Their Pitch
Deflection is cheap. Churn isn’t.
Our Take
It's a shared inbox that pulls emails, texts, social messages, and chat into one place so support teams can actually collaborate instead of stepping on each other's toes.
Deep Dive & Reality Check
Used For
- +**Your Gmail shared inbox is a disaster with duplicate replies and missed messages** → Everyone sees who's handling what, can jump in to help, and customers get one consistent response
- +**New support agents take weeks to learn your tone and find old answers** → AI suggests responses based on how your team handled similar issues before, 8x faster training
- +**You're switching between email, Twitter, WhatsApp, and chat all day** → Everything lands in one inbox with the same tools and automations
- +Internal comments on threads - collaborate behind the scenes without the customer seeing your "this person is insane" notes
Best For
- >Support tickets are falling through cracks because three people replied to the same angry customer
- >Your team is drowning in emails from 5 different channels and nobody knows who's handling what
- >New support hires take forever to get up to speed because context is scattered everywhere
Not For
- -Solo businesses or tiny teams under 20 people — you're paying per-seat for collaboration features you don't need
- -Companies handling under 50 tickets per day — the overhead isn't worth it for low-volume support
- -Anyone wanting simple email forwarding — this assumes you need real team collaboration and workflow automation
Pairs With
- *Slack (where your team gets pinged about urgent Front messages and discusses difficult customers privately)
- *HubSpot or Salesforce (to sync customer context so you know if they're a $100K client before you reply)
- *Zapier (to automatically create tickets in Front from form submissions and other sources)
- *Help Scout or Zendesk (what you're probably migrating away from because it was too rigid or too expensive)
- *WhatsApp Business (one of the channels Front pulls in, especially for e-commerce support)
The Catch
- !Starts at $19/user but you'll need the $49 tier for the good stuff (AI, social media, unlimited automations)
- !Setup is "easy" but connecting all your channels and configuring rules properly takes a full day, not 15 minutes
- !The AI suggestions only work well after you've fed it months of your actual conversations — it's not magic on day one
Bottom Line
Turns customer support chaos into actual teamwork, but you'll pay enterprise prices even with 10 people.