Item: Front
Rating: 7
Author: Verified User

Overall Satisfaction with Front

Use Cases and Deployment Scope

Front is used for the customer service team, the sales and client support teams, and our operations team. The collaborative inbox assists with working across teams and departments, and it also supports a variety of integrations such as with Slack, Salesforce, Gmail, social media, etc..

The internal knowledge base is particularly useful for accessing information and process clarification. Lastly, Front is used for all customer and client communications, and the Contacts/Account section, plus the robust rule creation system support routing to appropriate groups.

Pros and Cons

Pros

Knowledge Base
Customer Service Tooling
Client and Sales Contacts
Robust Integrations
Communicative and helpful support team

Cons

AI tooling is limited, and costly as they are by add-on only
Add-ons for chatbots, AI, workforce management, etc., are not included in the already higher price for service
Knowledge base has limitations with reminders, proper formatting, and a seamless interface. The process to migrate knowledge base cards from one tool to another is also restrictive

Return on Investment

Positive ROI by switching to the native Chat option and removing a dedicated inbound phone line
Negative ROI with upgraded plan and AI features that are now add-ons only instead of included
Positive ROI in consolidating and removing other tools for this one, such as an external knowledge base, and separate chat tool

Usability

Front is highly user-friendly and easy to navigate. Training is made immensely easier with the Front Academy guides/tutorials, and knowledge base for more complex rule creation. From an admin perspective, Front's analytics are robust and beneficial for scheduling effectively; however, more tooling could be created to monitor employee productivity in real-time.

Key Insights

Do you think Front delivers good value for the price?

Yes

Are you happy with Front's feature set?

Did Front live up to sales and marketing promises?

Did implementation of Front go as expected?

I wasn't involved with the implementation phase

Would you buy Front again?

Yes

Other Software Used

Slack, Looker, Braintree, a PayPal service

Likelihood to Recommend

Overall, Front is a reliable, easy-to-use tool that can support a variety of departments in a company. It can assist client management, sales teams, customer service, and operations. The integrations make it valuable for cross-interfacing platforms and working cohesively as a team. While the pricing is lower than other services like Zendesk, the pricing starts to increase with add-ons that should be included in the base price, such as Chatbots, AI tools/drafts, workforce management, etc., The pricing is also highly restrictive and based on the number of users per month.

Front Feature Ratings

Comments

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A phenomenal cross-company tool with a robust integration offering