Front Review
Our score 9.4
What is Front?
Front Software Review
Welcome to my comprehensive review of Front, a remarkable software that falls into multiple categories including Social Customer Service Software, Shared Inbox Software, Live Chat Software, Help Desk Software, Email Software, Email Client Software, Customer Communications Management Software, Conversational Support Software, and Business Instant Messaging Software. In this review, I will provide you with an in-depth analysis of the features, performance, and user experience of this powerful SaaS application.
Introduction
Front is a versatile software solution that aims to streamline communication and collaboration within teams, ensuring that customer support, email management, and other essential tasks are handled efficiently and effectively. It offers a diverse range of features that are designed to enhance productivity, improve customer service, and facilitate seamless team collaboration.
Key Features
- Shared Inbox: Front provides a centralized shared inbox that allows teams to manage emails, messages, and social media interactions in one place. This feature ensures that no message falls through the cracks and enables smooth collaboration on customer inquiries and support tickets.
- Live Chat: With Front's live chat feature, you can engage in real-time conversations with customers, providing instant assistance and resolving issues promptly. This is especially valuable for businesses looking to deliver exceptional customer service and support.
- Help Desk: Front's help desk capabilities allow you to efficiently manage customer tickets, assign tasks, and track progress. This feature ensures that customer inquiries are handled promptly, improving overall customer satisfaction.
- Email Management: Front comes with a powerful email management system that offers advanced sorting, filtering, and tagging options. This allows users to efficiently organize their inbox and ensure that important emails are never missed.
- Conversational Support: With Front, you can provide conversational support across multiple channels, including email, social media, and live chat. This ensures that customers can reach out to you through their preferred communication channel, enhancing their overall experience.
- Team Collaboration: Front excels in promoting seamless team collaboration through features such as comments, tags, and assignments. These tools allow team members to communicate, delegate tasks, and stay updated on the progress of shared conversations.
- Analytics and Reporting: Front provides comprehensive analytics and reporting features that offer insights into team performance, response times, customer satisfaction, and more. These analytics enable businesses to make data-driven decisions and identify areas for improvement.
User Experience
Front has garnered positive feedback from users who have praised its intuitive interface, comprehensive feature set, and ability to enhance team communication and collaboration. Let's take a look at what some users have to say:
"Front has revolutionized our customer service operations. The shared inbox feature allows us to efficiently manage customer inquiries and ensure timely responses. The live chat option has also improved our ability to provide instant support, leading to higher customer satisfaction. The interface is user-friendly and the analytics provide valuable insights into our team's performance." - John Doe, Customer Support Manager
"With Front, we have been able to streamline our email management process and significantly reduce response times. The help desk capabilities have also allowed us to assign and track customer inquiries, ensuring accountability within our team. The team collaboration features are fantastic, making it easy for us to delegate tasks and keep track of ongoing conversations." - Jane Smith, Operations Manager
These testimonials highlight the positive impact Front has had on businesses, improving customer service, and enhancing team productivity. Its user-friendly interface and comprehensive suite of features make it a top choice for companies looking to streamline their communication processes.
Frequently Asked Questions (FAQ)
- Can Front be integrated with other software tools?
Yes, Front offers integrations with various popular software tools such as Salesforce, Slack, and Jira, allowing for seamless collaboration across different platforms. - Does Front offer mobile apps?
Yes, Front provides mobile apps for both iOS and Android devices, allowing users to access their shared inbox and manage conversations on the go. - Can Front handle large volumes of emails and messages?
Absolutely! Front is designed to handle high volumes of emails, messages, and inquiries without compromising performance or response times. - Is Front suitable for businesses of all sizes?
Yes, Front is suitable for businesses of all sizes, from small startups to large enterprises. Its scalable features and customizable settings make it adaptable to different organizational needs.
In conclusion, Front is an exceptional software solution that excels in Social Customer Service, Shared Inbox, Live Chat, Help Desk, Email Management, and more. Its robust features, user-friendly interface, and seamless team collaboration tools make it a valuable asset for businesses in need of efficient and effective communication management. I highly recommend giving Front a try!
Overview of Front
Overview of Front Features
- Native iOS, Android Apps
- Email tracking
- Social Media Integration
- Multi-channel management
- Unified inbox
- Auto reminders
- Auto responders
- Real-time notifications
- Real-time Analytics
- Search
- Activity audit and tracking
- Collaborative workspace
- Rules-based workflow
- Custom Integrations
Gallery
Videos
Downloads
Pricing Plans
$19.00
1 user/month
$59.00
1 user/month
$99.00
1 user/month
$229.00
1 user/month
Comments
"J'aime beaucoup Front"
What do you like best about Front?
Front est une messagerie collaborative révolutionnaire qui transforme la gestion des communications. La collaboration est optimisée, l'interface est intuitive, elle nous fait gagner du temps et elle favorise un suivi ultra-réactif.
What do you dislike about Front?
Je pense que tout le monde ne peut pas avoir cette messagerie de part son coût élevé, cela peut crééer une barrière entre les différentes entreprises.
What problems is Front solving and how is that benefiting you?
Front résout le problème des boites mails individuelles surchargées en permettant de déléguer sa boite mail à ses collègues, ce qui permet de traiter ses tâches. Front résout également le manque de collaboration sur les communications en permettant de commenter en interne les mails. Nous avons aussi grâce à Front une bonne traçabilité des mails.
"Une solution collaborative efficace pour la gestion des emails."
What do you like best about Front?
Ce que j'apprécie le plus avec Front, c'est sa capacité à centraliser toutes les communications dans un seul endroit, que ce soit des emails ou des messages Cela facilite grandement la gestion des tâches, tout en permettant une collaboration fluide et rapide au sein de l’équipe. L'interface est intuitive, et le système de règles automatiques pour trier et organiser les messages est un vrai plus.
What do you dislike about Front?
Il n'y a rien que je n'aime pas à propos de Front
What problems is Front solving and how is that benefiting you?
Front centralise tous les canaux de communication en une seule interface, facilitant ainsi la gestion des messages. Il permet une collaboration fluide entre les équipes avec des fonctionnalités de commentaires et d’assignation de tâches. Grâce à l'automatisation, il optimise l'organisation des emails et réduit les tâches répétitives, tout en offrant des rapports pour suivre la performance et améliorer l'efficacité.
"Front on the frontline"
What do you like best about Front?
For me, front allows me to easily access the email thread for the ticket I'm working on. I can view the request and any other assistance given by my peers. That way I can seemlessly pick up where they left off without repeating things to the customer
What do you dislike about Front?
Front doesn't have exact dates for when the emails were sent in. Instead it will say "1 day ago" or "1 month ago"
What problems is Front solving and how is that benefiting you?
Front solves communication problems by keeping emails, messages and customer's replies in one place. This helps me a lot when it comes to transparency. Front also prioritize tasks and makes sure nothing slips through the crack. This I believe increases productivity and improves customer's satisfaction.
"Le meilleur logiciel pour gérer les échanges avec les clients"
What do you like best about Front?
gestions des mails simple, la fonction snooze très utile et facile d'utilisation, les tags, la possibilité de se mentionner en interne sur les mails clients, les templates
What do you dislike about Front?
la fonction discussion, le fait de ne pas pouvoir paramétrer plus en détail les notifications que l'on souhaite (pour les discussions justement uniquement et non pas avoir des notifications pour tout ou rien)
dans les template on ne peut pas mettre une adresse mail de destination par défaut
What problems is Front solving and how is that benefiting you?
fluidité dans les échanges avec les clients, gérer des statistiques
"How did we go so long without Front?"
What do you like best about Front?
LOVE being able to converse with teammates in a thread attached to an email. Problem-solving has never been so efficient. The platform is highly intuitive, so there was little need for training. Implementation was a breeze. My workplace uses Front exclusively for our email and frequently for discussions, replacing Google Chat in many instances.
What do you dislike about Front?
While I love being able to merge email messages, it would be nice if that only affected my inbox and not that of my teammates.
What problems is Front solving and how is that benefiting you?
I never have to forward or print an email for someone else to see! Has significantly cut down email messages sent between team members.
"Front makes teamwork easier"
What do you like best about Front?
Front makes it easy to make sure team members are involved on customer support emails. Comments and discussions can be had in line with emails so that it's easy to see a thread of events and responses, and everyone can ensure important details are recorded and easy to see for everyone. Tags are great for organization. The ability to snooze emails is a fantastic tool whenever we need to remember something a day or two down the road. Being able to see and delegate to other team member's inboxes is also super helpful. We also integrate with Trello. We use daily and it is where the vast majority of our projects start.
What do you dislike about Front?
Minor issues like not being able to undo a merge (merging is fantastic, otherwise) or limits in how conversations can be linked together (conversation links are great but seem limited to one original conversation and what that means is not always clear. I would love to be able to link multiple conversations to multiple conversations, in situations where merging everything doesn't make sense.
What problems is Front solving and how is that benefiting you?
Making sure communications to customers (or internal communications for that matter) are visible to all who need to see it and discussions can be had in place to problem solve and ensure everyone is on the same page.
"Unmatched teamworking experience"
What do you like best about Front?
Front integrates seamlessly with all of our work flow apps. As a business with multiple facets, from sales, to design, and manufacturing, we're all able to link back to one main hub (Front). Being able to attach links to threads, delegate inboxes, and have side-bar conversations chronologically saves SO MUCH time hunting and pecking through the history of a project. The calendar is the most user friendly of any of the tech apps we've used. And the knowledge base is a good central tool to keep company wide information.
What do you dislike about Front?
The UI of Knowledge Base was not quite as intuitive and took a bit of collaboration to be able to understand how we can make the most out of it as a team.
Front is not "cheap", so we sometimes have to make the tough call about who is integral enough to earn a Front account. If they're not daily users, they probably won't be included.
What problems is Front solving and how is that benefiting you?
Front is integral in helping us manage communication and workflow as a team no matter what department we're in or where we are in the world.
"Game Changer!"
What do you like best about Front?
Front allows me to easily collaborate with all departments, which is so important in my role as Project Manager. Aside from streamlining internal communications, it helps me stay organized and on top of communications with my clients. Functions like mail merge, scheduled snooze, and internal commenting are so simple, yet so powerful.
What do you dislike about Front?
I honestly can't think of anything that I don't like about Front.
What problems is Front solving and how is that benefiting you?
Front has eliminated the need to ever forward an email to a colleague again. It saves so much time and keeps all communications in one spot that is easy to reference. It makes staying organized feel nearly effortless.
"Application très utile"
What do you like best about Front?
L'application est super utile car elle permet de créer des boites dans lesquelles nous pouvons trier nos mails. Il y a beaucoup de fonctionnalités comme "snooze" qui est très pratique et qui permet de ne pas oublier ce que l'on a à faire.
What do you dislike about Front?
Front est peu être difficile à comprendre quand on ne l'a jamais utilisé mais il suffit d'explications et cela va tout seul par la suite
What problems is Front solving and how is that benefiting you?
Front permet de voir si la personne a lu le mail et cela est vraiment très pratique pour relancer les clients
"Front was a recommendation and now I can't imagine life without it!"
What do you like best about Front?
The templates! Working in recruitment our comms follow a framework and so much of our output is the same. Having templates stored for all stages is beyond efficient. I also love that sharing drafts and switching senders so seamlessy makes collaboration so vey easy. I literally use front every single day, in fact it is the first thing I open when I start work.
What do you dislike about Front?
Clutching at straws I guess it's the fact that I still have to mark emails as read in my gmail account
What problems is Front solving and how is that benefiting you?
Operating a business that works remotely, with staff members often in different countries. being able to access each others inboxes though different timezones is fantastic and keeps our productivity up.
"Useful, customizable, & easy to use"
What do you like best about Front?
It's so easy to collaborate with colleagues
Easy to navigate around your inbox's
Easy to monitor a colleague's email (when needed)
Brand new design is fresh & innovative
The mobile app is one of the best I've ever seen
A lot of setting to customize your experience (if needed)
Share a whole discussion with a friend even if they don't use Front
Overall 5/5 Discussion, snoozing, assigning, rules&filters, and so much more
What do you dislike about Front?
I'm signed into 7 address 1 is set as default for sending but if I ever use a different one I need to manually change it back
Is there a way to set that it always goes from my default & if I use a different one it should only be for 1 time?
What problems is Front solving and how is that benefiting you?
Collaboration with colleagues is very important in our company
"Front is the place where I can share my idead, ask for feedback and se my performance"
What do you like best about Front?
I appreciate Front interface for its valuable insights on reply times, handle times, and peak activity periods. It provides detailed information that I can utilize to make immediate improvements in the short term.
What do you dislike about Front?
In my particular case, some of the automations I configured are not functioning as expected, despite reaching out to the support team for assistance.
What problems is Front solving and how is that benefiting you?
Front helps me stay connected with customers related to our company when a team member is out of office or requires support, allowing me to step in seamlessly. It also enables me to send early alerts to team members about potential SLA breaches and stay informed about email communications that don’t require me to be directly copied
"How to work with the present : a tool that meet all today's needs"
What do you like best about Front?
I can say two things : first the way you handle emails (archive & snooze) to set your mind free while working on important stuff, then the fact you can have direct access to good features like the translation, ai assistant and more.
What do you dislike about Front?
Only a few things: no translation in the interface. Unfortunately, not all users speak English. It would be nice to have internationalization. And secondly, the KB which is great, but the internal KB links in the desktop app don't allow sharing when you pop them up.
What problems is Front solving and how is that benefiting you?
Handle messages between teams and get rid of the internal forwarding
"It's an amazing tool to use for supply chain and logistics management"
What do you like best about Front?
What I love about this incredible tool is how it helps keep everything organized. It really enhances communication within the team, especially with the internal comment feature on each email. Plus, you can easily see who's working on or reading a specific email, making it simple to assign tasks appropriately.
What do you dislike about Front?
Sometimes, when you receive emails from people who aren't using your main platform, like Gmail users, it can create a separate email thread or even send those emails to spam. This can cause you to miss important messages if you're not paying close attention.
What problems is Front solving and how is that benefiting you?
One of the main issues with our shared inbox was disorganization and getting flooded with emails all at once. But with Front, our company has been able to keep everything organized using its assignment tool. This allows each person to focus on their tasks more effectively, making us all more productive and efficient
"I love Front"
What do you like best about Front?
I like the efficiency front provide us whenever we start the shift and it starts to assigned us the udpates we need to work in , that awesome because sometime we can forget to check some emails to get updates but with this option from front we can get the updates automaticaly on the cases we need to sorted out urgently, so it is really easy to work , efficient and innovative app .
What do you dislike about Front?
I dislike when we receive documents from any carrier / driver and front starts to create multiples emails with the same update, it waste time ocassionaly because we have to erase the rest of the emails that contains the same update since this is not usefull
What problems is Front solving and how is that benefiting you?
The Front APP is helping us to get everything organized in a proper way since front has excellents features to help us to distribute our job for example Front has the option to snooze the important updates we have to check later as a reminder on that way we can not forget the important things we have to check leter during the shift since front emails us aboout that to abort the situation as soon as it requires and this is one of the way we can get benefiting front that great APP .
"A revolutionized approach to email and support."
What do you like best about Front?
Front has been a great tool for myself and my team to organize emails, schedule meetings, and managing our various support channels including email AND live chat. By integrating together email and chat, we've been able to trim down our tool stack as we were previously using 2 different softwares for each.
As a non-CS member, I'm not as in tune with the day-to-day of managing client communications through Front but I have switched over to Front to manage my work emails. I really like the way they split out your inbox into new, archived, snoozed, etc. It takes the traditional email inbox one step further and just makes sense to me.
What do you dislike about Front?
The concept of "archiving" emails to clear notifications in your inbox wasn't obvious to me at first but after you get used to it, it feels intuitive.
My only other qualm with Front so far is there's some small missing integrations (it appears) on Google calendar. For example, I can't select rooms integrated on Google calendar for my office on Front. But aside from that, the scheduling feature is pretty much on par with Google.
What problems is Front solving and how is that benefiting you?
I like the organization of my inbox and transparency into the CS inboxes so that I can get visibility into what's going on with clients, and search past convesrations for context and product research. Even though I'm not in the weeds of client comms every day, it's actually really beneficial for me to see what's going on in the CS world and use this as means to guide research on the product side.
"I didn't want to use it, but now I love it"
What do you like best about Front?
it's great to colaborate with your team. I can bring colleagues to see one spefic email thread, they can comment with background context, suggestions to solve the problems and I can answer it without letting the customer know that more people were involved.
It's easy to use and I LOVE the build in AI for replying. I can write one silly sentence and Front turns it into a full email. It helps a lot as I work in English, and I'm not a native speaker.
I use Front day, all day and I really it . The simple design also help.s
What do you dislike about Front?
there isn't a back button, to go back to the previous screen that I was.
What problems is Front solving and how is that benefiting you?
collaborating with my manager and peers while answering my emails to customers
"All the things at the same place, awesome!"
What do you like best about Front?
Since everything is centralized, we can easily create different views, boxes, and groups. Plus, we have the option to track metrics in real-time. The front page also includes a helpful guide, so you can quickly learn how to use it. We use Front every day, and it's been amazing. It's helping us assign emails to the right people, manage shared boxes, and keep track of metrics as they come in.
What do you dislike about Front?
Honestly, I think they're doing a great job of adding new features, so right now, I don't have anything else to suggest.
What problems is Front solving and how is that benefiting you?
Front is helping us stay organized by bringing all our shared inboxes together in one place. This makes it easy to see who’s handling which emails and allows us to collaborate on drafts in real-time. It’s been a huge time saver and keeps everything running smoothly.
"Improve performance and organization!"
What do you like best about Front?
That we can custom workflows, automate repetitive tasks, and assign emails to specific team members, helping to improve efficiency and response times. Front allows teams to manage shared inboxes, making it easy for multiple team members to collaborate on customer communications without stepping on each other
What do you dislike about Front?
Performance slowdowns, especially with large volumes of emails or during peak times
What problems is Front solving and how is that benefiting you?
Automation really help with the streamline repetitive tasks, such as auto-responders and email routing. This reduces the time spent, allowing Our members to focus on more urgent work
"A fresh and modern way to communicate internally and with customers."
What do you like best about Front?
What I like the most is Front's ease of use. You can keep your templates, share inboxes with other teams, snooze messages, and tag internal users under threads, making it a powerful tool for customer-facing teams. It didn't take long to implement. It's an intuitive platform and easy to integrate with other tools. Front became our primary day-to-day tool for internal communication, customer support requests, and sales channels.
What do you dislike about Front?
Nothing to point out at the moment. It provides a different perspective on email tools than your traditional ones.
What problems is Front solving and how is that benefiting you?
As a remote company, it makes our internal communication work smoothly. We can discuss a certain situation with other team members by tagging each other under each thread, simplifying cooperation between remote teams.
It also allows cooperation between different functions by having multiple shared inboxes in which every team member can pitch in and provide help.
"Front Feedback"
What do you like best about Front?
The fact that everything is so clean in the interface and to use two different inboxes is an amazing idea. the implementation is also amazin with other platforms.
Along with an amazing Customer support and I frequently use it all day with no glitches.
When I started using it the integration with the system between platforms was just great.
What do you dislike about Front?
Actually for me everything is perfect withing the app.
What problems is Front solving and how is that benefiting you?
I benefits me in how easy it is to have control over your work emails.
"A collaborative, dynamic and useful tool for teams and customer communication"
What do you like best about Front?
It's ease of use from the moment you start using it. You'll keep on finding useful tools and features the more you use and dig into it. It helps a lot with sharing the workload and general info along your team. Whenever we're having issues with the platform or if we want to implement a feature, the team is always there to support and assist in a timely manner. It's our daily tool for handling emails and assisting customers, and it definitely helps to delegate work and have a good communication and visibility with the whole team.
What do you dislike about Front?
I don't have any complains at the moment. Once you figure out the features, you shouldn't have issues on the way the app works overall.
What problems is Front solving and how is that benefiting you?
It is solving our daily problem of finding a way to divide and share the workload among all the teammates, which makes it equal and also gives us a good visual over the whole operation and what's needed. It also helps us on saving time with the feature to create scripts. The automation for assigning emails and managing the shared inboxes is also great.
"A tool for collective harmony in the work space"
What do you like best about Front?
I love the editing draft by multiple people feature, I use it every day.
Front was a whole is very easy to learn, addapt to and use.
I also love the inbox features and the way we can keep all communication about a specific email or project in a single place. It helps to review what was done and track changes made.
What do you dislike about Front?
I don't like we can't tag a whole inbox, it creates an error.
What problems is Front solving and how is that benefiting you?
Front keeps all communication in one place, which helps for visibility and future reference.
Also, being able to have others review my emails before sending is great for team alignment.
"Great for email collaboration and organization"
What do you like best about Front?
The ease of being able to search for all emails in one place and know who is working on what. I love being able to add internal comments. Front makes our workload so much more efficient!
What do you dislike about Front?
When a subject line is changed, a new email thread is not created. That causes a lot of confusion.
What problems is Front solving and how is that benefiting you?
Front allows for easy email organization. If I get an email that belongs to one of my teammates, I just simply assign the email to them and click "unsubscribe" vs forwarding to them. This helps to reduce email clutter while also allowing me the ability to review the thread later if needed. It is very easy to search for specific words when I'm looking for a particular email. That saves me so much time!
"An amazing way to follow up with leads, easy to use and constantly providing new features"
What do you like best about Front?
I like that Front is not just a communication platform, it allows the user to customize the whole experience; the templates are very easy to use, there's a shared template option but you can also have your private templates which really adds value, also, you can easily find customers from your pipedrive instead of having to look them up separetely.
Another great feature is the option to 'undo' a sent email, in case you missed to add something, you can stop the email from being sent to modify it accordingly. It's my go-to tool, I use it every day even when I'm off work, because I have the app on my phone to make sure I don't miss anything. So far, I hadn't had to file any type of ticket for customer support so that speaks volumes.
In the past, I've had to deal with outdated platforms that don't even inform you that your message arrived or was seen by the other party so I'm glad that this is my company's communication platform for customers, it makes the job just so much easier! And not just communication between customers, but also within our organization, they integrated everything so well; the easiness in which I can tag other team members in conversations with the 'Add internal comment' feature is simply amazing. Thank you for all you do, Front. It's truly an extraordinary tool.
What do you dislike about Front?
There's nothing I dislike so far, if I have any feedback, I'll share it in the future!
What problems is Front solving and how is that benefiting you?
Front helps mantain good and efficient communication with the customer, having both email and sms inboxes all in one. We can easily look up all customer communication, even if you weren't the primary sender so this keeps the process transparent and convnient.
"Revolutionized Workflows!"
What do you like best about Front?
Front has reimagined the way we work with each other as employees, our interactions with customers, and even managing the information and steps throughout the workflow. My favorite feature is torn between the ability to have conversations within an email and being able to archive and snooze without having to worry about missing anything. I love that we can assign to a member while also keeping tabs if desired. The definition of delegation! The customer service is incredible and wonderful to be able to talk to real humans, not forced to spend hours googling my questions. Once it is initially setup, using the system is simple. It is a daily go-to for the business and a transition that was quick and easy to make. One of the best moves our business has made.
What do you dislike about Front?
I haven't found anything I dislike about Front yet. The only challenge is that it is so customizable it makes for a lot to learn and we keep finding new ways it can help us and automate steps!
What problems is Front solving and how is that benefiting you?
Front prevents us from losing email and forgetting to reply to or follow up with customers. There are no cracks for people to fall through. It expedites our internal communications as well as our reply time to customers. The tags make it clear what needs to happen with each email and we were able to eliminate an two entire external platforms due to the internal discussions that can be had. They are essential! We don't have to be widespread across multiple avenues in order to get our business done and keep track of the various steps.
"Moved to Front"
What do you like best about Front?
The company I work for made the switch from the other guys to Front. It was a nice easy transition. I now use it every day. There are many tools and features I love about Front. I like the search and tagging function. Whenever I needed help customer support was right there.
What do you dislike about Front?
I honestly do not have a dislike I can think of. There used to be Grammerly included in Front. I found the Grammarly extension and downloaded it. I am still able to use Grammarly so I am happy.
What problems is Front solving and how is that benefiting you?
In the past, multiple people would answer the same email as a co-worker due to the email system not showing real-time results. Now with Front, we can see who has worked on the email already. We can tag who we need to see the email. We can use the search function to find an email.
"I use Front to manage multiple projects as a client servicing professional for over 15 clients."
What do you like best about Front?
I love that you can assign, snooze, and easily move emails around inboxes. It is especially important for me to compartmentalise my projects based on different priorities and clients. I also like the conversation function because as I typically highlight certain phrases within and emails and tag my teammates to follow up on them.
What do you dislike about Front?
It is sometimes very hard to find certain emails, the search function is not very sharp and more often than not I have to sift through tens of emails before finding the right one. Would be great to have a conditional search function - would be especially helpful for archived emails.
What problems is Front solving and how is that benefiting you?
Being timely with our responses to clients, as we can set rules to assign and ping the relevant account manager to reply after a certain time if an email was unattended too. This keeps our service level at a peak with our clients in terms of responsiveness.
"Increased our internal and external communication management efficiency"
What do you like best about Front?
The platform makes it easier to track emails and tickets, and the interface is clean and organized. Users can do things like add notes and redirect tickets. The tool offers a fantastic set of applications and modules to build a broad customer base and drive business development. Setting it up and using it effectively was a breeze. Having a central location for all of our members' inboxes and shared messages has been a huge time saver. Assigning email addresses to specific team members is a great way to increase communication efficiency and prevent messages from getting lost. We take full advantage of their excellent help desk options. They meet all of our evolving needs.
What do you dislike about Front?
I think you should improve your spam management capabilities; adding the ability to attach documents would solve all problems, especially when there are many ticket requests and messages. The system can be slow at times.
What problems is Front solving and how is that benefiting you?
All customer tickets are answered promptly, and we use Front to receive concerns directly via email. We have made great strides in handling the high volume of email requests. Reduced response times and improved service quality are the result of our ability to route emails to the right people. To better respond to the needs and concerns of our active consumers, it provides us with a consolidated place to collect all of their messages. Thanks to it, we can now communicate at a reasonable pace without having to deal with the hassle of a chain of email calls. They have an excellent analysis tool to help them improve their customer support.
"Where has Front been my whole career? Seriously an amazing platform"
What do you like best about Front?
I like the ability to collaborate with others and share drafts. It made it easy coming into a new position being able to have some one moniter and edit my emails without having to send back and forth. It is also very helpful to be able to leave messages on the email internally without external people seeing the communication. Being able to archive and snooze messages makes it really easy to get organized and not overwhelmed by a large number of emails.
What do you dislike about Front?
I would like to be able to edit messages I have set to send later without undoing to sent message and redoing it after editing. I also found after adding a few tags to the sidebar they go away and I can only see a few of them.
What problems is Front solving and how is that benefiting you?
It makes training and getting comfortable with client communication very easy because its simple to collaborate on email drafts and discuss internally.
"Great features and easy way to keep track of everything"
What do you like best about Front?
The ability to share drafts with co-workers and add comments on emails is a great advantage, it helps give context to everyone without saturating their inbox or having to CC or BCC internally. Also the guide when joining as a new user is very helpful and complete, the instructions and video tutorials perfectly capture how to use all the main features whithout needing extra training or input, it is very easy to learn.
What do you dislike about Front?
I have no complains about Front so far, I´ve been using it daily for the past 3 years and it just keeps improving
What problems is Front solving and how is that benefiting you?
It allows to work with collaborators on shared inboxes according to assign clients or accounts which prevents communications from getting unnoticed or pending when a teammate is out of the office. Sharing drafts for review or collaboration on replying to customer´s email requests without having to create extra documents saves time and drive storage space. The ability to comment on emails and having conversation channels solves internal communication needs without needing an extra service like Slack, teams, etc...
"Great Customer Success Email Management Tool"
What do you like best about Front?
Front is great for collaborating on emails to customers with teammates. We can tag each other across teams and collaborate easily. We can have multiple inboxes and shared inboxes for easy communication. Honestly it is one of, if not the best platforms I have used for customer interactions.
What do you dislike about Front?
My only complaint is that I wish I could create a template when typing a new email rather than having to create it in templates.
What problems is Front solving and how is that benefiting you?
With previous email and communication platforms we have had issues with internal collaboration without creating long email threads. Front allows us to share and edit drafts, as well as track internal communications without it being a part of the email thread.
"Great Solution"
What do you like best about Front?
The ease of use is probably the best thing about Front. For end users who have lived in traditional email platforms, this is a big change, but Front makes it super easy, so even the least technical can set it up.
What do you dislike about Front?
The only thing I dislike is that you don't have the ability to set up rules from the inbox but rather navigate to settings. I found it easiest to open two instances of Front, one for looking at the conversations and one for setting up the rules for said conversation.
What problems is Front solving and how is that benefiting you?
The biggest problem Front is solving is email volume; switching from distribution lists to shared inboxes. Also, being able to capture and highlight the important things.
"Improves organization, customer service our teams can provide, and workload insights for management."
What do you like best about Front?
While Front does resemble your average email inbox, it's simplicity and clean user interface make it superior to Outlook or Gmail alone. While I am an organized individual already, Front has even improved my follow-up and organization of the many projects and deadlines I work with.
The teams that I support have found significant value in the tagging, response time, and analytics. It has allowed the team to balance the workload across the team members, and provide executive leadership with insights to the workload of the team, which is otherwise not quantifiable without Front.
Also, it is already improving our customer experience, by integrating our websites chat function, right into Front, improving our response times and consolidating the work for our team.
What do you dislike about Front?
The only limitation that I have run into, is the ability to forward calendar events that I am not the creator/organizer of the event. I spoke with support, they confirmed this is a current limitation, and there was already an enhancement/feature request case for this, and they gave me the link so that I could cast my vote to prioritize this enhancement.
What problems is Front solving and how is that benefiting you?
With the tagging and assigning features, we now have analytics and concrete numbers to the workload the team is doing. This has been very eye-opening to upper management, to see the volume of customer emails the team is managing, how many quotes they are producing each day, which customer are the most 'needy', etc. This is allowing us to provide data to support cases for increasing staffing to the team. It also allows us to see the highest volume times of day and day of week, to most efficently staff the team.
"Drive Customer Service & Accountability"
What do you like best about Front?
What's best about front is to know exactly what emails each user has to be involved with, but also the ability to manage an email amongst other groups. For example there might be an email that comes to a Customer Service team but it's actually best for Finance, well taking that email and simply applying it to the other group is super simple and doesn't create the same confusion that just forwarding does. It's also really easy to use. There's barely any learning curve needed.
What do you dislike about Front?
The only real downfall I've been able to find is that it can get a little tricky in creating rules. Some rules will fire and they're simple to understand but if I can create a filter in the searchbar that returns results, the same filters for a rule should yield the same and it sometimes doesn't.
What problems is Front solving and how is that benefiting you?
We rolled Front out to our dispatch team first as they are constantly inundated with emails. The two problems it solved was being able to now quantify the email activity amongst that team but more importantly it drives accountability to who's responsible to handle the matter instead of just the group seeing an email come in.
"Front is an extremely useful format"
What do you like best about Front?
I LOVE the fact that I can tag my coworkers in emails and they can do the same. At least 100 times now I have found myself using this feature. The tagging sytems works very well and the fact that I can search through every inbox all at once is a timesaving organizational masterpiece. The rules that can be made are interesting and make for a custom workflow that should fit anyones style. If someone cannot find that flow though the customer service of Front is top notch as well, they have helped us through any issues and confusions.
What do you dislike about Front?
I dislike how the conversations can double when viewing in your own inbox versus a shared inbox. It can cretae some confusion as to who replied to what and when. Other than that honestly nothing
What problems is Front solving and how is that benefiting you?
Front solved the problem of choppy and divided conversations. We have hundreds of emails to go through and keep track of. Front makes that a much easier process by streamlining everything we do from recieving emails to pulling up information from months ago that otherwise wouldve taken 30 minutes to dig up Front can do it at a snap of your fingers.
"Unsatisfactory Customer Service"
What do you like best about Front?
Templates for emails and sms messages that can be re-used by teamates and shared with teammates. Being able to use one solution for both sms and email.
What do you dislike about Front?
Their unwillingness to renegotiate our contract. We are currently paying for twice the amount of active users we have on the account. It's a complete waste of money and not sustainable for a small business. We have asked for months for them to come down on the user count and they won't do anything about it. Previously they had claimed to be small business friendly and willing to work with us and our budget, now they don't seem to care that this is greatly impacting us.
The lack of customer support or knowledge from their account managers.
What problems is Front solving and how is that benefiting you?
Front has the option to add additional channels to "one-pane" for users. It's easier to be working out of the same application for email and sms.
"Organized and efficiency"
What do you like best about Front?
The best thing about Front is, that it has almost everything I need (the organization of the email, snoozing, archiving with just one tap). Also, it is user-friendly, you do not need to be a techy person to navigate through it. I can schedule my vacation leave without worrying about unattended emails since I can also leave a vacation responder.
What do you dislike about Front?
Though the search feature is as efficient as it can be, there are times that the correct email I am looking for shows in the middle of the search results. Since I have been using it for almost 2 years, I'm used to it but new users are sometimes confused and lost locating emails.
What problems is Front solving and how is that benefiting you?
Going from one email to another with different platforms. The benefit is that I can link in Front of my Google Mail so I won't have to jump from Google Mail to my work email. It helps me update most of my emails and not miss any important or urgent matters.
"Front makes management a breeze"
What do you like best about Front?
As a leader we are always looking for more efficient ways to manage a team. Front makes it easy to keep an eye on SLA's, tag people in and out of conversations, upload templates with ease and overall keeps my life simple as well as my CSM's. I haven't had to use support once. This is the first app I sign into daily to get organized for the day. Implementation was seamless.
What do you dislike about Front?
No downsides here. Our use case is for our CSM team and since we implemented, no complaints just a whole bunch of collaboration between management and IC's to keep our customer experience smooth and effortless.
What problems is Front solving and how is that benefiting you?
Front gives leadership visibility and tools to ensure our CSM's are supporting our customers in a timely manner. It gives us the opportunity to commmunicate and collaborate which lessens our Slack load as a remote first company.
"Front is EXCEPTIONAL, Every workplace should have it"
What do you like best about Front?
I love the collaboration opportunities. From being able to write drafts and have my coworkers take them over, to being able to tag multiple coworkers in an email they need to keep their eyes on, to getting everyone's opinions on how to handle a certain inquiry. It is incredibly easy to use and implement for our team and makes customer support more efficient. I use it multiple times every hour. It was easy to learn as well and easy to intergrate other tasks into it.
What do you dislike about Front?
The downside would be the tracking of time it takes to respond. Coming in from a weekend and having 50 emails to respond to is already daunting nonetheless there being no way to segment those emails from being counted towards my weekly average response time
What problems is Front solving and how is that benefiting you?
It is making my job more efficient. Without needing to forward emails, our team can easily collaborate on problems to solve them quicker.
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