Front

Front is a collaborative customer communication platform founded in 2013 by Mathilde Collin and Laurent Perrin. The tool consolidates email, SMS, live chat, and social media messages into shared team inboxes. It solves the chaos of fragmented customer conversations across multiple channels and siloed email threads.

Features

• Shared Team Inboxes: Multiple team members access unified inboxes across email, SMS, WhatsApp, Facebook, Instagram, and Slack channels with @mentions for internal collaboration on customer conversations.
• AI-Powered Assistance: Copilot generates draft replies from past conversations and knowledge base content, while Autopilot automates responses across channels based on conversation history at $0.89 per resolution.
• Smart Performance Tracking: Smart QA and Smart CSAT automatically measure service quality and customer satisfaction without manual surveys or scorecards across all conversations.
• Custom API and Integrations: Core API, Plugin SDK, and Channel API enable custom workflows with 110+ integrations including Salesforce, HubSpot, Asana, Jira, Dialpad, and Twilio for data sync and automation.
• No-Code Workflow Automation: Rules, macros, and connectors allow teams to build automated routing, tagging, and responses without coding, plus application requests make API calls to external systems directly from Front.

Use Cases

• For Customer Support Teams: Manage complex escalations across multiple channels with ticketing, internal comments, and cross-team handoffs while maintaining response time SLAs and tracking performance metrics.
• For Professional Services Firms: Centralize client communication in shared inboxes so entire teams stay updated on project deliverables, invoices, and technical questions without clients repeating themselves.
• For Operations Teams: Route and assign customer requests automatically to specific teammates with robust workflow automation, real-time coordination, and visibility across all communication channels.
• For Account Management: Access complete customer context from CRM data, order history, and past conversations directly in the sidebar to deliver personalized responses at scale.

Front centralizes omnichannel customer communication with AI automation and team collaboration tools starting at $25 per user monthly. Advanced AI features and integrations require paid add-ons that can significantly increase total costs.