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Starting at $19 per month per user
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Overview

What is Front?

Front is a communication hub that helps businesses keep the human touch in every interaction.

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Recent Reviews

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 …
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Incredibly Poor Service Standards

1 out of 10
June 16, 2022
The service is incredibly distasteful, and the sales process lacks a transparent investment into understanding customer needs and how to …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

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Pricing

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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
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Product Details

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

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of

Front Video

With Front, a business doesn’t have to choose between being efficient and being human: they can be both.

Front Integrations

Front Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesAll
Supported LanguagesEnglish

Frequently Asked Questions

Front is a communication hub that helps businesses keep the human touch in every interaction.

Front starts at $19.

Zendesk Suite, Help Scout, and Desk.com (discontinued) are common alternatives for Front.

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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Comparisons

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Reviews and Ratings

(114)

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!

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

(1-25 of 27)
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December 01, 2023

My experience with Front

Bryan R. Zapata P. | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
The simplicity of Front is what's makes it great for the organization I work, giving permitions to a certain group of people whiting the organization to see or not to see boxes is something great and useful as you can divide all the departments by sections or groups, but having them all working in the app and if somenting needs to be notified to a party member the comments in between emails can be use as a chat.

these are the common uses we give to this app but there are much more!
Score 6 out of 10
Vetted Review
Verified User
Incentivized
A scenario where Front is well suited is in the email and comment function. It is extremely helpful the collaborate via comments in REAL time and on the actual email thread. A scenario where Front is less appropriate would be when using ClickUp consistently. There is a constant back and forth between the two systems.
Siddhant Salil | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Front is best suited for client-facing roles wherein a lot of emails have to be managed on a daily basis. The ability to snooze, schedule, and archive emails quickly makes it very easy to use. Since CSMs have to deal with clients, Front makes it easy to book calendars by sharing personalised calendar links rather than negotiating for time slots with clients. This saves a lot of time and improves productivity.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Front is great for being able to track who read emails sent by you! It helps me to have a good handle of my book of business and I can easily collaborate with my manager and peers on specific drafts. Front's integration with other tools has proven to be very helpful for leadership visibility into my work as well.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Front is great when you have several team members managing external customers and when you need them all synchronized with the answer. Also, it is great to keep track of important conversation threads without losing information or messages from your customer.
It is also a good tool to keep track of your potential clients because it allows to have a contacts agenda organized and clean.
Score 8 out of 10
Vetted Review
Verified User
- Best suited for large teams in organisation
- It's very good for Customer success, support, and sales team to manage their prospect communication
- No need to keep forwarding emails to your teammates when you are using Front
Najeeb Kakani | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is always essential to involve customers and offer help when needed. Better communication and engagement allows easy knowing each other and the potential of each member. Teamwork eases complicated tasks and saves so much. Keeping track of activities and follow-up of projects. Message follow-up for the faster conveyance of information.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
This is very very useful especially having visibility to a specific range of clientele. We can easily see who is working on it, type of issue tagged, and can also collaborate using their internal notes. I can easily transfer it to a person who has more knowledge by using the reassignment feature. It is a bit less appropriate when managing my personal email as I get 2 notifications every time.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I've actually already recommended Front to many of my former coworkers who are looking to manage a shared billing email inbox and a shared customer success/support inbox but are worried about overwhelming individual employees. I'm hard-pressed to imagine any scenario in which Front is not an amazing tool unless you work on an extremely small team and deal with an incredibly low volume of emails.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I had a customer who has an urgent concern about their account. They already reached out to different departments but their resolution is unsatisfactory. [Its] good thing they tried to reply to our email campaigns and when a member of our team received it, it was answered and resolved quickly. Fronts really is a good tool to ensure timely resolution.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I recommend Front to all my friends and colleagues looking to manage email communication with their clients and work processes on a team level. It helps in essential aspects such as communication and attention to tasks. It will serve you with many alternatives.
Darren Mihalic | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It doesn't really matter if you are either a recipient or a sender when it comes to a user of Front because with Front your life can get so much easier. Right from the start Front will showcase you different methods of organizing all of your daily emails. When there is something new coming your way then you will have the power to control and administer what is going to happen with that specific email so that is why I think Front is a great tool and I would highly recommend it.
Alena Burda | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Front is undoubtedly the best tool and it will prove many benefits in managing several workflows. If you want to have a better interaction with customers there surely Front is the best choice as it gives guaranteed services to the customers. Moreover, running an online business with Front is always enjoyable as well.
Peter Suter | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Front is easy to use, providing consistent client experience, notifications, work area application, examined messages, and draft altering highlights. Eliminates superfluous messages inside and between groups, making a more fluid work experience. The in-string notice highlight, which permits side discussions about the email content without expecting to advance. The format is quite wonderful to utilize.
May 10, 2021

Front of the pack

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Front is great for anyone who lives in their email inbox and needs to stay organized. It is less useful in roles that don't require you to send or receive very many emails. It is also helpful for team-based roles because of its sharing capabilities. It is probably more useful for larger and growing companies.
Jonatan Serna Higuera | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
No matter if you are the sender or recipient, Front will make it easier for you because [from] the beginning it shows you different ways to organize your daily emails. When something new is coming, you will still have the power to control what is going to happen with that email, whether you assign it to yourself, or send it to a colleague, but never missing an interaction.
August 28, 2020

Front and Center

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Where collaboration is needed, so is Front. This is super helpful for teams that work in tandem to be able to have a chat directly below an email thread, removing the need to move the convo to Slack or Gchat.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
The tool is great for users who are dedicated to learning the extent of its functionality; however, training is often slow and laborious for users used to classic inbox platforms like Gmail or Outlook. The lack of folder features also makes it difficult for new users to get used to, especially if you're migrating from a traditional inbox management software.
Patryk Odedina | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I've actually never used an interface like this. If you use both text and email for communication with customers, this is great! Also, if you need to give multiple people access to be able to respond to one client.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It is well suited for startups that wish to manage customer communication in an efficient manner. It is easy to set up, manage, and optimize, and doesn't require deep tech knowledge. For larger orgs, it becomes costly, and won't be the ideal CRM tool. Also, it needs custom development to integrate your own voice/chat tools with Front.
Rick Scouffas | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Front is definitely good for teams that are spread out, in different locations. It's also a very good way to integrate general mailboxes such as a "sales@" type email, and your individual work email so you don't have to continually log into multiple email boxes.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Front is great when you have a relatively simple support workflow and do not need any sort of knowledge base or similar functionality. If you map out commonly-asked questions well and turn those into canned responses, Front makes it easy for an agent to respond quickly. However, since Front is completely based upon an email concept, automation of such responses is limited to subject line matching or similar. You can have different sets of responses for different mailboxes, though that's not a common solution for most businesses.
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