Front gives our Support team strong visibility and ownership across customer conversations. It makes it easy to see what is waiting, who owns each conversation, and where follow-up or escalation is needed.

What I appreciate most is that it supports both day-to-day execution and leadership visibility. Agents can collaborate internally without losing customer context, while managers can review conversations, spot coaching opportunities, and identify queue health risks before they become bigger issues.

Front has also helped us turn customer feedback into something meaningful for the team. From January through May, we received 1,637 CSAT reviews through Front, which contributed to our Stars for Good program, where each CSAT review equals a $5 donation to a team-selected charity. That represents $8,185 in donations connected to customer feedback captured through Front. Review collected by and hosted on G2.com.

Front is a very powerful tool, but that also means it can take time to set up the right workflows, views, tags, and reporting habits. Without clear team conventions, inboxes and tags can quickly become noisy and harder to manage. In my experience, it works best when the team has strong operating practices around ownership, consistent tagging, and reliable follow-up. Review collected by and hosted on G2.com.

I like how Front is very fast and helpful, especially with automations. We can assign automations, create folders, auto tag, create colorful tags, and use channels. The ability to comment internally, tag individuals, re-assign, and snooze is something I like most about Front as it helps in clearing inboxes. It allows us to communicate specific questions to admin and managers without ruining the email thread, and we can share more context easily. The initial setup was pretty straightforward, as our admin created our emails and assigned access and double authentication. We reach our ROI less than 6 months due to cheap price. It is integrated well with Grammarly, Shopify and chatgpt. Review collected by and hosted on G2.com.

Sometimes the UI changes without prior notice, and the assigned inbox is a little bit confusing at the moment. Review collected by and hosted on G2.com.

Hi is slick but it’s ruined by the terrible customer service and lack of empathy towards small businesses. Review collected by and hosted on G2.com.

Customer service is the the worst I've ever experienced. Not just from a user level, but also from an executive and manager level They do not care about you or your company and will do nothing to help you. Run, don't walk, away from this company. Review collected by and hosted on G2.com.

What I like best about Front is how easy it is to collaborate using shared inboxes. The UI is clean and intuitive, making it simple to manage a high volume of emails without losing visibility into conversations. The platform performs reliably, even when handling large volumes of emails, and we rarely experience slowdowns or interruptions.

The automation features save us a significant amount of time by streamlining repetitive tasks, and the integrations with the other tools we use fit well into our workflow. Their support team is one of the best I've worked with—responsive, knowledgeable, and quick to resolve issues. The onboarding process was straightforward, and whenever we've had questions, we've received timely and helpful guidance. Front's AI features are also a nice addition, helping with drafting and managing conversations more efficiently. Overall, the platform has delivered a strong return on investment by improving team collaboration, productivity, and response times. Review collected by and hosted on G2.com.

Technical glitches, although they don't come up often. Pricing is a bit expensive. Review collected by and hosted on G2.com.

The amount of customization options make Front the best software my company has added in my 10+ years. Even something as simple as the "Snooze" feature has made organization and time management easier than ever. The tags allow for easy movement of emails to where they need to be. Review collected by and hosted on G2.com.

In my usage, I do not think there are any true issues with Front. I think the only issues I have seen are caused by user error on our end. Review collected by and hosted on G2.com.

Front is great for quick communication between team members and easily answering all written inquiries across the org from one central platform. They allow for integrations with Dialpad that allow our employees to answer text messages through it as well as a live chat integration so they can speak with visitors as they come to our website. Set up is easy and support is great. It performs well, is easy to use and learn, and is affordable for our organization. Review collected by and hosted on G2.com.

The biggest issue I've found with Front has been personal inboxes. General inboxes are great but personal don't always function as would be expected (ie issues with accessing individual inboxes and sharing all info with teammates). This seems to have improved some, but it is still frustrating looking for an email across your organization and needing to go into individual inboxes to locate it depending on where it has ended up. Review collected by and hosted on G2.com.

I use Front to respond efficiently to customer emails and tickets while managing my team of customer service agents. It’s easy to navigate, and the quick, simple filters make a real difference when prioritizing tickets by urgency. With just a glance, I can see my team’s activity and manage their inboxes, which helps me allocate work more effectively.

I especially appreciate how Front removes the confusion that often comes with shared inboxes. Features like routing and assigning emails have a noticeable impact on day-to-day work. Conversations can be automatically directed to the right team or person based on rules, which saves time and helps ensure nothing gets missed. Assigning emails also creates clear ownership, so everyone knows exactly who is responsible for responding, reducing duplicate replies and unnecessary delays.

Rules and macros further streamline repetitive tasks, such as tagging emails or sending standard responses, which makes handling a high volume of emails much more efficient. Overall, Front smooths out the workflow and improves coordination across the team. Review collected by and hosted on G2.com.

While Front is a very powerful tool overall, there are a few areas where I think it could be improved. One thing I’ve noticed is the AI feature: it’s very helpful, especially for drafting and summarizing emails, but there used to be an option to adjust the tone of responses (for example, making them more formal, casual, or empathetic). I found that control really useful. I’m not entirely sure whether it’s been removed or changed, but having that option clearly available again would definitely enhance the experience.

Another area is automation. Sometimes the automation rules and workflows can be a bit complex to set up at first, and I’ve also run into cases where the AI chatbot says it’s applying rules but doesn’t actually do so. Review collected by and hosted on G2.com.

Easy to read, the snooze function helps to prioritize my work load so I can work on the most urgent emails and get back to my customers in a timely manner , I like that I can see my team mate's work load and offer to assist them to help out Review collected by and hosted on G2.com.

When an email chain groups together when it is from the same customer even if it is about a different subject , this can be confusing and feel sometimes I can miss something Review collected by and hosted on G2.com.

What I like best about Front is that it centralizes all of our customer communication in one place, making it much easier for our team to collaborate and stay organized. Shared inboxes, internal comments, and assignments make it clear who owns each conversation and prevent duplicate responses. The integrations with other tools we use allow us to access important customer information without constantly switching between applications, which has made our workflow much more efficient. Overall, Front has improved response times, increased team visibility, and made managing customer conversations much more seamless. Review collected by and hosted on G2.com.

One area where Front could improve is search performance, especially when trying to find older conversations or messages with common keywords. The interface is generally intuitive, but some settings and automation rules can take time to learn and configure, particularly for new users. I’d also like to see more flexibility in reporting and analytics without requiring workarounds. While the AI features are promising, they could provide more customization and context-aware suggestions to better fit different team workflows. Review collected by and hosted on G2.com.

The best part about Front is that it acts as a lightning-fast, single source of truth for our team's communication. The UI/UX is incredibly clean and intuitive, making it easy to navigate without any steep learning curve. From a performance standpoint, it never lags, even when searching through massive client message histories. It seamlessly integrates with our everyday tools (like our CRM), which completely streamlines our collaborative workflow. Recently, their AI and intelligence features have been a game-changer for summarizing long threads and drafting quick replies. Finally, the support and onboarding team made setup a breeze. When you factor in the hours saved each week, the pricing is more than justified—the ROI was almost immediate. Review collected by and hosted on G2.com.

Because Front fundamentally changes how you handle email compared to traditional clients like Gmail or Outlook, there is a bit of a learning curve for new team members. Also, because it centralizes so much communication in one place, notifications can become overwhelming if you don't take the time to set up strict rules and boundaries early on Review collected by and hosted on G2.com.