Front REVIEW

Customer Support Software

6 user reviews
USER SATISFACTION 94%
OUR SCORE 8.8

What is Front?

Front is a tool that helps teams effectively manage their inbox and puts everything in one place by bringing external messages into a unified inbox, including support/sales emails, Twitter, Facebook Messenger, SMS and chat. A unified inbox enhances internal collaboration, which ultimately results in better external communication and greater customer satisfaction.

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.

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 can also easily be exported for even deeper analysis of the information, which isn’t something most traditional email clients offer.

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

Position of Front in our main categories:

20

Front is one of the top 20 Communications Software products

20

Front is one of the top 20 Customer Support Software products

20

Front is one of the top 20 Help Desk Software products

20

Front is one of the top 20
Communications Software products

20

Front is one of the top 20
Customer Support Software products

20

Front is one of the top 20
Help Desk Software products


Front is also listed in the following subcategories:

Category:Position:
Email Management Software#1

There are popular and widely used applications in each software group. But are they automatically the best fit for your company’s special wants? A trendy software application may have thousands of customers, but does it offer what you need? For this reason, do not blindly shell out for popular systems. Read at least a few Front reviews and consider the aspects that you wish to have in the software such as the price, main tools, available integrations etc. Then, choose a few apps that fit your wants. Check out the free trials of these platforms, read online comments, get information from the maker, and do your research systematically. This profound research is certain to aid you choose the best software platform for your firm’s special needs.

How Much Does Front Cost?

Front Pricing Plans For Enterprises & Small Business:

Front offers four pricing plans for users to choose from. Give the details a look, and select the best plan for your business:

Front Light: $45 per month (flat rate)

  • up to five users
  • 1 team inbox
  • Individual inboxes for all users
  • Comments, mentions, rules
  • Max. 500 messages per month

Team: $19 per user/month

  • 3 team channels
  • Collision detection
  • Canned responses
  • Automatic rules
  • 1 integration

Premium: $29 per user/month

Team features plus:

  • 15 team channels
  • Advanced integrations
  • Analytics and reports
  • API/Plugins

Enterprise: $40 per user/month

Premium features plus:

  • 100 team channels
  • Salesforce Integration
  • SAML-based SSO (Single Sign-On)
  • IP access restrictions
  • Dedicated account support

User Satisfaction

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.

POSITIVE SOCIAL MENTIONS

87

NEGATIVE SOCIAL MENTIONS

5

Technical details

Devices Supported
  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • USA
  • UK
  • Canada
  • International
Pricing Model
  • Monthly payment
  • Annual Subscription
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE NO.
  • TRAINING

What are Front pricing details?

Front Pricing Plans:

Front offers four pricing plans for users to choose from. Give the details a look, and select the best plan for your business:

Front Light: $45 per month (flat rate)

  • up to five users
  • 1 team inbox
  • Individual inboxes for all users
  • Comments, mentions, rules
  • Max. 500 messages per month

Team: $19 per user/month

  • 3 team channels
  • Collision detection
  • Canned responses
  • Automatic rules
  • 1 integration

Premium: $29 per user/month

Team features plus:

  • 15 team channels
  • Advanced integrations
  • Analytics and reports
  • API/Plugins

Enterprise: $40 per user/month

Premium features plus:

  • 100 team channels
  • Salesforce Integration
  • SAML-based SSO (Single Sign-On)
  • IP access restrictions
  • Dedicated account support

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

User reviews


6 Reviews

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Average Rating

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The most favorable review

Taylor


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.

The least favorable review

Melissa


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.


Taylor

Verified
user
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...

Melissa

Verified
user
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...

Terence

Verified
user
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...

Minnie

Verified
user
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...

Carmen

Verified
user
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...

Tina

Verified
user
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...

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