Last Updated: February 2024
Front is a powerful customer operations platform designed to empower your support, and sales teams in delivering exceptional service at scale.
By combining the efficiency of a help desk with the familiarity of email, Front streamlines customer communication, enabling your teams to handle inquiries and interactions more effectively. With automated workflows and real-time collaboration features, Front enhances productivity and coordination behind the scenes.
Thus, in today’s article, we will explore Front’s reviews, pricing, and features to provide you with a comprehensive understanding of this customer operations platform and how it can benefit your business.
Front Pros and Cons
Streamlined Communication: Due to the combination of the help desk with the familiarity of email, it is easy for you to manage customer inquiries in a centralized platform.
Limited Advanced Reporting: If you are looking for more advanced analytics and reporting features, you may find the options limited or lacking in depth.
Automated Workflows: Streamline your processes and reduce manual tasks with the help of automated workflows.
Lack of Advanced Automation: It lacks more advanced automation capabilities, such as complex rule-based workflows or extensive customization options.
Real-time Collaboration: Collaborate in realtime, share information, and work together on customer queries, resulting in enhanced teamwork.
Learning Curve: There may be a learning curve for new users to fully grasp and utilize all the capabilities of Front effectively.
Multichannel Integration: Supports various communication channels, such as email, social media, and messaging apps, enabling teams to consolidate customer interactions from multiple platforms.
Limited Customer Segmentation: It may be challenging if you require precise and granular targeting for specific customer segments or marketing campaigns.
Efficient Routing and Assignment: Provides tools for intelligent routing and assignment of customer messages, ensuring that queries are directed to the right team members.
Integration Dependencies: Certain integrations may require additional costs or dependencies on other platforms, which can add complexity and potentially increase overall expenses.
Review of Front’s Pricing and Features
Here is a summary of each plan offered by Front:
- Starter: Begins at $19 USD/seat/month and is suitable for smaller teams. It includes omni channel messaging, team collaboration, and 3rd-party integrations.
- Growth: Starts from $59 USD/seat/month. Get guided rule templates for automated workflows, omnichannel communications, collaborative inboxes, integrations, and comprehensive reporting and analytics.
- Scale: Starts at $99 USD/seat/month and offers flexibility for customized workflows and team management, along with enterprise-grade security.
- Premier: It starts from $229 USD/seat/month. If you seek extensive services and partnerships to meet your enterprise needs, this plan is for you.
You can also personalize your plans with add-ons to further customize your Front experience.
Please note that all prices mentioned are based on annual billing.
Features and Reviews
Front offers several unique features that set it apart as a customer operations platform. Take a look at the key features and see what users have to say about Front:
“I like that the platform provides an easy omnichannel experience, being able to have a lot of various channels being integrated onto one platform.”
⭐4.5/5, Verified User in Accounting
Front allows you to manage customer communications from various channels, including email, social media, messaging apps, and more, all within a single interface. This enables your teams to consolidate and streamline customer interactions, ensuring no message goes unnoticed.
“With its features like unified inboxes, automation, and collaboration tools, Front enables my team to work together seamlessly, respond to customer inquiries promptly, and improve overall productivity.”
⭐5/5, Oliver H
Get an easy-to-use collaborative inbox that allows your teams to work together efficiently. They can assign messages to specific team members, leave internal notes, and communicate efficiently within the platform. It helps you to enhance your workflows through seamless collaboration and faster response times.
“Front lets us set up rules that route conversations to the correct individual, merge conversations sent to multiple shared inboxes into a single chain, and cut out the background volume by quickly archiving automated messages without someone having to touch them. The automatons have probably saved us 1 – 2 payroll spots in the last year.”
⭐ 5/5, Verified User in Financial Services
Simplify repetitive tasks with the help of smart automation. You can create rule-based automation that helps route messages, assign tasks, and trigger specific actions, saving time and reducing manual effort.
Calendar and Meeting Scheduling
“I love how Front connects to my Google Calendar, Salesforce, Workday, and now Zoom!”
⭐ 5/5, Steve H
With Front’s integrated calendar and one-click meeting scheduling feature, your teams can seamlessly schedule meetings with customers directly from their inboxes. This eliminates the need for back-and-forth emails and enhances productivity and efficiency.
“They have integrations with all the top tools that a customer support and technology team uses, such as JIRA, Slack, etc.”
⭐ 4/5, Verified user
It offers integration with a wide range of third-party applications, including CRM systems, automation tools, and voice communication platforms. It allows you to leverage existing tools and systems, improving workflow and data synchronization.
Reporting and Analytics
“We love the reporting that gives us valuable insights into how busy each team member is, how fast our response time is to customers, and how busy our team is overall.”
⭐ 5/5, Daniel C.
The platform offers robust reporting and analytics capabilities, providing insights into team performance, customer satisfaction, response times, and more. You can track key metrics, identify trends, and make data-driven decisions to optimize your customer operations.
“It is a great app to use also because of its multipurpose features. Anyone can also use this app for your customized business needs and manage your work accordingly.”
⭐ 4/5, Darren Mihalic
Get the flexibility to customize workflows and rules. It allows you to create custom rules using a rule builder or dynamic variables, so you can tailor the platform to your specific needs.
“Front is the prototype software that helped me to improve my workflow. Now I am more attentive to my email because I can receive encrypted files, and its security is widely certified. It is easy to understand and has fast and reliable access.”
⭐ 4/5, Charlotte K.
If you have strict security requirements, Front offers enterprise-grade security features. These include single sign-on (SSO), custom roles and permissions, user provisioning, and compliance with industry standards to ensure data protection and privacy.
Onboarding and Solution Design
“Great experience. Sales Rep was educated, nice, responsive, and a pleasure to work with. Then the product was easy to use and solved what we needed.”
⭐ 5/5, Arielle B.
Get complete onboarding support and solution design services, helping you to get the platform up and running smoothly. Their experts assist you with implementation, provide best practices, and ensure the successful adoption of the platform.
Premier Support and Services
“Customer support of Front is exceptionally amazing.”
⭐ 5/5, Peter Suter
The platform also provides additional support and services for enterprise customers. This includes higher usage caps, Premier Onboarding, custom build hours for API advisory and integration development, and video conferencing support.
You can also check Zendesk vs Front: which one is best for your business
In conclusion, Front’s reviews, pricing, and features make it a compelling choice if you seek a comprehensive customer operations platform. The platform’s efficient help desk functionalities, combined with the familiarity of email help to streamline customer communication. It also automates crucial workflows, leading to improved productivity and collaboration.
However, it’s important to consider alternative options when evaluating customer operations platforms to find the right one that fits your unique needs. One such alternative you can consider is Saufter. It provides a user-friendly interface and a robust ticket management system.
It also allows your teams to efficiently handle customer inquiries with omnichannel integration. With customizable workflows and automation capabilities, Saufter enables you to streamline your processes and improve response times.
So, what are you waiting for?
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