Front is a cloud-based collaboration tool for small and midsize businesses. Front consolidates various communication channels such as email accounts, Facebook and Twitter, and helps users to automate communication workflows.
When a message comes in to Front, users have the option to assign messages to specific team members, start internal discussions around messages within the application and sync work across other software such as Salesforce and Github. Users can also set up rules for automatic actions when messages meet certain conditions.
Other features include reminders, response templates, the ability to follow conversations and real-time alerts when another user is responding to a message. Front also includes analytics and reporting tools that let users view metrics for categories such as inboxes, user activity, tags and customers.
Support is provided via email and an online support forum. Pricing is per user per month, billed annually.
Front allows our small team to share an inbox of customer support emails, in addition to the calls we receive, and organize them to best see the types of emails that we are receiving. Additionally, the tags allow us to track what types of emails and calls we receive to determine our weaknesses.
I would like to see the calls and emails integrated into the same threads within the customer history page in a timeline. Additionally, I wish Front integrated with other software in a more productive manner.
Wataru from Partnerhero Inc.
Employees number: 201-500 employees
Without this email, I won't be able to handle my emails at the workplace. Oh, I forgot to mention that the "Undo send" feature saved my life few times.
Searchability of emails. And good integrity with other common tools including Slack, Trello and Asana
This is just a feature request rather than a complaint, but I can have all the conversations in an email opened by default instead of the collapsed view? This may save few hundreds of clicks per week.
Hector from Partner hero
I like front's UI and how we can change themes. Also, the private and team tags is basic for our wupport team to have an easier way to track specific tickets.
I would love to have more fonts added, the ability to add larger files to our emails and more characters for the FB inbox.
Bhaskar from Wego
Employees number: 51-200 employees
It delivers a great customer experience.
1) It's the simplest tool I have ever used.
2) Delivers a great customer experience
3) Your team members automatically get's the updates on the communication.
4)Team inbox has enabled us to be more collaborative and responsive to the customer queries.
I don't find any major issue except the pricing. I would highly recommend this product to everyone.
Daniel from Specright
I love the fact that you can respond to your chat directly from your inbox. It makes it so simple and effortless to respond quickly, and bring value to those who are interacting with you.
I wish that there was a little more customization/personalization potential, but honestly there are so many positives that it is a drop in the bucket!
Front has a very strong brand design and it is simple and easy to work their software. My team has found it more useful for project management rather than just email. We are able to create tickets, follow-up on projects, answer to people's emails, etc.
I wish I was able to customize this more. I would like to be able to make appointments or create meetings with this software, but there is no calendar capability. Also wish I could make folders like in outlook to categorize and prioritize.
Carry from EzTix Event Ticketing
I love how it connects my other products and especially the feature about assigning or looping in other team members and creating a thread about an email. It keeps things organized and makes my life less confusing!
I don't like the send later functionality. The software doesn't mention or give the option to select time zone, which can be an issue when you work across many offices, and also doesn't have a summary or a warning before firing off an email. I think it would be more beneficial to schedule a send and then have the ability to edit the delivery time, access those emails etc in a clear and easy way
Ability to respond to and manage emails as a team.
I can share and comment on threads with the rest of my team. As an admin, I also have granular control over users' access permissions to email inboxes.
The disregard the little details over and over again in favor of new updates. The app (iOS especially) makes me wait a lot of times when it shouldn't, making it feel slow in stark contrast to other mail apps. Things don't load instantly. Contacts aren't cached. Their UI designers blatantly disregard Android / iOS / Mac / web design conventions (which are there for a reason) in favor of their own convoluted system. Their release notes are boring and they make me update my app even when it's perfectly usable (this condescending attitude is particularly annoying). Many of these small glitches have actually led to catastrophic disasters within my team like unwittingly sending followup emails ("sequences") to 200+ recipients. My advice to them: focus on stabilizing your current, buggy product rather than trying to introduce a million features that don't work 100%.
Luimer from Telefónica
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
It is a good platform and has no functionality problems, the only problem that we believe is that it is very expensive
Vincent from ShoolMouv
Employees number: 11-50 employees
This tool is very powerful, you could have in the same app all your customer emails, chat messages and sms
Nothing to say. It's a very good tool. Maybe the price reduction for the yearly plan is not very interesting
The overall look of Front is simple, which is nice.
The snooze function on emails.
The support staff were friendly and quick to answer.
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 problems.
1. No calendar. Cannot make appointments, set up meetings, etc.
2. Unable to edit messages in a previous thread. Say someone sends you a list of questions. You cannot just answer next to their list in the previous email and say "see below."
3. Archiving messages... when we first switched to Front, the management team used it for a few weeks to test it. When the team was instructed to switch within the next couple weeks, and BOOM thousands of emails that Front could not autoarchive. I had about 10 emails in Outlook during the switch. The front inbox had accumulated thousands over the course of the management test period. Front could only auto archive shared inboxes, not personal. I had to spend 20 minutes selecting 3000 emails to auto archive since it didn't sync correctly with Outlook.
4. Saving emails... you can't. You only have the option to send a link of the email which only works for those that also used front.
5. You cannot edit pasted tables in front, as far as formatting goes. No deletion of columns or making rows smaller.
6. No red flags or categorizing. Often I'd keep emails in Outlook and red flag them to remind myself to check on it before I leave. No flagging in Outlook. This is replaced by snoozing in Front to make it reappear later, but I do miss the flag option.
7. You archive something in someone else's inbox that they share with you... it archives in their inbox, too.
8. No options to make folders. You want to move emails to a folder to refer to later? You cannot.
I could go on and on and ended up emailing a list of 18 problems after using Front for the first 3 months to management who sent to Front support. The responses were basically they hope to rollout that feature one day. Which obviously doesn't help now.
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 in bed they show up to my clients as sent at 7am the next morning. Set up wasn't too bad since I had already used Support Bee previously. The mobile app is solid as well, though my Android phone tells me it takes a lot of battery power. I wish it was listed as a native email provider on Andoid phones - so right now if I click on a email link in my Pipedrive App, I can't have it open in Front. Front is better than Pipedrive for sending emails since I can drop screenshots inline in emails in Front - something we do on a daily basis. I recommended this to a client who initially liked the idea that it connected with Shopify, showing order information beside each email (see cons for rest of the story). It's normal email stuff works just fine as well - removing formatting, adding bullets, bold, etc all work as expected. As an admin, I like having the ability to make sure my team is keeping on top of shared emails. Additionally, when a teammate needs some help on a message, they can share it with me to help advise them.
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.
Ranju Employees number: 1 employee
I like Front as it is much better than using email for working on projects. It also works really well as a ticket replacement (for customer issues). You can consolidate messages from several sources and then use them as tasks to assign to people. There are lots of additional features. My favorite is the analytics as it offers interesting insights about response times.
No real complaints. The sign up is a bit annoying because you have to enter a pin to verify your email, but it’s not a big issue.
Steven from Sparkay
Easy to use and everything is centralized (respond, answer, create ticket, follow-up, e-mail, analyze funnel)
Many features, which is a bit hard to master at first but excellent customer service to help you out.
Beth from Coast to Coast Services
Front really helps managing large amount of emails, and have multiple different accounts in the same place.
We are a small company so it is a little bit expensive for us right now, but I still think it is worth it for the convenience
Vivian A. from PartnerHero
Employees number: 201-500 employees
I can answer emails on-the-go and it allows me to sync it with my salesforce account.
The interface is very attractive in comparison with other software. I really like the option that allows you to assign emails on-the-go and the way it organizes your mail. Also, that you can add your own automated responses which makes easier your workflow when sending important emails to clients.
I think the monster faces that the software had initially were a unique characteristic that nobody else had. You should switch back to that version or add the option.
Usually, the app takes some time to load and it can be very frustrating. Seeing things load quickly, or at the very least improves the user experience.
This has been very helpful for our teams to have a central mailbox and not have multiple accounts to log into.
Support has been pretty good, not great. We had issues on a few accounts and urgently needed a solution. This was the one and only time though so all and all a great company
Kasey from University of North Carolina at Asheville
Employees number: 501-1,000 employees
It was very easy to use and relatively powerful at what I does. There is a lot of customization and even works with your Facebook page which is super nice.
The biggest issue is that it prices smaller people like me out of it as a single or double user, there are just cheaper options out there. For larger companies, the pricing becomes a lot more competitive.
Jessica from North Texas Clinical Trials
Employees number: 2-10 employees
My team and I were able to collaborate with our emails much more efficiently with this software! Sharing emails seems nearly effortless with this software.
It was very simple and hassle-free to get started with Front and I believe that it is much easier to manage high volume amounts of work email using this platform. I also like that it integrated seamlessly with my current email client and nothing was really made to be difficult or time consuming when deciding to use Front instead of simply Outlook.
The only con that my team and I came across is that the app defaults to "replying all" with Front. My coworkers have unknowingly sent emails to people that they weren't intended for because of this.
Elle from Chicago Public Media
Allows team members to communicate all in one place. Helpful in organizing messages and incoming inquires.
No complaints but does seem like the monthly cost is expensive per user. Still getting familiar with this software.