Front

4.5 (263)
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How 8,000+ companies streamline customer communication.

About Front

Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale. Front streamlines customer communication by combining the efficiency of a help desk and the familiarity of email, with automated workflows and real-time collaboration behind the scenes. With Front, teams can centralize messages across channels, route them to the right person, and unlock visibility and insights across all of their customer operations. More than 8000 businesses use Front to drive operational efficiency that prevents churn, improves retention, and propels customer growth


Key benefits of Front

Centralized view: Incoming messages, from group email addresses (support@, sales@, etc.), Facebook, Twitter, chat, SMS texts, and even voice messages can be managed in Front.

Better team collaboration: Teams can work together in the team inbox with assignments, internal comment and shared drafts, and collision detection to make sure they're not dropping the ball or duplicating work.

Enhanced team productivity: Teams can work 2-3x faster with keyboard shortcuts, message templates, workflow automations, send later, follow-up reminders, and individual email management in Front.

Sharpen your focus: Get a better understanding of your team’s workload, customer’s experience, and more with in-depth analytics.

Minimal learning curve: Front works like any other email client (Gmail, Outlook, etc.), and not like a clunky, complex help desk ticketing system.

Full administrative control: With Front, you have custom governance to best serve your customers. Our administrative console allows you to control permissions, provisioning, access rights, and more.

Security that scales with you: Our platform is built using industry-standard encryption. Daily backups ensure performance never slips, and each customer gets a unique enterprise identifier.

Invested in compliance: From SOC 2 to GDPR, we continuously invest in enterprise-grade compliance and governance frameworks to protect your data and keep it safe.


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Front Software - 1
Front Software - Aggregate and route messages easily
Front Software - 3
Front Software - Resolve conversations collaboratively
Front Software - 5
Front Software - Access robust analytics
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Front Software - Aggregate and route messages easily
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Front Software - Resolve conversations collaboratively
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Front Software - Access robust analytics

Not sure about Front? Compare with a popular alternative

Front

4.5 (263)
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Starting Price

US$19.00
month
US$20.00
month

Pricing Options

Free version
Free trial
Free version
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Features

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122

Integrations

72
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Ease of Use

4.5 (263)
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Value for Money

4.1 (263)
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Customer Service

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Reviews

Overall rating

4.5 /5
(263)
Value for Money
4.1/5
Features
4.4/5
Ease of Use
4.5/5
Customer Support
4.4/5

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Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 263
Laurens
Laurens
Overall rating
  • Industry: Consumer Electronics
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Front, a must need in your business!

Reviewed on 2020/06/27

I strongly recommend using Front. Not only is the program / email-client very good, but the...

I strongly recommend using Front. Not only is the program / email-client very good, but the employees at Front are also equally capable. Through the e-mails they send and the experience I've had with their customer service, I noticed they really care about their program and what the consumer thinks of it. If you have any questions, they will answer it properly. If you have any suggestions, they will sincerely think about it.

Front has impacted my work, by making my work easily manageable. I can clearly see incoming e-mails being divided into different inboxes. Everyone can have different rights, so not everyone can see how cases are handled. Furthermore I can easily search my sent e-mails, even by using formula's such as ‘from:’ or ‘to:’, which makes searching older conversations or e-mails for bigger cases very easy. This can be very though in other e-mail clients.

I can conclude that my overall experience with Front is very good!

Pros

I like how everything is organized and therefore is easy to see. I can clearly see the divided inboxes on the left, making it easy to see how much work still needs to be done. Also, the e-mail conversations itself are shown like they are in e.g. iMessage or Whatsapp. This feels really familiar and makes it easy to read really long conversations.

Moreover, there are many settings, which can make the difference for various different users. For example, I use the 'Paste as text' setting, so everything I paste is stripped of its formatting. I know some of my colleagues dislike this, but I love it.

Furthermore, shortcuts are easy to learn and this makes it possible to work even faster.

Overall, I think Front feels very intuitive, it is easy to learn, and makes e-mailing a lot easier.

Cons

At the moment, there is but 1 thing I dislike. When you’ve just sent a new e-mail, it takes a while to show up in the ‘sent’ folder. We used to be able to see that immediately. Because of the way we work, we copy and paste the text of the sent e-mail in our other systems. This delay, especially when one sends many e-mails, is particularly annoying. This is the only minor thing I think can be improved.

Jessica
Overall rating
  • Industry: Biotechnology
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Multiplayer email! Can't believe some people don't use this

Reviewed on 2020/05/25

Fantastic! We are a team of two, and one of us is the main visionary, the other is the one...

Fantastic! We are a team of two, and one of us is the main visionary, the other is the one communicating with customers. We needed a quick and efficient way of having one person write an email, the other person check it and add notes, and both parties okaying it before sending. Also, with customer support, it's nice to be able to store responses I use a lot, and quickly modify them to suit the individual recipient. Front helps us in these two ways, primarily, and that makes it by far worth the money.

Pros

Being able to chat with coworkers about emails before they send. Being able to take over a draft someone else wrote, and send from my account, and share drafts with colleagues and have them edit, take them over, OR just give them back to me. Basically it's multiplayer mode for email. And I love the canned responses feature.

Cons

There are issues with the canned responses that make it not 100% efficient. Example: hard to filter canned responses other than by keyword in the title, not easy to make quick edits to them or replace an old one. Maybe because not everyone likes that feature other than me. But it still works and I have confidence it will improve in the future.

Verified Reviewer
Overall rating
  • Industry: Media Production
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 3.0 /10

Buggy and slow product, with lack of attention to detail

Reviewed on 2018/05/06

Ability to respond to and manage emails as a team.

Ability to respond to and manage emails as a team.

Pros

I can share and comment on threads with the rest of my team. As an admin, I also have granular control over users' access permissions to email inboxes.

Cons

The disregard the little details over and over again in favor of new updates. The app (iOS especially) makes me wait a lot of times when it shouldn't, making it feel slow in stark contrast to other mail apps. Things don't load instantly. Contacts aren't cached. Their UI designers blatantly disregard Android / iOS / Mac / web design conventions (which are there for a reason) in favor of their own convoluted system. Their release notes are boring and they make me update my app even when it's perfectly usable (this condescending attitude is particularly annoying). Many of these small glitches have actually led to catastrophic disasters within my team like unwittingly sending followup emails ("sequences") to 200+ recipients. My advice to them: focus on stabilizing your current, buggy product rather than trying to introduce a million features that don't work 100%.

Justin
Overall rating
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Communication Between Departments and Easy Automation

Reviewed on 2020/08/28

Experience with Front App has been great. All the way from Pre-Sales, Implementation, Deployment,...

Experience with Front App has been great. All the way from Pre-Sales, Implementation, Deployment, and ongoing support.

Pros

The ability to simply @mention someone in an email thread helped smooth out efficiency with our external communications.

Before using FrontApp, we would either have to forward email threads or link to email threads in Slack. Now, if our teams need assistance from other departments, they can use an @mention to give immediate context to the helping party.

Creating Rules using conditions is a breeze and is powerful using their rules editor.

Cons

Some of the "Comment" features were lacking--rich text formatting needed to be in markdown format, no pinned comments, closing edited comments. That being said, they had a recent update that completely addressed all those issues.

Alternatives Considered

Zendesk Suite

Reasons for Switching to Front

We really did not enjoy the "type over this line" experience that Zendesk presented to our customers. We're humans and we wanted to make sure that we could preserve that in our customer interactions. It also helped that the User Interface and set up of Front was intuitive.
John
Overall rating
  • Industry: Graphic Design
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

The best email software I've used

Reviewed on 2020/04/24

It's revolutionised the way we run things.
For a company that interacted with 90% of it's...

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.

Showing 5 reviews of 263 Read all reviews

Front FAQs

Below are some frequently asked questions for Front.

Front offers the following pricing plans:

  • Starting from: US$19.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Starter: $19/per user/per month for minimum 2 users and maximum 10 users (billed annually) Growth: $49/per user/per month for minimum 5 users and maximum 50 users (billed annually) Scale: $99/per user/per month for minimum 10 users.(billed annually)

Front has the following typical customers:

11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

Front supports the following languages:

English

Front supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Front integrates with the following applications:

Aircall, Asana, AskNicely, CallHippo, Caravel, Census, ChargeDesk, Chatdesk Teams, Chatra, Clearbit, ClickUp, CloudTalk, Delighted, Dialpad, Dialpad AI Meetings, Doorbell.io, Drift, Dropbox Business, Fivetran, Flow.ai, FormCrafts, Forumbee, FullContact, Gainsight CS, GitHub, Gmail, Google Drive, HelpCenter.io, HelpDocs, Herald, HipChat, HubSpot CRM, HubSpot Marketing Hub, Influx, Instabug, Instagram, Intercom, Jira, JustCall, Make, Meta for Business, Microsoft 365, Miuros, Nicereply, Olark, Outreach, PagerDuty, Parabola, Pipedrive, Retool, Salesforce Sales Cloud, Shipamax, Shopify, Slack, Smooch, Stitch, Stonly, Talkdesk, Toky, Trello, Twilio, Twitter/X, Upscope, Vyte, WhatsApp, Zapier, Zendesk Sell, Zoho CRM, Zoho CRM Plus, Zonka Feedback, Zoom Workplace, monday.com

Front offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Chat

Related categories

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