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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 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).
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • Easy to create tags
  • Easy to tag and assign co-workers in comments
  • Easy to incorporate my calendar
  • Needs clarity on how the SLA timer works and the process to stop it
  • Better options to handle phishing emails
  • There needs to be a better integration with ClickUp
Siddhant Salil | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 1 out of 10
Vetted Review
Verified User
  • Not sure, I was not extended the proper assistance, needed to review the platform
  • Service, Service, Service!
  • Transparent approach when working with clients.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Tagging
  • Internal Communication for visibility
  • Re-assignments if necessary
  • Booking Trainings
  • Zoom Meeting Integration as there are some clients who want to have a call immediately.
  • Tagging can be improved - looks scattered.
  • Calendly Integration, they have their own calendar appointment but it would be good if I don't need to leave the front to set up [calendar] appointments.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Internal collaboration in an email thread[.]
  • Timely email response time from our team[.]
  • Manager and team visibility on all emails[.]
  • 2nd level admins cannot change user's schedules[.]
  • More user friendly GUI[.]
  • Better Calendar function like Calendly[.]
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Darren Mihalic | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Alena Burda | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Front is the best tool for email marketing as it saves the user’s time that will be required on spending forwarding emails.
  • Front can be used easily without any hindrance even by all the team members without facing any difficulty.
  • Also, through the shared box of Front, users are able to make connections that are strong and effective with their respective customers.
  • Even though I have had a good experience with Front there have been certain times when I felt that there is a missing element in Front such as its dashboard is quite bulky which creates so many problems due to which you can miss several important messages.
  • Another drawback is that Front is quite expensive due to which only large companies can use it and this is not affordable for common people.
Ben Pincus | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • I like Front, its interface is friendly and straightforward, plus it helps me reduce email forwarding while making information flow more appropriately.
  • My entire team is notified every time a change is made within the group inbox.
  • It has features that make it easy for us to manage personal and group email, manage inbox messages, tag third parties in messages, reply to messages, and more within one platform.
  • It allows for an incredible flow of communication with group participants and customers.
  • I have no problems with this application so far; it has excellent features, functions, and templates that simplify managing personal and team inboxes.
Peter Suter | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • It comprises a wide assortment of marvelous abilities to share, remark, designate, delay, and reemerge different issues to construct zero inbox conceivable outcomes.
  • Arranging messages naturally into various group inboxes is the most go to highlight.
  • The capacity to impart messages to associates and have discussions on the message itself.
  • The capacity to clear inbox with nap or auto files additionally has assisted with remaining coordinated and set subsequent updates easily.
  • The fundamental disadvantage of Front is its absence of new formats.
  • The versatile application isn't as full-included as a web application and could profit from additional updates.
  • Messages sent, filed, or erased from Gmail are not synchronized with the Front inbox.
May 10, 2021

Front of the pack

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • The snooze function is great as it lets you work on what is important and delay less time-sensitive things to later, helping you keep a clean and organized inbox.
  • The tag functionality is helpful to keep specific types of emails linked together. I like that you can add multiple customized tags all to one email.
  • The sharing capabilities are useful when working with multiple members of a team.
  • Sometimes it gets glitchy or lags a little bit.
  • Once and awhile emails get stuck as drafts or won't archive or send when you want them to.
  • I want better integrations with other software tools.
Jonatan Serna Higuera | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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 28, 2020

Front and Center

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Collaboration
  • Organization
  • Assignments
  • I wish that my first email in the inbox would not be marked as read when I open front. I always have to mark it unread before moving on to whatever task I opened front to do.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Patryk Odedina | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Allows multiple people access to text and email threads
  • Allows you to draft an email for someone else to control and send
  • Integrates text and email into one inbox
  • Color coding between text and email.
  • Customized notification preferences.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Tim Berman | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Rick Scouffas | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
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