Front Features
What are the features of Front?
Design
- Personalization
Productivity Tools
- Notes
- Internal Discussion
- Assignments and Tasks
- Workflows
- Templates
- Integrations
- Tagging System
Analytics
- Email Tracking
Inbox Tools
- Unified Inbox
- Filters
- Reminders
- Notifications
Coordination Tools
- Calendar
Software Options
- Desktop Application
Front Categories on G2
Filter for Features
Platform
Mobile User Support | Based on 174 Front reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 84% (Based on 174 reviews) | |
Customization | Based on 236 Front reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 85% (Based on 236 reviews) | |
User, Role, and Access Management | Based on 216 Front reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 88% (Based on 216 reviews) | |
Integration | Based on 188 Front reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 86% (Based on 188 reviews) | |
Reporting | Based on 188 Front reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 82% (Based on 188 reviews) | |
Dashboards | Based on 197 Front reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 84% (Based on 197 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 216 Front reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 89% (Based on 216 reviews) | |
Ticket Response User Experience | Based on 215 Front reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 91% (Based on 215 reviews) | |
Workflow | Based on 237 Front reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions | 90% (Based on 237 reviews) | |
Automated Response | Based on 233 Front reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply | 89% (Based on 233 reviews) | |
SLA Management | See feature definition | Based on 198 Front reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs) | 89% (Based on 198 reviews) |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions This feature was mentioned in 260 Front reviews. | 91% (Based on 260 reviews) | |
Ticket Collaboration | Based on 236 Front reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 92% (Based on 236 reviews) | |
Customer/Contact Database | Based on 212 Front reviews and verified by the G2 Product R&D team. Central repository for account and contact information | 87% (Based on 212 reviews) |
Communication Channels
Customer Portal | Based on 189 Front reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 88% (Based on 189 reviews) | |
Email to Case | Based on 227 Front reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 93% (Based on 227 reviews) | |
Live Chat Support | Based on 187 Front reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live | 89% (Based on 187 reviews) | |
Social Media Integration | Based on 168 Front reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 85% (Based on 168 reviews) | |
Voice | As reported in 91 Front reviews. Make and receive calls directly in the application. Track and record calls for analysis. | 79% (Based on 91 reviews) |
Self-Service Experience
Knowledge Base | Based on 40 Front reviews. Provides a repository of information that can be used by those seeking support. | 84% (Based on 40 reviews) | |
Searchable Articles | Based on 39 Front reviews. Makes articles in the knowledge base searchable on the web. | 87% (Based on 39 reviews) | |
Community Forums | As reported in 39 Front reviews. Enables users to engage with other users to solve common issues. | 80% (Based on 39 reviews) | |
Mobile Optimization | Based on 38 Front reviews. Optimizes the customer self-service experience on mobile devices | 83% (Based on 38 reviews) | |
Personalization | Based on 37 Front reviews. Gives the user targeted, personalized results based on their activity or preferences | 85% (Based on 37 reviews) |
Self-Service Platform
Branding | As reported in 37 Front reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | 82% (Based on 37 reviews) | |
Automation | Automates some or all operation related tasks 37 reviewers of Front have provided feedback on this feature. | 85% (Based on 37 reviews) | |
Artificial Intelligence | As reported in 37 Front reviews. Utilizes artificial intelligence to improve workflows or customer experiences | 80% (Based on 37 reviews) | |
Integrations | Based on 36 Front reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | 85% (Based on 36 reviews) |
Communication
Pop-up Chat | Based on 204 Front reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 88% (Based on 204 reviews) | |
Notifications | Based on 250 Front reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation. | 90% (Based on 250 reviews) | |
Targeted Emails | As reported in 194 Front reviews. Sends automated emails to further engage clients and potential clients. | 90% (Based on 194 reviews) | |
In-App Messaging | Based on 216 Front reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help. | 90% (Based on 216 reviews) | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. 138 reviewers of Front have provided feedback on this feature. | 89% (Based on 138 reviews) |
Internal Use
Customization | Based on 236 Front reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 85% (Based on 236 reviews) | |
Conversation Archiving | Based on 268 Front reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference. | 93% (Based on 268 reviews) | |
Lead Development | Based on 181 Front reviews. Enables employees to denote potential customers. | 89% (Based on 181 reviews) | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. 206 reviewers of Front have provided feedback on this feature. | 89% (Based on 206 reviews) | |
Team Inbox | Based on 271 Front reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner. | 95% (Based on 271 reviews) | |
Customer Profiles | Based on 206 Front reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers. | 88% (Based on 206 reviews) |
Process
Mentions | Scours various channels for brand mentions to proactively seek reparative communications. 188 reviewers of Front have provided feedback on this feature. | 92% (Based on 188 reviews) | |
Tickets | Creates and assigns support tickets, scheduling them in a timely manner. This feature was mentioned in 150 Front reviews. | 89% (Based on 150 reviews) | |
Macros | Allows administrators to create templated responses to frequently asked questions. 163 reviewers of Front have provided feedback on this feature. | 89% (Based on 163 reviews) |
Channels
Based on 232 Front reviews. Ability to connect agents with customers through Live Chat.
| 95% (Based on 232 reviews) | ||
Social | Based on 183 Front reviews. Connects employees with customers through a social media solution. | 92% (Based on 183 reviews) | |
Live Chat | As reported in 173 Front reviews. Ability to connect agents with customers through email.
| 89% (Based on 173 reviews) | |
Phone | Connects employees with customers through a calling solution. 123 reviewers of Front have provided feedback on this feature. | 85% (Based on 123 reviews) | |
Text | Ability to connect agents with customers through text message solution.
This feature was mentioned in 149 Front reviews. | 92% (Based on 149 reviews) | |
Multi-Channel Coverage | As reported in 579 Front reviews. Software incorporates multiple digital communications channels. | 89% (Based on 579 reviews) | |
Open Listening | Allows incorporation of inbound contacts from non-marketing channels. 479 reviewers of Front have provided feedback on this feature. | 86% (Based on 479 reviews) | |
Physical Media | Based on 428 Front reviews. Includes physical media (mail, flyers, billboards, etc.) in the channels mix. | 80% (Based on 428 reviews) |
Insight
Surveys | Provides opportunity for customers to give feedback through a survey. This feature was mentioned in 132 Front reviews. | 90% (Based on 132 reviews) | |
Reporting | Enables administrators to create customized reports reflecting customer satisfaction. This feature was mentioned in 150 Front reviews. | 88% (Based on 150 reviews) | |
Visitor Activity | Allows administrators to track visitor activity to understand the research that was done before turning to customer service. 130 reviewers of Front have provided feedback on this feature. | 89% (Based on 130 reviews) | |
Help Desk | Based on 145 Front reviews. Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. | 91% (Based on 145 reviews) |
Design
Communications Strategy Development | Based on 602 Front reviews. Allows planning and deployment of an overall communications strategy. | 88% (Based on 602 reviews) | |
Create Content | As reported in 485 Front reviews. Includes or integrates with content creation apps. | 83% (Based on 485 reviews) | |
Personalization | Outbound communications are segmented and personalized. 697 reviewers of Front have provided feedback on this feature. | 88% (Based on 697 reviews) | |
Inbound Identification | Based on 660 Front reviews. Inbound contacts are identified and handled based on history. | 88% (Based on 660 reviews) | |
Regulatory Compliance | Based on 518 Front reviews. Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. | 88% (Based on 518 reviews) |
Usability
All-Employee Access | Based on 50 Front reviews. Permits use by job roles outside of service department | 89% (Based on 50 reviews) | |
Supporting Documents | Allows linking of useful information such as screen shots This feature was mentioned in 49 Front reviews. | 89% (Based on 49 reviews) | |
Two-Way Communication | Provides direct contact between CSRs and customers outside of milestones 51 reviewers of Front have provided feedback on this feature. | 90% (Based on 51 reviews) |
Reporting
Priority Case Alerts | Informs stakeholders of activity on escalated or high-value cases This feature was mentioned in 49 Front reviews. | 83% (Based on 49 reviews) | |
Trend Analysis | Based on 47 Front reviews. Evaluates frequency of types of complaints | 76% (Based on 47 reviews) | |
Performance Monitoring | Based on 50 Front reviews. Includes a dashboard or other means of performance monitoring | 81% (Based on 50 reviews) |
Productivity Tools
Notes | Allows users to leave notes or comments on emails or relevant cases. This feature was mentioned in 754 Front reviews. | 92% (Based on 754 reviews) | |
Internal Discussion | Based on 870 Front reviews. Provides a dedicated space or a thread feature that allows for long-form discussion. | 94% (Based on 870 reviews) | |
Assignments and Tasks | Offer in-application assignment and task tracking functionality. This feature was mentioned in 777 Front reviews. | 92% (Based on 777 reviews) | |
Workflows | Allows users to create and follow predetermined workflows attached to actions. 687 reviewers of Front have provided feedback on this feature. | 90% (Based on 687 reviews) | |
Templates | Allows users to create canned answers or templates for email responses. 837 reviewers of Front have provided feedback on this feature. | 92% (Based on 837 reviews) | |
Integrations | As reported in 722 Front reviews. Integrates without outside software to provide additional functionality or pull information. | 88% (Based on 722 reviews) | |
Tagging System | Provides a tagging system to allow users to sort emails by relevant subject. 885 reviewers of Front have provided feedback on this feature. | 93% (Based on 885 reviews) |
Analytics
Trends | As reported in 520 Front reviews. Analyzes trends in email content and resolution. | 84% (Based on 520 reviews) | |
Performance Tracking | As reported in 577 Front reviews. Tracks performance and productivity of users inside the application. | 86% (Based on 577 reviews) | |
Email Tracking | Tracks email analytics like emails opened, how long the email was opened for, etc. This feature was mentioned in 696 Front reviews. | 89% (Based on 696 reviews) |
Inbox Tools
Unified Inbox | As reported in 749 Front reviews. Consolidates multiple email accounts into one viewable platform. | 93% (Based on 749 reviews) | |
Filters | As reported in 757 Front reviews. Allows users to filter their emails by sender, date received, opened, etc. | 89% (Based on 757 reviews) | |
Reminders | Gives users reminders to send or reply to emails. This feature was mentioned in 735 Front reviews. | 91% (Based on 735 reviews) | |
Notifications | Based on 775 Front reviews. Provides notifications when users receive new emails. | 90% (Based on 775 reviews) |
Coordination Tools
Calendar | As reported in 668 Front reviews. Provides a native calendar. | 85% (Based on 668 reviews) | |
Contacts | Provides a native contact book. 649 reviewers of Front have provided feedback on this feature. | 87% (Based on 649 reviews) | |
Task Management | Offers built-in task creation and assignment functionality. 589 reviewers of Front have provided feedback on this feature. | 87% (Based on 589 reviews) |
Software Options
Desktop Application | As reported in 736 Front reviews. Software available as a downloadable desktop application. | 93% (Based on 736 reviews) | |
Mobile Application | As reported in 667 Front reviews. Software available as a mobile application. | 86% (Based on 667 reviews) |
Conversational Platform
Personalization | Based on 457 Front reviews. Identifies the customer and personalizes interaction at every touchpoint. | 88% (Based on 457 reviews) | |
Omnichannel | Allows multiple related channels to interact at once to reduce transfers. 351 reviewers of Front have provided feedback on this feature. | 88% (Based on 351 reviews) | |
Contextual Engagement | As reported in 352 Front reviews. Prompts agents to engage customers based on contextual data, such as product usage or conversation history. | 88% (Based on 352 reviews) | |
Proactive Engagement | Provides features for sending outbound messages to engage customers through proactive support. This feature was mentioned in 310 Front reviews. | 89% (Based on 310 reviews) |
Support Automation
Intelligent Routing | As reported in 379 Front reviews. Can route contacts to agents the customer has worked with before. | 88% (Based on 379 reviews) | |
Seamless Escalation | Provides features for escalating conversations to the appropriate agent. This feature was mentioned in 382 Front reviews. | 90% (Based on 382 reviews) | |
Transcripts | Based on 344 Front reviews. Maintains a transcript of conversations from all channels. | 88% (Based on 344 reviews) | |
Self-Serve Support | As reported in 294 Front reviews. Enables customers to resolve queries or issues without the assistance of an agent. | 87% (Based on 294 reviews) |
Sorting & Filtering
Attachment Search | Enables users to search for specific email attachments. This feature was mentioned in 166 Front reviews. | 83% (Based on 166 reviews) | |
Tags | Based on 169 Front reviews. Allows users to create and assign custom tags to emails. | 91% (Based on 169 reviews) | |
AI Sorting | Automatically sorts mail into untuitive categories and/or folders. 161 reviewers of Front have provided feedback on this feature. | 76% (Based on 161 reviews) | |
Predefined Rules | Allows users to set up predefined rules to automatically sort incoming mail. 161 reviewers of Front have provided feedback on this feature. | 85% (Based on 161 reviews) |
Integrations
Microsoft Outlook Integration | This software integrates with Microsoft Outlook. 157 reviewers of Front have provided feedback on this feature. | 81% (Based on 157 reviews) | |
Gmail Integration | Based on 160 Front reviews. This software integrates with Gmail. | 86% (Based on 160 reviews) | |
Apple Calendar Integration | As reported in 149 Front reviews. This software integrates with Apple Calendar. | 76% (Based on 149 reviews) |
Time Management
Unified Inbox | Provide a unified inbox to manage multiple accounts at once. 160 reviewers of Front have provided feedback on this feature. | 90% (Based on 160 reviews) | |
Email Automation | Provide the ability to automatically send recurring emails. 158 reviewers of Front have provided feedback on this feature. | 87% (Based on 158 reviews) | |
Snooze | Provide a feature to snooze, or defer, non-urgent emails. This feature was mentioned in 165 Front reviews. | 94% (Based on 165 reviews) |
