Front Reviews

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.

Pros

Ease of use and a wide variety of functionality.

Cons

Crashing issues when email threads get really long.

Alternatives Considered

Reasons for Switching to Front

Pros

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

Cons

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

Pros

Front offers a simple and intuitive interface. It allows one to create inboxes and easily separate subjects into different categories and consequently offering automation, which by itself always save the company a lot of money when the issue is handling hours. Not to mention that this software is really good at integration with other softwares, which saves so much time from having to cross reference information.

Cons

While some competitors will have a URL for each individual email, Front has a generic URL for the inbox. Of course that the emails offer individual identifiers that can be found by selecting "Copy message link", but this isn't that much of an inconvenience and it can be addressed by a simple learning module.

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.

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

Pros

Being able to auto-import our orders and then allocate them to a delivery driver is really simple and easy within Front.

Cons

I haven't seen any downsides to using Front at this time.

Pros

The ability to chat in realtime on an email thread.
Invite non-emailed teammates to an email thread.
have less emails
Shared email Boxes

Cons

Its a little tricky to set up but there is a lot of support to help you out.

Pros

First the video tutorials and the way the software helps ease off saturated workloads.

Cons

No complain, because it's quite useful in seamless communications among our team members.

Pros

Font makes it easy to see all of my channels in one place, no more constant switching between screens!

Cons

Nothing, it's worth the cost for any business where you need to liaise with many clients.

Pros

The ability for our teams to collab on group inboxes. We previously used Gmail and it was a pain for multiple users to access one account and work together.

Cons

We haven't found many features Front doesn't have. There's one situation where supervisors are unable to fully access team members inboxes due to privacy settings on Fronts side, but it's an understandable short-coming.

Pros

Categories, archiving, tags, assigning, commenting that recipients can't see, shareable drafts

Cons

i mostly liked everything, no much cons, for now it's all functioning great

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.

Pros

I loved the Inbox -> Channels system. We were able to organize the mess that several shared Exchange mailboxes brought us over time.We now have a bird eye view of everything. Assignments and comments made it easy to reroute conversations as needed.

Cons

It lacks an Italian translation. Most of us don't know English, but the tool was valuable enough that we made the necessary steps to abilitate non-english collegues to use Front.

Pros

Front has become an absolute essential to my work and my co-workers' work. It is to the point that it has surpassed other mail tools such as Gmail. It is a perfect mix between Gmail, Messenger and Dropbox. Likewise, it is very simple to use, and it has a real added value : it enables us, as a team work, to chat in real time and to share files very quickly and in a very organized manner. I truly believe I will definitely have a hard time doing without Front in my next jobs.

Cons

I have nothing to dislike about this software, except for the fact that I had difficulties in the beginning to correctly see my number of emails in my Inbox.

Pros

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

Cons

I haven't really found anything that I don't like yet. One thing that may improve but is not a big deal is that tagging folders at the top right does not always work but if I drag the message to that folder then it does work. It would be nice if you could add an Asana task from Front without adding it to a project. For example, if it's a private task that I don't want shared with anyone else then I should either be able to make it private or not add it to a shared project. I was going to say that I would love to make reactions to the comments placed in Front but it appears that that option was added 18 hours ago so someone else beat me to the punch. It might be nice to have the option to add a follower to an e-mail thread but make it so that they cannot see any previous comments to when they were added. This would just make it so that you can share current information going forward but not include any past information that you may not have wanted to get into their hands. I'm sure Hillary would have loved that feature. One thing that I would love to add is an @mention to say something like @all or @everyone that tags everyone that is assigned or a follower to a particular e-mail comment thread.

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.

Pros

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

Cons

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

Pros

What I like the most about Front is that I don't have to use Cc option on e-mails anymore. Front has a lot of great options and one of them is called "mention" Let's say a customer writes to you and you are not the correct contact person for that e-mail: with our previous electronic mail supplier we had to go over it and write something like "I'm copying Karen here who will help you out with your request" and copy Karen's name on Cc space. But with Front now we just need to "assign" that e-mail to the right coworker and it'll disappear from you inbox. Then it'll go automatically to the right person and he or she will reply from it (without customer seeing too many e-mail redirectioning to the correct party)

Cons

There is something I haven't found on Front and it is the option called "recall message". When you send a message there is a gap of 5 seconds to cancel it but once it has been sent there is no way to recall it

Pros

How simple is to communicate and handle issues between our customers and our team. It just saves you a lot of time, specially those unnecessary "2 minute calls".

Cons

It might be a little expensive, specially if you are just starting or at least the opportunity cost might be quite high compared with some other tools you might want to have (Regardless the department).

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.

Pros

It's great as a multi purpuse tool for a lot of different scenarios. Has a lot of features and well made integrations.
It helps working and collaborating as a team on messages, requests and tasks very efficiently.

Cons

As it does offer a lot of functions, it's kind of bloated with options to configure and customize it. It can be tricky to find the right config and approach for the usecase you have. As it can be used for a lot of different scenarios (helpdesk, crm, communication, ...) it's not fitting to a specific usecase as good as tools that are specialised to one - it would help if Front would try to focus on something rather trying to be a solution for "everything".
The pricing of Front is unintuitive - basic features like a user and team management are exclusive to the highest tier. For this even managing just a few users and their permission and settings is a real pain as long as you're not willing to upgread to the highest tier (99$/user/month). Hiding essential/basic features in highly overpriced tiers is a disease a lot of SaaS tool have - a practice that really needs to end.

Pros

It's really simple to utilize and consummate when working in group. It's fundamentally difficult to miss any email with this product and very pleasant the manner in which it seems as though when utilizing it consistently.

Cons

The schedule isn't great however is helpful when absolutely necessary. The contact highlight is shockingly ailing in usefulness contrasted and the remainder of the application. The examination reports could be more adaptable.

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.

Pros

As a member of an at-scale team-model customer success team, Front simplifies and streamlines collaboration by enabling transparency into what the rest of the team is working on and who they're speaking with, ease of use sharing threads and context among the team, insight into past customer communications, and robust integrations with G Suite and our CRM among other platforms. The Front team is consistently innovating on top of their existing functionality to continually make the platform more user-friendly and fun to use. I certainly enjoy the UI much more than working out of Gmail.

Cons

I prefer the web-app version of Front as opposed to the desktop app simply because I like having all my tools in one browser window, and I love the keyboard shortcuts that exist on the web app, but I know there are so many more on the desktop app that I would love to see enabled the web app. Other than that though I don't have too many complaints! Their product team is always responsive to feedback, and when I have a problem they are quick to address my concerns