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Front REVIEW

Customer Support Software

6 user reviews
USER SATISFACTION 94%
OUR SCORE 8.8

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

Position of Front in our main categories:

20

Front is one of the top 20 Communications Software products

50

Front is one of the 50 Customer Support Software products

50

Front is one of the top 50 Help Desk Software products

20

Front is one of the 20
Communications Software products

50

Front is one of the 50
Customer Support Software products

50

Front is one of the 50
Help Desk Software products


Front is also listed in the following subcategories:

Category:Position:Category:Position:
Email Management Software#1
Category:Position:
Email Management Software#1

Companies have diverse needs and requirements and no software solution can be ideal in such a condition. It is pointless to try to find an ideal out-of-the-box software app that meets all your business needs. The smart thing to do would be to customize the system for your special needs, staff member skill levels, budget, and other aspects. For these reasons, do not rush and subscribe to well-publicized trendy systems. Though these may be widely used, they may not be the best fit for your specific requirements. Do your research, investigate each short-listed platform in detail, read a few Front reviews, contact the maker for explanations, and finally select the app that presents what you require.

How Much Does Front Cost?

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/month (billed annually) or $19/user/month (billed monthly)

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

Premium – $29/user/month (billed annually) or $34/user/month (billed monthly)

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

Enterprise – $59/user/month (billed annually) or $69/user/month (billed monthly)

  • 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

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
  • English
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
  • TRAINING

What are Front pricing details?

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/month (billed annually) or $19/user/month (billed monthly)

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

Premium – $29/user/month (billed annually) or $34/user/month (billed monthly)

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

Enterprise – $59/user/month (billed annually) or $69/user/month (billed monthly)

  • 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

User reviews


User reviews in total: 6

5
1
0
0
0

Average Rating:

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The most favorable review

Tina

1 week ago


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

The least favorable review

Minnie

1 month ago


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.

Published 1 week ago
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...



What do you think about this review? Great Poor
Published 2 weeks ago
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...



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Published 1 month ago
Verified
user

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Published 7 months ago
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...



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Published 7 months ago
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...



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Published 8 months ago
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...



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