Front

Front

Email management software and shared inbox for teams

4.3/5 (109 reviews)

Front Overview

Front is the shared inbox for teams that brings all of your business communications into a single collaborative platform. Teams in customer support, sales, operations, IT, and marketing can manage [email protected], [email protected], and other group email addresses, Facebook, Twitter, chat, and SMS messages, in one place, and respond without switching between multiple tools.

Designed for team collaboration: Emails and messages in your shared inbox can be assigned to teammates to makes it clear who is responsible for responding, and collision detection prevents multiple replies to the same message. You can directly mention teammates to share and discuss messages and drafts before sending a response to a customer. Email templates let you quickly reply consistently to common questions.

Enhances team productivity: Front works like an email client, but it’s more powerful than Gmail or Outlook. With features like internal comments, follow-up reminders, read receipts, mail merge, email sequences, and canned answers, you’re able to respond 2-3x faster to customers. Mobile apps on iOS and Android are available for responding and triaging on the go. Front’s comprehensive analytics shows your response time, message volume, and many more to measure your productivity.

Integrates with all your apps: Front works with many of the other software you already use — Salesforce, Slack, Trello, GitHub, Intercom, Asana, and more, so you can access and sync this information in Front. Custom integrations for your specific business need can be developed using the API.

Try Front for free with a 14-day trial.

Pricing

Starting from
US$15.00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

English

Front Reviews

Overall rating
4.3/5
85% positive reviews
61
Excellent
32
Very good
7
Average
6
Poor
3
Terrible
Nic M.

A Great App for Unifying and Streamlining your Communication Workflow

Used Daily for 6-12 months
Reviewed on 1/4/2019
Review Source: Capterra

Front has a positive influence on the way I process communication because it allows me to aim for and realistically reach inbox zero. This is possible by allowing me to either respond immediately to a message, snooze it for a later reply or most importantly to me, easily delegate the message to another team member while still being able to follow the conversation. These features allow me to realistically manage multiple inboxes and ensure timely responses to all inbound communication.

Pros

Front is a beautifully designed app for managing private and team emails as well as your company's other communication channels such as chat widgets, social media platforms and even SMS through a service like Twilio. I appreciate the thoughtfulness that has guided Front's development over the years. The Front team's dedication to optimizing the app based on customer feedback is evident in each iteration, and it's great that the Front app is regularly freshened with feature updates and additions. Today's existing integrations with Front coupled with new regularly added services makes Front the perfect platform for unifying your communication workflow. One "inbox" for all your accounts is awesome!

Cons

There are a couple of pain points for me when it comes to my daily usage of Front. My chief complaint is that at this time there is not bi-directional sync of archived or permanently-deleted messages. In my case, archives and deletes in my Office 365 account are synced to Front, but when I apply the same actions in Front, they do not sync to Office 365. This behavior is annoying in the context of my personal inbox—messages acrue and clutter the inbox—but counterproductive for a shared inbox with a mix of Front and Office 365 users. The obvious solution is to move all users to Front but in my case it is not realistic to onboard our entire team at once. Front should sync all actions back to Office 365. My second and last complaint is Front's calendar: it's not as robust as it should be if it's intended to be used instead of, say, Office 365. The experience for creating timed versus all-day events is cumbersome and to my knowledge, cannot be toggled between. Additionally, there is no functionality for creating recurring events. Unfortunately, my time is currently wasted switching between Front and Office 365 for simple calendaring tasks. I am looking forward to the Front team addressing both the sync and calendaring issues in an upcoming release. These pain points are partially behind my hesitation to push Front to all team members.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Justin K.

Front Review

Used Daily for 2+ years
Reviewed on 23/7/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Verified Reviewer

Front has allowed our company to save about a 5 to 1 ROI in time savings

Used Daily for 6-12 months
Reviewed on 10/7/2018
Review Source: Capterra

Major time savings and better organization is the key benefit we get as well as being able to build our own custom plugins.

Pros

Front allows teams to work in a more organized flow with incoming emails. One of the ways we have been able to utilize Front has been to group all emails for specific teams into Team inboxes and then team members can take emails out of the queue and work to bring the box to zero. This has saved us a lot of time from trying to organize emails in outlook.

The main selling feature for us however was the ability to create a custom plugin in the panel on the right as well as pull data from the current conversation from the Front API that is well built. This allows us to customize our flow.

Front also has several default integrations some more useful than others. They seem to be growing at a large pace so you can expect to see major enhancements with the product in the future.

Cons

The price can be a little high per user and the Enterprise version doesn't seem to offer the kinds of benefits you would want to see for such a large price jump. There also seem to be some features on enterprise that feel like they should be one tier down like user roles and authorization.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Matt P.

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

Used Daily for 1+ year
Reviewed on 12/12/2018
Review Source: Capterra

Pros

Front is an amazingly powerful tool backed by a team of professionals who provide us with the ability to manage our email as a team. We work together to help our customers succeed and share an email account — with Front we're able to assign out emails, have thread-specific chats by mentioning team members and use the Sequences feature to send personalized messages to our customers. Using Front has increased our communication internally and has dramatically improved our efficiency when addressing customer requests. Sequences allow us to stay personal and deliver proactive outreach without sacrificing time.

Cons

Front is a growing company which means they roll out updates from time-to-time — anytime there are bugs they are quick to address the concerns. The CSM team and technical support have been super helpful anytime we've run into issues.

Response from Front

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Stefany B.

Organized and Efficient

Used Daily for 1+ year
Reviewed on 13/10/2016
Review Source: Capterra

My company uses Front in a way that it was not created. I say this because the company accommodated our use rather than letting us go. Because of this allowance, they have made our day to day use of hundreds of emails efficient and effective. We are able to assign incoming email, share with unlimited employees and a number of integrations keeps the app connected to our CRM and other integral apps. Folders allow us to keep a very organized view of our incoming mail stream with employees that are offsite or in different countries.

The number one reason for choosing Front was their phone app. Beautifully designed and easy enough to use by my least technical employee with ease. Compatible with IOS and Android. There are regualr upgrades so they are a growing and innovative group of people.

Their willingness to work with us and even take suggestions for upgrades was a deciding factor to stick with Front.

Pros

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

Cons

No issues so far.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Front Pricing

Starting from
US$15.00/month
Pricing options
Free Trial
Subscription
Value for money

Basic plan: $15/user/month (billed annually), $19/user/month (billed monthly)

Premium plan: $29/user/month (billed annually), $34/user/month (billed monthly)

Enterprise plan: $59/user/month (billed annually), $69/user/month (billed monthly)

Front Features

  • API
  • Activity Tracking
  • Chat
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Communication Management
  • Search Functionality

  • Access Control
  • Activity Dashboard
  • Automatic Notifications
  • Customisable Branding
  • Document Management
  • Document Storage
  • Drag & Drop Interface
  • File Management
  • Permission Management
  • Projections
  • SSL Security
  • Third Party Integration

Additional information for Front

Key features of Front

  • Absence management
  • Activity tracking
  • Alerts / escalation
  • Analytics & reports
  • Application integration
  • Assignment management
  • Audit trail
  • Authentication & security
  • Auto-responders
  • Automatic reminders
  • CRM integration
  • Canned responses
  • Channel management
  • Chat
  • Chat functionality
  • Client management
  • Collaboration tools
  • Collaborative workspace
  • Collision detection
  • Commenting
  • Communication management
  • Contact database
  • Contact management
  • Customer service analytics
  • Customer support tracking
  • Email integration
  • Email templates
  • Email tracking
  • Full text search
  • Macros
  • Mail merge
  • Mentioning
  • Mobile integration
  • Multi-channel communication
  • Multi-channel inbox
  • Multi-channel management
  • Multiple user accounts
  • Real time analytics
  • Real time notifications
  • Rules-based workflow
  • SAML single sign on
  • SMS integration
  • Salesforce integration
  • Scheduled emails
  • Search functionality
  • Social media integration
  • Tags & keywords
  • Two-factor authentication

Benefits

  • Centralized view: Incoming messages, from group email addresses ([email protected], [email protected], 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 message assignments, internal comment and message sharing, 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, canned answers, workflow automations, send later, follow-up reminders, and individual email management in Front.

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

  • Increased mobility: iOS and Android mobile apps for Front come with all the features of the desktop and web apps.

  • Front FAQs

    Below are some frequently asked questions for Front.

    Q. What type of pricing plans does Front offer?

    Front offers the following pricing plans:

    Starting from: US$15.00/month

    Pricing model: Subscription

    Free Trial: Available

    Basic plan: $15/user/month (billed annually), $19/user/month (billed monthly)

    Premium plan: $29/user/month (billed annually), $34/user/month (billed monthly)

    Enterprise plan: $59/user/month (billed annually), $69/user/month (billed monthly)

    Q. What are the main features of Front?

    Front offers the following features:

    • Absence management
    • Activity tracking
    • Alerts / escalation
    • Analytics & reports
    • Application integration
    • Assignment management
    • Audit trail
    • Authentication & security
    • Auto-responders
    • Automatic reminders
    • CRM integration
    • Canned responses
    • Channel management
    • Chat
    • Chat functionality
    • Client management
    • Collaboration tools
    • Collaborative workspace
    • Collision detection
    • Commenting
    • Communication management
    • Contact database
    • Contact management
    • Customer service analytics
    • Customer support tracking
    • Email integration
    • Email templates
    • Email tracking
    • Full text search
    • Macros
    • Mail merge
    • Mentioning
    • Mobile integration
    • Multi-channel communication
    • Multi-channel inbox
    • Multi-channel management
    • Multiple user accounts
    • Real time analytics
    • Real time notifications
    • Rules-based workflow
    • SAML single sign on
    • SMS integration
    • Salesforce integration
    • Scheduled emails
    • Search functionality
    • Social media integration
    • Tags & keywords
    • Two-factor authentication

    Q. Who are the typical users of Front?

    Front has the following typical customers:

    Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

    Q. What languages does Front support?

    Front supports the following languages:

    English

    Q. What type of pricing plans does Front offer?

    Front has the following pricing plans:

    Subscription

    Q. Does Front support mobile devices?

    Front supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Front integrate with?

    Front integrates with the following applications:

    Aircall, Asana, Co:tunity, FCS CosmoPMS, Intercom, Nicereply, Pipedrive, Slack, Smooch, Truly

    Q. What level of support does Front offer?

    Front offers the following support options:

    FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials