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Front Logo Award Winner Product Badge
Front

Front

Composite Score
8.1 /10
CX Score
8.5 /10
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Category
Front
8.1 /10

What is Front?

Front is a hub for all things customer communication. Front combines the simplicity of email with the intelligence of a CRM, so you can provide tailor-made service at scale. Front is a hub for customer communication that allows companies to offer tailor-made service at scale. Front looks and feels like your email inbox with a few very important differences: teammates collaborate in the same place where external messages are sent and received, and behind the scenes, robust workflows and integrations power the efficiency and insights typically found in a CRM.

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Awards & Recognition

Front won the following awards in the Customer Service - Midmarket category

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Front Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Front.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

90 Likeliness to Recommend

100 Plan to Renew

86 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+98 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Front?

0% Negative
2% Neutral
98% Positive

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Enables Productivity

Feature Ratings

Average 85

Intelligent Search

89

Customer Service Knowledge Management

88

Contact Center Integration

87

Customer Community Management

85

Customer Self Service Capabilities

85

Analytics and Reporting

85

Customer Service Workflow Management

85

Multi Channel Support

82

Mobile Customer Care

78

Vendor Capability Ratings

Average 86

Ease of Implementation

93

Ease of Data Integration

92

Business Value Created

91

Quality of Features

91

Usability and Intuitiveness

87

Availability and Quality of Training

86

Breadth of Features

83

Product Strategy and Rate of Improvement

83

Ease of IT Administration

82

Ease of Customization

81

Vendor Support

78

Front Reviews

Nathalie G.

  • Role: Information Technology
  • Industry: Transportation
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Oct 2023

Best email handler in the world. Perfect for teams

Likeliness to Recommend

10 /10

What differentiates Front from other similar products?

Almost every month they are delivering new features. It is really easy to use, even create rules, inboxes and tags are so friendly that almost everyone can do it.

What is your favorite aspect of this product?

Their speed it's really good even superior to others emails handlers

What do you dislike most about this product?

The price may be a little bit high when we have a lot of licenses.

What recommendations would you give to someone considering this product?

If you can afford it it's a really good option. Especially for shared emails.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Maria J.

  • Role: Operations
  • Industry: Entertainment
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2023

The front is a very useful tool.

Likeliness to Recommend

9 /10

What differentiates Front from other similar products?

My user experience tells me that Front is unquestionably a very helpful instrument. I can process claims and emails using this software, and I can tag my colleagues so they can see my professional accomplishments. It saves so much time that I appreciate that it handles message templates. It is the ideal fusion of Gmail and Messenger!

What is your favorite aspect of this product?

The front does precisely what it promises to do for you; it enables my team to maintain a personable approach with our clients rather than subjecting them to a faceless ticketing platform experience, as would have been the case had we chosen a platform like Zendesk, for instance. The front is simple and intuitive to use, which increases the efficiency of allocating emails within the team and gives everyone a good feeling of visibility. The analytics function in Front is also a major plus because it allows us to dig deeper into the workload we handle each month and makes it easier for us to spot trends with specific clients or areas.

What do you dislike most about this product?

It’s challenging because up until now, Front has provided us with nothing but excellent service. I wouldn’t call this a dislike, but it would be wonderful if analytics could be improved in the future to better reflect what I want to monitor. So it would be fantastic if the analytics tools had more flexibility.

What recommendations would you give to someone considering this product?

If you are part of a team and require access to an inbox, this is a fantastic platform to use. Particularly helpful is the function that enables users to send emails to themselves. I also like how you can tag emails, use the function, and know when the recipient has received your email.

Pros

  • Performance Enhancing
  • Enables Productivity
  • Trustworthy
  • Efficient Service

Cons

  • Vendor Friendly Policies

Liz P.

  • Role: Human Resources
  • Industry: Transportation
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Apr 2024

Streamlines internal communication!

Likeliness to Recommend

10 /10

What differentiates Front from other similar products?

The ability to tag teammates onto threads without forwarding or giving external visibility to internal dialogue is so cool and so critical when we need to loop in other employees for a task.

What is your favorite aspect of this product?

The tag feature is truly the best thing, as opposed to outlook where it is simply a matter of @ and forwarding. That creates a lot of work to add someone to an exisitng conversation.

What do you dislike most about this product?

The calendar function within the mobile app.

What recommendations would you give to someone considering this product?

Especially post covid, when so much of the workforce is not in a setting together- Front delivers. To loop someone in on an email thread and have them see everything, be caught up, and ready to join the conversation quickly is key. Having multiple mailboxes set up to avoid congestion to teams that don't need certain threads-- and having the ability to set up a text phone number within the Front interface for our transportation partners. That always ensures a quick response.

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Unique Features

Cons

  • Less Efficient Service

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