Front
Customer SupportCustomer service platform for high-touch teams
About Front
Front is a customer service platform and shared inbox that brings email, SMS, social, and live chat together, giving teams the collaboration tools they need to deliver high-quality support at scale.
Editorial Assessment
Front is a shared inbox and team communication platform founded by Mathilde Collin and Laurent Perrin, built around the idea that email remains the most important communication channel for businesses, but traditional email clients were never designed for team collaboration. Front transforms email, SMS, live chat, social media messages, and other communication channels into a single collaborative inbox where multiple team members can work together on replies, leave internal comments, assign conversations, and set SLAs — all without customers knowing they are interacting with a team rather than an individual. The platform positions itself at the intersection of a helpdesk and an email client, appealing to operations, customer success, account management, and support teams who find traditional helpdesks too rigid but standard email too chaotic for team use. Front's conversation analytics provide insights into response times, CSAT scores, and team workload, enabling data-driven support management. The platform includes rule-based automation for routing and tagging, customer relationship context surfaced alongside each conversation, and integrations with CRMs like Salesforce and HubSpot. Front also features a collaborative drafting mode, allowing teammates to contribute to an email reply before it is sent. The platform's API and integration marketplace connect it to dozens of business tools. Front is particularly popular among customer success teams at SaaS companies, logistics operations, and financial services firms where account relationships are conducted primarily via email and where team accountability and auditability are important. Starting at approximately $19 per seat per month, Front provides strong value for teams transitioning away from shared inboxes managed through forwarded email chains.
- Transforms email into a collaborative team inbox without losing personal email feel
- Internal comments and collaborative drafting for team coordination on replies
- Multi-channel inbox supporting email, SMS, live chat, social, and voice
- Detailed conversation analytics including response time, CSAT, and workload reports
- SLA tracking and rule-based automation for conversation routing and tagging
- Higher per-seat cost than traditional helpdesks for large support teams
- Not designed for high-volume transactional support with complex ticket hierarchies
- Learning curve for teams accustomed to standard email workflows
- Less advanced AI-driven automation compared to newer AI-native support platforms
Best For
Not Ideal For
Key Features
Who It's For
Integrations
Platforms
Founders
- Mathilde Collin
- Laurent Perrin
Products & Tools
A collaborative shared inbox platform that unifies email, SMS, live chat, social media, and other channels into one team workspace. Teams collaborate on replies with internal comments, assign conversations, track SLAs, and measure performance without customers noticing the team behind the scenes.
Built-in reporting and analytics suite within Front that tracks team performance metrics including first response time, resolution time, CSAT scores, conversation volume trends, and individual agent workload to support data-driven support management decisions.
Sources & Verification
- Front Official WebsiteOfficial Website
- Front PricingOfficial Pricing
Last reviewed September 2026
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