Front Omnichannel Software

Front is a company that specializes in enhancing the efficiency and effectiveness of business communications. At its core, Front positions itself as a pioneer in customer operations platforms, aiming to streamline how businesses interact with their clients. The company acknowledges the challenges that businesses face in maintaining strong relationships as they expand, and it addresses these challenges by bringing customer conversations to the forefront of business operations. Front has successfully attracted over 8,500 businesses, driven by its mission to make work environments happier and more productive places. By focusing on accelerating the journey towards happier work experiences through its product, culture, and leading by example, Front is committed to transforming the landscape of business communication.

Front offers a wide range of products and services designed to improve collaborative work, automate workflows, and facilitate omnichannel communication. Recognizing the importance of seamless integration into daily business operations, Front provides a solution that allows for efficient collaboration behind the scenes, making it easier for teams to support each other in responding to customer inquiries. With features such as customized conversation categorization, dynamic workflow building, round-robin message assignment, and detailed analytics, Front enables businesses to customize their communication processes to fit their unique needs. Additionally, Front integrates with various digital channels, including WhatsApp, Telegram, and Google Business Messages, and offers AI-driven tools for drafting replies and summarizing conversations. This comprehensive suite of tools ensures that businesses can manage and resolve conversations at scale, maintain high levels of customer service, and ultimately foster better relationships with their customers.

Front.com offers a comprehensive customer operations platform designed to enhance team collaboration, streamline communication, and deliver exceptional customer service at scale. The platform integrates various features that enable businesses to manage their customer interactions more efficiently across different channels, ensuring a seamless experience for both the team and the customers. Key features and benefits of using Front.com include:

1. **Collaboration:** Front.com emphasizes team coordination, allowing team members to work together behind the scenes seamlessly. This feature enhances internal communication and speeds up response times to customer inquiries, ensuring that no details are missed.

2. **Workflow Automation:** The platform provides tools to organize, route, and resolve customer inquiries efficiently. By streamlining these processes, Front.com helps businesses increase their productivity and deliver faster solutions to their clients.

3. **Customer Satisfaction Improvement:** Users have reported significant increases in customer satisfaction scores (CSAT) within a short timeframe after implementing Front.com, highlighting its impact on enhancing customer support quality.

4. **Knowledge Base Integration:** An integrated knowledge base allows customers and team members to access help articles, best practices, and other content for self-service answers. This feature supports faster resolution of customer inquiries and scales support efforts by deflecting common questions.

5. **Chatbots:** Automated chatbots within Front Chat help streamline resolutions and minimize workflow disruptions. These bots can gather essential information before passing the conversation to human agents, improving the efficiency of customer service operations.

6. **AI Solutions:** Front.com is incorporating AI-powered solutions like AI Answers and AI Tagging. These features enable smarter deflection of inquiries and automate the categorization of conversations based on content, saving time and improving customer experience metrics.

7. **Omnichannel Communication:** With the native WhatsApp integration alongside other channels like Telegram, Dialpad SMS, and Google Business Messages, Front.com consolidates all customer communications into one platform. This helps reduce context switching and ensures consistent service across various channels.

8. **Dynamic Objects and Data Integration:** Front.com allows for the automatic integration of context from third-party systems (e.g., orders, shipments) directly into the conversation view. This no-code solution enhances efficiency by eliminating the need to switch between different tools.

9. **Resolution Analytics and Conversation Stages:** These features provide deeper insights into the customer service process by tracking the total time to resolve issues and identifying conversation progression bottlenecks, enabling continuous process improvement.

10. **Centralized Communication:** Front.com centralizes incoming messages from various sources, such as group email addresses, social media platforms, chat, and SMS texts, into a single view. This allows for more effective account and activity management.

11. **Robust API and Integration Options:** Users have access to a wide range of integration options and an API for custom solutions, ensuring Front.com can adapt to different business needs and workflows.

Front.com's platform is designed to meet the demands of businesses looking for a scalable and efficient way to handle customer operations, from internal collaboration and automation to integrating AI for smarter customer service delivery.

Front.com offers a variety of pricing plans tailored to meet the needs of different businesses, from small teams to large enterprises. The plans are designed to provide users with a range of features including workflow automation, analytics, integration with other tools, and more. Below is a detailed overview of Front's pricing plans:

1. **Starter Plan**: Priced at $19 per user per month. This plan is designed for smaller teams and offers basic features. However, it's noted that most businesses will require more comprehensive features that are available in higher-tier plans.

2. **Growth Plan**: Available at $59 per user per month, with a minimum requirement of 5 seats. The Growth Plan includes automated workflows, analytics, and integrations with Salesforce among other tools. This plan is tailored for teams looking to streamline support workflows and improve performance, offering more advanced features compared to the Starter plan.

3. **Scale Plan**: This plan costs $99 per user per month and requires a minimum of 20 seats. It builds upon the Growth Plan by adding advanced reporting and a dedicated account team for support services. The Scale Plan is suited for teams needing total workflow flexibility and advanced user permissions.

4. **Premier Plan**: The highest-tier plan offered by Front, priced at $229 per user per month with a minimum of 50 seats. It includes all features from the Scale Plan plus premier onboarding support and video conferencing support, making it ideal for large enterprises requiring the most comprehensive features and personalized support.

Additionally, Front provides add-ons such as WhatsApp, Dialpad SMS, Telegram, and Google Business Messages, which can be integrated with their plans for enhanced communication capabilities.

Front.com has a diverse clientele across various industries, leveraging its customer operations platform to improve communication, customer service, and productivity. Highlighted customers include:

- **Hootsuite**: A social media scheduling platform that improved its customer success and support collaboration by integrating Trello with Front, facilitating better follow-ups and proactive support.

- **Pilot**: A financial services company for high-growth startups that managed a 45% increase in customer communications by using a shared inbox feature for collaborative message handling across teams, improving their service during the economic uncertainty brought on by the pandemic.

- **Convelio**: An art shipment company that optimized its customer lifecycle for loyalty, using Front's shared inboxes, rules, and tags for efficient handling of shipping, packaging, billing, and new requests across 40 different countries.

- **Better.com**: A leading mortgage service provider that achieved significant productivity gains without using a commission structure. Front's collaborative features and seamless hand-offs between teams enabled Better.com to deliver personalized, high-touch customer service and maintain superior service metrics during a surge in refinancing demand.