
About Front
Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale. Front streamlines customer communication by combining the efficiency of a help desk and the familiarity of email, with automated workflows and real-time collaboration behind the scenes. With Front, teams can centralize messages across channels, route them to the right person, and unlock visibility and insights across all of their customer operations. More than 8000 businesses use Front to drive operational efficiency that prevents churn, improves retention, and propels customer growth
Key benefits of Front
Centralized view: Incoming messages, from group email addresses (support@, sales@, 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 assignments, internal comment and shared drafts, 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, message templates, workflow automations, send later, follow-up reminders, and individual email management in Front.
Sharpen your focus: Get a better understanding of your team’s workload, customer’s experience, and more with in-depth analytics.
Minimal learning curve: Front works like any other email client (Gmail, Outlook, etc.), and not like a clunky, complex help desk ticketing system.
Full administrative control: With Front, you have custom governance to best serve your customers. Our administrative console allows you to control permissions, provisioning, access rights, and more.
Security that scales with you: Our platform is built using industry-standard encryption. Daily backups ensure performance never slips, and each customer gets a unique enterprise identifier.
Invested in compliance: From SOC 2 to GDPR, we continuously invest in enterprise-grade compliance and governance frameworks to protect your data and keep it safe.
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Reviews
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- Industry: Consumer Electronics
- Company size: 1,001–5,000 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Front, a must need in your business!
Reviewed on 27/06/2020
I strongly recommend using Front. Not only is the program / email-client very good, but the...
I strongly recommend using Front. Not only is the program / email-client very good, but the employees at Front are also equally capable. Through the e-mails they send and the experience I've had with their customer service, I noticed they really care about their program and what the consumer thinks of it. If you have any questions, they will answer it properly. If you have any suggestions, they will sincerely think about it.
Front has impacted my work, by making my work easily manageable. I can clearly see incoming e-mails being divided into different inboxes. Everyone can have different rights, so not everyone can see how cases are handled. Furthermore I can easily search my sent e-mails, even by using formula's such as ‘from:’ or ‘to:’, which makes searching older conversations or e-mails for bigger cases very easy. This can be very though in other e-mail clients.
I can conclude that my overall experience with Front is very good!
Pros
I like how everything is organized and therefore is easy to see. I can clearly see the divided inboxes on the left, making it easy to see how much work still needs to be done. Also, the e-mail conversations itself are shown like they are in e.g. iMessage or Whatsapp. This feels really familiar and makes it easy to read really long conversations.
Moreover, there are many settings, which can make the difference for various different users. For example, I use the 'Paste as text' setting, so everything I paste is stripped of its formatting. I know some of my colleagues dislike this, but I love it.
Furthermore, shortcuts are easy to learn and this makes it possible to work even faster.
Overall, I think Front feels very intuitive, it is easy to learn, and makes e-mailing a lot easier.
Cons
At the moment, there is but 1 thing I dislike. When you’ve just sent a new e-mail, it takes a while to show up in the ‘sent’ folder. We used to be able to see that immediately. Because of the way we work, we copy and paste the text of the sent e-mail in our other systems. This delay, especially when one sends many e-mails, is particularly annoying. This is the only minor thing I think can be improved.
- Industry: Telecommunications
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 1.0 /10
Great Software, Terrible Billing and Support Policies
Reviewed on 31/07/2020
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.
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
Great for collab, not so great for the budget
Reviewed on 30/03/2018
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.
- Industry: Financial Services Software
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Great Experience with Front
Reviewed on 15/04/2022
I love Front. It's a great tool, very easy to implement, teach and use. The communication between...
I love Front. It's a great tool, very easy to implement, teach and use. The communication between teams is great and we can track and talk to our customers in a great way.
Pros
The interface and how is easy to teammates collaborate and organize conversations with customers.
Cons
Language only in English
Some features were thought exclusive for emails and we use a lot WhatsApp and Chat channels (custom channels) that not might work that great
API Rate Limit for custom channels that we always talked that would be our main channel and after purchasing, we discovered this "limitation"
Reasons for Choosing Front
We didn't like Zendesk layout and supportSwitched From
Zendesk SuiteReasons for Switching to Front
Layout, features, support, sales proccess, pricing.- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Communication Between Departments and Easy Automation
Reviewed on 28/08/2020
Experience with Front App has been great. All the way from Pre-Sales, Implementation, Deployment,...
Experience with Front App has been great. All the way from Pre-Sales, Implementation, Deployment, and ongoing support.
Pros
The ability to simply @mention someone in an email thread helped smooth out efficiency with our external communications.
Before using FrontApp, we would either have to forward email threads or link to email threads in Slack. Now, if our teams need assistance from other departments, they can use an @mention to give immediate context to the helping party.
Creating Rules using conditions is a breeze and is powerful using their rules editor.
Cons
Some of the "Comment" features were lacking--rich text formatting needed to be in markdown format, no pinned comments, closing edited comments. That being said, they had a recent update that completely addressed all those issues.
Alternatives Considered
Zendesk SuiteReasons for Switching to Front
We really did not enjoy the "type over this line" experience that Zendesk presented to our customers. We're humans and we wanted to make sure that we could preserve that in our customer interactions. It also helped that the User Interface and set up of Front was intuitive.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: $19.00/month
- Pricing model: Subscription
- Free Trial: Available
Starter: $19/per user/per month for minimum 2 users and maximum 10 users (billed annually) Growth: $49/per user/per month for minimum 5 users and maximum 50 users (billed annually) Scale: $99/per user/per month for minimum 10 users.(billed annually)
Q. Who are the typical users of Front?
Front has the following typical customers:
11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Front support?
Front supports the following languages:
English
Q. Does Front support mobile devices?
Front supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Front integrate with?
Front integrates with the following applications:
Aircall, Asana, AskNicely, CallHippo, Caravel, Census, ChargeDesk, Chatdesk Teams, Chatra, Clearbit, ClickUp, CloudTalk, Delighted, Dialpad, Dialpad Meetings, Doorbell.io, Drift, Dropbox Business, Fivetran, Flow.ai, FormCrafts, Forumbee, FullContact, Gainsight CS, GitHub, Gmail, Google Drive, HelpCenter.io, HelpDocs, Herald, HipChat, HubSpot CRM, HubSpot Marketing Hub, Influx, Instabug, Instagram, Intercom, Jira, JustCall, Make, Meta for Business, Microsoft 365, Miuros, Nicereply, Olark, Outreach, PagerDuty, Parabola, Pipedrive, Retool, Salesforce Sales Cloud, Shipamax, Shopify, Slack, Smooch, Stitch, Stonly, Talkdesk, Toky, Trello, Twilio, Twitter, Upscope, Vyte, WhatsApp, Zapier, Zendesk Sell, Zoho CRM, Zoho CRM Plus, Zonka Feedback, Zoom Meetings, monday.com
Q. What level of support does Front offer?
Front offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Chat
Related categories
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