Front Reviews & Pricing

by FrontApp | Founded 2013, San Francisco, CA

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What is Front?

Industry Specialties: Serves all industries

Front is a customer communication platform offering tailor-made services at scale. With the simplicity of the email inbox combined with the insights and automation of CRM, it helps agents work to provide world-class support and send professional replies faster. It allows users to keep conversations organized across channels while maintaining a personal touch, efficiency and quality.

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User Sentiment

Based on 1252 reviews:

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Front Pricing

Based on our most recent analysis, Front pricing starts at $19 (Per User, Monthly).

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Starting From: $19
Pricing Model: Per User, Monthly
Free Trial: Yes, Request for Free

Training Resources

Front is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Front:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Front Benefits and Insights

Why use Front?

Key differentiators & advantages of Front

Clean Interface: Get everyone on board with a clean and intuitive functionality.
Improve Team Efficiency: Create automatic workflows that work for the team, from assigned tasks to message escalation.
Actionable Data: Get insights to improve performance, customer satisfaction and communication.
Smarter Collaboration: Draft responses together with peers without losing time, duplicating tasks and missing context.
Unmatched Service: Work together on messages, see which agent owns what and share context with real-time collaboration. Create custom workflows that automatically triage, route and escalate messages to please customers.
Full Administration Control: Serve customers best by controlling permissions, access rights, provisioning and more.
Improved Security: Take advantage of a platform built using industry-standard encryption. Ensure performance never slips and deliver unique enterprise identifiers with backups.
Compliance: Protect data with SOC 2 and GDPR. Serve customers best by controlling permissions, access rights, provisioning and more.

Industry Expertise

Front caters to all big and small businesses offering customer support to customers from around the globe.

Front Reviews

Average customer reviews & user sentiment summary for Front:

1252 reviews

92%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Front reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Intuitive Interface: Front's user-friendly interface makes it easy for teams to quickly get up to speed and collaborate effectively.
Shared Inbox: The shared inbox allows multiple team members to work together on customer emails, ensuring faster response times and better collaboration.
Automation: Front's automation features, such as auto-replies and canned responses, help streamline workflows and save time.
Integrations: Front integrates seamlessly with popular CRM and productivity tools, providing a centralized platform for customer communication.
Mobile Accessibility: The mobile app allows teams to stay connected and respond to customer inquiries from anywhere, at any time.

Cons

Clunky Interface: Front's user interface can be cumbersome to navigate, with users reporting difficulties finding specific features and settings.
Limited Customization: Front offers limited customization options, making it challenging for users to tailor the software to their specific needs.
Poor Ticket Management: Front's ticket management system lacks advanced features such as automated ticket routing and escalation, which can lead to inefficiencies in ticket handling.
Integration Issues: Front's integration with other business tools can be unreliable, resulting in data inconsistencies and workflow disruptions.
High Cost: Front's pricing structure is perceived as expensive compared to competing help desk software, especially for small businesses with limited budgets.

Researcher's Summary:

Front has received a multitude of positive reviews in the last year. Users commend its intuitive interface, robust feature set, and seamless integration with other applications. They also appreciate its ability to automate tasks, track customer interactions, and provide comprehensive reporting. In comparison to other help desk software, Front stands out for its collaborative capabilities, which allow multiple team members to work on the same ticket simultaneously. Additionally, Front's focus on customer experience is evident in its customizable workflows and personalized communication options. These strengths are important because they enhance productivity, improve customer satisfaction, and provide valuable insights for businesses.

Front is most suited for businesses that prioritize customer service and seek a comprehensive help desk solution. Its collaborative features, robust functionality, and focus on customer experience make it an ideal choice for teams that need to manage a high volume of support requests efficiently and effectively. Whether you're a small business just starting out or a large enterprise with complex support needs, Front offers a scalable and customizable solution that can grow with your business.

Key Features

Integration: Connect with over 100 different apps to manage projects and view all communication modules right in the inbox.
Team Collaboration: Give team confidence and accountability without dropping the ball or missing messages. Keep everyone on the same page by giving agents a shared perspective on email for visibility. Route messages automatically to teammates, based on sender, keywords and time of day or month.
Analytics: Get detailed insights into email activity, understand where workflows must improve and fuel positive changes.
Customer Experience: Automate all the busy work to deliver quick and seamless customer responses. Route messages by creating if-then workflows to focus. Get insights into communication through email analytics, spot scope of improvements and share key results with clients.
Universal Inbox: Keep messages in email, live chat and SMS text actionable and organized in one platform. Deliver messages correctly with assignments and workflow rules based on sender, keywords, time of day and more.
Workflow Management: Track the volume for agents and customers, balance workload and understand performance to grow your business intelligently. Measure and achieve response time goals with automation, timing and other triggers.
Remote Team Collaboration: Stay aligned, motivated and connected with built-in team accountability and collaboration features. Empower teams to work from anywhere and anytime and deliver consistent results.
Multi-Channel Communication: Reduce browser tabs and manage multiple customer communication channels in a single platform. Connect SMS, email, live chat and Facebook to one collaborative hub.
Email Management: Organize the inbox and make it actionable to avoid important messages slipping through the cracks. Know who’s working on what to cut down on the back and forth.
Shared Inbox: Manage support, contact and info and collaborate on all customer communication channels to respond faster. Plug in group email accounts such as team into a shared inbox and offer a shared view of every email to the team. Allow agents to collaborate on email to move through the queue faster.
Email Delegation: Choose a delegate from teammates and collaborate in real time. Comment internally on an email. Work together on email drafts before hitting send to get the right response every time.
Help Desk: Assign a number to every customer message and manage support without the ticket numbers to offer a personal reply to every customer.
CRM: Reference a shared view of client information easily from the inbox by bringing CRM into the help desk system. Set up automation that escalates, routes, and assigns work depending on customer data to help teams align and serve critical customers effectively.

Limitations

At the time of this review, these are the limitations according to user feedback:

Outages happen often.
There’s a five-second gap to cancel messages after sending, but no way to revert it after it’s been sent.
Scheduling link features doesn’t work.