What do you like best?
Layout is nice and pleasant to use.
Main perk of Front is how it makes collaboration easy.
It's kind of a mix between Slack and Google drive collaboration tools, but for Customer service !
Also, they keep on adding small handy features, which may seem insignificant but help in daily work.
One simple example I like a lot, the software warns you when you're about to send a message mentioning a file attached, but the file is missing.
Which means the time of "The attachment is missing" replies is over ;)
The analytics side of the software is also really efficient with a handful of dashboard that you can configure to get insights on your own performances or those of your team.
It's also really nice to be able to use the tool as a software or just in a browser tab.
The tags, rules and canned replies features work well too.
What do you dislike?
Some things seems to work only on a user side.
For example, when I comment on a conversation with the wording "OK" or "done", it looks like the conversation gets archived automatically (the corresponding button becomes green), but in fact on my colleagues side, the conversation is not archived.
Also, I find the phone app not so handy. I've tried few times using it on the go but I always end of taking my laptop as I feel like wasting time on a phone.
What problems are you solving with the product? What benefits have you realized?
We handle all our customer service with front. We use it for text message, messenger, e-mails and botmind.