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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

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
May 10, 2021

Front of the pack

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Front is currently being used by our customer development team and some members of our sales team. It allows us to collaborate on projects that have multiple team members who need to see an email without requiring us to fwd or cc everyone on the chain, we can even collaborate and make edits before an email gets sent back. We also use front because it has super task management and inbox organization capabilities compared to other email inboxes
  • 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.
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.
  • It has helped us respond to clients more quickly and effectively.
  • It helps our team stay organized.
I really like Front and I would hate to go back to just using Gmail or another basic mail platform. Haven't had much of a need for support!
August 28, 2020

Front and Center

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our marketing and client success management teams use Front but the rest of our company doesn’t. It addresses the problem of collaboration via email being clunky and difficult by streamlining it with tags, chats, and shared inboxes. It’s easy to assign an email to someone and they’ll get notified, chat with someone about an email directly below it, etc.
  • 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.
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.
  • Less time spent on communication activities
  • Higher productivity
I’ve always had pleasant experiences with front support
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.
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.
  • The commenting and shared draft emails have been extremely helpful as a training tool for new employees looking to understand the tone and voice of our brand.
  • The per-user cost is high, which is why we limited it to only the team members that are customer-facing.
Front was not designed as a ticketing system and doesn't have great reporting tools, but the commenting and draft features were important and other platforms' versions of these features were weak or unintuitive.

It should be noted that we ended up developing our own messaging feature within our home-grown platform to enhance communication with our customers once they've been onboarded to our platform.
Front support has always been very responsive and quick to resolve issues. They are also great at proactively communicating about any systems failures they are working on.
Patryk Odedina | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our sales and processing team use it to communicate with our customers. As many people usually touch a customer's file, it is simple to share access to an email or text thread.
  • 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.
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.
  • I'm not aware as I'm not the one who purchased.
  • N/A
  • Outreach
Front is so much simpler to search and access templates for emails or texts.
I haven't even had any scenario where I needed support. So far no bugs or kinks for me!
Guru, Slack
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
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.
  • Faster turnaround time with the help of its efficient tools.
  • We have a lower manpower requirement on customer support.
It's very easy to understand and use by new customer support agents as well. Be it a technology, product, or marketing person, we have trained most of the company folks to read and respond to customer conversations in their free time with the help of the Front app. It is also easy to set up for an admin and manage his/her team with communication rules.
The support is good, and it's definitely prompt, but still lags when it comes to technical requirements, as I guess they are slow in developing newer features fast. So no complaints in terms of responsiveness, but yeah, at times it's not very helpful when you need certain features or are blocked on things which can't be unblocked.
It offered newer features and more ways to control user communication inflow, as well as team roster management. The Front app also had a presence on the app, mobile web, and web, which was helpful for on-the-go email queue management. In short, at the time we made this decision, this was definitely an advanced version of CRM as compared to the other tools.
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