Front
Business Profile
Core Value Proposition
Front provides a modern CX platform for customer-first businesses, powered by AI, enabling automation, omnichannel support, and insights at scale.
Target Customer
Customer experience teams and CX leaders at mid-market to enterprise companies seeking scalable, AI-assisted multi-channel service.
Key Differentiator
Agentic automation with user control over AI, a unified workspace, and a blend of AI capabilities (Copilot, Topics, Smart CSAT/Smart QA) across channels.
Implementation Timeline
Topics automatically categorizes conversations in minutes; Front offers a 14-day free trial; onboarding packages are referenced for larger contracts.
Pain Points
- 1High volumes of inquiries across multiple channels needing faster resolution
- 2Difficulty delivering consistent, personalized service at scale
- 3Lack of actionable insights and efficient agent productivity
Key Features
- 1Omnichannel unified inbox
- 2AI automation with Copilot, Topics, Smart CSAT, Smart QA
- 3Live chat with AI resolutions
- 4Knowledge base and no-code public knowledge base
- 5Workflow automation and integrations (API)
Target Customer Industries
Decision Makers
- 1CTO
- 2Director of Customer Revenue Operations
- 3Head of Strategic Growth
- 4Director of Operations
Client Results
- 1300 hours saved per month
- 260% reduction in email volume
- 37x faster response time
- 497% CSAT score
- 540% productivity increase
- 68x faster training time (as stated by a Front customer)
Competitive Advantages
- 1Agentic automation you can trust with user control over AI
- 2Unified, intuitive workspace across email, SMS, live chat, and more
- 3AI capabilities tightly integrated with knowledge content and workflows
- 4Strong ROI and customer-success signals (e.g., 428% average ROI, 9,000+ companies trusted)
Key Benefits
Case Studies & Success Stories
Case study: 8x faster training time
A Front customer (Joe Emison, CTO & Co-founder) said Front enabled an 8x faster training time for the team to deliver a best-in-breed customer experience across email, text, and chat.
Case study: 300 hours saved per month
Front customer story highlights 300 hours saved per month through Front usage.
Case study: 60% reduction in email volume
Front customer story highlights a 60% reduction in email volume.
Case study: 7x faster response time
Front customer story cites 7x faster response time as a result of using Front.
Additional Product Information
Product Description
A modern CX platform offering omnichannel shared inbox, ticketing, knowledge base, live chat, collaboration, and AI-driven automation for customer support and client communications.
Target Market
Businesses and CX teams seeking scalable, AI-powered customer service across channels (technology, financial services, logistics, manufacturing, professional services, travel).
Unique Value Proposition
Agentic automation you can trust β complete control over AI and automation within a unified, intuitive workspace.
Technical Requirements
Integrations & API to connect to other systems; Slack integration (reimagined); native WhatsApp integration (paid add-on) and third-party WhatsApp via Twilio; Enterprise features include SSO/SCIM and multi-language knowledge base.
Pricing Model
Pricing plans: Starter $25/seat/mo (up to 10 seats); Professional $65/seat/mo (up to 50 seats); Enterprise $105/seat/mo. Features vary by plan (shared inbox, ticketing, AI Topics, basic analytics, knowledge base, etc.). AI Add-ons include Copilot, Smart QA, and Smart CSAT (pricing per add-on and per resolution). Add-ons such as Workforce Management ($20/seat/mo); Native WhatsApp Channel (pricing via sales); API rate limit increase ($200 per 100 API requests/min per month). Free 14-day trial; Annual billing saves 24%. Trusted by 9,000+ companies; ROI and productivity metrics cited on pricing page.
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