Front vs. Help Scout Comparison


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About Front’s powerful customer service platform makes five-star service attainable for over 9,000 businesses like yours. We bring together your core support channels in one intuitive, AI-powered workspace where your team can build collaborative workflows across the entire customer lifecycle. As your customer base and their needs grow, Front AI and customer intelligence serves up the efficiency and insights needed to keep your entire organization customer-first, every day. Plus, we care as much about our customers as you do yours: we provide industry-leading service to our entire customer base, regardless of your team size.	About Delight customers by providing outstanding customer service like no other with Help Scout, a web-based help desk software. Suitable for for companies of all sizes, Help Scout enables businesses to deliver personalized support. The platform offers collaboration features to keep everyone on the same page, automated workflows, best in-class-reporting, an integrated knowledge base, and a robust API. Help Scout also integrates with voicemail services and live chat services like Olark and Snap Engage.
Platforms Supported Windows Supported Mac Supported Linux Not Supported Cloud Supported On-Premises Not Supported iPhone Supported iPad Supported Android Supported Chromebook Not Supported	Platforms Supported Windows Not Supported Mac Not Supported Linux Not Supported Cloud Supported On-Premises Not Supported iPhone Supported iPad Supported Android Supported Chromebook Not Supported
Audience Any business aiming to build and grow strong relationships with clients, customers, or teammates.	Audience small to medium size businesses
Support Phone Support Supported 24/7 Live Support Not Supported Online Supported	Support Phone Support Supported 24/7 Live Support Supported Online Supported
API Offers API Supported	API Offers API Supported
Screenshots and Videos View more images or videos	Screenshots and Videos View more images or videos
Pricing $19.00/month/user Starter: $19/per user/per month for minimum 2 users and maximum 10 users (billed annually) Growth: $49/per user/per month for minimum 5 users and maximum 50 users (billed annually) Scale: $99/per user/per month for minimum 10 users.(billed annually) Free Version Not Supported Free Trial Supported	Pricing $10.00/month/user Basic - $10/ user / month Standard - $20/ user / month Plus - $35/ user / month Free Version Not Supported Free Trial Supported
Reviews/Ratings Overall 4.3 / 5 ease 5.0 / 5 features 4.3 / 5 design 4.7 / 5 support 4.7 / 5 Read all reviews	Reviews/Ratings Overall 4.6 / 5 ease 4.8 / 5 features 4.5 / 5 design 4.9 / 5 support 4.9 / 5 Read all reviews
Pros & Cons from Real Users Pros It combines different communicate platform into the front app. Integrates with email, Sms and workload status and management section. Clean user interface. Easy to navigate on the mobile app. Front helps in responding fastly every time. Makes internal coordination easy. Manages inbox and saves our time. Analytical performance. Free trial version is available. User friendly app with very simple instructions. Keeps track of messages and emails. Schedule seamlessly and also manages meetings. Easy to install. FrontApp is a promising work communication organizer. You can tag and mention team member. Quick reply option to reply from saved templates. It also shows performance analytics. It supports many app integration. Cons No cons, I will update if I face any cons in the future. Very good software. Search function is awesome. Good to go app. No cons. It worked very well and meet all of my requirement.	Pros & Cons from Real Users Pros Help Scout has been a key platform to improve the customer service process throughout the company, one of the main features that I liked about this platform is the ticket assignment system, since this system allows me to assign a different ticket to each one of the agents in charge of my company, in addition, this function is very important to be able to divide the work correctly and to be able to deal with several tickets simultaneously, I really liked this function, since it can assign a large number of tickets to one people so that I can attend to them and thus speed up the work, in addition, I can control the number of tickets that each of the agents in charge is handling. Another feature that I liked about this platform is that it allows me to receive all the tickets and requests from our social networks, that helps a lot since we don't have to be attentive to the inbox of each social network to serve customers who answer us and through this way, but just by checking this inbox within this platform, we will be able to meet the requirements that we obtain through email and through social networks. I also liked that this platform allows me to obtain a real-time status of each ticket, I can know exactly if a ticket is active, if it has already been dealt with and the case has been closed, and I can also check if the ticket is doing attended by one of our agents, this information and monitoring in real time helps me a lot, since it allows me to know how many tickets are pending and how many tickets have been completed correctly. Help Scout has been a service that has improved customer service throughout our company, one of the first things I liked about this platform is the real-time Chat, as it has allowed me to talk to each of my customers in real time, I have been able to meet all kinds of requirements, answer questions or solve problems through this Chat, it allows you to gather all kinds of files or attach images, as well as it has a built-in formula for when we are not in office hours, customers They can access that form and fill it out so that we can attend to them later. Another thing I like about this platform is that it has a shared inbox, which allows you to receive all kinds of emails that enter an inbox, and allows you to store all received messages on your social networks, follow them up and attend them at the right time, in addition, this shared folder allows it to be used by several customer service agents simultaneously, therefore, this allows us to divide the work and attend to several tickets simultaneously simultaneous. I also liked the alert system of this platform and the real-time monitoring of each of the tickets registered in the main panel, since by accessing this panel, I can view the status of each ticket in real time, in addition, The platform divides the tickets depending on the status, I can see the tickets that have been dealt with, the pending tickets with the tickets that are being dealt with at that moment, the alert system works perfectly and sends us alerts every time we receive a new request. Help Scout is an excellent service to develop a correct attention to all customers, with this platform you will be able to manage the large number of tickets that you receive daily within the company, this platform helps to receive notifications every time a new visitor needs a requirement within your website. One of the main things that I like about this platform is that it is capable of sending immediate notifications to all the agents that are registered within it, that means that each agent that registers within the platform to serve customers will receive notification when a new request has been received from a visitor. This feature is very beneficial and helps maintain effectiveness when it comes to meeting each request. Another feature that I like about this platform is that it has implemented a service that helps you talk to all your customers in real time, this function is very important and provides you with an online chat, which you can incorporate into your website. or to any other page, this Live Chat has all the required features so you can send files, images or send a simple text. It is also important to highlight that this platform has really affordable prices, it is one of the cheapest platforms to obtain customer service for your visitors within your website, I recommend it without a doubt since it is a very accessible software with low rates. Help Scout is an excellent mechanism to have a shared inbox in which you can receive all the messages from your clients, as well as receive messages from some visitors to your website, this is an excellent service system to have. to customers quite reliable, in which you can give them a response in less time, this platform has advanced tools to serve customers live. One of the things I like the most about this platform is: 1.- All messages are received in real time, this means that when you link this platform with your social networks and with your website, the messages will be received in your inbox in real time, each message received from a visitor or some client will be sent immediately to the main inbox of this platform, receiving messages in real time helps you know exactly how many tickets you have to attend to. 2.- The Live Chat of this platform is also quite complete, it helps you communicate with each one of the clients or visitors of your website, in addition the chat that it offers allows you to send attached files or documents through the Live Chat, this The feature is pretty cool because it streamlines communication and allows customers to send attachments when needed. I really love the way I can communicate in real time with my client thanks to this live chat, it is totally stable and the reception and sending of messages is done immediately. 3.- I also love the fact of being able to view the tickets that are being attended by one of our agents within the company, we are a real estate company with many agents in charge of giving support to clients when negotiating with us, and through this platform I can see which agent is attending a specific ticket, I can also see the pending tickets and the tickets that have been attended and see the people who completed it. 4.- I also love the way in which you can automate the responses within this live chat, I have configured an automated response so that depending on what the client needs within the web, I can have a response through a Bot, a Bot which is capable of sending automated messages within the Live Chat. This function is very important and helps us to respond to customers without the need to be inside the platform. Help Scout is currently one of the best ways to have proper attention to all customers, providing live support is currently one of the best ways to serve your customers, because it can resolve all kinds of questions in a matter of minutes , one of the things that I liked the most about this platform are the following: - Help Scout has an integration phase with the web page service, when it comes to integrating that platform with our company website it has been quite simple, it has taken us approximately 20 minutes to do it correctly, we have placed a chat in line so that all our clients can solve all kinds of doubts with the help of us and our agents in charge. The integration process with this website was quite simple and compared to other platforms that we have used previously, this easy integration has allowed us to insert the Live Chat without the need to carry out any complex process. - Ticket management within this platform is quite good, and it is positive because it is quite interactive, all tickets are stored within the same inbox, in this way every time a new agent is in charge of attending a ticket, this will be automatically removed from the list of pending tickets, this helps agents avoid confusion when it comes to meeting a specific requirement, all the requirements they have are different. - The live chat provided by this platform is quite complete, previously we used a live chat that only allowed us to send and receive messages, but did not allow us to send and receive attachments. This Live Chat is quite complete, because within it you can send all kinds of images as well as you can send files or documents, this is positive because sometimes we need additional information or some type of specific file right for clients. solve your doubt. - The interface of this platform is quite comfortable, I have a column on the left side where it allows me to access all the sections of the platform, this general interface really helps me to optimize comfort while serving all our clients. - It has an excellent alert system incorporated, which is capable of notifying us when we have received a new ticket within our Live Chat, as well as allowing us to configure all kinds of schedules for live customer service within the website. Cons One of the main disadvantages of this platform is how complicated the process of linking this platform with a website is, this link is very necessary so that you can have access to the Chat in real time within your website and that everyone these requirements are also registered within the platform, however, the process of configuring this Chat in real time with the website can be a bit complicated, therefore, I recommend that a team is used to facilitate the integration process between the website and this platform. Another thing that I did not like about this platform is that currently it is not possible to send a rating email to our clients when their case has been closed and attended to correctly. This is a disadvantage since this rating would help us understand how It was the service process of that client during the requirement process, therefore, this function is also important to qualify the service process of each one of our agents, to know if these people have correctly served or have served a customer correctly. . Another of the negative things about this platform is that it currently does not have an alert system which allows me to know when a ticket has already been closed. This alert system would be very beneficial since it would inform me automatically when a number of tickets are closed. has closed at a specific time, currently, in order to check the status of a ticket, I have to do it manually by entering the platform, and even though I can check and monitor it within this main panel, I would like to receive notifications and alerts when a ticket has already been closed. I have never presented any type of problem with this platform, currently I do not have any type of negative characteristic that is necessary to mention about it, since it has behaved correctly, it has met all our expectations, it has ported essential functions to improve the quality of customer service and Live Chat always works correctly, we have never presented any type of interruption during customer service, I am happy with the fact that this platform has never caused us any type of problem, we are happy with the overall performance and the rate we are currently paying to use this service. The only negative thing that I perceived about this platform is that it has several problems when exporting the customer service record, and I noticed that it cannot be exported through any integration with any other platform, if you need to export all the reports obtained. of each of the customer service, you must do it manually and store it in a service manually, you cannot transfer all that information to a service in the cloud, which can make it a bit difficult to have a backup of the customer service record. It is absolutely necessary that a service be implemented to export all the reports obtained from customer service, in this way we could save all that information in a cloud and it would not be useful for the future, we could know exactly on what date or at what time we has contacted a customer in the past, and we wouldn't have to store all that information within the Help Scout platform. This platform is excellent for perfecting the customer service system, it will help you deal with all types of tickets in a matter of seconds, as well as help you manage the number of requests you receive daily within your website or within your social networks. However, there are some negative things that need to be mentioned about this platform, such as: 1.- The prices of this platform are really high, if you are looking for a platform that offers you similar functions you will realize that they are at a much more accessible price, currently this is one of the most expensive platforms for customer service in vivo, I believe that the prices within this platform should be much lower or create much more personalized plans that allow users to access premium features without having to pay as much. 2.- It also does not have a free trial version available so that users can test the functions before buying any of the plans, I do not have that many platforms currently offer a free trial so that you have live chat functionalities on your website, but this platform is not like that, it does not offer a free trial in any way. 3.- The notification system when a new support ticket is received is not as efficient as it seems, as I previously mentioned, all tickets and requests from customers or visitors are received immediately in the main inbox of the platform, However, I have noticed that sometimes the notifications take time to reach our system or another mobile phone, I think that the notification system should be more optimized. At no time have I had any problem with this customer service platform, I have always been able to have a truly complete experience that has helped me attend to all kinds of requirements in a matter of minutes. I am happy with the general functionality of this platform, at no time has it given me any type of error, I have always been able to attend to my clients live and in real time without any type of interruption, as well as I have been able to manage the number of tickets that we have received during a specific period of time, I am proud that we are receiving these really positive characteristics without any problem.
Training Documentation Supported Webinars Supported Live Online Supported In Person Supported	Training Documentation Supported Webinars Supported Live Online Supported In Person Not Supported
Company Information Front Founded: 2013 United States front.com	Company Information Help Scout Founded: 2011 United States www.helpscout.com
Alternatives Hiver	Alternatives Zendesk
Help Scout	Freshdesk Freshworks
Emailgistics	User.com
LiveAgent Quality Unit	HubSpot Service Hub HubSpot
Heyday AI Hootsuite View All	Zoho Desk Zoho View All
Categories AI Customer Service Supported Collaboration Supported Conversational Support Supported Customer Communications Management Supported Customer Engagement Supported Customer Service Supported Customer Success Supported Email Clients Supported Email Management Supported Employee Communication Tools Supported Help Desk Supported Internal Communications Supported Live Chat Supported Productivity Supported Remote Support Supported Team Communication Supported Team Management Supported Workflow Management Supported	Categories Conversational Support Supported Customer Self-Service Supported Customer Service Supported Help Desk Supported Knowledge Management Supported Live Chat Supported Service Request Management Supported
Customer Service Features Alerts / Escalation Supported Appointment Management Supported Call Center Management Not Supported Email Management Supported Knowledge Base Not Supported Live Chat Supported Performance Metrics Supported Queue Management Not Supported Self Service Portal Not Supported Social Media Integration Not Supported Surveys & Feedback Not Supported Virtual Assistant Not Supported Workflow Management Supported Help Desk Features Alerts / Escalation Supported Automated Routing Supported Community Forums Not Supported Customizable Branding Supported Document Storage Supported Email Integration Supported Incident Management Supported Interaction Tracking Supported IT Asset Management Supported Knowledge Base Supported Known Issue Management Supported Live Chat Supported Multi-Channel Communication Supported Multiple Brands / Products Supported Network Monitoring Supported Real-time Chat Supported Self Service Portal Not Supported Service Level Agreement (SLA) Management Supported Ticket Management Supported Live Chat Features Canned Responses Supported Customizable Branding Not Supported Geo Targeting Not Supported Offline Form Not Supported Proactive Chat Supported Screen Sharing Not Supported Third Party Integration Supported Transfers / Routing Supported Website Visitor Tracking Supported Show More Features Collaboration Features Brainstorming Supported Calendar Management Supported Chat / Messaging Supported Contact Management Supported Content Management Not Supported Document Management Supported Project Management Not Supported Real Time Editing Supported Task Management Supported Version Control Not Supported Video Conferencing Supported Customer Communications Management Features Batch Communications Supported Chat / Messaging Supported Content Management Not Supported Email Distribution Supported Interactive Content Not Supported Multi-Channel Communications Supported On-Demand Communications Not Supported Personalization Supported Print Management Not Supported Template Management Not Supported Video Content Not Supported Customer Engagement Features Analytics Not Supported Churn Management Not Supported Communication Management Supported Community Management Supported Content Syndication Not Supported Feedback Collection Not Supported Gamification Not Supported Live Chat Supported Video Content Not Supported Customer Success Features Account Alerts Not Supported Account Management Supported Communication Management Supported Customer Engagement Supported Customer Lifecycle Management Not Supported Health Score Not Supported Onboarding Not Supported Revenue Management Not Supported Usage Tracking / Analytics Supported Win / Loss Analysis Not Supported Email Management Features Data Recovery Not Supported Email Archiving Supported Email Deletion Not Supported Email Discovery Not Supported Email Monitoring Supported Email Recall Not Supported Queue Manager Supported Response Management Supported Routing Supported Shared Inboxes Supported Signature Management Supported Spam Blocker Supported Whitelisting / Blacklisting Not Supported Employee Communication Tools Features Activity / News Feed Not Supported Audio / Video Conferencing Supported Blogs Not Supported Chat / Messaging Supported Employee Directory Supported Event Calendar Supported File Sharing Supported Knowledge Management Supported Newsletter Management Not Supported Surveys & Feedback Not Supported Internal Communications Features App Integration Supported Blogs Not Supported Chat/Messaging Supported Email Management Supported Employee Directory Supported Event Calendar Supported Newsletter Management Not Supported Photo Gallery Not Supported Social Sharing Supported Survey Management Not Supported Telephony Not Supported Video Chat Not Supported Voice Chat Not Supported Productivity Features Collaboration Supported Database Creation Not Supported Document Creation Not Supported File Sharing Not Supported Notes Management Supported Office Suite Not Supported Presentation Tools Not Supported Project Management Supported Task Management Supported Team Chat Supported Remote Support Features Diagnostic Tools Not Supported File Transfer Not Supported Live Chat Supported Real-time Chat Supported Remote Control Not Supported Screen Sharing Not Supported Session Recording Not Supported Session Transfer Not Supported Surveys & Feedback Not Supported Team Communication Features Activity / News Feed Not Supported Audio Calls Not Supported Calendar Management Supported Chat / Messaging Supported Discussion Threads Supported File Sharing Supported Mobile Access Supported Push Notifications Supported Search Not Supported Surveys & Feedback Not Supported Task Management Supported Video Conferencing Supported Team Management Features Assignment Management Supported Commenting / Notes Supported Goal Setting / Tracking Supported Messaging Supported Productivity Analysis Supported Progress Tracking Not Supported Project Planning Supported Resource Management Not Supported Task Management Supported Third Party Integration Supported Time Tracking Not Supported Workflow Management Features Access Controls/Permissions Supported Approval Process Control Not Supported Business Process Automation Not Supported Calendar Management Supported Compliance Tracking Not Supported Configurable Workflow Supported Customizable Dashboard Not Supported Document Management Not Supported Forms Management Not Supported Graphical Workflow Editor Not Supported Mobile Access Not Supported No-Code Not Supported Task Management Supported Third Party Integrations Supported Workflow Configuration Supported	Customer Service Features Alerts / Escalation Supported Appointment Management Not Supported Call Center Management Not Supported Email Management Supported Knowledge Base Supported Live Chat Supported Performance Metrics Supported Queue Management Supported Self Service Portal Supported Social Media Integration Supported Surveys & Feedback Supported Virtual Assistant Not Supported Workflow Management Supported Help Desk Features Alerts / Escalation Supported Automated Routing Supported Community Forums Not Supported Customizable Branding Supported Document Storage Supported Email Integration Supported Incident Management Not Supported Interaction Tracking Supported IT Asset Management Supported Knowledge Base Supported Known Issue Management Not Supported Live Chat Supported Multi-Channel Communication Supported Multiple Brands / Products Supported Network Monitoring Supported Real-time Chat Supported Self Service Portal Supported Service Level Agreement (SLA) Management Supported Ticket Management Supported Live Chat Features Canned Responses Supported Customizable Branding Supported Geo Targeting Supported Offline Form Not Supported Proactive Chat Not Supported Screen Sharing Not Supported Third Party Integration Not Supported Transfers / Routing Not Supported Website Visitor Tracking Not Supported Show More Features Knowledge Management Features Artificial Intelligence (AI) Not Supported Cataloging / Categorization Not Supported Collaboration Not Supported Content Management Supported Decision Tree Not Supported Discussion Boards Not Supported Full Text Search Not Supported Knowledge Base Management Supported Self Service Portal Not Supported
Integrations 5X Supported AskNicely Supported CloudTalk Supported Dialpad Sell Supported Dialpad Support Supported Doorbell.io Supported Easyflow Supported Guru Supported HubSpot CRM Supported Jira Supported JustCall Supported Nango Supported Olark Supported Pipedrive Supported Pylar Supported Shopify Supported Slack Supported Sourcetable Supported Workers by Delos Supported Zoho Directory Supported Show More Integrations View All 141 Integrations	Integrations 5X Supported AskNicely Supported CloudTalk Supported Dialpad Sell Supported Dialpad Support Supported Doorbell.io Supported Easyflow Supported Guru Supported HubSpot CRM Supported Jira Supported JustCall Supported Nango Supported Olark Supported Pipedrive Supported Pylar Supported Shopify Supported Slack Supported Sourcetable Supported Workers by Delos Supported Zoho Directory Supported Show More Integrations View All 173 Integrations
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