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While they have a few similarities, I'm not sure I'd put Zendesk as Front's main rival. They're doing similar things, but approaching them in totally different

by cdkee 9y ago

While they have a few similarities, I'm not sure I'd put Zendesk as Front's main rival. They're doing similar things, but approaching them in totally different ways. Front is fully backing the shared inbox, while Zendesk's main messaging is to get away from that concept and move more towards Ticketing for a larger support team. Good to see more competition in the space though. Disclaimer: I work at Zendesk

ckluis 9y ago
I agree and disagree. I need ticketing, but I'd prefer Front add it as an option to specific email accounts. sales@company.com - shared with sales team normal shared inbox support@company.com - "add ticket option" first.last@company.com - private email @company - twitter account A shared communication hub is a big win. If they could take over some of the internal chat as well - I'd gladly cut them a big fat check. Our helpdesk bill is not cheap. (not zendesk sadly).
- plehoux 9y ago
  Curious to know the "@company - twitter account" importance compare to the other one you have listed?
  - ckluis 9y ago
    Less important for us as b2b/enterprisey, but omni-channel support could potentially allow a tweet to be turned into a ticket associated with a customer... that could be beneficial. Not so much for the day job, but for some of the companies I've been on the board of.
  - plehoux 9y ago
    Thanks, make sense. At Missive, we have yet to integrate with Twitter/Facebook... but as you mentioned even if it's less important, it's still a big sale argument for a platform like ours.
    - ckluis 9y ago
      The order of priority is probably strongly influenced by the type of company b2b, b2e, b2g, b2c, or marketplace. As mostly a b2e we have SLAs and reporting requirements to a lot of our customers and automating that, but still capturing/transferring disparate information is just a royal pain.
- unabst 9y ago
  This. I did extensive searching for customer support email solutions. I landed at Front. But, I haven't pulled the trigger yet. Zen was an easy pass for us, but we arrived at Front because of what they do better than Zen. Consolidation. But the commonality is that these services always charge more than Todo apps or even chat apps. Even G Suite is cheaper. For some reason Google's team mailbox was a joke. They seem to have every feature of every startup somewhere, but have it suck. I doubt these guys would be similar in pricing unless they were competing for the same market. Same with buffer.com. They are a bit pricey too, but they can target businesses that save money with their service. Pockets open immediately when that is part of your value proposition -- cost savings.

by cdkee 9y ago

ckluis 9y ago

I agree and disagree. I need ticketing, but I'd prefer Front add it as an option to specific email accounts. sales@company.com - shared with sales team normal shared inbox support@company.com - "add ticket option" first.last@company.com - private email @company - twitter account A shared communication hub is a big win. If they could take over some of the internal chat as well - I'd gladly cut them a big fat check. Our helpdesk bill is not cheap. (not zendesk sadly).

plehoux 9y ago
Curious to know the "@company - twitter account" importance compare to the other one you have listed?
- ckluis 9y ago
  Less important for us as b2b/enterprisey, but omni-channel support could potentially allow a tweet to be turned into a ticket associated with a customer... that could be beneficial. Not so much for the day job, but for some of the companies I've been on the board of.
- plehoux 9y ago
  Thanks, make sense. At Missive, we have yet to integrate with Twitter/Facebook... but as you mentioned even if it's less important, it's still a big sale argument for a platform like ours.
  - ckluis 9y ago
    The order of priority is probably strongly influenced by the type of company b2b, b2e, b2g, b2c, or marketplace. As mostly a b2e we have SLAs and reporting requirements to a lot of our customers and automating that, but still capturing/transferring disparate information is just a royal pain.
unabst 9y ago
This. I did extensive searching for customer support email solutions. I landed at Front. But, I haven't pulled the trigger yet. Zen was an easy pass for us, but we arrived at Front because of what they do better than Zen. Consolidation. But the commonality is that these services always charge more than Todo apps or even chat apps. Even G Suite is cheaper. For some reason Google's team mailbox was a joke. They seem to have every feature of every startup somewhere, but have it suck. I doubt these guys would be similar in pricing unless they were competing for the same market. Same with buffer.com. They are a bit pricey too, but they can target businesses that save money with their service. Pockets open immediately when that is part of your value proposition -- cost savings.