About Front


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.



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Supported Operating System(s):

Web browser (OS agnostic)

103 Reviews of Front

Average User Ratings

Overall

4.31 / 5 stars

Ease-of-use

4.5

Value for money

4.0

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(58)

4 stars

(30)

3 stars

(7)

2 stars

(5)

1 stars

(3)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 103 reviews

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March 2019

Nic from Pacific Union College

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

March 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.

July 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

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.

December 2018

Matt from Instructure

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2018

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

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.

Response from Front

Replied January 2019

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

October 2016

Stefany from MRG.NYC

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

October 2016

Organized and Efficient

My company uses Front in a way that it was not created. I say this because the company accommodated our use rather than letting us go. Because of this allowance, they have made our day to day use of hundreds of emails efficient and effective. We are able to assign incoming email, share with unlimited employees and a number of integrations keeps the app connected to our CRM and other integral apps. Folders allow us to keep a very organized view of our incoming mail stream with employees that are offsite or in different countries. The number one reason for choosing Front was their phone app. Beautifully designed and easy enough to use by my least technical employee with ease. Compatible with IOS and Android. There are regualr upgrades so they are a growing and innovative group of people. Their willingness to work with us and even take suggestions for upgrades was a deciding factor to stick with Front.

Pros

Easy to use, scalable to any size company and has a fantastic phone app.

Cons

No issues so far.

September 2017

Stefanos from Resin.io

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

September 2017

Excellent tool for a team that has a number of email accounts!

Centralized mail management was the main reason for choosing Front. It is a great tool indeed.

Pros

Front if used correctly can be a powerful service. We use it for our company. Everyone has access to Front with their personal account (after they get invited) and they can manage themselves which inboxes to receive emails from. The main features that I see are the following:

- User friendly interface
- Customization
- Excellent support

All in all I would recommend it for anyone searching for such a service. We are very pleased so far.

Cons

Front hasn't got many things going the wrong way. If I should say something that would be that at first glance it might be a bit too much and intimidating to have all those inboxes and emails coming in but after you find your way around Front you realize that it was just wedding jitters! Everything turns out fine in the end :)

January 2019

Ethan from Easy Agent Pro

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Customer support

4.0

Functionality

4.0

January 2019

Front App made my customer support job a breeze 99% of the time.

Pros

The internal commenting system was instrumental to make sure everyone on the team knew where we were with a specific ticket. The ability to build custom modules for the program allowed our dev team to hook up our customer database to Front to easily search any relevant piece of info we needed without having to leave the program.

Cons

They recently updated the UI to be more modern and user friendly, but unfortunately hid or removed a lot of the features that were in the forefront with the old design. You can still access most of them, but they now require a few extra clicks, which can interrupt work flow.

Response from Front

Replied January 2019

Hi Ethan, 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 the workflow issues. Our product development team is continuously working on improvements there.

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

December 2018

Making Working Remotely Easier

Pros

I work remotely, as does the rest of the team I belong to, and using Front to coordinate client emails is essential to presenting a united front in terms of responses and feedback. The ability to tag, comment and reassign is especially helpful in providing clients with a consistent and uniform voice when answering.

Cons

If I had something that I like least about Front, it is the problems that can arise from someone re-opening an already archived email. It can cause the email to show up in the inbox of the individual who archived it and nothing can be done with it, and it is a pain to make it re-archive.

Response from Front

Replied January 2019

Hi there, 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 archive. Our product development team is continuously working on improvements there.

April 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

2.0

Functionality

1.0

April 2018

One of the worst email applications I've ever used

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 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.

March 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

3.0

Value for money

1.0

Customer support

1.0

Functionality

4.0

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.

February 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

February 2018

Front offers unsurpassed visibility between customers and your support staff.

This software is the only command center for support that you need to fully engage with customers.

Pros

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.

Cons

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.

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Customer support

4.0

Functionality

3.0

November 2018

Great Collaboration Tool but Highly Non-Customizable and Expensive

After a year of using it, the software has definitely shown that if you're not collaborating on emails, you've been missing out. BUT, the lack of flexibility in the software has me searching out other options for an email client.

Pros

This software makes it easy to collaborate on emails, gives staff accountability, has fair audit features, and if you pay enough money, the ability to create additional roles is also pretty nice.

Cons

No built-in spam filtering. Have to use your own email provider for that. Extras like additional roles and the ability to separate teams is too expensive. The software can't be customized aside from creating rules, which don't always cover what you needed done.

Response from Front

Replied January 2019

Hi there, thanks for taking the time to review Front! We're sorry to hear we haven't completely met your needs. We are in the midst of re-evaluating our pricing so hopefully you can reconsider us again soon.

January 2019

Neven from Better Mortgage

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4.0

Functionality

3.0

January 2019

my review

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.

Response from Front

Replied January 2019

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.

January 2018

Caitlin from FLDWRK

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support