Strong tool if everyone knows how to use it properly
March 20, 2020

Strong tool if everyone knows how to use it properly

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Front

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 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.

Do you think Front delivers good value for the price?

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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.

Front Feature Ratings