Front

Avantages

I love that everything is in one place! If I need to see e-mails from multiple client inboxes, it's all in my team inboxes. I can also add as many personal inboxes as I want and all the emails show up in one inbox in Front with color tags to differentiate the actual e-mail addresses they came from. If I need to communicate with my team regarding tasks in Front, the comment tool makes it easy. I can use the Asana integration to create workflow tasks without ever leaving the Front app.

Inconvénients

The biggest downside of Front is the pricing. It's a bit expensive for only being one piece of our operational tech stack but we think it's worth it.

Avantages

I like that you can connect it to your email. I also like how it separates new messages from old messages. Another great thing is that you can message anonymously.

Inconvénients

There seems to be a glitch in the app where it automatically archived new messages once you have replied.

Avantages

It allows us to track and manage emails in a team inbox (support team) and stay organized

Inconvénients

Although the lower tier pricing is reasonable, in order to get analytics or have several team members on the account, the price jumps astronomically. To the point where that's out of reach for most small businesses. But the reporting would be fantastic to have access to. The biggest con to Front is the limits they set on the "affordable" plan.

Avantages

How it brings all the channels in to one place. No more jumping between Gmail tabs, Whatsapp Web tabs, SMS on a phone (!), Facebook messenger tab. It all comes into one place. Being able to link to conversations is very useful too, as is the option to share and comment on emails - no more CCing between team members.

Inconvénients

Nothing I don't like, but more integrations (in particular monday.com) would be great.

Alternatives envisagées 

Pourquoi passer à Front

Avantages

ability to communicate within the email strimg

Inconvénients

terribel support and onboarding proces. the handoff from sales to cusotmer supprot has bene horrible. I just received an online tutorial from the support person who is suppose to be helping on board us. I am paying them for consulting services to do this, which was clearly outlined and agreed to. My sales person sent me the same video in our trial period and I didnt have time to watch it or deal with this set up, that is why I hired their professional team. this has been a terrible onbaording process, terrible. zero support, everything is by email and comitments made were not follwoed through

Avantages

They have a desktop app (+ mobile & web), they support multiple channels (emails, SMS, phone calls, tweets, Facebook messages, in app messages etc.), you can easily collaborate on drafts and see responses from different team members, email templates and reminders are very handy! If you want to manage your email all in one place you can add your individual inbox as well. And their customer support is top-notch!

Inconvénients

They don’t offer a live chat feature yet - we use Olark for that.

Avantages

Front App is so user friendly. It just looks nice and so I don't mind spending 6 - 8 hours a day using the software. That's just a bonus on top of how easy it is to communicate in-house with the software. We are a small team, who suddenly started working remotely during the Covid-19 pandemic. It has been so easy to adapt our usual in office communication to communication within front. We can pull other members in with a quick @ mention, share drafts, work in inboxes together, and organize our various folders/inboxes.

Inconvénients

The shared-with-me option can sometimes be overwhelming because suddenly EVERYTHING is shared. However, this could also be a setting thing & a personal preference.

Avantages

I can write comments and tag colleagues under specific mails

Inconvénients

In a conversation, when I click on a mail I will see the preview of the first mail I haven't read in that conversation. This may mislead if I am in a hurry

Avantages

This platform is very light, it really allows you to get by your day without feeling you had to follow a too convoluted workflow since Front is designed to be very intuitive and easy to use, this allows for you to clear a high volume queue relatively fast.

Inconvénients

It can come a little clunky since its meant to be simplistic, this can be an issue if what you are looking for is an advanced level of customer experience, and it could also affect the way you track your data since this platform is not too well versed on that department.

Avantages

You are able to share emails with your team and collectively edit, you ca mention people to view any email without needing to send them the actual mail, add tags, filter email according to each member or group, and much more.

Inconvénients

The analytics feature could be more detailed, if you need more specific information.

Avantages

The ease of being able to have conversations around emails without long email strings is really great. If you are utilizing any kind of shared inbox, Front is absolutely genius. I had a team of 8 customer success managers at my last company running a queue style email inbox, but not wanting it to feel like a ticketing system.

Inconvénients

The actual inbox is not as clean to manage as Gmail, which is what I still use primarily for my direct emails. They have greatly improved their archive structure, but it still isn't quite where I would like it to be. I also tried to bring my ticketing system into Front and now get 2-3 emails per ticket rather than 1.

Avantages

Easy to use
Always updating
Always adding new integrations
Great user interface
Mobile app
Affordable

Inconvénients

I can no longer use any other email clients

Avantages

It's well organized and has a ton of features. They're constantly building new stuff and adding to the platform

Inconvénients

It's honestly pretty buggy. Like lots of little random bugs. It feels like a lot of the functionality was thrown together quickly, but it works for the most part

Avantages

Easy set-up, great usability and finally a good way to work on emails together.

Inconvénients

Nothing about the Front email software. The Front chat software could use some optimization I guess. For example: I don't think the messages in the Front app are clear wether it's an email or chat. While chat is more urgent than responding to an email, it would be better if these two are more separated from each other.

Avantages

The ability to consolidate all of our communications channels in one platform is key. The modern UI and feature set are both great and this software is extremely helpful in executing our day to day communications through all of our customer-facing channels.

Inconvénients

Integration was simple and we don't really have any cons to list.

Avantages

Its main focus is to be a collaborative platform between the users of an organization, where you can easily share, assign, tag, and answer support emails without the need to forwarding the email to the right person.

And this is really great for customer/technical support, where multiple people and chime in with their suggestions and comments.

Inconvénients

I've been using this app for the past month or so and my feelings are mixed.

In one hand, you have this great cross collaboration tool, but the UI isn't polished enough, as it tries to be "the only app you'll ever need", but at times it feels bit too much and messy.

Avantages

I like that it pulls so many accounts into one area and lets myself and coworkers manage and send emails as a team from one box but also allows us to work individually. It really comes in handy to be able to assign emails to people and not have to forward and some how mark them to help stay organized.

Inconvénients

The forwarding feature somehow got way too complicated. I am not sure why or how the simple method of forwarding an email got split into so many different categories of "in this conversation" "in a new conversation" etc etc. I just want to be able to send the email to others without having issues.

Avantages

Our entire team can communicate and find customer orders in one easy place thanks to front. We can add comments to orders and all be in the loop with a moments glance!

Inconvénients

We miss the previous version which had a gray screen versus the white, harder on our eyes in a bright office.

Avantages

Whether you are in Sales or Customer Service, Front will make it easy for you.
What I appreciate most is the feeling that I am never alone when faced with a problem.
The tagging function between colleagues is very convenient.

Overall, the interface is also very pleasant and easy to use.

Inconvénients

It would be of great proportion that they update the program to acquire more integrations with other software tools, with similar functionalities, to formulate a specific system according to which the operations within the system are more rigid and flexible at the same time, so that thus the user has comforts of use by the service, including that the implementations with other platforms are not feasible when addressing compatibility.

Avantages

I love that you can hook up email, text, and most other types of messaging together and answer everything from one place

Inconvénients

I don't like the fact that it costs a good amount, but then again I am price sensitive so there you have it.

Avantages

The integration with Zapier will make your life a lot easier. I used it to automate text messages that were personalized.

Inconvénients

It does just sit on top of gmail. I'm not sure if it's helpful for the everyday user gmail user. It helps connect your team and people on other teams though!

Avantages

It is an elegantly designed application that offers a great user interface and experience.

Inconvénients

The desktop version of the app sometimes crashes.

Avantages

It's easy to use, you can integrate various email addresses into one main account. You can assign emails to team members and converse with team members in the same interface as the customer email. It's very easy to manage. Our customer support is very fast and effective because of this!

Inconvénients

At first it took getting used to. There could be a better how-to guide!

Avantages

I like the clean UI and the way we can work with multiple people and teams on emails.

Inconvénients

The integrated chat could be done much better.

Avantages

Intuitive to use and onboard team members. Great for tagging, assigning, tracking inbound messages and collaborating with team members. Also nice to have shared inboxes vs personal in the same system. Front continues to roll out new features as well.

Inconvénients

Some features seem half-baked and not useful, such as Sequences, which is far from powerful enough to replace an email marketing system

Avantages

Simplicity, flexibility (lots of different workflows are possible), interface is fast, native apps (desktop & iOS), lots of integrations, multi-channel, IMAP support. Customer service is very reactive.

Inconvénients

No knowledge base. No native android app yet.

Avantages

I love the team inboxes. Makes it really easy to move messages around without having to forward/reply. It's also great that you can comment on an email for other team members to see. We also often use the ability to reply to an email as someone else on the team.

Inconvénients

Didn't find it was a great fit for our customer support team yet. Seemed like it was going to take too many integrations to match what we're already using.

Avantages

My company is a call center, and we use Front to help organize and track our leads. Often our customer service department will take web chats, which are then viewed by sales through front. We really enjoy the ability to sort multiple inboxes, add tags as well as comments. We also have many users, so each representative can track the leads they have submitted, tagged or commented on.

Inconvénients

We came to a point where our growth was too large for Front alone. We designed our own web application to work in tandem with front, because the reporting was not the easiest to use.

Avantages

How email is streamlined and can ,ove around the business much easier. When you also add in extra media streams such as WhatsApp, Facebook, Twitter and SMS, it introduces enhanced ways to work with your customers and suppliers.

Inconvénients

different appearance skins would be useful, with customised layouts.

Avantages

Honestly everything, this app makes our emailing system so organized and easy. Everyone is assigned emails for which location they manage. In my opinion, it's the best app out for email organization for multiple users. Easy to use and we never have had problems with it.

Inconvénients

I can't think of any cons for this app, it does everything we need it to do. Employees that we give access learn it so quickly.

Avantages

The Meeting Bird feature, that was built in after they bought that company. I was interested in using the scheduling links.

Inconvénients

It was too much. I really did not listen to the sales rep, he warn me, literally said: if you ar going to use it only for the scheduling links features it will be an overkill. It was. Front is too much if you are just using it as an email provider.
I didn't even managed to get my partner on board so he could use the tool. As it has a two users policy.

Alternatives envisagées 

Pourquoi passer à Front

Avantages

Used as a shared inbox for our customer success org and it solves so many problems. Shared inbox, Salesforce integration, and assigning tasks are some highlights

Inconvénients

Can be difficult to implement, time consuming to create but saves time in the long run

Avantages

It was easy to use and the UI had live updates. It was a big improvement over just using Outlook for customer support.

Inconvénients

They redesigned the interface which made it harder to read. I had to install a browser addon to look at the app all day without it hurting my eyes.
The reporting and analytics where a bit limited for our needs.

Avantages

1) Prompt Customer Response
2) Easy to use & setup
3) Team collaborations & chat
4) Calendar integration

Inconvénients

1) Limited features & zero integration for starter plans
2) Too expensive for starter plans
3) No CRM integration for starter plan
4) No API access token for starter plan

Avantages

Front allows our small team to share an inbox of customer support emails, in addition to the calls we receive, and organize them to best see the types of emails that we are receiving. Additionally, the tags allow us to track what types of emails and calls we receive to determine our weaknesses.

Inconvénients

I would like to see the calls and emails integrated into the same threads within the customer history page in a timeline. Additionally, I wish Front integrated with other software in a more productive manner.

Avantages

The collaborative nature of sharing emails amongst a team without having to forward back and forth constantly is amazing. In my role, there can be many tasks involved with understanding the inquiry, performing the necessary research, performing the task necessary, and responding in a timely manner. With the features built into Front, we can manage resources effectively, be more efficient with time, and get more work done.

Inconvénients

Being an early-stage company, stability can always be improved. But I will say that anytime there is "downtime" -- the notice is clear. I would want a bit more customization in the views, but that is merely aesthetic.

Avantages

Access to all external conversations our team makes without being in cc/bcc is a great benefit that Front app brings.

Inconvénients

Integration with Zoho CRM could be better. The current integration does not support custom fields and therefore not very useful.

Avantages

New features coming out constantly, great customer support, lots of different channels, easy to use as a team, the canned answers option is extremely helpful...

Inconvénients

All the ones I can think of have been fixed these last months.

Avantages

Love the team inboxes and ability to tag others instead of forwarding messages in your team.

Inconvénients

Don’t like that there is not the ability to create folders to organize emails. Also, sent messages disappear in team inboxes so we can’t track sent messages.

Avantages

Front has been incredibly easy to use and the functionality to quickly assign people emails that are specifically directed to them or fall under their responsibility is a big time saver. This tool allows for great organization and enables you to archive mails that demand future follow up or additional attention.

Inconvénients

I don't find the interface to be quite as friendly as gmail or outlook for that matter. With that said, the features and functionality are easier to locate and quickly use.

Avantages

Great for business owners who like to have everything in one place! With the Front app, you can send and receive emails, SMS, chat in just one place! How cool is that?!

You can also integrate other apps like Hubspot and create a mini CRM within Front where you could view all your customers' profiles. This eliminates the need to purchase another software for that purpose.

Inconvénients

It's probably because it gets clogged with a heavy amount of data that it lags frequently. Although in my experience, it has never shut down for more than 5 minutes, this is still an area of improvement.

Avantages

Allows a large team to all use one email address. Easy to use. Customer service is great.

Inconvénients

Every time we mention a "con" Front fixes it, so none left at the moment!

Avantages

I love how Front connects to my Google Calendar, Salesforce, Workday, and now Zoom!

Inconvénients

There are product releases almost weekly. I feel the team at Front takes customer feedback seriously and iterates/enhances their platform on a regular basis.

Avantages

Team Inboxes, rules, snooze feature, etc. are all great features that not many other programs have. But like with everything, the added features are great but they are missing some very important "email management" features that just kill your time.

Inconvénients

If your used to using Gmail, FastMail, ReplyManager, etc. well get ready to "wait" your life away on FrontApp if you attach a lot of files to emails. Other email programs they allow you to "send" email while it uploads the images in the background, not on FrontApp you will wait, wait, wait on images to upload allowing you to click send on emails (terrible flaw IMO). Also, make sure you have a mouse with a scroll up/down wheel as "page up" or "page down" is totally useless in FrontApp within browser or windows app, etc.

Avantages

In this modern era, we are paid for numerous prospects to modify the world, and even fewer while these prospects are with a collection of diligent, compassionate, and modest persons. I can effortlessly say Front App is one of these prospects. In my time here, I have been continuously challenged by the working team's grit and inquisitiveness; asking hard questions to explain hard problems. Furthermore, I am continually enthused by how everybody celebrates their achievements or be trained from their stumbles with an air of elegance, forever determined for the continuous enhancement as an individual, for their team, and for the corporation.

Inconvénients

Individuals here are super fervent concerning what they achieve, but occasionally that can direct to irregular work/life stability. It is also quite costly.

Avantages

First, front streamlines all of our team communication in one place. It allows for teams to have visibility on incoming messages/inquiries, assign them to the appropriate staff member, and even have internal conversations/notes that are not visible to the customer. You can also set reminders, alerts (i.e. snoozing a conversation for a few days), and set time-saving canned/saved responses. It's incredibly user-friendly.

Inconvénients

First, It's very expensive.

Avantages

I have two companies and email addresses associated with a few professional orgs that I am a member of. This is a great way to keep everything in one place and still be able to answer emails from the address they were sent to and with the appropriate signature block on each.

Inconvénients

I wish I could automatically BCC myself on everything because when I send stuff using Front it doesn't save to my GMail sent folders.

Avantages

I love how easy it is to arrange your inboxes in an orderly way and how easy it is to respond and archive emails. It makes it look very organized - I like that you can have all company inboxes and anyone can work on an email. I like that I can mention a colleague on an email I want her/him to respond to.

Inconvénients

I would like the option to see what my colleague is writing on a ticket that's inside a shared inbox. I think that would be a useful tool to add.

Avantages

Front's really easy to use! Really helps us with everyday work.

Inconvénients

Updating without permission. Outages. The front always has an outage.

Avantages

1) It's the simplest tool I have ever used.
2) Delivers a great customer experience
3) Your team members automatically get's the updates on the communication.
4)Team inbox has enabled us to be more collaborative and responsive to the customer queries.

Inconvénients

I don't find any major issue except the pricing. I would highly recommend this product to everyone.