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.
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.
Samael from Partner Hero
What I most like about this app is that I'm able to see, archive, assign, and reply emails in a few seconds.
What I don't like about it is that this application is sold for 10-20 or more users. We currently are 6 but it works fine.
Front has been great to have better interactions with customers and not waste time in unnecessary administration. This has greatly improved the response times from our team to clients
Pricey and a nice-to-have in some cases. If this is not something your organization struggles with, you might not want to spend the money
Simon from Working for different organizations
The software is very flexible and allows you to do a lot of things..
Easy to use, scalable to any size company and has a fantastic phone app.
Customer support is good and it was easy to install and set up the software.
It can get a little expensive if you're only a few people or just one individual paying for the product, other than that I've not seen any other major cons at this point.
It's a great way to manage all my email accounts in one place. Easy to use, pretty to look at - it just feels efficient.
I'm a solo entrepreneur - and the cheapest plan requires me to have more than one user. So it quickly becomes way too expensive. Would love to use the product, but I refuse on principal.
This software is the only command center for support that you need to fully engage with customers.
Front allows my support team to fully engage with customers and each other across platforms all within Front. We're able to see the Tweet that customer sent and if they sent multiple emails about an issue. It allows us to give their time the highest value and the highest productivity for ourselves.
Their pricing structure is limiting with cost per user and price hikes for additional features that would benefit the platform and experience for every user. Their support staff can also be slower to respond than would be expected for a support platform.
The multiple inboxes and tagging system makes it really easy to put emails/tickets in different buckets. It's the best way I've seen in organizing an inbox.
Their terminology can be really confusing when you look at their analytics. It's hard to know what a 'conversation' is vs. 'messages' vs. 'replies.'
Streamlines the process of sifting through a large inbox and enables the collaboration of an entire team to accomplish this task.
Front has been incredibly easy to use and the functionality to quickly assign people emails that are specifically directed to them or fall under their responsibility is a big time saver. This tool allows for great organization and enables you to archive mails that demand future follow up or additional attention.
I don't find the interface to be quite as friendly as gmail or outlook for that matter. With that said, the features and functionality are easier to locate and quickly use.
Caitlin from FLDWRK
First, front streamlines all of our team communication in one place. It allows for teams to have visibility on incoming messages/inquiries, assign them to the appropriate staff member, and even have internal conversations/notes that are not visible to the customer. You can also set reminders, alerts (i.e. snoozing a conversation for a few days), and set time-saving canned/saved responses. It's incredibly user-friendly.
First, It's very expensive.
I love that you can hook up email, text, and most other types of messaging together and answer everything from one place
I don't like the fact that it costs a good amount, but then again I am price sensitive so there you have it.