Front is a communication hub that helps businesses keep the human touch in every interaction.
$29
per month per user
Help.com
Score 10.0 out of 10
N/A
Help.com is a cloud-base live chat solution. The vendor says its in-depth reporting gives businesses an inside look at what is driving their customer experience.
This solution includes custom on-boarding and training as well as a custom built chat box widget that is designed around the user’s brand.
$80
per simultaneous active user
Pricing
Front
Help.com
Editions & Modules
Starter
$29
per month per user
Growth
$79
per month per user
Scale
$99
per month (billed annually) per user
Premier
$229
per month (billed annually) per seat (50 seat minimum)
Help.com Chat
$80 per month
per simultaneous active user
Offerings
Pricing Offerings
Front
Help.com
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Discount for annual pricing on Starter and Growth plans. Scale and Premier plans are annual price only.
Help.com Chat comes with unlimited logins and scales with your business.
I think Front is very useful for every company with multiple teams working together on different emails from clients. Not so useful if a lot of different teams need to work on a request at the same time, because when an email is sitting in multiple shared inboxes things can get messy. Also would not recommend for teams that work is individualized, as team work is the main point of Front.
Help.com is well suited for companies with sales and support departments who have the employee size to manage and respond to visitors chatting. I think a less appropriate scenario would be a company that does not have the employee size to manage the inbound chats as it makes it less valuable if you cannot interact quickly.
I call them "sticky notes" but Front calls them Comments. It's a way to collaboratively make comments on messages sent to joint inboxes for folks to coordinate a response before it goes back to the sender.
When exchanging with someone using the Comments feature, someone can create a draft reply and then share it before it goes out. It also includes the typing indicator letting you know they are not just replying, but specifically working on a draft reply. These things are really great for individuals, or teams, that don't sit next to each other.
Tagging. It's a fairly simple concept, but very useful for classifying notes and being able to manage, what could be, a messy inbox. Additionally, the ability to have your own personal tags really allows the user to manage their own messages in a way that works best for them.
Zoom Meeting Integration as there are some clients who want to have a call immediately.
Tagging can be improved - looks scattered.
Calendly Integration, they have their own calendar appointment but it would be good if I don't need to leave the front to set up [calendar] appointments.
It's very easy to understand and use by new customer support agents as well. Be it a technology, product, or marketing person, we have trained most of the company folks to read and respond to customer conversations in their free time with the help of the Front app. It is also easy to set up for an admin and manage his/her team with communication rules.
The support is good, and it's definitely prompt, but still lags when it comes to technical requirements, as I guess they are slow in developing newer features fast. So no complaints in terms of responsiveness, but yeah, at times it's not very helpful when you need certain features or are blocked on things which can't be unblocked.
Help.com is easy to use, easy to train new employees to use, very helpful to clients and prospects, helps us generate revenue, resolve customer issues, and maintain a happy customer base. Being available at the convenience of your clients and prospects is necessary and Help.com helps make this possible without a struggle.
This is something I am not familiar but it seems like it is [available] in Gmail. Thus I cannot give any feedback about it. What I am sure about is Front works for our team and I see Zoom using the service in the Customer Success Organization in a long run.
Help.com stacks up against competitors with their pricing, interface, features and support. I have used similar products in the past but Help.com is by far the best solution. I highly encourage you to use Help.com for your business and see for yourself why they are the best option for you.
Quality- with all the benefits given, in just matter of time, all your organization will find it familiar and less effort is needed when composing emails.
Effectiveness- no one wants to miss an email, or never respond to a possible customer. Front will help you that. If you do not want to send that email now, you can set a timer and Front will send it for you later on.
Simplicity- Front is not the most difficult app to handle, indeed, it is too easy to learn. From the first moment you will have a guided tour and will learn all the good things that it has for you.
