Get the information that you need easily!
December 02, 2021

Get the information that you need easily!

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

Overall Satisfaction with Front

We use the front for a specific MRR range of clients. Clients that do not have dedicated CSMs are encouraged to use the front for any inquiries about anything and we are happy to sort out their issue or even point them in the right direction. We can easily tag each email with their segment, mrr, type of issue, and the product related to it. Anyone can easily pick up on the inquiries as we provide enough information internally for other CSMs.

Pros

  • Tagging
  • Internal Communication for visibility
  • Re-assignments if necessary
  • Booking Trainings

Cons

  • 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.
  • Tagging
  • Group Email
  • Reassignment to an SME
  • it improves our SLA
  • it provides good visibility of which product is having more issues
  • time-efficient as we don't leave the front platform that much, except when booking meetings
  • needs to interoperate more on some 3rd party i.e. calendly
The tagging feature stands out. Their tagging can be quite deep and effective if it's set up properly. For example, I can pull out all the clients who [have] an issue with billing. Or better yet valued clients who [have] a specific MRR that has an issue with billing that needed more attention.

Do you think Front delivers good value for the price?

Yes

Are you happy with Front's feature set?

Yes

Did Front live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Front go as expected?

I wasn't involved with the implementation phase

Would you buy Front again?

Yes

This is very very useful especially having visibility to a specific range of clientele. We can easily see who is working on it, type of issue tagged, and can also collaborate using their internal notes. I can easily transfer it to a person who has more knowledge by using the reassignment feature. It is a bit less appropriate when managing my personal email as I get 2 notifications every time.

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