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Front vs HubSpot Service Hub Comparison

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Good recommendations?

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Front

85pts

Overview

Category Leaders

Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional...

Category Leaders

HubSpot Service Hub is a cloud-based customer service platform, which aims to simplify processes for managing customer queries...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

19

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

20

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.6

263

5

4

3

2

1

185

54

12

7

5

  • Value for money
  • Ease of use
  • Features
  • Customer support
91%
would recommend this app

4.5

158

5

4

3

2

1

82

67

7

2

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

It can be super helpful to better communication within your org and connecting other forms of communication like Facebook chat.
Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful.
There are so many features that are great for organizing your inbox. The organizational benefits allow you to be more efficient in your daily workflow.

Pros

Hubspot is easy to use and has a robust support/helpdesk - always ready and happy to help with any queries.
The best tool for a greater workflow, you can do everything you need to give the best elements for your clients.
This is an amazing tool to have, especially since we are a tech company trying to give our customers the opportunity to learn about our platform and troubleshoot through issues themselves.

Cons

However, the number of times we experienced an outage was frustrating.
When you send a message there is a gap of 5 seconds to cancel it but once it has been sent there is no way to recall it.
I really did not listen to the sales rep, he warn me, literally said: if you ar going to use it only for the scheduling links features it will be an overkill.

Cons

There can be many layers to get through, and the lack of tags makes it hard to track.
In our case, a multi-language Knowledge Base is missing to make the KB more complete.
You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications.
  • Vendor responds to reviews
  • Last review11 days ago
  • Vendor responds to reviews
  • Last review3 days ago

Key features

  • Total features196
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Appointment Scheduling
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Autoresponders
  • Batch Communications
  • Brainstorming
  • Business Process Automation
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Case Management
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Recovery
  • Data Visualization
  • Deadline Management
  • Deal Management
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Monitoring
  • Email Reminders
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Directory
  • Employee Management
  • Engagement Tracking
  • Event Calendar
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Startups
  • For iPad Devices
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IT Asset Management
  • Inbox Management
  • Interaction Tracking
  • Internal Chat Integration
  • Inventory Management
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Capture
  • Lead Management
  • Lead Qualification
  • Live Chat
  • Macros/Templated Responses
  • Mailing List Management
  • Meeting Management
  • Mobile Access
  • Mobile Alerts
  • Mobile App
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple User Accounts
  • NPS of Customers
  • Negative Feedback Management
  • Notes Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Opportunity Management
  • Order Management
  • Performance Management
  • Performance Metrics
  • Personalization
  • Pipeline Management
  • Prioritization
  • Proactive Chat
  • Process/Workflow Automation
  • Project Management
  • Project Time Tracking
  • Prospecting Tools
  • Quality Assurance
  • Quality Management
  • Queue Management
  • Read Receipts
  • Real Time Editing
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Reminders
  • Remote Access/Control
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Management
  • Response Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Scheduling
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Shipping Management
  • Signature Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Spam Blocker
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Team Management
  • Template Management
  • Territory Management
  • Text Analysis
  • Third-Party Integrations
  • Time Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Two-Way Audio & Video
  • Usage Tracking/Analytics
  • Version Control
  • Video Chat
  • Video Conferencing
  • Virtual Assistant
  • Visual Analytics
  • Voice Mail
  • Website Integration
  • Whitelisting/Blacklisting
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Workforce Management
  • Total features85
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Appointment Scheduling
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Autoresponders
  • Batch Communications
  • Brainstorming
  • Business Process Automation
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Campaign Analytics
  • Campaign Management
  • Canned Responses
  • Case Management
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Recovery
  • Data Visualization
  • Deadline Management
  • Deal Management
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Monitoring
  • Email Reminders
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Directory
  • Employee Management
  • Engagement Tracking
  • Event Calendar
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Startups
  • For iPad Devices
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IT Asset Management
  • Inbox Management
  • Interaction Tracking
  • Internal Chat Integration
  • Inventory Management
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Capture
  • Lead Management
  • Lead Qualification
  • Live Chat
  • Macros/Templated Responses
  • Mailing List Management
  • Meeting Management
  • Mobile Access
  • Mobile Alerts
  • Mobile App
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple User Accounts
  • NPS of Customers
  • Negative Feedback Management
  • Notes Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • Opportunity Management
  • Order Management
  • Performance Management
  • Performance Metrics
  • Personalization
  • Pipeline Management
  • Prioritization
  • Proactive Chat
  • Process/Workflow Automation
  • Project Management
  • Project Time Tracking
  • Prospecting Tools
  • Quality Assurance
  • Quality Management
  • Queue Management
  • Read Receipts
  • Real Time Editing
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Reminders
  • Remote Access/Control
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Management
  • Response Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Scheduling
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Shipping Management
  • Signature Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Spam Blocker
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Team Management
  • Template Management
  • Territory Management
  • Text Analysis
  • Third-Party Integrations
  • Time Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Two-Way Audio & Video
  • Usage Tracking/Analytics
  • Version Control
  • Video Chat
  • Video Conferencing
  • Virtual Assistant
  • Visual Analytics
  • Voice Mail
  • Website Integration
  • Whitelisting/Blacklisting
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations108
  • Asana
  • Box
  • Dropbox Business
  • GitHub
  • Gmail
  • Google Calendar
  • Google Drive
  • Google Workspace
  • Jira
  • Microsoft 365
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft SharePoint
  • Microsoft Teams
  • Okta
  • OneDrive
  • Salesforce Sales Cloud
  • Slack
  • Trello
  • Zapier
  • Total integrations186
  • Asana
  • Box
  • Dropbox Business
  • GitHub
  • Gmail
  • Google Calendar
  • Google Drive
  • Google Workspace
  • Jira
  • Microsoft 365
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft SharePoint
  • Microsoft Teams
  • Okta
  • OneDrive
  • Salesforce Sales Cloud
  • Slack
  • Trello
  • Zapier

User reviews that mention these apps

AG
AvatarImg

Andrea G.

Professional Training & Coaching, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Front logo

Front

Seemed promising, but lacking in actual value

Reviewed 5 years ago
Pros

It has the potential to serve as a front-end for hubspot

Cons

The automated rules were incredibly complicated. There is not way to remove someone from a sequence/rule if they respond through another channel. The support team does not offer screenshare meetings, which makes it very challenging to resolve any of these issues. Definitely not worth the price tag.

Vendor response

Hi Andrea, we're sorry to hear that the value of Front did not live up to your expectations ¿ that's never our intention. Our Support team is here to help over email (support@frontapp.com) or in-app chat from within Front anytime. We'd love to hear more about what you're hoping to accomplish with rules to help get you up and running!

PD
AvatarImg

Philipp D.

Logistics and Supply Chain, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Front logo

Front

Communications hub for sales and customer support

Reviewed 2 years ago

For us this is a central communication tool for the customer support and sales communications.

Pros

Great intuitive interface, convenience, high level of possible customisations and API integrations. Great possibilities in team sharing and communications

Cons

Some necessary features may be expensive, for us this was integration with HubSpot and CloudTalk, but overall reasonably prices.

AR
AvatarImg

Verified reviewer

Consumer Services, 51-200 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Front logo

Front

Just like an email

Reviewed 7 years ago
Pros

Front is a great alternative place to keep your documents. It's like an email but you can feel comfortable with multiple people working in it. You can leave notes in response to specific documents showing the progress of a certain task. A great platform to organize thise

Cons

It could be a little redundant if you don't have a use for a hub for all of your info, or if you don't have forms that need to be reviewed. It could not be as secure as you might need.

AB
AvatarImg

Arielle B.

Insurance, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Front logo

Front

Love Front- Would Recommend

Reviewed 4 years ago

Great experience. Sales Rep was educated, nice, responsive and a pleasure to work with. Then the product was easy to use and solved what we needed.

Pros

It is incredibly easy to use. We transitioned to this from HubSpot support and we were concerned about a learning curve, it is about as basic and intuitive as it comes. We budgeted 2 weeks to implement and it took us less than 2 days to transfer everything over and learn how to use it for its core functions.

Cons

I may be doing this incorrectly- but the Slack integration doesn't always work correctly. I think it would've been helpful in the integrations section to have a troubleshooting guide if it doesn't work. For us we filled out all fields and appropriate slack channels but the messages were not sent there. (Again could be our error)

MF
AvatarImg

MA F.

Consumer Services, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Front logo

Front

All in one messaging app!

Reviewed 5 years ago

Almost there, I'll give it an easy 4 out of 5 stars!

Pros

Great for business owners who like to have everything in one place! With the Front app, you can send and receive emails, SMS, chat in just one place! How cool is that?! You can also integrate other apps like Hubspot and create a mini CRM within Front where you could view all your customers' profiles. This eliminates the need to purchase another software for that purpose.

Cons

It's probably because it gets clogged with a heavy amount of data that it lags frequently. Although in my experience, it has never shut down for more than 5 minutes, this is still an area of improvement.

SF
AvatarImg

Steven F.

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Front logo

Front

Excellent help desk software for our outsourced team

Reviewed 6 years ago
Pros

Easy to use and everything is centralized (respond, answer, create ticket, follow-up, e-mail, analyze funnel)

Cons

Many features, which is a bit hard to master at first but excellent customer service to help you out.

AvatarImg
AvatarImg

Carrie R.

Real Estate,

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Front logo

Front

Front has changed our business

Reviewed 9 years ago

Front has really changed the way that we do business, in a very good way. With a team of 6 all using the same email and responding to hundreds of emails every day of the week, we've each cut our time on email down by a huge percentage. After a short learning curve, we have all grown to love this application. It allows us to communicate effectively and quickly with our clients without having to update our other team members constantly. We are also constantly impressed with their customer service. They address all of our concerns quickly and have implemented many requests.

Pros

Allows a large team to all use one email address. Easy to use. Customer service is great.

Cons

Every time we mention a "con" Front fixes it, so none left at the moment!

AA
AvatarImg

Andres A.

Logistics and Supply Chain, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Front logo

Front

My experience with Front

Reviewed 9 months ago

My overall experience with Front has been satisfactory, it has fulfilled all my expectations and has been crucial when it comes to keeping in contact with my coworkers.

Pros

I like how Front has helped me improve my workflow, allowing me to effectively communicate with my team members is a vital aspect of my day-to-day.

Cons

I have not encountered any issues when using Front, it is usually bug-free, and the customer service they provide is top-notch.

CS
AvatarImg

Colton S.

Construction, 51-200 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Front logo

Front

Front User Review

Reviewed 4 years ago

Above average experience very easy to use intuitive and overall great product and service

Pros

Love the ability to send both SMS and email as well as share and comment on email threads without having to forward them with the chat functionality also love all the APIs and different tools that just bring everything in one place

Cons

Searching for archived emails is tough unless you remember the exact spelling of something or name formatting could be better in terms of how it looks up things in the search functionality

JW
AvatarImg

Jeni W.

Marketing and Advertising, 1-10 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Front logo

Front

Front would work well for a motivated team

Reviewed 7 years ago
Pros

It integrates with your Facebook Page It was pleasant to use The customer service team was responsive when I had a problem

Cons

It does not integrated with your Facebook posts for reviews (meaning you still need to go to Facebook or something else to use this) The customer service team wanted to get me on the phone to solve the problem and I didn't make time for that. Would have been better if the problem could have been solved in the background.

AvatarImg
AvatarImg

Cindy W.

Internet, 1-10 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Front logo

Front

I can't imagine a world without Front!

Reviewed 9 years ago

I use front every day to manage our shared inboxes (support@, contact@, payments@, reviews@, partnerships@, finance@, press@, jobs@ + our Twitter account) and it’s the right tool for us. No message falls through the cracks, we reply to inquiries as fast as they arrive, and everyone knows in the team knows what they have to do. They also have a great analytics dashboard to monitor your team and individual response times.

Pros

Simplicity, flexibility (lots of different workflows are possible), interface is fast, native apps (desktop & iOS), lots of integrations, multi-channel, IMAP support. Customer service is very reactive.

Cons

No knowledge base. No native android app yet.

AvatarImg
AvatarImg

Kyle J.

Real Estate, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Front logo

Front

Solves the shared inbox issue that every growing company faces

Reviewed 7 years ago
Pros

Very powerful, amazing to connect all shared communication channels (email & Intercom) and see the work getting done. Easier than running separate Customer Service Outreach platforms, when Front does everything.

Cons

Very powerful - It took a bit to understand all the great features. It also took time to get all team members on board... The power of Front is when everyone uses it together.

SS
AvatarImg

Stefanos S.

Computer Software, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Front logo

Front

Excellent tool for a team that has a number of email accounts!

Reviewed 7 years ago

Centralized mail management was the main reason for choosing Front. It is a great tool indeed.

Pros

Front if used correctly can be a powerful service. We use it for our company. Everyone has access to Front with their personal account (after they get invited) and they can manage themselves which inboxes to receive emails from. The main features that I see are the following: - User friendly interface - Customization - Excellent support All in all I would recommend it for anyone searching for such a service. We are very pleased so far.

Cons

Front hasn't got many things going the wrong way. If I should say something that would be that at first glance it might be a bit too much and intimidating to have all those inboxes and emails coming in but after you find your way around Front you realize that it was just wedding jitters! Everything turns out fine in the end :)

AvatarImg
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Christian T.

Accounting, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Front logo

Front

Just what we needed

Reviewed 4 years ago

Amazing. It has been so helpful for us to manage our client inboxes and emails. It has literally moved us out of gmail hell into email heaven.

Pros

Great help in setting up, Easy to maintain, transparent in billing, Great customer service, Love being able to comment internally on emails, sharing them, collaborating on drafts, and having internal discussions on emails.

Cons

It is rather expensive for our use, but still worth the money for us. When we share a link, if the email hasn't been shared with a specific individual, the link won't work for them until they have express permission.

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Luimer D.

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Front logo

Front

Excellent platform excellent service

Reviewed 6 years ago
Pros

Very useful, you can have it in the comfort of your phone and it is what I like the most, it is easier to use and the customer service is perfect, very flexible and personalized

Cons

It is a good platform and has no functionality problems, the only problem that we believe is that it is very expensive

TL
AvatarImg

Tim L.

Financial Services, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Front logo

Front

Starter Front User Look Elsewhere

Reviewed 4 years ago

Prompt customer service and serves bigger & larger teams well. For start ups or employees under 5, look elsewhere like Helpwise.io, Missive.io, Loop Email, Spark Email

Pros

1) Prompt Customer Response 2) Easy to use & setup 3) Team collaborations & chat 4) Calendar integration

Cons

1) Limited features & zero integration for starter plans 2) Too expensive for starter plans 3) No CRM integration for starter plan 4) No API access token for starter plan

KK
AvatarImg

Kelly K.

Consumer Goods, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Front logo

Front

Front Helps Us Prioritize

Reviewed a year ago

We use Front daily and find that the flags/auto sorting and sharing ability is a great asset for our group. You can assign an email to someone, or share it with your thoughts. Spam is filtered out and any that get through the cracks are corrected with a touch of the button. The mobile app is streamlined as well.

Pros

Ability to make notes and share with teammates directly on an email without engaging the sender. Auto Sorting/Tagging emails keeps organization on track. Setup and notifications are simple and customer service is responsive and helpful.

Cons

The initial launch can be intimidating without a little in-depth training. The feature-rich views and options take a little getting used to when coming from a standard email system.

BM
AvatarImg

Bryce M.

Marketing and Advertising, 11-50 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend1/10

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Front

Seems like a decent platform but they ask too much trust in their pricing model, don't recommend

Reviewed a year ago

I felt the sales process was pushy. No where on the website pricing does it say there's a minimum number of seats required for their Growth and Scale model. Growth is 2 seat minimum and Scale is a 5 seat minimum. When I clicked to be contacted by sales I received this pushy email from [sensitive content hidden] Sellman in their sales department that said "10 user minimum, 12 month agreement only--no...

Pros

I appreciated the all-in-one functionality Front seemed to have--way more tools than we actually needed.

Cons

Their pricing model is an incredibly bloody gouge. ONLY annual billing, all due at signing, minimum seat count of 2 seats and their terms say NO refunds. Meanwhile their trial service doesn't actually even have full functionality to test that it works with integrations.

BW
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Bryant W.

Legal Services, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Front

Great email platform for team collaboration

Reviewed 4 years ago

Our team can provide support to our clients around the clock and share drafts with each other, ensuring that all clients receive the attention needed while providing our team with opportunities to collaborate on responses and communication strategies.

Pros

The shared inbox is a great feature for our client service team. We provide 24 hour support, and being able to assign open emails to available team members ensures that our clients can receive acknowledgement and support when needed. I also enjoy the various integrations with other systems that are available (contacts, calendars, proprietary workflow management systems, etc.). The Front support team is also accessible and responsive to issues and requests.

Cons

The notification settings seem spotty - I either receive none or a notification for everything, whether or not the email is assigned to me. Additionally, there are quite a few service delays or interruptions. Occasionally the inbox counts can be off from the actual numbers of emails therein.

JW
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Jamie W.

Events Services, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Front

Great Software!

Reviewed a year ago

Using front has helped us massively to provide even better customer service. Being able to locate and assign emails to team members speeds up the process, and gives us a professional look.

Pros

The whole package front offer is fantastic. It's easy to use and set up. The rules allow us to assign certain emails to team members, send auto replies and move emails to other inboxes. The templates are great, this saves us time in writing the same type of emails.

Cons

The app lacks the Calendar feature, so if we're out and about, we're unable to check the calendar.

SM
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Solomon M.

Information Technology and Services, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Front

The Bestselling in the market Customer service and Collaboration tool.

Reviewed a month ago
Pros

It gives is realtime collaboration with our staffs. It has a very intuitive interface and dashboards. The customer service is good. It is a no code tool and we love it as it makes it easy and fast for is to automate our workflows

Cons

It has been good all along and we have experienced no dislikes

Vendor response

We're thrilled that you're pleased with Front! If your needs or workflows in the product ever shift, please share feedback with us here: https://community.front.com/ideas.

JG
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Jean G.

Real Estate, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Front

The most pleasant and effective mailbox

Reviewed 4 years ago

Front saves time and provides unparalleled responsiveness

Pros

Whether you are in Sales or Customer Service, Front will make it easy for you. What I appreciate most is the feeling that I am never alone when faced with a problem. The tagging function between colleagues is very convenient. Overall, the interface is also very pleasant and easy to use.

Cons

It would be of great proportion that they update the program to acquire more integrations with other software tools, with similar functionalities, to formulate a specific system according to which the operations within the system are more rigid and flexible at the same time, so that thus the user has comforts of use by the service, including that the implementations with other platforms are not feasible when addressing compatibility.

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Donald M.

Information Technology and Services, 201-500 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Front

Great for our case tracking needs

Reviewed 4 years ago

Front makes it easy to use email as a primary mode of communication with customers. It’s very easy to sort and reassign cases, have internal discussions on cases, and quickly respond to and close some cases using canned responses.

Pros

Cases are created directly from new emails that come in. For customers, it’s as easy as sending emails back and forth with us, but as agents using Front, we get so much more functionality. Things like canned responses, automatic case sorting and assigning, internal threaded discussions on individual cases, and integrations with third-party tools make Front almost the perfect choice for what we were looking for.

Cons

As a user and not an admin, I am not exposed to the full extent of Front’s capabilities, but I am completely satisfied with what I do use. The only issue I’ve had thus far is when I use a canned response it contains three different fonts and just looks odd. This is only evident in the iPad app, but from Desktop they look fine. This was an issue in the way the canned response was created, and while even as a user I do have the ability to fix it, my first attempt failed. This may just be a training issue and I haven’t reached out to Front with help on it yet, but I know if and when I do I will receive excellent service based on others’ interactions with Front’s customer service.

MW
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Madelin W.

Consumer Services, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Front

Front helps my company keep up with our work easily and efficiently.

Reviewed 7 years ago
Pros

My company is a call center, and we use Front to help organize and track our leads. Often our customer service department will take web chats, which are then viewed by sales through front. We really enjoy the ability to sort multiple inboxes, add tags as well as comments. We also have many users, so each representative can track the leads they have submitted, tagged or commented on.

Cons

We came to a point where our growth was too large for Front alone. We designed our own web application to work in tandem with front, because the reporting was not the easiest to use.

GP
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Greeshma P.

Computer Software, 51-200 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Front

Good software, serves the purpose

Reviewed 4 years ago
Pros

The software is pretty easy and straightforward to use. Initially, the number of distinctive features didn't look like much, but later we saw them release more features and functionalities. It helps to make zero inboxes possible with simple features like snoozing, resurface, comment, etc. It got easily integrated with our ticket tracking system. Also, the customer service was satisfactory, with them responding to our queries as quickly as possible.

Cons

Not many cons we encountered. At times, the emails are received after a lot of delays. Also, few members took the time to get used to the tagging functionality.

FR
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Flora R.

E-Learning, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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HubSpot Service Hub

HubSpot - Knowledge Base

Reviewed 5 years ago
Pros

Speaking specifically on the knowledge base, it was easy to transfer our materials from the previous system that we used. It was also easy to organize and create additional articles using the platform. Getting the knowledge base articles in front of our customers has been a challenge, but as we continue sharing I anticipate higher volume to the web pages. Visitors to the site can search based on keywords which is helpful.

Cons

The way the knowledge base is laid out and way displayed to visitors is limited in its customization. I do not particularly care for the design. You can only upload a logo and customize some of the colors.

CB
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Consie B.

Building Materials, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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HubSpot Service Hub

Ticketing

Reviewed 4 years ago

Overall, the ticketing in the service hub is what i would like to acknowledge. This is very time savvy, and helps coordinate the workload of the team. It is viewable by everyone and each team player is held accountable for the turn around of their work. In our business we have a response time of 24-48 hours, and the tickets just show you the details you need to know and the whereabouts of that response. This is essential for the front of house team to be able to relay to the client at any given moment and any team member can do this.

Pros

I use this software daily and the most part of my job i am using the service hub. This mainly consists of the use of tickets that enable team members to have a solid view of the workload as well as the general outer team can see. I like most about this software that every move can be held accountable, someone is responsible for everything that goes in there and it makes everyone work as a team.

Cons

Some more automation would be good, i guess it is somewhat hard given the details it pulls. But when it automatically pulls information that you know you have changed, this can sometimes be very frustrating and also can cause contacts/ companies to associate more 10,000 engagements very fast and overfill the CRM very fast.