Front

Front is the customer operations platform that redefines how modern businesses manage customer interactions, combining the best of advanced AI assistance with essential human oversight. Designed for CX, Support, and Operations teams, Front solves the critical challenge of scaling personalized service by unifying every communication channel into a single, collaborative inbox. You gain complete control over how and when AI routes, assists, and automates responses, ensuring high-quality service and treating every customer like a VIP.

Key Features

Front provides a comprehensive suite of tools built to centralize context, streamline workflows, and empower teams to resolve issues faster without sacrificing service quality.

✉️ Omnichannel Unified Inbox

Centralize all customer conversations—including email, SMS, WhatsApp, and live chat—into a single, shared workspace. This eliminates the need for agents to jump between systems, providing a unified experience where all communication history and customer context are immediately accessible, drastically reducing response times and improving continuity of service.

🧠 Controlled AI Automation and Assistance

Front’s AI is designed to augment, not replace, your team. Features like Autopilot safely automate responses on various channels based on conversation history and help content, while Copilot generates precise draft replies for agents to refine before sending. This focused approach ensures you maintain full control over the service quality and tone of every interaction.

🤝 Real-Time Team Collaboration

Delight customers by working faster together. Front replaces internal emails and DMs with in-thread comments and collision detection, ensuring smooth handoffs and preventing multiple agents from responding simultaneously. Shared inboxes and clear ownership features ensure every conversation has a designated follow-up agent, eliminating guesswork and speeding up complex resolutions.

✅ Smart Quality Assurance and Reporting

Gain immediate, objective insight into your service operations. Smart CSAT automatically measures customer satisfaction across all conversations without requiring external surveys, while Smart QA measures service quality without manual scorecards. This provides instant, actionable metrics on team performance and customer experience, allowing you to proactively identify bottlenecks and areas for improvement.

🎟️ Integrated Ticketing and Knowledge Base

Track, manage, and resolve complex inquiries with flexible ticketing built directly into your workflow. Front allows you to instantly route tickets by topic using AI-powered triage and leverage custom ticket statuses to match internal processes. Simultaneously, the integrated Knowledge Base helps customers quickly resolve FAQs with self-service, deflecting common questions so your team can focus on high-value conversations.

Use Cases

Front is engineered to transform common operational pain points into areas of efficiency and excellence.

1. Scaling Inbound Sales and Support

Scenario: Your inbound sales team receives hundreds of inquiries daily across email, chat, and social media, requiring quick qualification and routing. Outcome: Front automatically centralizes these diverse messages in a shared inbox. AI Topics instantly categorize the intent (e.g., "Pricing," "Demo Request," "Technical Issue"), and Workflow Automation routes the conversation to the correct specialized sales or support agent, ensuring the lead is handled by the right expert within minutes.

2. Streamlining Complex Client Handoffs

Scenario: A specialized support ticket requires input from the engineering team and a final review from a manager before responding to the client. Outcome: Agents use in-thread comments to loop in engineers without leaving the customer conversation. The manager can quickly review the AI-drafted response (Copilot) and approve it using auto-shared drafts. The entire process, including historical context and internal discussion, is contained within the single customer thread, eliminating the need for fragmented external communication.

3. Proactive Service Quality Improvement

Scenario: You need to understand why customer satisfaction scores dipped last quarter and identify specific coaching opportunities for agents. Outcome: Leveraging Smart QA and Smart CSAT, Front provides objective, real-time analytics on service metrics, resolution speeds, and conversation quality. You can drill down into specific topics or agent performance, using the data to implement targeted coaching plans and optimize your automated routing rules for better workload distribution and faster resolution times.

Why Choose Front?

Front is fundamentally different from traditional help desks because it was built not just for ticket tracking, but for achieving exceptional service at scale by maintaining the human element.

Superior Control Over AI Implementation

While many platforms offer static, black-box AI, Front is designed to keep you in control. Our AI features—from Autopilot to Copilot—are designed as assistance layers, allowing your team to approve, refine, and edit generated content. This unique approach combines the speed of an out-of-the-box AI agent with the necessary flexibility and service quality of a custom-built solution.

Enterprise-Grade Collaboration Built-In

Unlike systems where collaboration is an afterthought, Front centralizes all internal and external communication. By integrating behind-the-scenes chat directly into the customer thread, Front eliminates the time wasted searching for context or transferring information via Slack or internal email, making smooth handoffs and approvals standard practice.

Proven Reliability and Adoption

Front is trusted by over 9,000 companies globally across diverse industries, from technology to logistics. This robust adoption is reflected in industry recognition: Front consistently wins more G2 categories than other top support tools combined, demonstrating high marks for usability, implementability, and user adoption.

Conclusion

Front empowers your team to deliver personalized, high-quality customer service consistently, even as you scale rapidly. By consolidating all channels, leveraging intelligent, controlled AI, and fostering seamless collaboration, Front transforms customer operations from a cost center into a competitive advantage.

Ready to see the difference a unified platform makes? Start your free 14-day trial today and explore how Front can help you achieve service excellence.