Top CRM tool: Helped save time, improved ROI
August 09, 2019

Top CRM tool: Helped save time, improved ROI

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Front

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.
  • 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.
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.

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