Front vs Intercom

by Gralio Feb 03, 2025

Front and Intercom are both powerful customer service platforms but cater to different needs. Front is better suited for businesses prioritizing email communication and team collaboration, offering advanced features for shared inbox management and internal discussions. Intercom is a better choice for businesses looking to leverage AI and automation for enhanced customer support and streamlined workflows.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 5619 reviews and 60 websites, saving 1 day, 7 hours, 43 minutes of reading.

Logo of Front
Front
Logo of Intercom
Intercom

About

Front is a customer service platform designed to help businesses manage customer interactions efficiently. It offers a shared inbox that combines email, chat, social media, and other channels into one place. This allows teams to collaborate, automate tasks, and access customer information easily. Front also provides analytics and insights to help businesses improve their customer service operations and measure performance. It's suitable for businesses of all sizes looking to streamline customer support and enhance team collaboration.
Intercom is a customer service platform designed to improve customer experience and streamline support operations. It utilizes AI in three key ways: an AI chatbot for instant responses, an AI assistant for agents to quickly find information, and AI-powered analytics for support leaders. This approach aims to provide faster resolutions, increase agent efficiency, and offer data-driven insights for optimizing the customer service process. Intercom is suitable for businesses of all sizes seeking to enhance their customer support through automation and AI.

Summary

Main difference
Front excels at streamlining email communication and team collaboration within a shared inbox, making it ideal for managing customer interactions efficiently. Intercom stands out with its robust AI-powered chatbot and automation features, enabling businesses to provide instant support and scale their customer service operations.

Relative strengths of Front (compared to Intercom)

  • Superior email collaboration features: Front offers shared inboxes, email drafts collaboration, internal comments, and tagging rules, fostering seamless teamwork and efficient email management.

  • Strong focus on team collaboration: Front's design promotes teamwork with shared inboxes, internal discussions, and clear task assignments, improving overall team efficiency.

  • Streamlined communication across multiple channels: Front consolidates email, chat, and social media into a unified inbox, providing a centralized platform for managing all customer interactions.

Relative weaknesses of Front (compared to Intercom)

  • Limited AI capabilities compared to Intercom: Front's AI features are less developed than Intercom's, offering basic automation but lacking advanced functionalities like Intercom's AI chatbot, Fin.

  • Less robust automation features: While Front provides some automation through rules and integrations, it doesn't offer the same level of sophisticated automation as Intercom, which includes AI-powered chatbots and workflows.

  • Higher pricing for smaller businesses: Front's pricing structure can be less favorable for smaller businesses compared to Intercom's more granular pricing tiers.

Who should use Front VS. Intercom

Front is a customer service platform that streamlines customer interactions through a shared inbox. Teams can collaborate on emails with internal comments and drafts, automate tasks, and access customer information easily. Users love the snooze feature and tagging rules. However, some find the rules confusing and the search function ineffective. Front is suitable for businesses of all sizes looking to improve customer support and team collaboration, especially those with remote or hybrid teams.

Intercom is a customer service platform leveraging AI to improve customer experience. It offers an AI chatbot for instant support, an AI assistant for agents, and AI-powered analytics. Users praise Intercom's user-friendly interface and helpful AI agent, Fin, while some find the pricing high and email threading with Fin messy. It's suitable for businesses of all sizes aiming to automate and enhance their support operations.

  • Best for small, mid-sized, and enterprise businesses.

  • Ideal for businesses in E-commerce, Retail, Healthcare, Finance, and more.

  • Best for small, medium, and enterprise businesses seeking to enhance customer support through AI.

  • Ideal for Software, IT, and Telecommunications companies, with applications in various other sectors like E-commerce and Retail.

Front and Intercom features

Supported
Partially supported
Not supported
Type in the name of the feature or in your own words tell us what you need
  • AI-powered assistance
    Supported

    Front offers AI features for automating tasks and suggesting replies. AI tagging helps prioritize conversations.

    Supported

    Intercom uses AI features like Fin, Copilot, Inbox AI, and Workflows to automate tasks, suggest replies, and prioritize conversations.

  • AI agent for customer service
    Partially supported

    Front offers AI chatbots, personalization, and automation but direct actions and brand voice adaptation are not confirmed.

    Supported

    Intercom's Fin 2 AI bot satisfies all the requirements.

  • Project Tracking
    Partially supported

    Front supports project tracking via integrations with Trello, Asana, and ClickUp.

    Partially supported

    Project tracking is not supported directly, but some aspects can be managed via integrations.

  • Internal chat
    Supported

    Front supports internal chat through features like @mentions and internal comments, allowing users to chat with each other within the software.

    Not supported

    Intercom does not support internal chat for general user-to-user communication within the software.

  • Shared inbox
    Supported

    Front supports the ability to have a shared team inbox for emails.

    Supported

    Intercom supports shared team inboxes, allowing multiple team members to collaborate on conversations.

  • Multi-channel integration
    Supported

    Front supports multi-channel integration with email, social media, and business systems.

    Supported

    Intercom supports multi-channel integration, allowing businesses to integrate with communication channels like email, social media, and other messaging services.

Qualities

  • Value and Pricing Transparency
    -0.43
    Rather negative sentiment
    -0.66
    Rather negative sentiment
  • Customer Service
    +0.67
    Rather positive sentiment
    +0.67
    Rather positive sentiment
  • Ease of Use
    +0.83
    Strongly positive sentiment
    +0.91
    Strongly positive sentiment
  • Reliability and Performance
    +0.04
    Neutral sentiment
    +0.34
    Rather positive sentiment
  • Ease of Implementation
    +0.09
    Neutral sentiment
    +0.51
    Rather positive sentiment
  • Scalability
    +0.67
    Rather positive sentiment
    +0.52
    Rather positive sentiment
Front and Intercom Pricing
No data

User sentiment

Rather negative
-0.43

See full Pricing page

Intercom offers a tiered pricing model based on the features included in each plan. Each plan requires a certain number of seats be purchased to access the platform. In addition to the base plan, there are extra usage charges for services like Fin AI Agent, WhatsApp, SMS, Email Campaigns, and Proactive Support Plus.
Plans

User sentiment

Rather negative
-0.66

See full Pricing page

Front and Intercom review insights

5619 reviews analysed from and

Users love

  • The "Snooze" feature is great for clearing the inbox and prioritizing emails.
  • Tagging rules are very helpful for filtering and organizing emails.
  • Internal commenting allows for collaboration without cluttering the email thread.
  • Easy to assign emails to team members for efficient task management.
  • FIN AI agent is very helpful
  • User-friendly interface and easy to navigate
  • Seamless integrations with other systems
  • Robust self-service features like the Help Center

Users dislike

  • Rules can be confusing and don’t always seem to work consistently.
  • Emails are sometimes missed due to the assigned teammate archiving conversations.
  • The search function is not very effective, requiring users to sift through many emails.
  • Mobile app lacks functionalities available on the online version.
  • Email threading with Fin is messy
  • Search functionality can be inaccurate
  • High pricing tiers for add-on features like Proactive Support
  • The mobile app has limited functionality

Front and Intercom Ratings

  • G2
    4.7/5
    (2106)
  • Glassdoor
    4.5/5
    (226)
  • G2
    4.5/5
    (2479)
  • Capterra
    4.5/5
    (1034)

Company health

Employee growth

34% increase in the last year
No change in the last year

Web traffic

9% decrease in the last quarter
No data

Financing

March 2022 - $204M
No data

How do Front's email organization features compare to Intercom's automation for customer queries?

Front's email organization features, such as shared inboxes, internal comments, and tagging rules, focus on team collaboration and internal efficiency for managing emails. Intercom's automation, primarily through its AI chatbot Fin, focuses on automating customer query responses and resolution, aiming to reduce agent workload and improve response times. While both deal with customer communications, Front emphasizes internal organization while Intercom emphasizes automated customer interaction.

Which product, Front or Intercom, better integrates with existing communication channels?

Front integrates with a wider range of communication channels like email, chat, and social media, making it a better choice for businesses needing a unified communication platform. While Intercom also offers multi-channel integration, its focus and strength lie more in its AI capabilities for customer support automation and targeted messaging.

What are the advantages of Front?

Front excels in email collaboration features like shared inboxes, draft collaboration, and internal comments, fostering better teamwork and communication compared to Intercom. Front's focus on streamlining email-centric workflows makes it advantageous for businesses heavily reliant on email for customer interaction. While both offer automation, Front's strength lies in collaborative email management, while Intercom leans more towards AI-powered chat and self-service.

What are the disadvantages of Front?

Front's rule-based automation can be confusing and inconsistent, sometimes leading to missed emails. The search functionality is reportedly ineffective, making it difficult to locate specific emails. Also, the mobile app lacks feature parity with the desktop version, limiting functionality for users on the go. Finally, some users find that teammates archiving conversations can lead to missed or overlooked emails.

Alternatives to Front and Intercom

Logo of Zowie
Zowie
Zowie is an AI-powered customer service platform designed for e-commerce businesses. It uses chatbots and automation to handle a large volume of customer inquiries, aiming to resolve over 70% of issues automatically. Zowie integrates with various platforms, operates in multiple languages, and provides data-driven insights to improve efficiency and customer satisfaction. It focuses on automating tasks like answering questions, managing returns, and offering personalized support, aiming to free up human agents for more complex issues.
Logo of Zoom Workplace
Zoom Workplace
Zoom Workplace is an all-in-one platform designed to streamline communication and boost productivity for modern teams. It combines video conferencing, chat, phone, email, calendar, and AI-powered features like meeting summaries and message composition. Collaboration tools like whiteboarding, note-taking, and task management are also included. Additionally, Zoom Workplace offers solutions for hybrid work environments, such as desk reservations, visitor management, and digital signage.
Logo of Chameleon
Chameleon is a platform designed to help your users get the most out of your software. With Chameleon, you can build interactive guides, in-app messages, and surveys that are tailored to each user's needs. This helps users learn your software faster and reduces the need for support. Chameleon integrates seamlessly with your existing tools and is used by leading companies to improve user satisfaction and drive growth.
Logo of Glassix
Glassix is a customer service platform that combines all your communication channels, like email, live chat, and social media, into one shared inbox. This allows businesses to manage all customer interactions in one place. Glassix offers tools like AI-powered chatbots, automated workflows, and detailed customer history to help teams provide faster and more efficient support. It's designed to be user-friendly, even for non-technical staff, and can be customized to fit your specific needs. Glassix aims to improve how businesses interact with customers, automate tasks, and create a smoother customer experience.
Logo of Rezo.ai
Rezo.ai is a cloud-based software that automates customer service using AI. It offers conversational AI chatbots, automated workflows, and real-time performance analysis. Rezo.ai focuses on improving customer experience and streamlining operations for businesses of all sizes across various industries. Its AI-powered features aim to understand and respond to customer queries, freeing up human agents for more complex issues.
Logo of Zendesk Support Suite
Zendesk Support Suite
Zendesk Support Suite is a customer service software solution designed to help businesses of all sizes provide excellent customer support. It offers a range of tools, including messaging, live chat, AI-powered automation, and a self-service help center. It aims to improve agent productivity, personalize customer interactions across various channels (like social media and email), and streamline workflows to increase efficiency. Zendesk emphasizes data-driven decision-making and boasts a user-friendly interface that integrates with numerous other business applications.

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