Front Information Reviews & Insights

Score7.2 out of 10

112 Reviews and Ratings

Community insights

TrustRadius Insights for Front are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Timely email response time: Users have praised Front for its timely email response time, with many reviewers stating that they appreciate the quickness of the platform. The ability to receive prompt responses ensures efficient communication and helps users stay on top of their emails.

Internal collaboration in email threads: Many users find Front's internal collaboration feature in email threads to be highly valuable. This feature allows managers and team members to collaborate within the context of an email, ensuring that no interactions are missed or overlooked. Reviewers appreciate the visibility it provides and how it facilitates teamwork.

Effective notification system: The sticky notes or Comments feature in Front is widely regarded as effective by users. It ensures that no important emails, discussions, mentions, or tags are missed. With this collaborative feature, users can make comments on messages sent to joint inboxes and coordinate responses before sending them back to the sender. Several reviewers have specifically mentioned how this feature streamlines communication and enhances collaboration among team members.

Reviews

7 Reviews

Information

Best email management tool in the market !

Rating: 9 out of 10

Incentivized

June 15, 2023

Use Cases and Deployment Scope

Front is a one-stop solution to all our emailing requirements. Right from the smooth interface of emailing, the ability to comment between threads and snoozing/scheduling makes things really easy. The Customer Success Team at VWO uses Front and it helps us save a lot of time and effort making us more efficient and productive. Searching emails and commenting between the threads for internal purposes. The shared inbox makes it easy to manage the emails of colleagues who are on leave.

Front also lets us create personalised calendar links that can be used by clients to book a meeting on our calendars. This saves a lot of time both for the Customer Success Manager and the client.

Pros

Snoozing and scheduling of emails
Personalised calendar links that can be shared with the clients
Ability to comment between a specific email thread for internal purpose
Tagging colleagues easily to any email thread

Cons

A completely dark mode can be great
The snoozed emails can be made more prominent along with the time
Mobile front application can be improved

Likelihood to Recommend

Front is best suited for client-facing roles wherein a lot of emails have to be managed on a daily basis. The ability to snooze, schedule, and archive emails quickly makes it very easy to use. Since CSMs have to deal with clients, Front makes it easy to book calendars by sharing personalised calendar links rather than negotiating for time slots with clients. This saves a lot of time and improves productivity.

Siddhant Salil

Customer Success Manager in Customer Service at VWO (Computer Software, 201-500 employees)

Vetted Review

2 years of experience

View profile

Front, a good way to keep your conversations organized

Rating: 8 out of 10

Incentivized

June 15, 2023

Use Cases and Deployment Scope

I used Front to keep all the conversation with the clients organized, making sure all of them receive an answer when required and no information is lost. As well, I used it share draft with my coworkers, discuss topics over a conversation without sending messages to the actual client and be able to coordinate the answer without leaving the mail app.

Pros

Managing different inboxes in an organized way
Sharing information among team members
Avoiding important messages unread

Cons

When you sync a new account with several messages, Front inbox may be filled with spam

Likelihood to Recommend

Front is great when you have several team members managing external customers and when you need them all synchronized with the answer. Also, it is great to keep track of important conversation threads without losing information or messages from your customer.

It is also a good tool to keep track of your potential clients because it allows to have a contacts agenda organized and clean.

Verified User

Engineer in Engineering (Internet company, 11-50 employees)

Vetted Review

3 years of experience

Simple and Efficient Email Solution

Rating: 10 out of 10

Incentivized

November 30, 2021

Use Cases and Deployment Scope

We use Front for a variety of purposes, including managing shared inboxes, maintaining the philosophy of "inbox zero", sharing information across multiple teams, and scheduling. The ability to chat between team members saves us the massive forwarding chain that inevitably occurs when you need input from 2+ people on a single email.

Pros

Assign emails from a shared inbox to a particular user.
Tag users in an email conversation for questions or input.
Integrates with our CRM, Pipedrive, and GCal.

Cons

Sequencing is a little weak for outbound sales.
The mobile app is feature limited.
Deleted messages can be hard to find.

Likelihood to Recommend

I've actually already recommended Front to many of my former coworkers who are looking to manage a shared billing email inbox and a shared customer success/support inbox but are worried about overwhelming individual employees. I'm hard-pressed to imagine any scenario in which Front is not an amazing tool unless you work on an extremely small team and deal with an incredibly low volume of emails.

Verified User

Employee in Sales (Computer Software company, 11-50 employees)

Vetted Review

1 year of experience

Front of the pack

Rating: 10 out of 10

Incentivized

November 8, 2019

Use Cases and Deployment Scope

Front is currently being used by our customer development team and some members of our sales team. It allows us to collaborate on projects that have multiple team members who need to see an email without requiring us to fwd or cc everyone on the chain, we can even collaborate and make edits before an email gets sent back. We also use front because it has super task management and inbox organization capabilities compared to other email inboxes

Pros

The snooze function is great as it lets you work on what is important and delay less time-sensitive things to later, helping you keep a clean and organized inbox.
The tag functionality is helpful to keep specific types of emails linked together. I like that you can add multiple customized tags all to one email.
The sharing capabilities are useful when working with multiple members of a team.

Cons

Sometimes it gets glitchy or lags a little bit.
Once and awhile emails get stuck as drafts or won't archive or send when you want them to.
I want better integrations with other software tools.

Likelihood to Recommend

Front is great for anyone who lives in their email inbox and needs to stay organized. It is less useful in roles that don't require you to send or receive very many emails. It is also helpful for team-based roles because of its sharing capabilities. It is probably more useful for larger and growing companies.

Verified User

Representative in Sales (Computer Software company, 201-500 employees)

Vetted Review

2 years of experience

Top CRM tool: Helped save time, improved ROI

Rating: 9 out of 10

Incentivized

August 9, 2019

Use Cases and Deployment Scope

The Front app is being used by the customer support team specifically. It is one of the most modern email management tools for customer support. This has made the entire CRM process for us very efficient, with its set of advanced rules, team management, autoresponder, and AI. It also has good integrations with tools such as Slack, JIRA, etc.

Pros

Email management: it has a comprehensive set of rules for email categorization, as well as team inbox allocation, which makes the rostering and turn-around time very efficient.
Custom plugins: they have great custom plugins. We have integrated our native chat using the custom plugins, and it allows us to offer a very seamless user experience to our users.
Integrations: They have integrations with all the top tools that a customer support and technology team use, such as JIRA, Slack, etc.

Cons

Pricing: it tends to become costly when you scale up your team..for a smaller organization, this is definitely worth a buy.
Speed: it tends to become slightly slow when you staff a team of 50+ members and have over a few million emails, but I'm not sure how other tools would perform in this scenario.

Likelihood to Recommend

It is well suited for startups that wish to manage customer communication in an efficient manner. It is easy to set up, manage, and optimize, and doesn't require deep tech knowledge. For larger orgs, it becomes costly, and won't be the ideal CRM tool. Also, it needs custom development to integrate your own voice/chat tools with Front.

Verified User

Vice-President in Marketing (Internet company, 51-200 employees)

Vetted Review

2 years of experience

Front is definitely on their way up

Rating: 7 out of 10

Incentivized

December 3, 2018

Use Cases and Deployment Scope

We are currently using Front as a way to monitor mailboxes that visitors to our site can contact us. We have our sales development, sales, and CSM teams all using it which allows for easy collaboration. It helps make sure we have multiple sets of eyes monitoring inquiries so nothing slips through the cracks.

Pros

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.

Cons

Their integration to Salesforce is lacking. As the owner of our productivity tools and how they are used, I have very little control over what things to enforce, or even change what objects are available. For example, we don't use Cases in Salesforce but with the Salesforce integration the Cases object shows up. There's no need to have that there. I've heard there is a roadmap improvement forthcoming.
One of our uses is for our sales development reps to prospect with visitors. Because of the high volume of inquiries it's difficult for our reps to efficiently manage all their follow ups. It would be nice if we could run a "scheduled campaign" where a predesigned cadence of email follow ups can be sent automatically. To be clear, they do have a scheduling capability, but it just can't be used as a prebuilt option.
Integrations to other systems require you have a user account to those systems. We have SSO and therefore we don't always have a user account. For example, out integration to Jira uses SSO so we don't each have individual Jira logins. This is an outage for us.

Likelihood to Recommend

Front is definitely good for teams that are spread out, in different locations. It's also a very good way to integrate general mailboxes such as a "sales@" type email, and your individual work email so you don't have to continually log into multiple email boxes.

Rick Scouffas

Head of Sales Operations at Sentry.io in Sales at Sentry (sentry.io) (Computer Software, 51-200 employees)

Vetted Review

1 year of experience

View profile

Flexible help tool for multiple support channels

Rating: 9 out of 10

Incentivized

March 28, 2017

Use Cases and Deployment Scope

We use Front to collect all of our support accounts in one place. It allows our team to act on support questions and delegate easily without having to forward emails or CC them to the correct contact internally. We simply tag/assign an email to a user which moves it to their queue so nothing gets dropped on our end for the customer.

Pros

Assigning emails across a number of users.
Rules that allow for emails to be filtered and assigned automatically.
Shows the flow of a conversation well, with comments and tags in the timeline.

Cons

I sometimes lose emails between support accounts and my own personal email in Front.
More reminders/updates on emails that sit for a period of time.

Likelihood to Recommend

If you have an expansive support team that focusses less on ticketing and more on getting problems solved asap, then Front might be the best solution for you. We tried using systems like Desk.com and Zendesk and it didn't flow well with our users who wanted normal email conversations with us. Front allows us to collect our resources and support customers from across our organization.

Tom Davies

Customer Success Manager in Customer Service at SimpleLegal (Information Services, 11-50 employees)

Vetted Review

2 years of experience

View profile

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Front is definitely on their way up

Rating: 7 out of 10

Incentivized

December 3, 2018

Use Cases and Deployment Scope

Pros

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.

Cons

Their integration to Salesforce is lacking. As the owner of our productivity tools and how they are used, I have very little control over what things to enforce, or even change what objects are available. For example, we don't use Cases in Salesforce but with the Salesforce integration the Cases object shows up. There's no need to have that there. I've heard there is a roadmap improvement forthcoming.
One of our uses is for our sales development reps to prospect with visitors. Because of the high volume of inquiries it's difficult for our reps to efficiently manage all their follow ups. It would be nice if we could run a "scheduled campaign" where a predesigned cadence of email follow ups can be sent automatically. To be clear, they do have a scheduling capability, but it just can't be used as a prebuilt option.
Integrations to other systems require you have a user account to those systems. We have SSO and therefore we don't always have a user account. For example, out integration to Jira uses SSO so we don't each have individual Jira logins. This is an outage for us.

Likelihood to Recommend

Rick Scouffas

Head of Sales Operations at Sentry.io in Sales at Sentry (sentry.io) (Computer Software, 51-200 employees)

Vetted Review

1 year of experience

View profile