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Help Scout vs Front Comparison

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Overview

Category Leaders

Help Scout is a customer support platform built for growing teams to deliver top-notch customer service. When you sign up,...

Category Leaders

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

  • 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

No videos yet

Pricing

Starting from

20

/user

Per month

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

Starting from

19

/user

Per month

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

User reviews

4.7

214

5

4

3

2

1

152

52

10

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

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

Pros

In my 20 years I've never come across such an elegant solution as Help Scout. Everything works good, looks good.
Its ease of use, great search with keywords in the help guide area of clients. The ticketing system is great and integrates with Infusinsoft and Trello so we can transfer information between teams.
The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.

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.

Cons

Due to the automated change of tickets after leaving notes or replying on some of them, I ended up replying or closing the wrong ones, and in a delicate work, this was frustrating.
The only real problem I've had is that the attachment system gets stuck whenever I try to upload by dragging files into the window.
Email management is no longer a source of frustration.

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.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last review14 days ago

Key features

  • Total features73
  • @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
  • Cataloging/Categorization
  • 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 History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • 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 Management
  • 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
  • Full Text Search
  • 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
  • Negative Feedback Management
  • Notes Management
  • On-Demand Communications
  • Onboarding
  • Opportunity Management
  • Order Management
  • Performance Management
  • Performance Metrics
  • Personalization
  • Prioritization
  • 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
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Team Management
  • Template Management
  • Territory Management
  • Text Analysis
  • Text Editing
  • 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 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
  • Cataloging/Categorization
  • 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 History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • 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 Management
  • 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
  • Full Text Search
  • 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
  • Negative Feedback Management
  • Notes Management
  • On-Demand Communications
  • Onboarding
  • Opportunity Management
  • Order Management
  • Performance Management
  • Performance Metrics
  • Personalization
  • Prioritization
  • 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
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Team Management
  • Template Management
  • Territory Management
  • Text Analysis
  • Text Editing
  • 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 integrations181
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations108
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

PB
AvatarImg

Patrick B.

Building Materials, 51-200 employees

Used daily for 2+ years

Review source

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

Share this review:

Front logo

Front

Front App easy to communicate without all the emails

Reviewed 2 months ago
Pros

The ability to chat in realtime on an email thread. Invite non-emailed teammates to an email thread. have less emails Shared email Boxes

Cons

Its a little tricky to set up but there is a lot of support to help you out.

Vendor response

We're thrilled you're having a positive experience, Patrick. If you ever need us, you can reach our support team at support@front.com!

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.

JG
AvatarImg

Jennifer G.

Legal 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

Share this review:

Front logo

Front

We LOVE Front!

Reviewed 4 years ago

Overall, we are VERY happy with Front and honestly don't know how we went this long without using it.

Pros

Front helps us organize emails on a level we never knew was possible. It assists with workflow and avoids emails getting lost or not addressed.

Cons

There is a learning curve, and there are some features it does not have that we think would definitely help it be more robust.

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AvatarImg

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.

EW
AvatarImg

Elizabeth W.

Design, 51-200 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

Front is a game changer for executive assistants

Reviewed 2 years ago

I was new to Front when I joined my latest company this year and going forward, I would ask any executive I work with to use this app to help me free up their time.

Pros

Front allows me to be in my executive's inbox with so many more sorting features than just sharing an email login. The ability to keep my CEO at inbox zero, while sorting emails into various categories, prioritized for attention, has brought the time he wastes on inbox management to zero. He can immediately start replying/responding/assigning. The ability to comment internally within the email helps us assign and decision make without an extra slack ping. The spam rule creator has pared that cumbersome task down completely. Assigning emails helps us get work done without an extra conversation. All these time savers have added up to a significant lift in daily flow and efficiency.

Cons

Front was a bit of a learning curve the first couple of weeks -- figuring out where emails went when using certain features. If ease of ux / walk through was addressed, it would be the only improvement I could ask for.

AR
AvatarImg

Verified reviewer

Outsourcing/Offshoring, 201-500 employees

Used daily for less than 6 months

Review source

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

Share this review:

Front logo

Front

An email client that's also your help desk.

Reviewed 5 years ago

I'm still learning on how to customize it to better fit my needs. We use this app as our internal help centre (we previously used Zendesk) and I'm optimistic on the premise of this app.

Pros

Its main focus is to be a collaborative platform between the users of an organization, where you can easily share, assign, tag, and answer support emails without the need to forwarding the email to the right person. And this is really great for customer/technical support, where multiple people and chime in with their suggestions and comments.

Cons

I've been using this app for the past month or so and my feelings are mixed. In one hand, you have this great cross collaboration tool, but the UI isn't polished enough, as it tries to be "the only app you'll ever need", but at times it feels bit too much and messy.

TC
AvatarImg

Tim C.

Transportation/Trucking/Railroad, 51-200 employees

Used daily for 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

If you have multiple teams managing emails daily, Front is for you.

Reviewed 7 months ago

Overall it was easy enough to set up and configure rules without much technical help. The difference from other systems we used to manage our email was instantly significant and improved efficiency and response times.

Pros

The internal team chat enhances communication and collaboration. The clarity of who is responding or seeing quickly that someone has responded so you do not waste time on emails that someone has already sent or is working on sending.

Cons

The integration with WhatsApp that we use to communicate with drivers is really more geared toward communicating with customers and is a bit quirky but we made it work.

NR
AvatarImg

Niklas R.

Review source

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

Share this review:

Front logo

Front

This is a better help desk

Reviewed 8 years ago

Front lets your team communicate with customers without a help desk. The customer doesn't have to deal with threads and tickets. It is just like writing a mail to a friend. I don't if there is another app like this out there.

Pros

No pros were added to this review

Cons

No cons were added to this review

NZ
AvatarImg

Neven Z.

Financial Services, 201-500 employees

Used daily for 6-12 months

Review source

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

Share this review:

Front logo

Front

my review

Reviewed 5 years ago
Pros

I like that it pulls so many accounts into one area and lets myself and coworkers manage and send emails as a team from one box but also allows us to work individually. It really comes in handy to be able to assign emails to people and not have to forward and some how mark them to help stay organized.

Cons

The forwarding feature somehow got way too complicated. I am not sure why or how the simple method of forwarding an email got split into so many different categories of "in this conversation" "in a new conversation" etc etc. I just want to be able to send the email to others without having issues.

Vendor response

Hi Neven, thanks for taking the time to review Front! We are so pleased to hear how we've made your job easier. And thank you for the constructive feedback on forwarding messages. We'll pass this along to our product development team.

AvatarImg
AvatarImg

Patricio M.

Outsourcing/Offshoring, 1-10 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

If you can afford it, get it.

Reviewed 3 years ago

We use it mainly to communicate things in between the team but it help us specially to handle issues which require the attention of many members of our team. Like I said before, it saves us those 2 minute calls or at least miscommunication issues that can make you not deliver to your customer.

Pros

How simple is to communicate and handle issues between our customers and our team. It just saves you a lot of time, specially those unnecessary "2 minute calls".

Cons

It might be a little expensive, specially if you are just starting or at least the opportunity cost might be quite high compared with some other tools you might want to have (Regardless the department).

MW
AvatarImg

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

Share this review:

Front logo

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.

TA
AvatarImg

Treavor A.

Furniture, 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

1-Year Review

Reviewed 4 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.

HF
AvatarImg

Hillary F.

Marketing and Advertising, 51-200 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

Big Fan of Front

Reviewed 4 years ago

My overall experience with Front has always been positive, and I never want to switch to another email platform!

Pros

Front has really cool features that drastically help my work flow. With the snooze feature, I can keep my inbox clean while never missing a follow up with a customer. The comment feature allows me to chat with a teammate about a customer email that affects us both, and shared drafts are perfect for collaborating on responses. I can also create meetings links for customers to schedule a meeting with me right there in Front!

Cons

Sometimes I do miss dragging an email into a folder and having it pop back into my inbox when the customer responds. Front has tagging, but I have found that I still miss using folders.

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Amity C.

Computer Software, 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

Share this review:

Front logo

Front

Making inbox management easy

Reviewed 4 years ago

I am very happy to have discovered Front App, working with some clients. It makes collaboration so easy even though executive and assistant are miles apart. It's a wonderful tool for distributed teams.

Pros

As an assistant, I help my executive write a lot of mails on a daily basis. Front App enables me to create drafts super easily. My executive can give me context by writing a comment under a mail or can simply assign an email to me and I will know what to do. We also use Front App for her to assign me tasks. We have set up a rule where emails are sent to my withdouble.com dashboard, creating tasks in my to-do list.

Cons

It was not intuitive for me to set up the afore-mentioned rules but support was helpful and efficient. Also, I would like to send emails on behalf of my executive but even though I have access to her inbox, I can only prepare drafts for her and send from my own email address.

HB
AvatarImg

Heather B.

Hospitality, 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

Great value, good product, but could still use some improvements

Reviewed 4 years ago

It has been helpful for our company to have the ability to sort our emails by market and then assign each email to the appropriate team member. It is also helpful to be able to see the number of emails in team member inboxes and when they are online, in order to better determine who may need help. Having the ability to at mention a team member or share a draft with another member of the team is helpful for the company as well.

Pros

I really like the ability to set timers for emails to reappear in my inbox, and having the ability to assign and @mention team members are also helpful features that use daily.

Cons

I still miss having actual folders. I feel like it gets confusing using tags and having my emails sometimes auto-archive. I actually missed including some invoices on my month-end statements last month, because those emails archived and I didn't see them in my open tab in under that tag. I also recently discovered that we can't use our mail merge app with Front. In our industry having the ability to use a mass-mailout software or app is very important.

AvatarImg
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Carlos Mario S.

Import and Export, 11-50 employees

Used daily for 6-12 months

Review source

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

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Front

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

Reviewed 4 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

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Matt P.

Information Technology and Services, 501-1,000 employees

Used daily for 1-2 years

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

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Front

Front is the best tool we ever added to our team!

Reviewed 6 years ago
Pros

Front is an amazingly powerful tool backed by a team of professionals who provide us with the ability to manage our email as a team. We work together to help our customers succeed and share an email account — with Front we're able to assign out emails, have thread-specific chats by mentioning team members and use the Sequences feature to send personalized messages to our customers. Using Front has increased our communication internally and has dramatically improved our efficiency when addressing customer requests. Sequences allow us to stay personal and deliver proactive outreach without sacrificing time.

Cons

Front is a growing company which means they roll out updates from time-to-time — anytime there are bugs they are quick to address the concerns. The CSM team and technical support have been super helpful anytime we've run into issues.

Vendor response

Hi Matt, thanks for taking the time to review Front! We love helping the Instructure team be so efficient :)

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Donald M.

Information Technology and Services, 201-500 employees

Used weekly for 1-2 years

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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.

AR
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Verified reviewer

Used daily for less than 6 months

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  • Value for money
  • Ease of use
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Front

Great for collab, not so great for the budget

Reviewed 6 years ago
Pros

We love using this for syncing with Pipedrive - the implementation was easy. The powerful autoresponders are helpful as well. On any given day, we can have a different auto responder, which is great because we're always in a dedicated project on Wednesdays and out of office on Fridays. It's also a bonus that send later is active right out of the box - so when I'm working on emails after my kids are...

Cons

Buyer beware on the TOS regarding refunds. I set this up for a client and got them paid up as an annual client with several users. However, it wasn't a good fit for them. I was not pleased to find out Front does not offer pro-rated refunds, which is costing my client a lot of money and jeopardizing my relationship with them. Customer services was unsympathetic. For this reason I can't recommend Front anymore. If a user signs up with an annual plan, they will at some point be losing money, not saving it - unless they cancel on the anniversary of when they started. Just because it's in the TOS doesn't mean it's the right thing to do: Front is one of the companies that needs to learn this.

DB
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Derek B.

Logistics and Supply Chain, 11-50 employees

Used daily 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

Front ~ Showing You What Email Can Really Do

Reviewed 4 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...

AR
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Verified reviewer

Food & Beverages, 11-50 employees

Used daily for 6-12 months

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

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Front

Good tool - but SaaS typical pricing issues

Reviewed 2 years 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...

AR
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Verified reviewer

Marketing and Advertising, 51-200 employees

Used daily for 6-12 months

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  • Value for money
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Front

One of the worst email applications I've ever used

Reviewed 6 years ago
Pros

The overall look of Front is simple, which is nice. The snooze function on emails. The support staff were friendly and quick to answer.

Cons

My company switched my team over to Front after a couple people who shared an inbox had issues with managing it. I didn't have a shared inbox, but struggled with the lack of functionality for just personal inboxes. There are so many missed functionalities to Front it made my job incredibly inefficient. I found myself spending more time doing my job which consists of heavy emailing because of Front...