Front Reviews

Never bcc internally again

Comments: Couldn't imagine living without it. Treating email collaboratively has probably reduced the number of internal emails by a factor of 10. The integrations with every platform via API let us manage tons of internal workflows in a completely automated way. Overall, we're happy to pay for it - every dollar in Front probably saves us an hour in FTE time.

Pros:

The ability to treat email as a collaborative effort is groundbreaking. It's easy to create visibility and work asynchronously on emails that would otherwise take multiple forwards and slack conversations. Integrations and automations are great too.

Cons:

Fairly expensive if you don't use it for a large number of folks, AI features are pretty limited right now.

Great Software, Terrible Billing and Support Policies

Pros:

It has a number of very good features for helping teams work together for sales and support. The abilities to share, assign, comment on, snooze and resurface issues makes zero inbox possible. Keeps clutter down and focus on what is most important at the moment. We really like the 'product'.

Cons:

-Front's Billing policies are absurd. If one signs up for an annual plan adding a user even if only temporarily for a day or a month while transitioning employees results in a charge for as much as a full year for that seat. -During the sales process, you will experience significant personal, real-time communications. Once the sales process is over, don't hope to EVER be able to have a real-time conversation with anybody. Regardless of the severity or complexity of the issue, the only option is email that often takes days to get a response which can be a real problem when the platform is down since it is the only way to contact them. They had a chat ability for a while but turned it off apparently because customer expectations for a timely response were too high. -Don't bother making suggestions. Although they have what appears to be a strong attitude towards involving customers, suggestions get a pat on the head and swept into a 'we'll pass that on' basket. No methods or interest to surface ideas and suggestions in a way that other end-users can expand upon or upvote/prioritize.

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.

The Bestselling in the market Customer service and Collaboration tool.

Pros:

It gives is realtime collaboration with our staffs. It has a very intuitive interface and dashboards. The customer service is good. It is a no code tool and we love it as it makes it easy and fast for is to automate our workflows

Cons:

It has been good all along and we have experienced no dislikes

If you have multiple teams managing emails daily, Front is for you.

Comments: Overall it was easy enough to set up and configure rules without much technical help. The difference from other systems we used to manage our email was instantly significant and improved efficiency and response times.

Pros:

The internal team chat enhances communication and collaboration. The clarity of who is responding or seeing quickly that someone has responded so you do not waste time on emails that someone has already sent or is working on sending.

Cons:

The integration with WhatsApp that we use to communicate with drivers is really more geared toward communicating with customers and is a bit quirky but we made it work.

Front is the best Shared Inbox for collaborative customer support

Comments: Front truly is a dynamic tool for teams looking to improve their internal workflows for external-facing communications. There is some fantastic automation that is built into the platform that has helped streamline and build in consistency for external client-facing communication.

Pros:

My favorite functionality would be the collaborative chat tools amongst team members for email threads. Its an amazing tool.

Cons:

The thing I struggled the most to adapt to was the Tags functionality. It is not something we use daily but had a slight learning curve for me and my team.

Best email software ever

Comments: We have a shared inbox and we had trouble to avoid double answers and we had to forward the emails to each other or CC them on our replies so they could get informed of a conversation

Pros:

Sharing emails without having to forward them, being able to have internal conversations within an email, plenty of integrations

Cons:

When I need to speak to all the team, I have to create a discussion and add them all, one by one. I'd rather have the possibility to @team within an email or a discussion to make sure they are all included. I also whish we could find a slack inbox where we could find all the channels we have and avoid having to switch between the two softwares.

Great product with a few annoying things

Comments: Overall great product, really happy with the exception of the email nesting

Pros:

Easy to use - actually integrates well and completely replaces all other email managers. Unlike Zendesk or similar products; emails you send from Front are actually sent from your email address, not a weird routing domain like yourcompany.zendesk.com

Cons:

When multiple emails come in on the same day with the same title (e.g., two customers respond to the same automated email they got), Front will nest them together as if they are one thread. This causes problems with the customer support team because sometimes they forget / don't know they need to scroll up to respond individually to each nested email. Pretty annoying and error prone

Great aggregator tool for Customer Success

Comments: I lead a customer success team that uses Front daily.

Pros:

I love the ability to interact with all our support tools - phone, email, chat from intercom, while interacting with our full team (support team of 5). We stay connected on each user, and can easily run reports and track year over year metrics. We especially like the ability to chat back and forth before we respond to tricky situations, and the ability to Snooze.

Cons:

I would love for more integrations - specifically survey functionality, or the ability to have automation once you close out an email/chat. We have this on intercom but it lives within the intercom platform now.

Alternatives Considered: Zendesk Suite

Reasons for Switching to Front: I like that it can pull together everything, and be accessed on the go.

We wouldn't be the same without Front

Comments: Front is the backbone of communications, from talking with customers, taking care of signups and inquiries and handling customer support, Front lets us do all of that remotely.

Pros:

Front helps us respond so much faster as we collaborate on high impact messages and it lets us know what each other's doing. The support team is also really fast and reliable.

Cons:

Runs on Electron, so can be a bit slow. Some missing features but the team is iterating really quickly.

Front ~ Showing You What Email Can Really Do

Comments: Overall my experience with Front has been very great. In terms of many vendors we deal with our company, Front is at the top. They are their because they are truly relationship minded and that is hard to find in companies. Especially companies in the field of technology. Our company is truly thankful for Front and value their company and employees. You truly get a great experience from their product to their people, and that says a lot about a company.

Pros:

I believe the product is very easy to use. Especially for someone that is on a computer daily for work, this product is very streamline and functional in terms of being user friendly. The admin needs to have some tech savy to them to operate and set up, but truly that was not anything difficult. For a company that time is truly our job we need to be on par with everything that is going on. With Front that dream is possible as we can all be on one email communicating with their Comment function and never have to email out. This prevents any miss communication or double communication. Efficiency is taken to an all time high. With other email platforms you can't have all your company on one email, other than outlook I believe, but it still fails to compare to the functions and ease of Front. Especially that no one misses out on an email if someone does archive it. Sense Front saves a personal file for you! Truly they mind and soul for this product was truly to help productivity, efficiency and the customer experience which birth Front.

Cons:

It is hard to really give it a straight con, as it is a growing software and just in the yearish we have used them I have seen it grown so fast. It would be wrong to brand it cons but more so improvements that are on its way. I didn't realize this truly at the start till Front personally reaches out and gets to know you and you to them. A improvement I see growing is the support line. Depending on the nature of your business you need this more so than others in a more timely manner. Our company being time based we need things fixed fast to provide our job. Front does the best to their availability to do this, but its still a growing improvement. I know I am not going to get someone in five minutes, but for sure within the hour and once then I will be able to get immediate help till the solution is at hand. Another improvement is their reports. Due to the nature of our business this has helped us out a lot but with all the variables we have it is hard to get a true accurate report. It has base functions that will help any company, but for diving into even finer details its not there...yet. Least to say I would die on a hill to say there are truly no cons, but truly just improvements I see coming and know they are continuing to work on. You can't hop in a car without knowing how to drive and expect to drive. Takes time to master anything, but you see how you can't live without once you learn a little about it.

Front Review

Comments: Overall, Front allows my team and I the ability to respond promptly to each mover around the country without having to switch screens.

Pros:

I work at the HQ of a moving company (Bellhops) and my job consists of constantly messaging our movers in the field spread over 25+ cities around the country. The best thing about Front is the ability to prioritize messages involving conversations that are more pertinent than others. Some are urgent and need to be handled right away, and others aren't and Front allows the visibility to determine the difference. My personal favorite attribute is the 'following' inbox including all active conversations you're apart of.

Cons:

It would be great to see front integrate with software used by our company so we wouldn't have to input new contacts once we hire a mover in the field. This may already be available, or in the works.

Alternatives Considered: Kustomer

1-Year Review

Comments: Using Front has truly allowed me to take charge of my inbox! It has helped us communicate better between workers, as well as work more efficiently as a team to get the work done. Everything is open and available between each of us, so we can help each other and maximize the talents of one another in responding to the needs of our clients.

Pros:

After a full year of using Front, the thing I find the most useful is the ease and efficiency of sorting and prioritizing my daily email. The ability to snooze, assign to another individual, or add quick notes about the email, along with the ability for others to see who is working on a reply, has made our efforts so much more efficient! Everything runs seamlessly and it has become second nature, very quickly.

Cons:

There are still a few "glitches" when it comes to opening certain attachments, but I think that is always the issue with any email program. The only other issue is with the mobile app - it takes a few extra steps to modify email recipients, but it isn't that often that this has to happen.

Front is the best customer service management & email integration tool I have ever used!

Comments: I love Front! It breaks my heart that Convoy is terminating our contact soon. We have started to development our own (very basic) email platform but it is a long way away from the standard my team is now accustomed to, based on our positive experience using Front the last two years.

Pros:

I love Front's ability to display who on an email chain has read our last response (revolutionary!) & the ease at which my team can comment back and forth and converse with each other, all while hidden from our customers in the email thread. Email tagging, inbox splitting, & the infinite number of archiving and email redirection rules we can put in place keeps my team organized (& myself sane!)-- as a company that receives tens of thousands of emails a day, Front allows my operations team to truly battle the "Front lines" of customer communication.

Cons:

The biggest issue we deal with is Front's occasional latency. In an industry where fast is better than perfect, the last thing my team needs is Front to be lagging or down. We have a huge backlog of archived emails (Front also acts as customer documentation platform for us) so searching information can be super tedious if the platform doesn't load or crashes. My team works to urgently solve problems and every second counts, so we cannot risk even a minute of latency.

Front is a lifesaver

Pros:

For several years, our administrative team used Front and it improved our internal workflow and customer communications significantly. Now our entire office is using Front and the combination of client and internal emails with internal comments and discussions is indispensable. We have never been so efficient, and I can't imagine work life without Front.

Cons:

When we have an issue, the support team is very responsive. Bugs are addressed quickly and our ideas for improvement are often implemented.

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.

Alternatives Considered: Zendesk Suite

Just what we needed

Comments: Amazing. It has been so helpful for us to manage our client inboxes and emails. It has literally moved us out of gmail hell into email heaven.

Pros:

Great help in setting up, Easy to maintain, transparent in billing, Great customer service, Love being able to comment internally on emails, sharing them, collaborating on drafts, and having internal discussions on emails.

Cons:

It is rather expensive for our use, but still worth the money for us. When we share a link, if the email hasn't been shared with a specific individual, the link won't work for them until they have express permission.

Best email collaboration software

Pros:

Our support team first migrated over to Front from a traditional ticketing software a couple of years ago, and we were blown away by how easy it was to use. We've since added other use cases and teams to Front, and most of our team members also use it as their main email client for their personal work emails. I also personally love the ability to automate parts of our workflow using Zapier and the Front API — it's a real game-changer.

Cons:

There have been significant price increases over the last few years since we've started using the software. While we'd like to have more team members using Front, the pricing is just not feasible for us at this point. The other small thing would be very specific missing features we would love to see that just aren't supported at the moment. But that's totally understandable as our use case may not be very common.

excellent app for mail and teams

Pros:

very easy to transfer mail and add internal comments on them. This app is done for BtoC startup that want to manage lots of daily mails from customers.More over it's very easy to integrate other products through Apis

Cons:

a bit expensive, but the value added is very high. Should have better prices for small companies

Alternatives Considered: Gmail

Great email platform for team collaboration

Comments: 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.

KEEP AWAY!

Comments: 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.

Poor customer support. Phone support non existent.

Comments: Frustrating and time-wasting. It breaks my workflow when I need to waste time finding emails.

Pros:

internal comment and sharing between teams

Cons:

Emails simply disappear from the inbox, from the archive box, from the sent box, the search function is useless, can't find the emails.Can not organize and archive emails in folders. everything is a huge pile of emails. if the search function does not work and gives you a result, you have to waste huge amounts of time scrolling through the huge pile of emails in the archived box. No undo function!!!!

Best app if you work as a team

Comments: It's very good app

Pros:

I simply love this app, even though I don't like it at first, now I love it. You can assign the email to relevant team members. So no ball drops between two players.

Cons:

It's a little confusing to start but soon you will love it.

Good for years now a slap in the face

Comments: 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

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.