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 Mid-sized Companies (51-1,000 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
(1-9 of 9)Companies can't remove reviews or game the system. Here's why
December 01, 2023
My experience with Front
Score 10 out of 10
Vetted Review
Verified User
Front has resolved a lot of problems we had, it was really difficult to cover a colleague when one of them did not show at work, with the shared inboxes we do not have that problem no more.
the rules and exceptions are really simple to create, we have several rules that helps us not to miss important emails.
the rules and exceptions are really simple to create, we have several rules that helps us not to miss important emails.
- the comments in between emails are great!
- customer service helped us create a very specific rule, something we really appreciate!
- Front always alerts when there is an issue, and it gets resolve quickly.
- lately the shared inboxes are being disabled, this is happening very often.
- receiving delayed emails, also happening frequently.
- it would be great if you could create template emails for your own use (not shared).
June 15, 2023
Best email management tool in the market !
Front is a one-stop solution to all our emailing requirements. Right from the smooth interface of emailing, the ability to comment between threads and snoozing/scheduling makes things really easy. The Customer Success Team at VWO uses Front and it helps us save a lot of time and effort making us more efficient and productive. Searching emails and commenting between the threads for internal purposes. The shared inbox makes it easy to manage the emails of colleagues who are on leave.
Front also lets us create personalised calendar links that can be used by clients to book a meeting on our calendars. This saves a lot of time both for the Customer Success Manager and the client.
Front also lets us create personalised calendar links that can be used by clients to book a meeting on our calendars. This saves a lot of time both for the Customer Success Manager and the client.
- Snoozing and scheduling of emails
- Personalised calendar links that can be shared with the clients
- Ability to comment between a specific email thread for internal purpose
- Tagging colleagues easily to any email thread
- A completely dark mode can be great
- The snoozed emails can be made more prominent along with the time
- Mobile front application can be improved
I used Front to keep all the conversation with the clients organized, making sure all of them receive an answer when required and no information is lost. As well, I used it share draft with my coworkers, discuss topics over a conversation without sending messages to the actual client and be able to coordinate the answer without leaving the mail app.
- Managing different inboxes in an organized way
- Sharing information among team members
- Avoiding important messages unread
- When you sync a new account with several messages, Front inbox may be filled with spam
Score 8 out of 10
Vetted Review
Verified User
- For sending email daily
- I can share drafts with team members to take their advice regarding the Sales objections
- It's a very user-friendly platform to manage your emails, especially within the team who targets the similar goals
- I can share drafts with team members to take their advice regarding the Sales objections
- It's a very user-friendly platform to manage your emails, especially within the team who targets the similar goals
- Tagging team members
- Sharing drafts and emails with team
- Read receipt tracking
- Notifications
- Open emails aren't visible when you type the words to search in the "search bar" sometimes
- Takes time to find the long lost email
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.
August 17, 2021
Helpful tool for multiple support channels
Front is a customer communication hub that allows organizations to provide customized services. The platform of Front brings all channels into a single platform. It amalgamates the automation of CRM and simplifies emails in a refined way. I have been using Front in our customer development department. It has given me the liberty to collaborate on projects that have several team members.
- I have been using Front because it has great task management and inbox organization abilities as compared to different emails.
- Front has allowed me and my team to act on different questions and even delegate easily without needing to forward emails or CC them to the accurate and correct contact on an internal level.
- I just simply assign an email to a user which easily moves it to their queue.
- Its customer support is professional and reliable.
- Even though Front has all great features and it is a great tool but in spite of that there are certain cons which should not be overlooked. The most important con of Front is its absence of new formats.
- The application does not consist of a web application which could be quite profitable in the longer run.
February 09, 2021
Front is always innnovative
We use Front every day. It has become such a good partner-app, through all our company, from top to the bottom. Everyone loves it because it provides you with not only emails, but a better way to communicate things. It also helps you to keep everything well recorded with notes, comments, alerts, automatization, rules, and a ton of features and benefits that it has.
- Even if you are just trying to compose a single email, Front gives a smart system that has options such [as] organized templates, tags, alerts, [and] changing your outbound dpt email.
- Tasks- with Front you will not miss any interaction. When you are required to get assistance from a coworker, you only need to mention him/her and that notification will appear automatically in their inboxes.
- Smart Notifications- sometimes we are just overwhelmed about the several notifications on our devices that we tend to miss some of them, but Front offers a new way to notify every email, discussion, mentioning, or tag that you really would not want to miss.
- Compatibility- we are using Front with Office 365 and we have had few scenarios where the link through those apps does seem to go well.
- Responsive design- besides the mobile app, we would like to have a better responsive design. Sometimes we will need to use it on tiny or big screens, and only then Front tends to show some gaps.
- Tags- we would love to have a library of our own tags where we can classify them, organize them, and count on them at any time.
August 09, 2019
Top CRM tool: Helped save time, improved ROI
The Front app is being used by the customer support team specifically. It is one of the most modern email management tools for customer support. This has made the entire CRM process for us very efficient, with its set of advanced rules, team management, autoresponder, and AI. It also has good integrations with tools such as Slack, JIRA, etc.
- Email management: it has a comprehensive set of rules for email categorization, as well as team inbox allocation, which makes the rostering and turn-around time very efficient.
- Custom plugins: they have great custom plugins. We have integrated our native chat using the custom plugins, and it allows us to offer a very seamless user experience to our users.
- Integrations: They have integrations with all the top tools that a customer support and technology team use, such as JIRA, Slack, etc.
- Pricing: it tends to become costly when you scale up your team..for a smaller organization, this is definitely worth a buy.
- Speed: it tends to become slightly slow when you staff a team of 50+ members and have over a few million emails, but I'm not sure how other tools would perform in this scenario.
November 28, 2017
Not Quite Front of the Pack: Considering Support/HelpDesk Options
We use it for customer support for sub-branded websites. We share this responsibility across the Customer Success and Product areas of our business. Front primarily solves the problem of multi-branding of our support needs, as these websites are branded differently from our corporate domain and we do not want our corporate brand to be visible in our responses.
- The setup for multiple inboxes is simple and flexible -- no additional costs either.
- Their support team is extremely responsive and tries extremely hard to help out should problems arise.
- They took a suggestion and implemented a new feature based upon my input within 6 weeks of initial notification.
- Front's reliance on being a better way to handle support email rather than a more traditional support ticketing system has its practical limits. For small outfits with low support volumes and relatively simple workflows, Front is probably a good option. I fear that we're outgrowing it quickly.
- It's confusing how to manage ongoing support threads because everything looks like an email and it's not always clear to our agents as to when the issue should be "closed".
- Templated responses and rules are OK, but some of the rules are not easily configured -- there is a learning curve as some settings aren't well documented and/or are not intuitive.
- They don't have any sort of FAQ solution, meaning that canned responses cannot be reused in a knowledgebase or similar resource elsewhere in our solutions -- another reason why we might need to consider other options in the future.