Front is definitely on their way up
Rick Scouffas | TrustRadius Reviewer
December 03, 2018

Front is definitely on their way up

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Front

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.
  • We haven't had it for very long, but so far it's been very good for efficiencies. Not having reps manage multiple email inboxes by logging in separately.
  • It's also been good for creating new Leads directly into Salesforce rather than having to manually create a lead each time we get an inquiry.
  • Front is not quite there yet as a fully capability prospecting or lead management tool yet. Not being able to automate some of the sequencing does cause some challenges.
We have used Yesware. It's a really good lead prospecting tool, but doesn't have the shared inbox, or collaborative capabilities of Front.
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.

Front Feature Ratings

Workflow Automation
Not Rated
Mobile Access
Not Rated
Search
Not Rated
Notifications
7
Integrates with Gmail and Google Hangouts
9
Integrates with Outlook
Not Rated
Video files
Not Rated
Audio files
Not Rated
Access control
Not Rated
Integrates with Google Drive
Not Rated