Opiniones de Front

Best email software ever

Comentarios: We have a shared inbox and we had trouble to avoid double answers and we had to forward the emails to each other or CC them on our replies so they could get informed of a conversation

Puntos a favor:

Sharing emails without having to forward them, being able to have internal conversations within an email, plenty of integrations

Puntos en contra:

When I need to speak to all the team, I have to create a discussion and add them all, one by one. I'd rather have the possibility to @team within an email or a discussion to make sure they are all included. I also whish we could find a slack inbox where we could find all the channels we have and avoid having to switch between the two softwares.

Front is the best Shared Inbox for collaborative customer support

Comentarios: Front truly is a dynamic tool for teams looking to improve their internal workflows for external-facing communications. There is some fantastic automation that is built into the platform that has helped streamline and build in consistency for external client-facing communication.

Puntos a favor:

My favorite functionality would be the collaborative chat tools amongst team members for email threads. Its an amazing tool.

Puntos en contra:

The thing I struggled the most to adapt to was the Tags functionality. It is not something we use daily but had a slight learning curve for me and my team.

Great for email management

Puntos a favor:

I love that Front gives you a single dashboard for all your emails. And also creates a collaboration space for you and your colleagues.We dealt with a lot of customers. And sometimes, I just didn’t know how to respond to emails. Tagging my colleagues in the emails and asking them to check my drafts was a game changer.Really great for communication and collaboration.

Puntos en contra:

There’s quite a bit of a learning curve with Front. In the end, I was able to organize my inbox the way I like it, but it took a bit.

One of the worst email applications I've ever used

Puntos a favor:

The overall look of Front is simple, which is nice. The snooze function on emails. The support staff were friendly and quick to answer.

Puntos en contra:

My company switched my team over to Front after a couple people who shared an inbox had issues with managing it. I didn't have a shared inbox, but struggled with the lack of functionality for just personal inboxes. There are so many missed functionalities to Front it made my job incredibly inefficient. I found myself spending more time doing my job which consists of heavy emailing because of Front problems. 1. No calendar. Cannot make appointments, set up meetings, etc. 2. Unable to edit messages in a previous thread. Say someone sends you a list of questions. You cannot just answer next to their list in the previous email and say "see below." 3. Archiving messages... when we first switched to Front, the management team used it for a few weeks to test it. When the team was instructed to switch within the next couple weeks, and BOOM thousands of emails that Front could not autoarchive. I had about 10 emails in Outlook during the switch. The front inbox had accumulated thousands over the course of the management test period. Front could only auto archive shared inboxes, not personal. I had to spend 20 minutes selecting 3000 emails to auto archive since it didn't sync correctly with Outlook. 4. Saving emails... you can't. You only have the option to send a link of the email which only works for those that also used front. 5. You cannot edit pasted tables in front, as far as formatting goes. No deletion of columns or making rows smaller. 6. No red flags or categorizing. Often I'd keep emails in Outlook and red flag them to remind myself to check on it before I leave. No flagging in Outlook. This is replaced by snoozing in Front to make it reappear later, but I do miss the flag option. 7. You archive something in someone else's inbox that they share with you... it archives in their inbox, too. 8. No options to make folders. You want to move emails to a folder to refer to later? You cannot. I could go on and on and ended up emailing a list of 18 problems after using Front for the first 3 months to management who sent to Front support. The responses were basically they hope to rollout that feature one day. Which obviously doesn't help now.

Great product with a few annoying things

Comentarios: Overall great product, really happy with the exception of the email nesting

Puntos a favor:

Easy to use - actually integrates well and completely replaces all other email managers. Unlike Zendesk or similar products; emails you send from Front are actually sent from your email address, not a weird routing domain like yourcompany.zendesk.com

Puntos en contra:

When multiple emails come in on the same day with the same title (e.g., two customers respond to the same automated email they got), Front will nest them together as if they are one thread. This causes problems with the customer support team because sometimes they forget / don't know they need to scroll up to respond individually to each nested email. Pretty annoying and error prone

Poor customer support. Phone support non existent.

Comentarios: Frustrating and time-wasting. It breaks my workflow when I need to waste time finding emails.

Puntos a favor:

internal comment and sharing between teams

Puntos en contra:

Emails simply disappear from the inbox, from the archive box, from the sent box, the search function is useless, can't find the emails.Can not organize and archive emails in folders. everything is a huge pile of emails. if the search function does not work and gives you a result, you have to waste huge amounts of time scrolling through the huge pile of emails in the archived box. No undo function!!!!

Great aggregator tool for Customer Success

Comentarios: I lead a customer success team that uses Front daily.

Puntos a favor:

I love the ability to interact with all our support tools - phone, email, chat from intercom, while interacting with our full team (support team of 5). We stay connected on each user, and can easily run reports and track year over year metrics. We especially like the ability to chat back and forth before we respond to tricky situations, and the ability to Snooze.

Puntos en contra:

I would love for more integrations - specifically survey functionality, or the ability to have automation once you close out an email/chat. We have this on intercom but it lives within the intercom platform now.

Great Software!

Comentarios: Using front has helped us massively to provide even better customer service. Being able to locate and assign emails to team members speeds up the process, and gives us a professional look.

Puntos a favor:

The whole package front offer is fantastic. It's easy to use and set up. The rules allow us to assign certain emails to team members, send auto replies and move emails to other inboxes. The templates are great, this saves us time in writing the same type of emails.

Puntos en contra:

The app lacks the Calendar feature, so if we're out and about, we're unable to check the calendar.

We wouldn't be the same without Front

Comentarios: Front is the backbone of communications, from talking with customers, taking care of signups and inquiries and handling customer support, Front lets us do all of that remotely.

Puntos a favor:

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.

Puntos en contra:

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

Perfect tool for Team Collaboration of Emails

Puntos a favor:

The ability for our teams to collab on group inboxes. We previously used Gmail and it was a pain for multiple users to access one account and work together.

Puntos en contra:

We haven't found many features Front doesn't have. There's one situation where supervisors are unable to fully access team members inboxes due to privacy settings on Fronts side, but it's an understandable short-coming.

The best email software I've used

Comentarios: It's revolutionised the way we run things.
For a company that interacted with 90% of it's customers on Etsy, it was always a bit of a chore when someone wanted to email. Now with front, I would say we're 80% emails and we encourage even our Etsy customers to email us directly.

Puntos a favor:

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.

Puntos en contra:

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.

Front: your home base for email communication with customers

Comentarios: Using Front, I am able to reach many customers on a daily basis. Front helps me solve their problems by allowing me to communicate quickly and effectively. I can't praise this software enough.

Puntos a favor:

I use Front daily to communicate with customers. Overall, Front is a powerful and accessible email client with a very pleasing UI. What I like in particular is the template functionality. Templates for emails can be stored, changed at any time, and are lighting-quick to access. I also like Front's internal messaging system for writing notes to colleagues (using the @ system). This means I can leave notes for colleagues, for customer cases that require more time or team input. Front's search functionality is also unparalleled. If my organisation has ever had any contact with a customer, I can find it using the barest of search strings. To give an example: Front will pull up alternative email adresses that customers have, by cross-referncing known information such as customer name. Lastly, the UI uses colors that aid readability, but are also visually very pleasing. All in all this software is critical to my daily work, and is the most pleasant and easy-to-use email client I've ever used.

Puntos en contra:

I personally find very few faults or things that could be improved, that would have a direct effect on the work I do. Having said that, I find the conversation tracking function ever so slightly redundant. This is because I keep track of conversations myself, by having multiple Front tabs open. On the alternate tabs, I use search strings to keep all prior conversation with a customer open. I am aware however that this is my personal style of working, so it doesn't say much about the tracking function itself.

Front Review

Comentarios: Overall, Front allows my team and I the ability to respond promptly to each mover around the country without having to switch screens.

Puntos a favor:

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.

Puntos en contra:

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.

1-Year Review

Comentarios: Using Front has truly allowed me to take charge of my inbox! It has helped us communicate better between workers, as well as work more efficiently as a team to get the work done. Everything is open and available between each of us, so we can help each other and maximize the talents of one another in responding to the needs of our clients.

Puntos a favor:

After a full year of using Front, the thing I find the most useful is the ease and efficiency of sorting and prioritizing my daily email. The ability to snooze, assign to another individual, or add quick notes about the email, along with the ability for others to see who is working on a reply, has made our efforts so much more efficient! Everything runs seamlessly and it has become second nature, very quickly.

Puntos en contra:

There are still a few "glitches" when it comes to opening certain attachments, but I think that is always the issue with any email program. The only other issue is with the mobile app - it takes a few extra steps to modify email recipients, but it isn't that often that this has to happen.

Great App for Team Management of Tickets and Emails from Various Sources

Comentarios: We're thrilled with our experience. Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful. The application itself functions as expected for our inbound sales team to manage hundreds of inquiries with Canned Responses, auto responses, Snooze + Follow up, tagging, and collaboration. Highly recommend the tool. We use Zendesk for our Customer Experience team (support). It is a very robust tool and we haven't evaluated fully what it would look like to move to Front App from Zendesk. The needs get very technical for huge customer support operations, so Front would probably be sufficient, but I haven't fully vetted that.

Puntos a favor:

I love the customer support. The tool behaves as expected and has the requirements we need to manage a global set of 6 inbound sales teams, managing tickets that come from all of our property listing sites. It has integration with Salesforce that allows our reps to interact seamlessly (for 90%+ of instances). We're very happy with the rule automation and workflow management. Our company heavily relies on Front and is happy to do so!

Puntos en contra:

The analytics are pretty good, but could use some more flexibility. There are a couple niche, specific limitations that we have that we have to build workarounds for. Honestly can't think of a major pain for our use case. It is a sales use case, not customer support. Very rare down time, and any issue is displayed for all to see and addressed quickly.

The absolute worst customer support I have ever experienced

Comentarios: The only reason we haven't left already is that we've invested too much time building a system in Front.

Puntos a favor:

Pretty accessible to learn up front, but they are not communicative at all about the updates they release.

Puntos en contra:

Front pays very little attention to user experience, as evidenced by the fact that they did not give users the option to opt of their Front 2.0 release. Our company's workflow was based heavily on the layout of Front's original version, and they gave zero warning about the enormous changes that were coming with 2.0. Additionally, their customer support team is an absolute joke. They consistently refuse to look into reported issues with even minor effort, and will often straight up tell members of my team that they are wrong about reported bugs rather than offer assistance. When one of my team members gave a front representative a poor review with detailed feedback in response to how he handled a bug report, the front rep actually gave my colleague a 1 star review in reply. Not a great way to run a company at all, especially considering that we are paying customers.

Just what we needed

Comentarios: Amazing. It has been so helpful for us to manage our client inboxes and emails. It has literally moved us out of gmail hell into email heaven.

Puntos a favor:

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.

Puntos en contra:

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.

Game-Changer

Comentarios: This product caused me to uninstall outlook from my computer. Efficient, easy to use product with great tools that are huge timesavers.

Puntos a favor:

Delegation of emails in the inbox. Snoozing orders to reopen when they need to be dispatched. Merging multiple emails when silly people reply to an email by using a new thread or merging order confirmation emails with customer queries.

Puntos en contra:

Inability to track statistics with Power Bi - there is a limit on the API. You pay by plan not by usage. The calendar doesn't have a scheduling assistant like Outlook does.

Great for our case tracking needs

Comentarios: Front makes it easy to use email as a primary mode of communication with customers. It’s very easy to sort and reassign cases, have internal discussions on cases, and quickly respond to and close some cases using canned responses.

Puntos a favor:

Cases are created directly from new emails that come in. For customers, it’s as easy as sending emails back and forth with us, but as agents using Front, we get so much more functionality. Things like canned responses, automatic case sorting and assigning, internal threaded discussions on individual cases, and integrations with third-party tools make Front almost the perfect choice for what we were looking for.

Puntos en contra:

As a user and not an admin, I am not exposed to the full extent of Front’s capabilities, but I am completely satisfied with what I do use. The only issue I’ve had thus far is when I use a canned response it contains three different fonts and just looks odd. This is only evident in the iPad app, but from Desktop they look fine. This was an issue in the way the canned response was created, and while even as a user I do have the ability to fix it, my first attempt failed. This may just be a training issue and I haven’t reached out to Front with help on it yet, but I know if and when I do I will receive excellent service based on others’ interactions with Front’s customer service.

This is a good basic platform for your customer care portion of business

Comentarios: Our experience as an internal-use product has been very good, we've been able to to keep track of any inquiry on a timely manner due to how easy it is to use this platform, I would just take some points off due to the fact that it is not the best tool to keep track of KPIs.

Puntos a favor:

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.

Puntos en contra:

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.

KEEP AWAY!

Comentarios: Worst customer experience I have ever seen! They promised one price, but after about a year they suddenly doubled the price without even telling us. Suddenly 15 000 USD was withdrawn from our account. Borderline steeling if you ask me.

Puntos a favor:

The way they priced the product before doubling the price.

Puntos en contra:

Doubling the price without telling us. Stole 15 000 USD from our account and cannot explain how they calculated that amount.

Front Review

Comentarios: Overall I've had a nice experience with Front. Previously I used Zedesk to manage incoming emails with my team and the functionalities are very similar. Perhaps Front design is more appealing and seems more like a gmail/outlook email inbox.

Puntos a favor:

- Assigning emails to coworkers- Dividing work between colleagues- Delegating tasks- Organising work in a cross-functional team

Puntos en contra:

- As an admin user, tracking the performance of the team is not practical and we still need to do it outside the platform. It would be good to apply more filters and functionalities for the tracking part. For instance, I'm trying to understand the SLA of the team when replying to messages, but the data is inaccurate because it also calculates when there's a reply again to the message

Good for years now a slap in the face

Comentarios: Things were going nicely for years. A few awkward changes, some downtime but we got through it and were happy. Now we've got this email with "Today, your Front account is on a custom plan. According to our records, your discounted pricing is set to expire on March 13, 2021, 00:00 UTC. At that time, you will be transitioned to our standard plan prices, and your monthly bill will change from $482 to $677." That is not a nice pricing change. Ever heard of grandfathering? You don't hit your loyal customers with some line about their pricing being a "custom" "discount" and hit the with a 40% hike. This greedy play makes me worry about the future of Front.

Puntos a favor:

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

Puntos en contra:

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

Front App made my customer support job a breeze 99% of the time.

Puntos a favor:

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.

Puntos en contra:

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.

Front offers unsurpassed visibility between customers and your support staff.

Comentarios: This software is the only command center for support that you need to fully engage with customers.

Puntos a favor:

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.

Puntos en contra:

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.