TrustRadius Insights
Front is a versatile tool that is commonly used by teams to improve email management and enhance collaboration. Users have found Front to …
Starting at $19 per month per user
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What is Front?
Front is a communication hub that helps businesses keep the human touch in every interaction.
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Pricing
Starter
$19
Cloud
per month per user
Growth
$49
Cloud
per month per user
Scale
$99
Cloud
per month per user
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://front.com/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $19 per month per user
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Front?
Front is a customer communication hub that surrounds every high-stakes conversation with team collaboration capabilities and contextual data to ensure responses are fast, accurate and deeply personalized. Front’s interface is inspired by familiar and easy to use email clients. Behind the scenes, its automation capabilities eliminate manual workflows across systems, and detailed analytics make it easier to improve team performance and the health of customer relationships. The vendor states that more than 7,500 businesses, including Shopify, Airbnb, Hulu, Lyft, and Mailchimp, use Front to build better customer relationships, one conversation at a time.
Front Features
- Supported: Multi-channel messaging
- Supported: Live chat
- Supported: Team collaboration on customer messages
- Supported: Calendar and one-click meeting scheduling
- Supported: Basic automation
- Supported: Integrations with 3rd-party tools
- Supported: CRM integration
- Supported: Analytics
- Supported: Advanced workflows
- Supported: Smart Rules
- Supported: User and team management
- Supported: Onboarding and solution design
- Supported: Change management
- Supported: Security and compliance
Front Screenshots
Front Video
With Front, a business doesn’t have to choose between being efficient and being human: they can be both.
Front Integrations
- Asana
- Intercom
- HubSpot CRM
- Jira Software
- Slack
- Pipedrive
- Aircall
- Drift
- Zapier
- Salesforce
- Forumbee
- Facebook Messenger
Front Competitors
Front Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Countries | All |
| Supported Languages | English |
Front Downloadables
Frequently Asked Questions
Front is a communication hub that helps businesses keep the human touch in every interaction.
Front starts at $19.
Reviewers rate Support Rating highest, with a score of 9.8.
The most common users of Front are from Small Businesses (1-50 employees).
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Reviews and Ratings
(113)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
Front is a versatile tool that is commonly used by teams to improve email management and enhance collaboration. Users have found Front to be incredibly helpful for addressing customer needs, ensuring equal email distribution, and providing timely responses. By monitoring mailboxes on a website, Front allows for easy collaboration among sales development, sales, and customer success teams. It collects all support accounts in one place, making it convenient to act on support questions and delegate tasks without the need for forwarding or CCing emails. With features like tagging and assigning emails to specific team members, Front ensures that nothing gets dropped and improves overall organization. Users appreciate how Front offers a one-stop solution for all emailing requirements, with its smooth interface, note recording capabilities, alerts, automation tools, and rules. Additionally, Front simplifies communication between colleagues by allowing users to comment between threads and manage emails of colleagues who are on leave. It also facilitates easy customer service offers, engagement communication, and marketing on the web. Overall, users find that Front saves time and enables effective team collaboration while providing an excellent customer experience.
In addition to the above use cases, Front also serves as a valuable tool for managing shared inboxes and maintaining inbox zero. Users appreciate how it helps them stay organized by sharing information across teams and scheduling tasks efficiently. With its chat feature between team members, Forward reduces forwarding chains and allows for more consistent messaging. Integration with platforms such as Slack and JIRA further enhances collaboration within customer support teams. Some users have found Front particularly useful for organizing leads and ensuring timely responses. However, there are some concerns raised by users regarding the lack of transparent investment into understanding customer needs and operational complexities. Nonetheless, overall feedback indicates that Front is highly valued for streamlining email collaboration through features like tags, chats, shared inboxes, advanced rules, team management capabilities, autoresponders, AI-powered functions like chatbots integration.
Timely email response time: Users have praised Front for its timely email response time, with many reviewers stating that they appreciate the quickness of the platform. The ability to receive prompt responses ensures efficient communication and helps users stay on top of their emails.
Internal collaboration in email threads: Many users find Front's internal collaboration feature in email threads to be highly valuable. This feature allows managers and team members to collaborate within the context of an email, ensuring that no interactions are missed or overlooked. Reviewers appreciate the visibility it provides and how it facilitates teamwork.
Effective notification system: The sticky notes or Comments feature in Front is widely regarded as effective by users. It ensures that no important emails, discussions, mentions, or tags are missed. With this collaborative feature, users can make comments on messages sent to joint inboxes and coordinate responses before sending them back to the sender. Several reviewers have specifically mentioned how this feature streamlines communication and enhances collaboration among team members.
Confusing User Interface: Many users have found the user interface of Front to be confusing, leading them to suggest a more user-friendly GUI that would improve usability and navigation.
Compatibility Issues with Office 365: Some users have encountered compatibility issues between Front and Office 365, particularly in terms of the link between the two apps. These issues have caused inconvenience and hindered seamless integration for those using both platforms.
Lack of Customizable Tags: Several users expressed the need for a comprehensive library of customizable tags in Front. This enhancement would enable better organization and classification of emails, improving efficiency and workflow management.
Attribute Ratings
Reviews
(1-6 of 6)Companies can't remove reviews or game the system. Here's why
We implemented [Front Review] to facilitate easy customer service offers. It is a platform for customer engagement communication and better in marketing on web. Perfect on ticketing and task automation. Involving clients and teams is a good way to carry team building and save much time for other important activities.
- Email integration and forwarding or sending easily.
- Detailed in reporting and documentation.
- Team work building and lively video conferencing.
- Opportunity cost for starting is quite high.
November 30, 2021
Simple and Efficient Email Solution
We use Front for a variety of purposes, including managing shared inboxes, maintaining the philosophy of "inbox zero", sharing information across multiple teams, and scheduling. The ability to chat between team members saves us the massive forwarding chain that inevitably occurs when you need input from 2+ people on a single email.
- Assign emails from a shared inbox to a particular user.
- Tag users in an email conversation for questions or input.
- Integrates with our CRM, Pipedrive, and GCal.
- Sequencing is a little weak for outbound sales.
- The mobile app is feature limited.
- Deleted messages can be hard to find.
November 26, 2021
Joint collaboration for problem solving!
The organization decided to run Front to alleviate the workload process in the support area, allowing us to communicate directly via email with my clients, organize mailings and distribute problems. Front has given us the versatility we had always wanted.
- The number one advantage of Front is that it allows me to involve multiple people in a single support process quickly and easily.
- It helps me to visualize who is working and who is not, as well as find a solution to the mailbox and then send it in masses to my clients.
- It is straightforward to set up; there are no customization problems.
- It is an expensive program; for an organization with few users, it is not feasible to make such a high investment.
- The reports are sometimes inconclusive in terms of data.
March 20, 2020
Strong tool if everyone knows how to use it properly
Front is used primarily by our customer-facing roles. We utilize the comment and shared draft features frequently to enable more consistent messaging across all of our customers. Front also integrates easily with Zapier, allowing for easy development of automated emails.
Front also has a great shared inbox feature which makes department-level email management very simple and allows for team-wide visibility.
Front also has a great shared inbox feature which makes department-level email management very simple and allows for team-wide visibility.
- Great commenting features for cross-collaboration - makes internal email forwarding unnecessary.
- Strong Zapier integrations.
- Strong multiple-inbox management tools.
- Very strong search feature.
- Commenting doesn't translate across all threads, meaning you end up with two threads in your inbox that contain the same information, but only one has commented - very confusing.
- When copying text from other sources and pasting into email draft, it looks uniform in the draft, but when received, the formatting is different.
- Emails sent sent, archived, and deleted natively in Gmail do not always sync with Front inbox.
April 30, 2019
Every sales team needs Front.
We use Front for omni-channel communication, both for sales and support. We also use it for internal communication. It helps us to talk to customers in the way that is easy and frictionless for them, without multiple windows.
- Omni-channel communication.
- 2-way SMS.
- Team inbox.
- Pipedrive integration is not a live 2-way sync.
- Intercom integration is not 2-way.
- Cannot handle multiple device contact records, so if somebody chats on a cell phone and is identified, then chats in at work, they will have 2 contact records forever.
December 03, 2018
Front is definitely on their way up
We are currently using Front as a way to monitor mailboxes that visitors to our site can contact us. We have our sales development, sales, and CSM teams all using it which allows for easy collaboration. It helps make sure we have multiple sets of eyes monitoring inquiries so nothing slips through the cracks.
- I call them "sticky notes" but Front calls them Comments. It's a way to collaboratively make comments on messages sent to joint inboxes for folks to coordinate a response before it goes back to the sender.
- When exchanging with someone using the Comments feature, someone can create a draft reply and then share it before it goes out. It also includes the typing indicator letting you know they are not just replying, but specifically working on a draft reply. These things are really great for individuals, or teams, that don't sit next to each other.
- Tagging. It's a fairly simple concept, but very useful for classifying notes and being able to manage, what could be, a messy inbox. Additionally, the ability to have your own personal tags really allows the user to manage their own messages in a way that works best for them.
- Their integration to Salesforce is lacking. As the owner of our productivity tools and how they are used, I have very little control over what things to enforce, or even change what objects are available. For example, we don't use Cases in Salesforce but with the Salesforce integration the Cases object shows up. There's no need to have that there. I've heard there is a roadmap improvement forthcoming.
- One of our uses is for our sales development reps to prospect with visitors. Because of the high volume of inquiries it's difficult for our reps to efficiently manage all their follow ups. It would be nice if we could run a "scheduled campaign" where a predesigned cadence of email follow ups can be sent automatically. To be clear, they do have a scheduling capability, but it just can't be used as a prebuilt option.
- Integrations to other systems require you have a user account to those systems. We have SSO and therefore we don't always have a user account. For example, out integration to Jira uses SSO so we don't each have individual Jira logins. This is an outage for us.