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Front
Enterprise Software
Front is a San Francisco-based customer communication platform that gives teams a shared inbox for managing email, chat, and other customer messages collaboratively.
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Front was founded in 2013 by Mathilde Collin and Laurent Perrin, based on the observation that shared email inboxes, commonly used by customer support, sales, and other business teams handling communication on behalf of a company rather than an individual, are poorly served by standard consumer email clients like Gmail or Outlook, which are designed around a single individual's inbox rather than a team collaboratively managing shared communication channels, creating problems such as multiple team members unknowingly responding to the same customer message or no clear visibility into who is responsible for handling a given incoming email. Front's platform provides a shared inbox interface that looks and feels similar to a familiar email client, but adds team collaboration features such as internal comments on messages that customers never see, clear assignment of individual messages to specific team members, and automation rules that route incoming messages to the right person or team, addressing the coordination problems that arise when multiple people need visibility into and responsibility for a shared communication channel. The company has expanded beyond email to unify other communication channels, including live chat, SMS, and social media messages, into the same shared inbox interface, letting teams manage customer communication across multiple channels from a single consistent workflow rather than needing to check separate tools for each channel. Front has positioned its product particularly for customer-facing teams at growing companies that have outgrown informal, ad hoc methods of managing shared email accounts but may not need or want the full complexity of a dedicated customer support ticketing system, occupying a category between simple shared inboxes and more heavyweight customer support platforms like Zendesk. The company has increasingly incorporated AI features, including automated response drafting and message summarization. Front has raised substantial venture funding from investors including Sequoia Capital, ICONIQ Growth, and Bessemer Venture Partners, reaching a valuation exceeding $1.6 billion.
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