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Front

Where 7500+ companies build strong customer relationships;

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Front Features

Features Summary

Functionality

4.4

/5

221

Total features

126

26 categories

Front features

@mentions
API
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management

Common features of Customer Service software

API
Activity Tracking
Alerts / Escalation
Appointment Management
Auto-Responders
Calendar Management
Call Center Management
Call Routing

Price starts from

19

/user

Per month

Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

4.4

/5

221

Price starts from

19

/user

Per month

visit website

Total Features

126

Unique features

  • Chat/Messaging

  • Customer Complaint Tracking

  • Calendar Management

  • Text Analysis

Functionality

4.6

/5

24.3K

Price starts from

1.99

Per month

learn more

Total Features

29

Features in Common

12

Unique features

  • File Transfer

  • Encryption

  • Content Publishing Options

  • Access Controls/Permissions

Functionality

4.7

/5

17K

Price starts from

159.99

/user

One-time payment

learn more

Total Features

14

Features in Common

9

Unique features

  • Offline Access

  • Charting

  • Templates

  • Document Management

Common Front comparisons

Reviewers who mentioned features said:

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

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Good tool - but SaaS typical pricing issues

Reviewed 17 days ago

Overall, a great tool with great potential that could be even better if it were more targeted. The high complexity, mediocre documentation, and poor practice of hiding basic features in the overpriced "Enterprise/Scale" level bring the rating to only three stars.

Pros

It's great as a multi purpuse tool for a lot of different scenarios. Has a lot of features and well made integrations. It helps working and collaborating as a team on messages, requests and tasks very efficiently.

Cons

As it does offer a lot of functions, it's kind of bloated with options to configure and customize it. It can be tricky to find the right config and approach for the usecase you have. As it can be used for a lot of different scenarios (helpdesk, crm, communication, ...) it's not fitting to a specific usecase as good as tools that are specialised to one - it would help if Front would try to focus on...

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

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Great Experience with Front

Reviewed 3 months ago

I love Front. It's a great tool, very easy to implement, teach and use. The communication between teams is great and we can track and talk to our customers in a great way.

Pros

The interface and how is easy to teammates collaborate and organize conversations with customers.

Cons

Language only in English Some features were thought exclusive for emails and we use a lot WhatsApp and Chat channels (custom channels) that not might work that great API Rate Limit for custom channels that we always talked that would be our main channel and after purchasing, we discovered this "limitation"

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

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Best email software ever

Reviewed 2 years ago

We have a shared inbox and we had trouble to avoid double answers and we had to forward the emails to each other or CC them on our replies so they could get informed of a conversation

Pros

Sharing emails without having to forward them, being able to have internal conversations within an email, plenty of integrations

Cons

When I need to speak to all the team, I have to create a discussion and add them all, one by one. I'd rather have the possibility to @team within an email or a discussion to make sure they are all included. I also whish we could find a slack inbox where we could find all the channels we have and avoid having to switch between the two softwares.

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

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Communications hub for sales and customer support

Reviewed 6 months 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.

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

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Front: your home base for email communication with customers

Reviewed 2 years ago

Using Front, I am able to reach many customers on a daily basis. Front helps me solve their problems by allowing me to communicate quickly and effectively. I can't praise this software enough.

Pros

I use Front daily to communicate with customers. Overall, Front is a powerful and accessible email client with a very pleasing UI. What I like in particular is the template functionality. Templates for emails can be stored, changed at any time, and are lighting-quick to access. I also like Front's internal messaging system for writing notes to colleagues (using the @ system). This means I can leave...

Cons

I personally find very few faults or things that could be improved, that would have a direct effect on the work I do. Having said that, I find the conversation tracking function ever so slightly redundant. This is because I keep track of conversations myself, by having multiple Front tabs open. On the alternate tabs, I use search strings to keep all prior conversation with a customer open. I am aware however that this is my personal style of working, so it doesn't say much about the tracking function itself.

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

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Love Front- Would Recommend

Reviewed 2 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)

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

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Front ~ Showing You What Email Can Really Do

Reviewed 2 years ago

Overall my experience with Front has been very great. In terms of many vendors we deal with our company, Front is at the top. They are their because they are truly relationship minded and that is hard to find in companies. Especially companies in the field of technology. Our company is truly thankful for Front and value their company and employees. You truly get a great experience from their product to their people, and that says a lot about a company.

Pros

I believe the product is very easy to use. Especially for someone that is on a computer daily for work, this product is very streamline and functional in terms of being user friendly. The admin needs to have some tech savy to them to operate and set up, but truly that was not anything difficult. For a company that time is truly our job we need to be on par with everything that is going on. With Front...

Cons

It is hard to really give it a straight con, as it is a growing software and just in the yearish we have used them I have seen it grown so fast. It would be wrong to brand it cons but more so improvements that are on its way. I didn't realize this truly at the start till Front personally reaches out and gets to know you and you to them. A improvement I see growing is the support line. Depending on...

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

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The Best Team Collaboration Tool!

Reviewed 3 years ago

My team is able to be more efficient and we all can see past comments and such so it makes our team more cohesive. Many times the client doesn't even know which team member they're speaking to because we are so united...because of Front. We are able to create Asana tasks directly from our Front inbox which saves some time. I am able to stay more organized and keep the cleanest inbox that I've ever...

Pros

I love being able to comment to teammates and to create a client-specific e-mail for our clients to respond to in order for collaboration to be smoother and for communication to be shared. I like being able to share drafts with my team so that they can review and even send if needed. If my direct reports want an e-mail to come from me but want to be sure I say exactly what they want to be heard then...

Cons

I haven't really found anything that I don't like yet. One thing that may improve but is not a big deal is that tagging folders at the top right does not always work but if I drag the message to that folder then it does work. It would be nice if you could add an Asana task from Front without adding it to a project. For example, if it's a private task that I don't want shared with anyone else then I...

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

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A Great App for Unifying and Streamlining your Communication Workflow

Reviewed 3 years ago

Front has a positive influence on the way I process communication because it allows me to aim for and realistically reach inbox zero. This is possible by allowing me to either respond immediately to a message, snooze it for a later reply or most importantly to me, easily delegate the message to another team member while still being able to follow the conversation. These features allow me to realistically manage multiple inboxes and ensure timely responses to all inbound communication.

Pros

Front is a beautifully designed app for managing private and team emails as well as your company's other communication channels such as chat widgets, social media platforms and even SMS through a service like Twilio. I appreciate the thoughtfulness that has guided Front's development over the years. The Front team's dedication to optimizing the app based on customer feedback is evident in each iteration, and it's great that the Front app is regularly freshened with feature updates and additions. Today's existing integrations with Front coupled with new regularly added services makes Front the perfect platform for unifying your communication workflow. One "inbox" for all your accounts is awesome!

Cons

There are a couple of pain points for me when it comes to my daily usage of Front. My chief complaint is that at this time there is not bi-directional sync of archived or permanently-deleted messages. In my case, archives and deletes in my Office 365 account are synced to Front, but when I apply the same actions in Front, they do not sync to Office 365. This behavior is annoying in the context of my...

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

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Shared Email Tracking without the need for tickets

Reviewed 3 years ago

We had extremely too much email for an Outlook mailbox to handle, no SMS integration nor chat functionality. We solved all of that with Front. Now all of our communications are in one place for ease of use and management.

Pros

Front allows multiple teams within my company to manage massive amounts of email in shared mailboxes, meet or exceed customer SLAs and seamlessly integrate our communications with our management systems. We also like that we get all of the same functionality of email ticket tracking, but without the need for communicating the standard ticket responses and ids to our customers. It allows for a more personal engagement with our clients.

Cons

Our teams took sometime to get used to the new interface as it was difficult to pry Outlook out of their hands. However, once they got the hang of Front they loved the integration and tracking abilities that Outlook does not have.

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

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Front, a must need in your business!

Reviewed 2 years ago

I strongly recommend using Front. Not only is the program / email-client very good, but the employees at Front are also equally capable. Through the e-mails they send and the experience I've had with their customer service, I noticed they really care about their program and what the consumer thinks of it. If you have any questions, they will answer it properly. If you have any suggestions, they will...

Pros

I like how everything is organized and therefore is easy to see. I can clearly see the divided inboxes on the left, making it easy to see how much work still needs to be done. Also, the e-mail conversations itself are shown like they are in e.g. iMessage or Whatsapp. This feels really familiar and makes it easy to read really long conversations. Moreover, there are many settings, which can make the difference for various different users. For example, I use the 'Paste as text' setting, so everything I paste is stripped of its formatting. I know some of my colleagues dislike this, but I love it. Furthermore, shortcuts are easy to learn and this makes it possible to work even faster. Overall, I think Front feels very intuitive, it is easy to learn, and makes e-mailing a lot easier.

Cons

At the moment, there is but 1 thing I dislike. When you’ve just sent a new e-mail, it takes a while to show up in the ‘sent’ folder. We used to be able to see that immediately. Because of the way we work, we copy and paste the text of the sent e-mail in our other systems. This delay, especially when one sends many e-mails, is particularly annoying. This is the only minor thing I think can be improved.

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

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Multiplayer email! Can't believe some people don't use this

Reviewed 2 years ago

Fantastic! We are a team of two, and one of us is the main visionary, the other is the one communicating with customers. We needed a quick and efficient way of having one person write an email, the other person check it and add notes, and both parties okaying it before sending. Also, with customer support, it's nice to be able to store responses I use a lot, and quickly modify them to suit the individual recipient. Front helps us in these two ways, primarily, and that makes it by far worth the money.

Pros

Being able to chat with coworkers about emails before they send. Being able to take over a draft someone else wrote, and send from my account, and share drafts with colleagues and have them edit, take them over, OR just give them back to me. Basically it's multiplayer mode for email. And I love the canned responses feature.

Cons

There are issues with the canned responses that make it not 100% efficient. Example: hard to filter canned responses other than by keyword in the title, not easy to make quick edits to them or replace an old one. Maybe because not everyone likes that feature other than me. But it still works and I have confidence it will improve in the future.

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

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Communication Between Departments and Easy Automation

Reviewed 2 years ago

Experience with Front App has been great. All the way from Pre-Sales, Implementation, Deployment, and ongoing support.

Pros

The ability to simply @mention someone in an email thread helped smooth out efficiency with our external communications. Before using FrontApp, we would either have to forward email threads or link to email threads in Slack. Now, if our teams need assistance from other departments, they can use an @mention to give immediate context to the helping party. Creating Rules using conditions is a breeze and is powerful using their rules editor.

Cons

Some of the "Comment" features were lacking--rich text formatting needed to be in markdown format, no pinned comments, closing edited comments. That being said, they had a recent update that completely addressed all those issues.

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

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Front App - Reading, Writing and Assigning emails in a team oriented way.

Reviewed 2 years ago

I am extremely satisfied of this app. It's super easy to use and perfect when working in team. It's basically impossible to miss any email with this software and super nice the way it looks like when using it on a daily basis. Plus it takes all the rules and marks of your main inbox provider (gmail, outlook etc.). Highly recommended even for all its features and possibility to integrate it with the main useful app: Aircall, Google Cal etc.

Pros

What I definitely like the most is the way you can assign emails to your team mates - especially when reviewing the same inbox. Generally with other provider is always difficult to organize your workflow and dividing email by forwarding them all. In this way, by using a super simple and well designed app, you can simple go through the object of the email, even read it if needed and then directly assign...

Cons

I think that the app version could be improved, especially in the way it shows notifications. Each time I open it - I can see the amount of my entire inbox and it always seems you still have work to do even if you are up to date with all your daily emails.

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

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Switch to Front and you don't have to Cc anymore!

Reviewed 2 years ago

Overall, Front is awesome! It has multiple options and features to make your life easier. You can create "tags" to your e-mails and archive them in the same folder. You can also "snooze" an e-mail for a particular day & time so you won't forget about it. There is something I really like and it is the feature "new discussion" in which you can select your teammates, discussion topic, add comments rather than sending a regular e-mail (this will help you to avoid hundreds of e-mail for the same discussion)

Pros

What I like the most about Front is that I don't have to use Cc option on e-mails anymore. Front has a lot of great options and one of them is called "mention" Let's say a customer writes to you and you are not the correct contact person for that e-mail: with our previous electronic mail supplier we had to go over it and write something like "I'm copying Karen here who will help you out with your request" and copy Karen's name on Cc space. But with Front now we just need to "assign" that e-mail to the right coworker and it'll disappear from you inbox. Then it'll go automatically to the right person and he or she will reply from it (without customer seeing too many e-mail redirectioning to the correct party)

Cons

There is something I haven't found on Front and it is the option called "recall message". 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

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

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1-Year Review

Reviewed 2 years ago

Using Front has truly allowed me to take charge of my inbox! It has helped us communicate better between workers, as well as work more efficiently as a team to get the work done. Everything is open and available between each of us, so we can help each other and maximize the talents of one another in responding to the needs of our clients.

Pros

After a full year of using Front, the thing I find the most useful is the ease and efficiency of sorting and prioritizing my daily email. The ability to snooze, assign to another individual, or add quick notes about the email, along with the ability for others to see who is working on a reply, has made our efforts so much more efficient! Everything runs seamlessly and it has become second nature, very quickly.

Cons

There are still a few "glitches" when it comes to opening certain attachments, but I think that is always the issue with any email program. The only other issue is with the mobile app - it takes a few extra steps to modify email recipients, but it isn't that often that this has to happen.

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

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Collaboration Made Easy!

Reviewed 2 years ago

I highly recommend Front for team-based customer service or support teams who can take advantage of shared drafts, comments, assigning threads, tags, and snoozing. Our team works with high customer ratios, mostly reactive but with some proactive outreach, and Front enables us to work collaboratively to drive customer success at scale in an efficient and cohesive manner.

Pros

As a member of an at-scale team-model customer success team, Front simplifies and streamlines collaboration by enabling transparency into what the rest of the team is working on and who they're speaking with, ease of use sharing threads and context among the team, insight into past customer communications, and robust integrations with G Suite and our CRM among other platforms. The Front team is consistently innovating on top of their existing functionality to continually make the platform more user-friendly and fun to use. I certainly enjoy the UI much more than working out of Gmail.

Cons

I prefer the web-app version of Front as opposed to the desktop app simply because I like having all my tools in one browser window, and I love the keyboard shortcuts that exist on the web app, but I know there are so many more on the desktop app that I would love to see enabled the web app. Other than that though I don't have too many complaints! Their product team is always responsive to feedback, and when I have a problem they are quick to address my concerns

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

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Front is the best Shared Inbox for collaborative customer support

Reviewed 3 years ago

Front truly is a dynamic tool for teams looking to improve their internal workflows for external-facing communications. There is some fantastic automation that is built into the platform that has helped streamline and build in consistency for external client-facing communication.

Pros

My favorite functionality would be the collaborative chat tools amongst team members for email threads. Its an amazing tool.

Cons

The thing I struggled the most to adapt to was the Tags functionality. It is not something we use daily but had a slight learning curve for me and my team.

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

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Front is the best customer service management & email integration tool I have ever used!

Reviewed 2 years ago

I love Front! It breaks my heart that Convoy is terminating our contact soon. We have started to development our own (very basic) email platform but it is a long way away from the standard my team is now accustomed to, based on our positive experience using Front the last two years.

Pros

I love Front's ability to display who on an email chain has read our last response (revolutionary!) & the ease at which my team can comment back and forth and converse with each other, all while hidden from our customers in the email thread. Email tagging, inbox splitting, & the infinite number of archiving and email redirection rules we can put in place keeps my team organized (& myself sane!)-- as a company that receives tens of thousands of emails a day, Front allows my operations team to truly battle the "Front lines" of customer communication.

Cons

The biggest issue we deal with is Front's occasional latency. In an industry where fast is better than perfect, the last thing my team needs is Front to be lagging or down. We have a huge backlog of archived emails (Front also acts as customer documentation platform for us) so searching information can be super tedious if the platform doesn't load or crashes. My team works to urgently solve problems and every second counts, so we cannot risk even a minute of latency.

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

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A Shared Work Model DREAM!

Reviewed 2 years ago
Pros

My team uses Front daily for our customer communication, as well as internal communication. The ability to tag an internal user and comment on the threads without having to reply to the email is a game-changer when it comes to problem-solving and communication regarding more complex emails. We used multiple inboxes, separated into different inbox groups, with different permissions. It was easy to track and manage despite having so many inboxes. In a shared work model, the ability to assign emails to yourself or other members of the team was extremely useful, to ensure we were not doing double-work or responding to emails at the same time. On top of that, you would be able to see when a teammate was replying or typing under the email, which was a good way to know who was working on what.

Cons

Front tended to have quite a few outages and crashes that impacted our workflow heavily. Fortunately these were able to be resolved quickly and communication was reliable and fast! However, the number of times we experienced an outage was frustrating.

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

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Great App for Team Management of Tickets and Emails from Various Sources

Reviewed 2 years ago

We're thrilled with our experience. Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful. The application itself functions as expected for our inbound sales team to manage hundreds of inquiries with Canned Responses, auto responses, Snooze + Follow up, tagging, and collaboration. Highly recommend the tool. We use Zendesk for our Customer Experience team (support). It is a very robust tool and we haven't evaluated fully what it would look like to move to Front App from Zendesk. The needs get very technical for huge customer support operations, so Front would probably be sufficient, but I haven't fully vetted that.

Pros

I love the customer support. The tool behaves as expected and has the requirements we need to manage a global set of 6 inbound sales teams, managing tickets that come from all of our property listing sites. It has integration with Salesforce that allows our reps to interact seamlessly (for 90%+ of instances). We're very happy with the rule automation and workflow management. Our company heavily relies on Front and is happy to do so!

Cons

The analytics are pretty good, but could use some more flexibility. There are a couple niche, specific limitations that we have that we have to build workarounds for. Honestly can't think of a major pain for our use case. It is a sales use case, not customer support. Very rare down time, and any issue is displayed for all to see and addressed quickly.

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

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Great aggregator tool for Customer Success

Reviewed 2 years ago

I lead a customer success team that uses Front daily.

Pros

I love the ability to interact with all our support tools - phone, email, chat from intercom, while interacting with our full team (support team of 5). We stay connected on each user, and can easily run reports and track year over year metrics. We especially like the ability to chat back and forth before we respond to tricky situations, and the ability to Snooze.

Cons

I would love for more integrations - specifically survey functionality, or the ability to have automation once you close out an email/chat. We have this on intercom but it lives within the intercom platform now.

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

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Best Email Client To Date

Reviewed 2 years ago

Front allows me to involve team members in an email chain using the comments feature, without informing the client or unrelated individuals. This makes distance working easier as we can collaborate on a topic or ask for assistance quickly.

Pros

Easy inbox management, use of the archive feature and snooze allows you to delay not important emails, or to clean up emails awaiting replies. Tags allow easy sorting of various tasks and topic related emails into one place.

Cons

When viewing a discussion on the mobile app, it takes you from the start of the discussion, rather than the most recent message, which is a pain for internal conversations between multiple employees on a topic. the search feature is implemented well, but needs some work with regards to discussions.

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

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Just what we needed

Reviewed 2 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.

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

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Best Collaborative Shared Inbox Tool out there

Reviewed 2 years ago
Pros

The key feature that differentiates Front is that it has collaborative shared inboxes that enable us to create shared drafts, comment/communicate on threads, and manage email communications super effectively. Previously, we attempted to use Gmail to accomplish this, but Front does a great job of managing the workflow of sharing one email and collaborating effectively.

Cons

I wish there were more productivity / super-user oriented features that were more robust. There are some quirks about the workflows that make it slower for us to use. This is not a deal-breaker, but I wish it could be better.