All Front Reviews

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Isabel Cristina

Professional Training & Coaching, 1 employee

Used less than 6 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

Reviewed June 2021

I just didn`t listen

User Profile

Paul

Verified reviewer

Accounting, 51-200 employees

Used daily for less than 6 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed December 2019

The Best Team Collaboration Tool!

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 had in my entire 20+ years of work experience. I can't believe that I could even live without Front before. I don't see how I can ever go back to the old way of just sending e-mails and losing the collaboration function that Front provides. One problem that many people have is tagging an e-mail as backup for a task or the like. With the permalink feature, we're now able to attach an e-mail string to any Asana task so that the we can quickly refer back to the e-mail without screenshots and the like. It's so much easier now to keep all of our information together without an overload of e-mail messages.

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 they just type up the e-mail, share the draft and @mention me, I edit it, my signature automatically attaches and then I send the e-mail as if I had written it. It's actually quite brilliant instead of sending an e-mail to one person to review, you can share it and everyone can see the edits. I like how you can immediately see at the top the tags of whose folder you're in so that you don't have to search through the e-mail to realize where you may be or which client you're working with. I also like the feature that lets you know if one of your colleagues archive the message that you're currently looking at. It helps to know this so that you know whether or not you need to reply to the message or assume that they're still going to respond. I also love how we can snooze an e-mail until later so they don't junk up the inbox. I am usually terrible at just leaving my inbox full with unnecessary messages that I forget to get back to until it's too late. With Snooze, I now say goodbye for now and get it out of my mind completely and then am reminded of it at the appointed time.

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 should either be able to make it private or not add it to a shared project. I was going to say that I would love to make reactions to the comments placed in Front but it appears that that option was added 18 hours ago so someone else beat me to the punch. It might be nice to have the option to add a follower to an e-mail thread but make it so that they cannot see any previous comments to when they were added. This would just make it so that you can share current information going forward but not include any past information that you may not have wanted to get into their hands. I'm sure Hillary would have loved that feature. One thing that I would love to add is an @mention to say something like @all or @everyone that tags everyone that is assigned or a follower to a particular e-mail comment thread.

Arielle

Insurance, 11-50 employees

Used daily for less than 6 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

5

FUNCTIONALITY

5

Reviewed August 2020

Love Front- Would Recommend

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)

Reason for choosing Front

As part of our product offering, we send emails from our client's email domain to appear as it is from them. With these integrations, Zendesk's product was unable to support the configuration but Front was able to.

Reasons for switching to Front

HubSpot was AWFUL! I am so passionate about this. We had several situations with HubSpot where emails were sent to the wrong individuals with support tickets, the site crashed completely, and it was inconvenient that they did not have a mobile app. We got a Customer Success Representative at HubSpot assigned to us and they "follow-ed up" on the bugs and were never fixed. Eventually she ghosted us. Switching to front was the best thing that could've happened to us.

Anonymous

Used daily for less than 6 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

3

EASE OF USE

3

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

4

Reviewed March 2018

Great for collab, not so great for the budget

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 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.

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.

Sophia

Logistics and Supply Chain, 51-200 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed December 2023

Help your company see what's in "Front" of you

Fantastic! I didn't use it before coming to Zonos, and we haven't used any other email platform to communicate with our clients since.

PROS

Front makes it easy to organize, prioritize, and manage emails. Front makes internal collaboration seamless and efficient.

CONS

Nothing really. I just don't like how they took away the Star feature

Vendor Response

Thanks so much for your positive review, Sophia. We're glad you enjoy the product (and Front puns) as much as we do!

Replied December 2023

Ari

Legal Services, 51-200 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed December 2019

Shared Email Tracking without the need for tickets

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.

Reason for choosing Front

We liked the email integration of front wherein ticket ids and perfunctory auto responses were not required, but we still got all the same functionality of other email / ticket tracking systems.

Reasons for switching to Front

We had extremely too much email for an Outlook mailbox to handle, no SMS integration nor chat functionality.

Adam

Furniture, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed April 2020

Great software, hard to be without

PROS

The best part of Front is that it only adds a layer on top of already existing things, such as an e-mail inbox. Other helpdesk software systems tend to be built around their own database structures and add e-mail on top of that instead. The approach that Front uses also means that if one were to ever leave Front, every single correspondence with customers is still sitting in your e-mail account (s).

CONS

There's not really anything I've ever disliked about the software. My pet peeve is that they've raised the prices quite dramatically over the last years. I'm disappointed that software creators these days seem to lure customers in with low prices to build their base and then raise the prices once they have a big enough customer base. But all in all, the software in itself is great.

Reason for choosing Front

Because Front uses a completely approach which I think is a much more logical one, especially for a company like hours where each "ticket" or correspondence is usually resolved quickly.

Felipe

Financial Services, 201-500 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed April 2022

Great Experience with Front

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"

Reason for choosing Front

Layout, features, support, sales proccess, pricing.

Reasons for switching to Front

We didn't like Zendesk layout and support

John

Graphic Design, 2-10 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

3

Reviewed April 2020

The best email software I've used

It's revolutionised the way we run things. For a company that interacted with 90% of it's customers on Etsy, it was always a bit of a chore when someone wanted to email. Now with front, I would say we're 80% emails and we encourage even our Etsy customers to email us directly.

PROS

It's simplifies complex processes, breaks down your work into digestible chunks. It's intuitive, straightforward and has lots of time saving tricks and tips.

CONS

There's a couple of features that would be really handy, that I've requested a couple of times . For example, dragging and dropping a jpeg into an email, adds it as an inline image. I would like a preference to select to have all files - regardless of format, to be added as an attachment. I'm also unable to change my Download Location in my preferences, it simply doesn't work when I try to change this. Granted, I haven't reported this yet and I'm sure they'd be very helpful in solving this.

Reason for choosing Front

N/a

Reasons for switching to Front

I used Front at a previous company I worked for, so I was familiar with the system and really liked it.

Sam

Computer Software, 501-1,000 employees

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed August 2019

Makes Customer Success Simple

We use a pooled system for our customer success team for accounts in the SMB segment, and Front is our new shared inbox system to facilitate communication between CSMs and customers

PROS

Used as a shared inbox for our customer success org and it solves so many problems. Shared inbox, Salesforce integration, and assigning tasks are some highlights

CONS

Can be difficult to implement, time consuming to create but saves time in the long run

Reasons for switching to Front

Better features for our use case, lower price

User Profile

Nic

Verified reviewer

Education Management, 51-200 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed April 2019

A Great App for Unifying and Streamlining your Communication Workflow

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 personal inbox—messages acrue and clutter the inbox—but counterproductive for a shared inbox with a mix of Front and Office 365 users. The obvious solution is to move all users to Front but in my case it is not realistic to onboard our entire team at once. Front should sync all actions back to Office 365. My second and last complaint is Front's calendar: it's not as robust as it should be if it's intended to be used instead of, say, Office 365. The experience for creating timed versus all-day events is cumbersome and to my knowledge, cannot be toggled between. Additionally, there is no functionality for creating recurring events. Unfortunately, my time is currently wasted switching between Front and Office 365 for simple calendaring tasks. I am looking forward to the Front team addressing both the sync and calendaring issues in an upcoming release. These pain points are partially behind my hesitation to push Front to all team members.

Mallory

Computer Software, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

FUNCTIONALITY

5

Reviewed September 2020

Collaboration with Front is so easy!

PROS

I think my favorite thing about Front is the ability to collaborate with teammates on emails + share drafts. I also use the canned response feature A LOT, as well as the Snooze ability. It helps me keep my inbox clean, while still allowing me to follow up at a time of my choosing!

CONS

I still use the Gmail calendar interface. I think improvements have been made to Front's calendar though, so I need to check it out again.

Reasons for switching to Front

Others at my company were using Front, so I decided to give it a try. I was skeptical because I really like my labels and folders in Gmail, but I haven't missed them!

Nadiv

Consumer Electronics, 501-1,000 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

FUNCTIONALITY

5

Reviewed November 2020

Front: your home base for email communication with customers

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 notes for colleagues, for customer cases that require more time or team input. Front's search functionality is also unparalleled. If my organisation has ever had any contact with a customer, I can find it using the barest of search strings. To give an example: Front will pull up alternative email adresses that customers have, by cross-referncing known information such as customer name. Lastly, the UI uses colors that aid readability, but are also visually very pleasing. All in all this software is critical to my daily work, and is the most pleasant and easy-to-use email client I've ever used.

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.

Giada

Photography, 51-200 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed July 2020

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

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 it to your colleagues. Moreover, you can even assign the email to more than one people - keeping everyone posted about important issue. Last but not least, you can use this app even to comment and share plus information about email or work to do with that email/costumer directly using the chat below the main inbox (this is something that can be shown just between team mates - avoiding the possibly of sending personal information to the direct costumer while forwarding the email to your colleagues).

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.

User Profile

Shari

Verified reviewer

Consumer Services, 5,001-10,000 employees

Used weekly for less than 6 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

FUNCTIONALITY

5

Reviewed July 2022

A Great Software to Communicate With Customers

PROS

I've used Zendesk for years, which is a really popular customer ticket support software, and this software is way better than it! The UI is already familiar as its set up like the main inbox to your Gmail or Outlook account and you can actually see when a customer has 'Seen' your message! The software has its own Desktop app unlike a lot of others, but I mostly use it through the web to sift through multiple tickets easily. A great benefit, as well, is how easily you can integrate other software into their plug in feature. So you can connect it with your business' Shopify, Salesforce, WhatsApp, Google drive and many many other apps! There's a comment section on each conversation that you can use to communicate with team members and because it's a true emailing software, you can CC and BCC other people on your customer's messages, if necessary. You can set a time limit for how long you have to cancel a sending response and you can create templates for canned responses/macros that you will have to use on a regular. It's a really great software and I wish I could use it for every email/ticket customer support role I'm ever in.

CONS

The only dislike I have is when I was first given access to it, I selected the option to log in with my work's Google account to make the process easier. I then realized that my work emails were actually coming into the main Front's inbox and all the other teams could see those messages. I found the option to turn off all personal incoming messages but I could not unlink my Google account from it so I can still see all my old messages in my inbox and have no way of removing them without them being deleted from my actual work account's email.

Lauren

Logistics and Supply Chain, 501-1,000 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

3

FUNCTIONALITY

5

Reviewed September 2020

A Shared Work Model DREAM!

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.

Anonymous

11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

3

EASE OF USE

4

VALUE FOR MONEY

1

CUSTOMER SUPPORT

3

FUNCTIONALITY

4

Reviewed June 2022

Good tool - but SaaS typical pricing issues

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 something rather trying to be a solution for "everything". The pricing of Front is unintuitive - basic features like a user and team management are exclusive to the highest tier. For this even managing just a few users and their permission and settings is a real pain as long as you're not willing to upgread to the highest tier (99$/user/month). Hiding essential/basic features in highly overpriced tiers is a disease a lot of SaaS tool have - a practice that really needs to end.

Julian

Consumer Electronics, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed April 2020

Make email your superpower.

PROS

it's very convenient to have ALL of your company's communication in ONE place. Nothing slips through the cracks - from emails/facebook messages/tweets and text messages you name it it's all there. It's very intuitive to talk with the team and get back to customers/prospects with an answer. A win win and great investment for company that works digitally.

CONS

It takes a while to onboard the whole team and get them to understand all the features. Also it's quite pricey per user per month.

Patrick

Building Materials, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed August 2020

Best Email Client To Date

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.

Reasons for switching to Front

Easier management of email workload

Anonymous

51-200 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed July 2018

Front has allowed our company to save about a 5 to 1 ROI in time savings

Major time savings and better organization is the key benefit we get as well as being able to build our own custom plugins.

PROS

Front allows teams to work in a more organized flow with incoming emails. One of the ways we have been able to utilize Front has been to group all emails for specific teams into Team inboxes and then team members can take emails out of the queue and work to bring the box to zero. This has saved us a lot of time from trying to organize emails in outlook. The main selling feature for us however was the ability to create a custom plugin in the panel on the right as well as pull data from the current conversation from the Front API that is well built. This allows us to customize our flow. Front also has several default integrations some more useful than others. They seem to be growing at a large pace so you can expect to see major enhancements with the product in the future.

CONS

The price can be a little high per user and the Enterprise version doesn't seem to offer the kinds of benefits you would want to see for such a large price jump. There also seem to be some features on enterprise that feel like they should be one tier down like user roles and authorization.

Bryant

Legal Services, 11-50 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed June 2020

Great email platform for team collaboration

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

PROS

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

CONS

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

Are

Accounting, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

1

EASE OF USE

1

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

1

Reviewed November 2018

KEEP AWAY!

Worst customer experience I have ever seen! They promised one price, but after about a year they suddenly doubled the price without even telling us. Suddenly 15 000 USD was withdrawn from our account. Borderline steeling if you ask me.

PROS

The way they priced the product before doubling the price.

CONS

Doubling the price without telling us. Stole 15 000 USD from our account and cannot explain how they calculated that amount.

Vendor Response

Thank you for sharing your feedback. Trust and integrity are critical to how we run our business and so we take these accusations incredibly seriously. However, we must correct the record. Our team spent considerable time explaining your invoices to you, tried for three months to give you a price similar to the discounted one you originally had, and extended the timeline of a commercial offer. We regret that you were still not satisfied with the offer and would be happy to start the conversation again if you wish to do so.

Replied March 2019

Breno

Logistics and Supply Chain, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

3

FUNCTIONALITY

5

Reviewed October 2023

Great email software

My overall experience has been positive. The software is very good and fulfills basically all our company's expectations.

PROS

I like it a lot how we can keep our inbox organized. We also have the feature of tagging and asking for team members to check the email or send it to new inboxes within the same company. We can also snooze the email. We like the platform a lot!

CONS

One thing that is bad in Front is that when you move a conversation to a different inbox, everyone who is not assigned to the 2nd inbox loses access to the conversation.

Bryce

Marketing and Advertising, 11-50 employees

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

3

EASE OF USE

2

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

3

Reviewed June 2023

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

I felt the sales process was pushy. No where on the website pricing does it say there's a minimum number of seats required for their Growth and Scale model. Growth is 2 seat minimum and Scale is a 5 seat minimum. When I clicked to be contacted by sales I received this pushy email from [sensitive content hidden] Sellman in their sales department that said "10 user minimum, 12 month agreement only--no monthly option, annual billing nad $1188 per user per year." all matter of fact like, "If you don't want to do this, don't even bother." when I queried this, I was sheepishly told the minimum was 5 users, not 10 but what little trust I had for a platform that asserts a pushy annual rate, payment upfront with no real platform experience was lost at that point.I felt this was a total bait-and-switch compared to what their website pricing model appears like. With a zero refund policy but yet demanding minimum user amounts AND no monthly trial period, just a flat "Pay me money now"? I can't ever recommend this tool.

PROS

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

CONS

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

John

Information Technology and Services, 11-50 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

1

EASE OF USE

3

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

3

Reviewed March 2021

Good for years now a slap in the face

Things were going nicely for years. A few awkward changes, some downtime but we got through it and were happy. Now we've got this email with "Today, your Front account is on a custom plan. According to our records, your discounted pricing is set to expire on March 13, 2021, 00:00 UTC. At that time, you will be transitioned to our standard plan prices, and your monthly bill will change from $482 to $677." That is not a nice pricing change. Ever heard of grandfathering? You don't hit your loyal customers with some line about their pricing being a "custom" "discount" and hit the with a 40% hike. This greedy play makes me worry about the future of Front.

PROS

Easy to manage various inboxes The UI is nice Ties channels togeter nicely

CONS

Nasty price hike You need to adapt to their way of doing things Some downtime

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