Aidan Connolly
Customer Support Manager · 201-1000
1 review written · 4.0 average
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Reviews by Aidan Connolly
★★★★★
Two years into running Front for our support department, and the analytics side is what keeps me genuinely impressed. The reporting dashboards give me a clear picture of first response times, resolution rates, and team workload at a glance. Before this, I was stitching together exports from three different tools every Friday afternoon just to produce a report that half the leadership team would ignore anyway. Now I pull it directly from Front and it actually tells a coherent story. My team of eight uses it daily, and the conversation volume breakdowns by channel have become the first thing I check every Monday morning.
That said, I do have one real gripe: custom report building is more limited than I expected for a platform at this price point. There are a handful of specific metrics I want to track, like tagging patterns over time or how individual macros affect handle times, and I keep hitting walls. I end up exporting raw data and finishing the analysis in a spreadsheet, which feels like a workaround I shouldn't need. Their customer service team is responsive and genuinely helpful, but the honest answer I got was that deeper custom analytics are on the roadmap. Not there yet.
Overall, Front is a solid platform. The shared inbox workflows and AI-assisted triage have made my team meaningfully faster, and I'd pick it again over the clunky legacy tool we came from. Just go in knowing that if you need highly bespoke reporting, you'll hit a ceiling. For most mid-market teams, though, what they offer out of the box is more than enough to start making smarter decisions.
