Front

Great product with a few annoying things

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

Pluspunten:

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

Minpunten:

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

Help your company see what's in "Front" of you

Opmerkingen: Fantastic! I didn't use it before coming to Zonos, and we haven't used any other email platform to communicate with our clients since.

Pluspunten:

Front makes it easy to organize, prioritize, and manage emails. Front makes internal collaboration seamless and efficient.

Minpunten:

Nothing really. I just don't like how they took away the Star feature

Poor customer support. Phone support non existent.

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

Pluspunten:

internal comment and sharing between teams

Minpunten:

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!!!!

My experience with Front

Opmerkingen: My overall experience with Front has been satisfactory, it has fulfilled all my expectations and has been crucial when it comes to keeping in contact with my coworkers.

Pluspunten:

I like how Front has helped me improve my workflow, allowing me to effectively communicate with my team members is a vital aspect of my day-to-day.

Minpunten:

I have not encountered any issues when using Front, it is usually bug-free, and the customer service they provide is top-notch.

Great for email management

Pluspunten:

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.

Minpunten:

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.

The best email software out there!

Pluspunten:

I just can't imagine working without Front. I love the features of tagging, sharing, and assigning conversations. Also, it is extremely user-friendly and handy. Their analytics is also great!

Minpunten:

I really do not have anything against Front!

Great email software

Opmerkingen: My overall experience has been positive. The software is very good and fulfills basically all our company's expectations.

Pluspunten:

I like it a lot how we can keep our inbox organized. We also have the feature of tagging and asking for team members to check the email or send it to new inboxes within the same company. We can also snooze the email. We like the platform a lot!

Minpunten:

One thing that is bad in Front is that when you move a conversation to a different inbox, everyone who is not assigned to the 2nd inbox loses access to the conversation.

Front Review

Pluspunten:

My company did a trial of Front because we were in the market for a ticketing/email tool. I found it to be very user friendly and intuitive. It had a lot of good features and felt very similar to use as Outlook, but with much better reporting features.

Minpunten:

There wasn't anything I disliked. Ultimately, the company didn't move forward with it. But I really liked it and was pushing to use it for my team.

My experience with Front

Opmerkingen: My overall experience with Front has been more than I expected, the live comments, tagging features, and mail management has really grown in me.

Pluspunten:

I like the most about Front the live chat feature it provides as comments in any email thread we have, it really allows our team members to have a adequate communication.

Minpunten:

I did not find points I do not like about Front.

Email management made easy!

Opmerkingen: Overall experience was very useful and impactful!

Pluspunten:

Easy to use, email management in one place for many different accounts is just WOW!

Minpunten:

No cons to be honest! My short time using it was just great!

Shared Email Tracking without the need for tickets

Opmerkingen: We had extremely too much email for an Outlook mailbox to handle, no SMS integration nor chat functionality. We solved all of that with Front. Now all of our communications are in one place for ease of use and management.

Pluspunten:

Front allows multiple teams within my company to manage massive amounts of email in shared mailboxes, meet or exceed customer SLAs and seamlessly integrate our communications with our management systems. We also like that we get all of the same functionality of email ticket tracking, but without the need for communicating the standard ticket responses and ids to our customers. It allows for a more personal engagement with our clients.

Minpunten:

Our teams took sometime to get used to the new interface as it was difficult to pry Outlook out of their hands. However, once they got the hang of Front they loved the integration and tracking abilities that Outlook does not have.

Front Helps Us Prioritize

Opmerkingen: We use Front daily and find that the flags/auto sorting and sharing ability is a great asset for our group. You can assign an email to someone, or share it with your thoughts. Spam is filtered out and any that get through the cracks are corrected with a touch of the button. The mobile app is streamlined as well.

Pluspunten:

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.

Minpunten:

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.

Game-Changer

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

Pluspunten:

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.

Minpunten:

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 product, occasionally painful sales team.

Opmerkingen: Generally, it's great. There are some services we don't use, but equally we don't pay for them. We used to regularly get upsell attempts which grated a bit, but thankfully these have slowed.

Pluspunten:

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.

Minpunten:

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

#1 customer communication unified hub for managing all types of conversations

Opmerkingen: The overall experience was excellent, and it definitely provided value to my problems.

Pluspunten:

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.

Minpunten:

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.

Front ~ Showing You What Email Can Really Do

Opmerkingen: Overall my experience with Front has been very great. In terms of many vendors we deal with our company, Front is at the top. They are their because they are truly relationship minded and that is hard to find in companies. Especially companies in the field of technology. Our company is truly thankful for Front and value their company and employees. You truly get a great experience from their product to their people, and that says a lot about a company.

Pluspunten:

I believe the product is very easy to use. Especially for someone that is on a computer daily for work, this product is very streamline and functional in terms of being user friendly. The admin needs to have some tech savy to them to operate and set up, but truly that was not anything difficult. For a company that time is truly our job we need to be on par with everything that is going on. With Front that dream is possible as we can all be on one email communicating with their Comment function and never have to email out. This prevents any miss communication or double communication. Efficiency is taken to an all time high. With other email platforms you can't have all your company on one email, other than outlook I believe, but it still fails to compare to the functions and ease of Front. Especially that no one misses out on an email if someone does archive it. Sense Front saves a personal file for you! Truly they mind and soul for this product was truly to help productivity, efficiency and the customer experience which birth Front.

Minpunten:

It is hard to really give it a straight con, as it is a growing software and just in the yearish we have used them I have seen it grown so fast. It would be wrong to brand it cons but more so improvements that are on its way. I didn't realize this truly at the start till Front personally reaches out and gets to know you and you to them. A improvement I see growing is the support line. Depending on the nature of your business you need this more so than others in a more timely manner. Our company being time based we need things fixed fast to provide our job. Front does the best to their availability to do this, but its still a growing improvement. I know I am not going to get someone in five minutes, but for sure within the hour and once then I will be able to get immediate help till the solution is at hand. Another improvement is their reports. Due to the nature of our business this has helped us out a lot but with all the variables we have it is hard to get a true accurate report. It has base functions that will help any company, but for diving into even finer details its not there...yet. Least to say I would die on a hill to say there are truly no cons, but truly just improvements I see coming and know they are continuing to work on. You can't hop in a car without knowing how to drive and expect to drive. Takes time to master anything, but you see how you can't live without once you learn a little about it.

Front, a must need in your business!

Opmerkingen: I strongly recommend using Front. Not only is the program / email-client very good, but the employees at Front are also equally capable. Through the e-mails they send and the experience I've had with their customer service, I noticed they really care about their program and what the consumer thinks of it. If you have any questions, they will answer it properly. If you have any suggestions, they will sincerely think about it. Front has impacted my work, by making my work easily manageable. I can clearly see incoming e-mails being divided into different inboxes. Everyone can have different rights, so not everyone can see how cases are handled. Furthermore I can easily search my sent e-mails, even by using formula's such as ‘from:’ or ‘to:’, which makes searching older conversations or e-mails for bigger cases very easy. This can be very though in other e-mail clients. I can conclude that my overall experience with Front is very good!

Pluspunten:

I like how everything is organized and therefore is easy to see. I can clearly see the divided inboxes on the left, making it easy to see how much work still needs to be done. Also, the e-mail conversations itself are shown like they are in e.g. iMessage or Whatsapp. This feels really familiar and makes it easy to read really long conversations. Moreover, there are many settings, which can make the difference for various different users. For example, I use the 'Paste as text' setting, so everything I paste is stripped of its formatting. I know some of my colleagues dislike this, but I love it. Furthermore, shortcuts are easy to learn and this makes it possible to work even faster. Overall, I think Front feels very intuitive, it is easy to learn, and makes e-mailing a lot easier.

Minpunten:

At the moment, there is but 1 thing I dislike. When you’ve just sent a new e-mail, it takes a while to show up in the ‘sent’ folder. We used to be able to see that immediately. Because of the way we work, we copy and paste the text of the sent e-mail in our other systems. This delay, especially when one sends many e-mails, is particularly annoying. This is the only minor thing I think can be improved.

Front is the best customer service management & email integration tool I have ever used!

Opmerkingen: I love Front! It breaks my heart that Convoy is terminating our contact soon. We have started to development our own (very basic) email platform but it is a long way away from the standard my team is now accustomed to, based on our positive experience using Front the last two years.

Pluspunten:

I love Front's ability to display who on an email chain has read our last response (revolutionary!) & the ease at which my team can comment back and forth and converse with each other, all while hidden from our customers in the email thread. Email tagging, inbox splitting, & the infinite number of archiving and email redirection rules we can put in place keeps my team organized (& myself sane!)-- as a company that receives tens of thousands of emails a day, Front allows my operations team to truly battle the "Front lines" of customer communication.

Minpunten:

The biggest issue we deal with is Front's occasional latency. In an industry where fast is better than perfect, the last thing my team needs is Front to be lagging or down. We have a huge backlog of archived emails (Front also acts as customer documentation platform for us) so searching information can be super tedious if the platform doesn't load or crashes. My team works to urgently solve problems and every second counts, so we cannot risk even a minute of latency.

Front Review

Opmerkingen: 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.

Pluspunten:

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

Minpunten:

- 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

Best app if you work as a team

Opmerkingen: It's very good app

Pluspunten:

I simply love this app, even though I don't like it at first, now I love it. You can assign the email to relevant team members. So no ball drops between two players.

Minpunten:

It's a little confusing to start but soon you will love it.

The absolute worst customer support I have ever experienced

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

Pluspunten:

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

Minpunten:

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.

Front is a game changer for executive assistants

Opmerkingen: I was new to Front when I joined my latest company this year and going forward, I would ask any executive I work with to use this app to help me free up their time.

Pluspunten:

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.

Minpunten:

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.

Front has allowed our company to save about a 5 to 1 ROI in time savings

Opmerkingen: Major time savings and better organization is the key benefit we get as well as being able to build our own custom plugins.

Pluspunten:

Front allows teams to work in a more organized flow with incoming emails. One of the ways we have been able to utilize Front has been to group all emails for specific teams into Team inboxes and then team members can take emails out of the queue and work to bring the box to zero. This has saved us a lot of time from trying to organize emails in outlook. The main selling feature for us however was the ability to create a custom plugin in the panel on the right as well as pull data from the current conversation from the Front API that is well built. This allows us to customize our flow. Front also has several default integrations some more useful than others. They seem to be growing at a large pace so you can expect to see major enhancements with the product in the future.

Minpunten:

The price can be a little high per user and the Enterprise version doesn't seem to offer the kinds of benefits you would want to see for such a large price jump. There also seem to be some features on enterprise that feel like they should be one tier down like user roles and authorization.

Front App - Reading, Writing and Assigning emails in a team oriented way.

Opmerkingen: I am extremely satisfied of this app. It's super easy to use and perfect when working in team. It's basically impossible to miss any email with this software and super nice the way it looks like when using it on a daily basis. Plus it takes all the rules and marks of your main inbox provider (gmail, outlook etc.). Highly recommended even for all its features and possibility to integrate it with the main useful app: Aircall, Google Cal etc.

Pluspunten:

What I definitely like the most is the way you can assign emails to your team mates - especially when reviewing the same inbox. Generally with other provider is always difficult to organize your workflow and dividing email by forwarding them all. In this way, by using a super simple and well designed app, you can simple go through the object of the email, even read it if needed and then directly assign it to your colleagues. Moreover, you can even assign the email to more than one people - keeping everyone posted about important issue. Last but not least, you can use this app even to comment and share plus information about email or work to do with that email/costumer directly using the chat below the main inbox (this is something that can be shown just between team mates - avoiding the possibly of sending personal information to the direct costumer while forwarding the email to your colleagues).

Minpunten:

I think that the app version could be improved, especially in the way it shows notifications. Each time I open it - I can see the amount of my entire inbox and it always seems you still have work to do even if you are up to date with all your daily emails.

Front is the best tool we ever added to our team!

Pluspunten:

Front is an amazingly powerful tool backed by a team of professionals who provide us with the ability to manage our email as a team. We work together to help our customers succeed and share an email account — with Front we're able to assign out emails, have thread-specific chats by mentioning team members and use the Sequences feature to send personalized messages to our customers. Using Front has increased our communication internally and has dramatically improved our efficiency when addressing customer requests. Sequences allow us to stay personal and deliver proactive outreach without sacrificing time.

Minpunten:

Front is a growing company which means they roll out updates from time-to-time — anytime there are bugs they are quick to address the concerns. The CSM team and technical support have been super helpful anytime we've run into issues.