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Front Review

Front
Our score: 8.8 User satisfaction: 94%

What is Front?

Front is a solution designed to assist teams in efficiently managing their email inbox. It allows you to bring all communication under the same roof by gathering internal and external messages into a consolidated inbox. Among others, those will be your sales and support emails, SMS, chat and notifications from Twitter and Facebook Messenger. Having a single inbox experience will allow you to improve internal team cooperation, which is an efficient way to improve your customer satisfaction and communication with your clients in general.

Front allows assigning internal dialog around external communication, which the customers cannot see. It’s can also be integrated with a number of existing software ranging from Github to Salesforce, making the communication more organized, timely and responsive. Front messages can be assigned to team members both automatically and manually. People familiar with other email clients such as Gmail and Outlook find the new platform very easy to use as it has also been built like other email clients, but with a lot of extra features and a better UI.

One of the biggest benefits Front has to offer is certainly enhanced collaboration, given that the tool keep your team synchronized behind the scenes. Using it, you can assign the right tasks to the right team member, exchange messages and internal conversations, and follow progress without messy replies, drafts, and CCs. Plus, Front is easy to connect to any app your business relies on, including your CRM tools, project management systems, help desks, and more.

Overview of Front Benefits

Comments, canned answers, reminders and other features increase productivity, while native mobile apps help get the job done from anywhere. Front also seamlessly integrates with many other popular software, including Asana, Salesforce, Intercom, Github, Trello and Slack, while the API allows development of custom integrations to cater to specific business requirements. The built-in analytics tools allow effective monitoring of performance and automatically track various performance metrics, including messages handled/user, time-to-reply and hourly messages handled.

Front app does not require users to learn anything new and users familiar with other email clients can start implementing the app right away. Advanced features like keyboard shortcuts, automatic rules, canned answers, reminders sent-later messages and more increase productivity. The native iOS and Android apps also come with all the features available on the web and desktop apps. Managing all channels in one place helps teams collaborate better and shorten response time while keeping replies in their proper context.

Front automates actions after conversations meet predefined criteria, while automatic reminders ensure that no conversation goes unanswered. Real-time collision detection features help prevent situations in which more than one team member respond to the same conversation. Advanced analytics and complete visibility into team inboxes help in making better and more informed decisions. The reports, at the same time, can easily be exported for even deeper analysis of the information, which isn’t something most traditional email clients offer.

Next to the line of best-in-breed features and analytic hacks, the Front app also comes with an attractive pricing scheme. Its unified inbox will be accessible for as much as $19 per user/month for the Light Plan, an $29/$40 for the Premium and the Enterprise plan. Interested users can also subscribe for a no-commitment test drive of the system, or contact sales support for more details and setup assistant. The friendly and knowledgeable team will always be there to help you and to answer your questions.

Overview of Front Features

  • Unified inbox
  • Auto reminders
  • Auto responders
  • Multi-channel management
  • Real-time Analytics
  • Social Media Integration
  • Real-time notifications
  • Collaborative workspace
  • Activity audit and tracking
  • Email tracking
  • Rules-based workflow
  • Search
  • Native iOS, Android Apps
  • Custom Integrations

What Problems Will Front Solve?

Problem 1: Support team is bogged down by multiple channels resulting in missed customer queries

Solution: All messages from your disparate external channels like support@, sales@, chat, SMS, Twitter and Facebook  are consolidated in one unified Front inbox. Your support team now only uses one platform to go through customer messages, guaranteeing no ticket is overlooked. The unified inbox is shared with members, so the whole team can work in sync, collaborate internally on difficult tickets and avoid duplicating each other’s tasks. With greater visibility across your support channels, resolving issues is enhanced to as much as three times faster than before. What’s more, Front integrates with apps that your team may already be using or familiar with, such as, Salesforce, Asana, Slack, Dropbox and more.

Problem 2: Sales team  is overwhelmed by emails and uncoordinated leading to slow sales cycle

Solution: Using one shared inbox your sales reps can work as a team behind the scene, sharing best practices and avoiding reply collision or task duplicates. Rules let you automatically route messages to the right agent. Internal comments also allow your agents to discuss issues behind the scene. Moreover, you can surface context like past customer conversations or purchase history and
connect your CRM to a shared inbox. Front has native integration with Salesforce, Pipedrive and Base. Meanwhile, customers are given a choice how to reach to sales, via email, social, SMS or chat, while your sales can focus on one unified inbox. The result is faster lead reply and lower churn rate. Likewise, with one platform you can surface valuable customer feedback more easily for potential opportunity sales.

Problem 3: Impeded communication with customers and employees

Solution: Front aims to fast track your communication with both customers and employees. Its unified platform approach gives you a seamless way to quickly assign tasks, reply to customers and track your team’s activities and overall performance. You can set reminders, too, to monitor conversations and ensure follow-ups are met. Likewise, link conversations from different channels to relevant subject matters so your team never misses anything.

 

Front Position In Our Categories

Bearing in mind companies have unique business demands, it is only reasonable they abstain from selecting an all-encompassing, “perfect” business program. Nevertheless, it is nearly futile to try to chance on such application even among popular software systems. The sensible step to do should be to write down the numerous key factors which merit careful thought including major features, costing, technical skill competence of staff members, company size, etc. The second step is, you should double down on your research through and through. Have a look at these Front analyses and look over each of the applications in your list more closely. Such all-encompassing research ensures you drop mismatched apps and buy the system that meets all the tools your business requires for optimal results.

Position of Front in our main categories:

TOP 50

Front is one of the top 50 Communications Software products

TOP 50

Front is one of the 50 Customer Support Software products

TOP 20

Front is one of the top 20 Help Desk Software products

Front is also listed in the following subcategories:

Each company is different, and may need a particular type of Customer Support Software solution that will be fit for their business size, type of clients and staff and even specific niche they cater to. It's not wise to count on locating a perfect solution that is going to work for every company no matter what their background is. It may be a good idea to read a few Front Customer Support Software reviews first and even then you should keep in mind what the service is supposed to do for your company and your staff. Do you need a simple and straightforward service with just essential features? Will you really make use of the complex functionalities required by experts and large enterprises? Are there any particular features that are especially useful for the industry you work in? If you ask yourself these questions it is going to be much easier to get a trustworthy app that will match your budget.

How Much Does Front Cost?

Front Pricing Plans:

Free Trial

Basic

$19/user per month

Premium

$34/user per month

Enterprise

$69/user per month

Custom plan

By quote

Front offers 3 pricing packages to cater SMBs and enterprises. There’s a 14-day free trial you can use to test out the app’s features first. After the trial is over, you may choose among the following subscription options:

Basic – $15/user per month (annual billing) or $19/user per month (monthly billing)

  • 1 channel
  • 1 integration
  • All Front core features
  • Assign, comment, and mention
  • Canned responses
  • Collision detection

Premium – $29/user per month (annual billing) or $34/user per month (monthly billing)

  • 15 channels
  • Unlimited integrations
  • All Basic features
  • Analytics and reports
  • API/Plugins
  • Automated rules
  • Email sequences
  • Enterprise

Enterprise – $59/user per month (annual billing) or $69/user per month (monthly billing)

  • 100 team channels
  • IP access restrictions
  • Teams and permissions
  • SAML Single Sign-on (SSO)
  • Salesforce integration
  • Support and training

Custom plan – By quote

  • Tailored to the features you need and number of preferred users, channels, integrations, and team channels, among others

Additionally, the plans offered by Front require at least 2 users. A website chat add-on is also offered by Front that includes custom brand and logo and email capture forms for $14/user/month.

User Satisfaction

Positive Social Media Mentions 87
Negative Social Media Mentions 5

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Front reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Front. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Front Comparisons

Front user reviews

The perfect task and email support.

Read full review >
Tia
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 14.11.2019 Company Size: More than 100 Employees Industry: Information Technology and Services

Streamlines our email communications.

Read full review >
Chauncey
5/5

Overall impression

4/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.10.2019 Company Size: More than 100 Employees Industry: Entertainment

An inbox and task management in one!

Read full review >
Ken
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 27.09.2019 Company Size: More than 100 Employees Industry: N/A

This is email communication on steroids!

Read full review >
Kip
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 24.09.2019 Company Size: More than 100 Employees Industry: N/A

A great interface with a lot of flexibility

Read full review >
Carmen
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 15.09.2019 Company Size: 11-50 Employees Industry: Hospitality

What are Front pricing details?

Front Pricing Plans:

Free Trial

Basic

$19/user per month

Premium

$34/user per month

Enterprise

$69/user per month

Custom plan

By quote

Front offers 3 pricing packages to cater SMBs and enterprises. There’s a 14-day free trial you can use to test out the app’s features first. After the trial is over, you may choose among the following subscription options:

Basic – $15/user per month (annual billing) or $19/user per month (monthly billing)

  • 1 channel
  • 1 integration
  • All Front core features
  • Assign, comment, and mention
  • Canned responses
  • Collision detection

Premium – $29/user per month (annual billing) or $34/user per month (monthly billing)

  • 15 channels
  • Unlimited integrations
  • All Basic features
  • Analytics and reports
  • API/Plugins
  • Automated rules
  • Email sequences
  • Enterprise

Enterprise – $59/user per month (annual billing) or $69/user per month (monthly billing)

  • 100 team channels
  • IP access restrictions
  • Teams and permissions
  • SAML Single Sign-on (SSO)
  • Salesforce integration
  • Support and training

Custom plan – By quote

  • Tailored to the features you need and number of preferred users, channels, integrations, and team channels, among others

Additionally, the plans offered by Front require at least 2 users. A website chat add-on is also offered by Front that includes custom brand and logo and email capture forms for $14/user/month.

What integrations are available for Front?

Front integrates with the following business systems and applications:

  • Salesforce
  • Slack
  • Intercom
  • HubSpot
  • Asana
  • Github
  • Gmail
  • Aircall
  • Clearbit
  • Dropbox
  • Facebook Messenger
  • Twitter
  • Helpdocs
  • Shopify
  • Base CRM
  • Olark
  • Trello
  • Twilio

Front average rating:

Average score
4.9/5 (11 user reviews)
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Tina

PROS: Front makes assigning and delegating emails to our team so easy. This has been helpful for us in providing a very high level of customer support each time. The user interface is nothing short of beautiful, helping us work better with this tool. They are always building new features and are growing alongside us.

CONS: I would like to see a more robust Salesforce integration. I also want a feature that will let me create cases from emails so we can track alongside their accounts

Reviewed 2 years ago

Read full review >

The least favorable review

Minnie

PROS: I love Front's ability to manage every email scenario from just one platform. Not just support tickets, but sales emails, employee emails etc. It is a platform that lets us flow and properly handle e-mails in one environment. It is easy it is to use thanks to its simple and beautiful interface and support is topnotch. I also admire that they have a transparent road-map...and they actually follow that roadmap!

CONS: TThey do not have a proper iPhone app, although it is coming out soon. I also can't properly keep track of internal messages sent to me about specific emails. Although the way messages are formatted to be in line with e-mails is superb, I wish that I could see all new internal messages in the same way Wrike does with their messaging system and how it related to tasks. I also feel that email search could be more intuitive and simple.

Reviewed 2 years ago

Read full review >

More reviews from 11 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

The perfect task and email support.

Read full review >
Tia
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 14.11.2019 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: Front streamlines all of our email correspondence. It's not just for receiving ticket requests from customers, but it also serves as a communication tool between members of our team and other departments. Ever since implementing this into our workflow, I've been able to respond more efficiently to my emails. It's user-friendly, plus the design is clean and simple. Not to mention, Front has a commendable team working to support its users. I'm really grateful for the support.

CONS: I've noticed a few minor bugs. The display information about the client is not accurate—but the system corrects itself after a few seconds. It's also difficult to track messages that are sent to me within the company. This is such a shame because internal tracking would be useful when tagging messages with specific tickets. The search feature is not as thorough as I would like it to be also.

What do you think about this review? Great Poor

Streamlines our email communications.

Read full review >
Chauncey
5/5

Overall impression

4/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.10.2019 Company Size: More than 100 Employees Industry: Entertainment

PROS: Front specializes in collaboration and visibility within a team setting. I had been on the lookout for a platform that would encourage productive conversation between members of our team, and I'm glad I came across this solution. We've been able to configure the setting according to our needs, and our team is thriving because of this. I can't wait to discover more ways to make the most out of this.

CONS: Front does its job so well that everyone gets notified whenever an email is fired off between team members. While having a common inbox has its perks, it would be nice to have a running conversation with customers without notifying everyone else.

What do you think about this review? Great Poor

An inbox and task management in one!

Read full review >
Ken
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 27.09.2019 Company Size: More than 100 Employees Industry: N/A

PROS: What makes Front superior to other email platforms? The list is long—but allow me to paint a picture. With it, I've managed to filter my emails and auto-save them in their respective inbox folders. Configuring this may seem tedious, but Front's interface is incredibly simple and straightforward. I've also seen an increase in collaboration and productivity within my team too. I am such a big fan!

CONS: Nothing. Everything works perfectly well from my end.

What do you think about this review? Great Poor

This is email communication on steroids!

Read full review >
Kip
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 24.09.2019 Company Size: More than 100 Employees Industry: N/A

PROS: We're at the height of email communications, and Front is (as it is aptly named) at the front row. Other emailing platforms pale in comparison to its features, even Gmail. This is where we exchange ideas, collaborate within the team, tag tasks in, and so much more! I didn't think email could be collaborative platform, but Front has introduced new ways to communicate with my team.

CONS: Using Front feels like having a shared inbox. Depending on the need, this can be seen as either a good or bad thing. The former becomes more blatant when I need to dig for a particular email and would need to use the search engine. Instead of simply sifting through my personal emails, it makes the round across the inboxes of my teammates. It's quite pricey too. I hope they would offer a company discount so we don't have to pay for individual users.

What do you think about this review? Great Poor

A great interface with a lot of flexibility

Read full review >
Carmen
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 15.09.2019 Company Size: 11-50 Employees Industry: Hospitality

PROS: Front's web/desktop interface is great. There is a ton of flexibility with tags, rules, and auto-replies that we can set with our own. Everything runs relatively smoothly so there is no issue whenever we try to do some work with the app. I also like that it provides regular updates and has an open product roadmap on Trello.

CONS: We have 'hacked' drip campaigns using tags and rules. It ould be great if there was a better interface for this than what we have right now. Another thing is that the mobile app for Android isn't great. The mobile app was designed for more long-form email communication with customers. But in our case, it is more for short-form messaging communication so it sadly does not fit our needs.

What do you think about this review? Great Poor

More than just an emailing tool.

Read full review >
Bobbie
4/5

Overall impression

3/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 29.08.2019 Company Size: More than 100 Employees Industry: Cosmetics

PROS: Let's start by looking at the bigger picture. First of all, Front has a very intuitive and user-friendly interface. It puts a premium in organizing our mailboxes. Plus, it makes collaboration in a work setting seem like a breeze. Now let's dig deeper and examine its features. For one, I think that the task management tool is a nice addition to this platform. This is what sets Front apart from all other email programs. It can generate reports, too, such as the visits to your website. Holding video meetings and setting up a voice-mailbox are all part of the package, too. With all these features, it is quite affordable. You can even choose the payment method for which to complete your transaction with them.

CONS: The setup can be quite tedious as I had to make sure that all members of the team are successfully on-boarded. It would be nice if Front would allow document editing within its platform too. To do this, it would need to accept MS tools integration.

What do you think about this review? Great Poor

Helps make email delegation in the team much easier

Read full review >
Tina
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 10.10.2018 Company Size: 11-50 Employees Industry: Information Services

PROS: Front makes assigning and delegating emails to our team so easy. This has been helpful for us in providing a very high level of customer support each time. The user interface is nothing short of beautiful, helping us work better with this tool. They are always building new features and are growing alongside us.

CONS: I would like to see a more robust Salesforce integration. I also want a feature that will let me create cases from emails so we can track alongside their accounts

What do you think about this review? Great Poor

Simple and efficient tool for managing personal and professional emails

Read full review >
Melissa
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.10.2018 Company Size: 1-10 Employees Industry: Marketing and Administrator

PROS: I love how simple Front is, and how efficient I am at treating emails now that I use Front for personal, as well as for professional emails. The support team is incredible and have responded to every single request in a very quick turnaround. It's now easy for me to keep track of what needs to be done, and know to which emails I have to reply personally.

CONS: To be honest I have nothing negative to say so far, I've been happy with the product and still am.

What do you think about this review? Great Poor

A scalable system that lets us lets us manage every email scenario in just one platform

Read full review >
Minnie
4/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 06.09.2018 Company Size: 11-50 Employees Industry: Consumer Services

PROS: I love Front's ability to manage every email scenario from just one platform. Not just support tickets, but sales emails, employee emails etc. It is a platform that lets us flow and properly handle e-mails in one environment. It is easy it is to use thanks to its simple and beautiful interface and support is topnotch. I also admire that they have a transparent road-map...and they actually follow that roadmap!

CONS: TThey do not have a proper iPhone app, although it is coming out soon. I also can't properly keep track of internal messages sent to me about specific emails. Although the way messages are formatted to be in line with e-mails is superb, I wish that I could see all new internal messages in the same way Wrike does with their messaging system and how it related to tasks. I also feel that email search could be more intuitive and simple.

What do you think about this review? Great Poor

Helping us prioritize emails easily

Read full review >
Taylor
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 07.04.2018 Company Size: More than 100 Employees Industry: Internet

PROS: I love that Front lets me view all inboxes at the same time. Not just any view but an aggregated view, which makes it easy to prioritize across different clients with customers writing in. It also has great aesthetics and a layout that makes it easy to learn.

CONS: Archiving messages has a 10 second delay, which can be a little annoying. Also, when the sidebar opens up, sometimes it shows a different client's info in first 10-20 seconds. Another thing is that the text alerts are only for emails received not the texts received.

What do you think about this review? Great Poor

Making a “collaborative team memory” possible

Read full review >
Terence
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 23.03.2018 Company Size: More than 100 Employees Industry: E-Learning

PROS: Front allows us to build a "collaborative team memory" and a unique way to provide the best answer to our customers. Assignment, comments, follow up, all has been designed for our needs, and I guess others as well. We have also hacked the system using the rules tool to manage our leads and it works very well.

CONS: To be honest, I don't think I have negative to say about the service right now. The front team is very supportive when we have suggestions

What do you think about this review? Great Poor
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Reviewed By Louie Andre
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