Front is a customer communication platform developed by FrontApp, Inc. that centralizes shared inboxes, emails, and messaging channels for teams, enabling collaborative customer communication. Its core function is to transform shared inboxes (like support@ or sales@) into collaborative workspaces where teams can manage, assign, and respond to customer interactions together. The primary workflow involves connecting various communication channels (email, social media, chat), then teams triage, comment on, and assign messages to ensure every customer inquiry is handled efficiently and collaboratively. It works as a web application, desktop app (Windows, Mac), and mobile app (iOS, Android). Its most used feature is the ability to assign emails to specific team members and write internal comments on threads, eliminating email forwarding. All communication data is securely stored and synced in the cloud, providing a unified history for customer interactions.
Why It’s Useful
Front eliminates the chaos and inefficiency of managing shared email inboxes, preventing duplicate replies and lost messages, especially for customer-facing teams. For a customer support team, it allows them to collaboratively resolve customer issues faster by seeing who's working on what and sharing context directly within the email thread. For a sales team, it streamlines lead follow-ups and ensures consistent communication by centralizing all prospect interactions. Front offers a free trial, with paid plans starting at $49/user/month (billed annually) that provide comprehensive features for teams, making it a serious investment for efficiency. Unlike traditional email clients, Front is built for team collaboration on shared inboxes, offering features like assignments, internal comments, and shared drafts that are critical for team productivity. A power feature is its robust rules engine, allowing teams to automate workflows like message assignment, tagging, and SLA management based on content or sender. While initial setup for multiple channels takes time, a user can get started managing shared email effectively in under 15 minutes.
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