Front

Avantages

Front is so easy to use. Email management, allocation, and organisation are perfectly set up to make the user's life easy. The snooze feature helps cleaning the inbox from non urgent emails and organize the day or week accordingly. Shared inbox is very useful to assign specific conversations or issues to the correct person to action. Templates and tags are also great to save time.

Inconvénients

Honestly I have no Cons about Front. I've used it for the past 3 years and couldn't be happier with this software.

Avantages

I like the snoozing feature, as well as the API abilities since my company has built out a robust sidebar

Inconvénients

Very buggy. For a while you had to scroll on the page in order to even send an email. It also doesn't have a 24 hour snooze option which is ridiculous and leads to all our emails being reopened at the exact same time. There should be an ability to create custom snooze times. The analytics are also not great

Avantages

My favorite feature is that I can share emails with people in my organization without having to forward them and create a messy chain.

Inconvénients

Nothing comes to mind, Front has been great.

Avantages

it's very convenient to have ALL of your company's communication in ONE place. Nothing slips through the cracks - from emails/facebook messages/tweets and text messages you name it it's all there. It's very intuitive to talk with the team and get back to customers/prospects with an answer.

A win win and great investment for company that works digitally.

Inconvénients

It takes a while to onboard the whole team and get them to understand all the features.
Also it's quite pricey per user per month.

Alternatives envisagées 

Zendesk Suite

Avantages

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.

Inconvénients

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 envisagées 

Zendesk Suite

Pourquoi passer à 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.

Avantages

The internal commenting system was instrumental to make sure everyone on the team knew where we were with a specific ticket. The ability to build custom modules for the program allowed our dev team to hook up our customer database to Front to easily search any relevant piece of info we needed without having to leave the program.

Inconvénients

They recently updated the UI to be more modern and user friendly, but unfortunately hid or removed a lot of the features that were in the forefront with the old design. You can still access most of them, but they now require a few extra clicks, which can interrupt work flow.

Avantages

Great help in setting up, Easy to maintain, transparent in billing, Great customer service, Love being able to comment internally on emails, sharing them, collaborating on drafts, and having internal discussions on emails.

Inconvénients

It is rather expensive for our use, but still worth the money for us. When we share a link, if the email hasn't been shared with a specific individual, the link won't work for them until they have express permission.

Avantages

I work remotely, as does the rest of the team I belong to, and using Front to coordinate client emails is essential to presenting a united front in terms of responses and feedback. The ability to tag, comment and reassign is especially helpful in providing clients with a consistent and uniform voice when answering.

Inconvénients

If I had something that I like least about Front, it is the problems that can arise from someone re-opening an already archived email. It can cause the email to show up in the inbox of the individual who archived it and nothing can be done with it, and it is a pain to make it re-archive.

Avantages

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.

Inconvénients

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.

Avantages

The key feature that differentiates Front is that it has collaborative shared inboxes that enable us to create shared drafts, comment/communicate on threads, and manage email communications super effectively. Previously, we attempted to use Gmail to accomplish this, but Front does a great job of managing the workflow of sharing one email and collaborating effectively.

Inconvénients

I wish there were more productivity / super-user oriented features that were more robust. There are some quirks about the workflows that make it slower for us to use. This is not a deal-breaker, but I wish it could be better.

Avantages

Front allows my support team to fully engage with customers and each other across platforms all within Front. We're able to see the Tweet that customer sent and if they sent multiple emails about an issue. It allows us to give their time the highest value and the highest productivity for ourselves.

Inconvénients

Their pricing structure is limiting with cost per user and price hikes for additional features that would benefit the platform and experience for every user. Their support staff can also be slower to respond than would be expected for a support platform.

Avantages

The way it enables me to improve customer experience with automated workflows

Inconvénients

The difficulties it may cause initially until you get used to the software

Avantages

Front has a bunch of great features, like the ability to collaborate with team members from different departments on a single email chain. It's easy to add collaborators and give visibility to those who need it.

Inconvénients

Front is not build for support teams. It will not work as a ticket management system. While you can have different team and individual inboxes, if one support agent "takes" a ticket, all other team members lose visibility and cannot follow up if needed.
Understanding the metrics tracking is extremely difficult and not user friendly. It was not easy to create a dashboard for the metrics that you use most.

Avantages

As an assistant, I help my executive write a lot of mails on a daily basis. Front App enables me to create drafts super easily. My executive can give me context by writing a comment under a mail or can simply assign an email to me and I will know what to do.
We also use Front App for her to assign me tasks. We have set up a rule where emails are sent to my withdouble.com dashboard, creating tasks in my to-do list.

Inconvénients

It was not intuitive for me to set up the afore-mentioned rules but support was helpful and efficient.
Also, I would like to send emails on behalf of my executive but even though I have access to her inbox, I can only prepare drafts for her and send from my own email address.

Avantages

The interface and how is easy to teammates collaborate and organize conversations with customers.

Inconvénients

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"

Alternatives envisagées 

Freshdesk, Bird, Intercom et Zendesk Suite

Pourquoi choisir Front 

We didn't like Zendesk layout and support

Logiciel antérieur 

Zendesk Suite

Pourquoi passer à Front

Layout, features, support, sales proccess, pricing.

Avantages

Front is a great option for teams that work closely with/share the same clients. That's our primary reason for purchasing Front, the ability to tag teammates on emails and have dialogue about situations, how to respond to a particular email, etc.

I also love the UI, to me it's much more clean and open in comparison to gmail, what we used before Front.

Inconvénients

From day 1 I've wanted to see development of folders for organizational purposes when archiving emails (not a fan of pinning, but I understand others may love it). I've also hoped for most robust developments with sequencing, it's stay pretty much the same since I started using the feature a few years ago.

Avantages

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.

Inconvénients

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.

Avantages

Ability to make notes and share with teammates directly on an email without engaging the sender. Auto Sorting/Tagging emails keeps organization on track. Setup and notifications are simple and customer service is responsive and helpful.

Inconvénients

The initial launch can be intimidating without a little in-depth training. The feature-rich views and options take a little getting used to when coming from a standard email system.

Avantages

The best about Front is we can easily share the files like pdf, docs, jpegs with the teammates. Flock is very light to use with simple features. Flock consume less data and cache low memory to operate.

Inconvénients

Flock will not support gif sharing, video sharing. The mobile application format contains bugs.

Avantages

It's simplifies complex processes, breaks down your work into digestible chunks. It's intuitive, straightforward and has lots of time saving tricks and tips.

Inconvénients

There's a couple of features that would be really handy, that I've requested a couple of times .
For example, dragging and dropping a jpeg into an email, adds it as an inline image. I would like a preference to select to have all files - regardless of format, to be added as an attachment.
I'm also unable to change my Download Location in my preferences, it simply doesn't work when I try to change this. Granted, I haven't reported this yet and I'm sure they'd be very helpful in solving this.

Avantages

This software makes it easy to collaborate on emails, gives staff accountability, has fair audit features, and if you pay enough money, the ability to create additional roles is also pretty nice.

Inconvénients

No built-in spam filtering. Have to use your own email provider for that. Extras like additional roles and the ability to separate teams is too expensive. The software can't be customized aside from creating rules, which don't always cover what you needed done.

Avantages

Really helps drive effective organizational email management through a few different tools that eliminate duplicate conversations and make it simple to pull prior email conversations via the cloud

Inconvénients

It will take some time if you are used to all of the MS Office features that come with Outlook. If you are used to gmail, it shouldn't be much of a problem to transition

Avantages

Manage the mass of emails
Rules
Canned Responses
Automation
Responsibilities
Tagging

Inconvénients

Workflow Management System
Analytics
Better Contact List - to work with Organizations and not only persons

Avantages

Front has really cool features that drastically help my work flow. With the snooze feature, I can keep my inbox clean while never missing a follow up with a customer. The comment feature allows me to chat with a teammate about a customer email that affects us both, and shared drafts are perfect for collaborating on responses. I can also create meetings links for customers to schedule a meeting with me right there in Front!

Inconvénients

Sometimes I do miss dragging an email into a folder and having it pop back into my inbox when the customer responds. Front has tagging, but I have found that I still miss using folders.

Avantages

Helps us work as a team:- Senior staff liaise with clients, getting junior staff to assist on tasks.- Covering inboxes of people on holiday/study/sick.

Inconvénients

Had to have an argument over billing ~6 months ago, felt they tried to rip us off then implied I was a liar.

Avantages

The shared inbox is a great feature for our client service team. We provide 24 hour support, and being able to assign open emails to available team members ensures that our clients can receive acknowledgement and support when needed. I also enjoy the various integrations with other systems that are available (contacts, calendars, proprietary workflow management systems, etc.). The Front support team is also accessible and responsive to issues and requests.

Inconvénients

The notification settings seem spotty - I either receive none or a notification for everything, whether or not the email is assigned to me. Additionally, there are quite a few service delays or interruptions. Occasionally the inbox counts can be off from the actual numbers of emails therein.

Avantages

Front has been great for me to tune in to customer success email inboxes and my own personal inbox. It's awesome to have all emails filtered into one inbox, and I appreciate being able to tag a coworker on an email. The email templates are awesome and I like that I can attach files to a template.

Inconvénients

I honestly do not have many complaints. The mobile app is a bit glitchy when searching for keywords in emails, but that is all.

Avantages

I like the most that I can easily connect different communication channels like email, SMS, WhatsApp, etc. I was easily able to share knowledge and collaborate with my team in real-time, especially when the issue was for a critical issue raised by a high-paying customer. I was able to get a complete birds-eye view for all the information relevant with the customers like what was the message, details of ticket, which person from my team addressed it. It brings transparency in the entire team, and addresses the needs of my business.

Inconvénients

I did not like their chat bot for Front relevant issues was not accurate, and it took me a lot of steps just to connect with a real human for clarifying my doubts.

Avantages

The interface is very attractive in comparison with other software. I really like the option that allows you to assign emails on-the-go and the way it organizes your mail. Also, that you can add your own automated responses which makes easier your workflow when sending important emails to clients.

Inconvénients

I think the monster faces that the software had initially were a unique characteristic that nobody else had. You should switch back to that version or add the option.
Usually, the app takes some time to load and it can be very frustrating. Seeing things load quickly, or at the very least improves the user experience.

Avantages

-Basic function of replying tickets to customer, internal notes (or comments), and plugin of backend software is there and performing quite well.
-Tags for everything that you need and color-coded.

Inconvénients

Plugin is a little bit confusing. Sometimes it's hard to differentiate which one is order and subscriptions due to the top down feature and no different color line.

Avantages

Easy and fast for use daily. Everything is smooth and seamless yet efficient. I can assign with my team in the same inbox too. Power to prioritize massages with conversation. I can multiple things with this. Everything is well organised and easy to use. Easy to learn and easy to use.

Inconvénients

I like this. 1 thin calendar is not good but can be handled. SOmetimes team takes time to use the new interface. But with that so so many good features in this too. Like multiple things can be done with. Very helpful and easy to use.

Avantages

Easy to manage various inboxes
The UI is nice
Ties channels togeter nicely

Inconvénients

Nasty price hike
You need to adapt to their way of doing things
Some downtime

Avantages

Front helps us respond so much faster as we collaborate on high impact messages and it lets us know what each other's doing. The support team is also really fast and reliable.

Inconvénients

Runs on Electron, so can be a bit slow. Some missing features but the team is iterating really quickly.

Avantages

There have been many improvements made in the past few months; the user interface is much more streamlined, and it has fewer bugs - I rarely experience crashes with this app.

Inconvénients

I wish it could have been better integrated with other applications such as Outlook; it would be great to have integration with other tools and software.

Avantages

I love that we can all be in the know without having to forward emails, possibly missing crucial details. Being able to share the conversation with those who need the information is essential.

Inconvénients

I haven't found a con yet, except because it is easy to see across many platforms, I find myself checking it in off hours. I still snooze it for later but can then deal with emergencies as they arise.

Avantages

Easy to use software.
They used to great.

Inconvénients

They changed the UI without the option to use the old one.
Removed a lot of features.
Horrid Customer Support.
Doesn't respond to critical feedback.
Removed features and suggested that we adopt their methods of handling support (who does that?)

Avantages

Sharing messages without having to forward them, being able to have internal conversations within a message, the mobile version, canned responses, ... the best multi-user inbox app I used so far.

Inconvénients

The interface is not so easy to learn and the contact feature is not customizable enough

Avantages

Front if used correctly can be a powerful service. We use it for our company. Everyone has access to Front with their personal account (after they get invited) and they can manage themselves which inboxes to receive emails from. The main features that I see are the following:

- User friendly interface
- Customization
- Excellent support

All in all I would recommend it for anyone searching for such a service. We are very pleased so far.

Inconvénients

Front hasn't got many things going the wrong way. If I should say something that would be that at first glance it might be a bit too much and intimidating to have all those inboxes and emails coming in but after you find your way around Front you realize that it was just wedding jitters! Everything turns out fine in the end :)

Avantages

Front allows me to be in my executive's inbox with so many more sorting features than just sharing an email login. The ability to keep my CEO at inbox zero, while sorting emails into various categories, prioritized for attention, has brought the time he wastes on inbox management to zero. He can immediately start replying/responding/assigning. The ability to comment internally within the email helps us assign and decision make without an extra slack ping. The spam rule creator has pared that cumbersome task down completely. Assigning emails helps us get work done without an extra conversation. All these time savers have added up to a significant lift in daily flow and efficiency.

Inconvénients

Front was a bit of a learning curve the first couple of weeks -- figuring out where emails went when using certain features. If ease of ux / walk through was addressed, it would be the only improvement I could ask for.

Avantages

Great intuitive interface, convenience, high level of possible customisations and API integrations. Great possibilities in team sharing and communications

Inconvénients

Some necessary features may be expensive, for us this was integration with HubSpot and CloudTalk, but overall reasonably prices.

Avantages

I really like the ability to set timers for emails to reappear in my inbox, and having the ability to assign and @mention team members are also helpful features that use daily.

Inconvénients

I still miss having actual folders. I feel like it gets confusing using tags and having my emails sometimes auto-archive. I actually missed including some invoices on my month-end statements last month, because those emails archived and I didn't see them in my open tab in under that tag. I also recently discovered that we can't use our mail merge app with Front. In our industry having the ability to use a mass-mailout software or app is very important.

Avantages

We have loved how easy it is to collaborate with our team on emails. It is simple to assign emails, add tags, leave notes, and transfer between teams.

Inconvénients

If you unassign yourself from an email you will still get notifications unless you specifically "mute & archive" the email.

Avantages

Easy to use and teach. Communication within teams is enhanced as well as any collaboration between them. Front's support is the best out there. They are friendly, quick to respond, and most importantly, honest---you must love them for that.

Inconvénients

No. I loved everything. Was simple to implement, learn, teach and use. My inbox has never been so organized!

Avantages

I think my favorite thing about Front is the ability to collaborate with teammates on emails + share drafts. I also use the canned response feature A LOT, as well as the Snooze ability. It helps me keep my inbox clean, while still allowing me to follow up at a time of my choosing!

Inconvénients

I still use the Gmail calendar interface. I think improvements have been made to Front's calendar though, so I need to check it out again.

Avantages

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

Inconvénients

No issues so far.

Avantages

There is no question that Front has allowed us to internally increase our efficiency when it comes to handling tasks both internal & external. It's incredibly important that we maintain our image of being a responsive provider to work with, because our clients need to see the value factor present when comparing us to competitors. The ease of getting users setup & ready to assign/receive tasks makes it about as painless of an implementation as any software on the market.

Inconvénients

Nothing substantial enough to include here--it's been a wonderful experience so far for us.

Avantages

My team uses Front to save face. We can send and see emails from our team address in one place easily. When one team member is out sick, we can easily find that thread and pick up without missing a beat. I also love that we can share threads without showing the recipient all of our personal email addresses by using the chat function and the tagging function. This helps us keep all the incoming emails going into the preferred email channel since we don't have to share our personal address to prospects or clients.

Inconvénients

I do not have a con that I can think of.

Alternatives envisagées 

Calendly

Pourquoi passer à Front

We chose Front over Calendly because it solved our initial problem of scheduling, as well as another problem we didn't know we had — consistent communication.

Avantages

I love that Front feels like a traditional email software, but it has built in features that make my job so much easier- I can add multiple tags to emails, add notes to colleagues, and can keep emails organized by teams.

Inconvénients

There is not an easy way to set up out-of-office messages for teams. There are some work-arounds in the settings but if my whole team is out for a holiday, I wish there was an easier way to create a quick setting.

Avantages

Front helps us organize emails on a level we never knew was possible. It assists with workflow and avoids emails getting lost or not addressed.

Inconvénients

There is a learning curve, and there are some features it does not have that we think would definitely help it be more robust.

Avantages

Tagging tagging tagging- The ability to tag others in emails has been a total game-changer for us! Not having to forward emails between coworkers and being able to generally eliminate long drawn-out email chains is a huge time-saver and makes the entire email experience so much more enjoyable and efficient.

Inconvénients

The search functionality is definitely something that could be improved upon.