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Front

Front

4.7
(88)

Front takes out the pain of shared inboxes (contact@, team@, jobs@...) by introducing collaboration in email.

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Front Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

Not enough data available

Response Automation

Respond to common requests with standard reply

Not enough data available

SLA Management

Service Level Agreement Management

Not enough data available

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Not enough data available

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

Not enough data available

Ticket Creation User Experience

User Experience of creating and submitting a ticket

Not enough data available

Ticket Response User Experience

User Experience of responding and recieving a response

Not enough data available

Communication

Status Updates

Post brief status updates or micro blogs

93%
(Based on 12 reviews)

Instant Messaging

Message others 1:1 or within groups

90%
(Based on 9 reviews)

Activity Feed

Ability to filter and customize a live feed of activity on the network

86%
(Based on 12 reviews)

Notifications

Receive real-time notifications about content or groups from within the software or via email

93%
(Based on 17 reviews)

Comments and Voting

Post comments on blogs, microblogs, documents, and other items. Vote on posts or content that others have shared.

90%
(Based on 13 reviews)

Discussions

Share ideas, ask for advice and gather feedback from coworkers

82%
(Based on 13 reviews)

User Directory

Search or browse through a directory of users on the network

78%
(Based on 9 reviews)

Online Status of Coworkers

View the online status of coworkers on the network

77%
(Based on 9 reviews)

Content Management

File Sharing

Upload and share files such as documents, images, and videos

83%
(Based on 9 reviews)

Document Collaboration

Create and edit documents with other users in real-time

81%
(Based on 8 reviews)

Version Control

Review the latest version of a document, track changes, or revert to an older version of a document if needed

88%
(Based on 6 reviews)

Tagging

Tag content to organize and assign to specific departments or categories

91%
(Based on 15 reviews)

Knowledge Base

Ability to build a knowledge base and how-to articles

76%
(Based on 8 reviews)

Surveys

Create polls or surveys to gather opinions on an issue or idea

73%
(Based on 5 reviews)

Communication

Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Not enough data available

Notifications

Delivers notifications to both sides of the conversation.

Not enough data available

Targeted Emails

Sends automated emails to further engage clients and potential clients.

Not enough data available

In-App Messaging

Allows for live chat to be enabled within the app for customer help.

Not enough data available

Communication

Internal Feedback

Gives internal employees the opportunity to weigh in on the collaboration process.

93%
(Based on 31 reviews)

External Feedback

Gives stakeholders the opportunity to weigh in on the collaboration process.

n/a

Comments

Allows for note-taking, task delegation and other discussions to be recorded within the decision-making workflow.

96%
(Based on 37 reviews)

Voting

Provides a voting platform where users can contribute with minimal feedback.

n/a

Process

Mentions

Scours various channels for brand mentions to proactively seek reparative communications.

Not enough data available

Tickets

Creates and assigns support tickets, scheduling them in a timely manner.

Not enough data available

Macros

Allows administrators to create templated responses to frequently asked questions.

Not enough data available

Collaboration

Allows employees to communicate and collaborate on the problem solving journey.

Not enough data available

Productivity Tools

Task Management

Create tasks and organize them by status, priority, or department

87%
(Based on 8 reviews)

Calendar

Add events to your calendar, share events with others, and view a team or company-wide calendar

82%
(Based on 5 reviews)

Search

Search for specific content such as users, documents, tags, or media

88%
(Based on 15 reviews)

Mobile

Allows software to be easily used on multiple mobile devices include phone and tablet devices

82%
(Based on 14 reviews)

Multi-Language Support

Enables users to view and contribute content in multiple languages

82%
(Based on 5 reviews)

Internal Use

Customization

Not enough data available

Conversation Archiving

Archives conversations in a separate location for later reference.

Not enough data available

Lead Development

Enables employees to denote potential customers.

Not enough data available

Knowledge Base

Establishes a knowledge base for employee reference during conversations.

Not enough data available

Team Inbox

Provides a central location for help requests, helping employees respond sooner.

Not enough data available

Customer Profiles

Allows for the creation of profiles for contacts and customers.

Not enough data available

Structured Process

Goal Sharing

Allows users to record and share goals within the platform so as to maintain group accountability.

n/a

Check Ins

Allows users to set dates on decisions, reminding them to check on progress.

89%
(Based on 27 reviews)

Decision-Making

Takes users through a structured process with an end-goal in mind, helping companies reach decisions in less time.

86%
(Based on 23 reviews)

Decision Tracking

Records past decisions for future reference.

93%
(Based on 22 reviews)

Channels

Phone

Connects employees with customers through a calling solution.

Not enough data available

Text

Connects employees with customers through a text message solution.

Not enough data available

Email

Connects employees with customers through an email solution.

Not enough data available

Social

Connects employees with customers through a social media solution.

Not enough data available

Live Chat

Connects employees with customers through a live chat solution.

Not enough data available

Administration

Moderation

Administrators can moderate content to keep the environment appropriate for the workplace

85%
(Based on 6 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

90%
(Based on 12 reviews)

Performance and Reliability

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took

96%
(Based on 12 reviews)

Accessibility

Remote Access

Offers access to tool through a browser so users can collaborate remotely.

94%
(Based on 38 reviews)

Mobile Access

Offers a mobile app for users to weigh-in on portable devices.

89%
(Based on 37 reviews)

Permissions

Allows administrators to set permissions or privacy restrictions for decisions or discussions, controlling who can view and contribute.

92%
(Based on 33 reviews)

Insight

Surveys

Provides opportunity for customers to give feedback through a survey.

Not enough data available

Reporting

Enables administrators to create customized reports reflecting customer satisfaction.

Not enough data available

Visitor Activity

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Not enough data available

Help Desk

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Not enough data available

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Not enough data available

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Not enough data available

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

Not enough data available

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Not enough data available

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

Not enough data available

Customer and Contacts Database

Central repository for account and contact information

Not enough data available

Products and Version Tracking

Central repository for tracking products and product versions customer is using

Not enough data available

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

Not enough data available

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

Not enough data available

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

Not enough data available

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

Not enough data available

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

Not enough data available

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

Not enough data available

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

Not enough data available

Reporting

Not enough data available

Dashboards

Not enough data available

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

Not enough data available

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Not enough data available

Customization

Not enough data available

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Not enough data available

Internationalization

Not enough data available

Performance & Reliability

Not enough data available

Integration APIs

Not enough data available