XM for Frontline vs. Front

erxes, as an open-source platform, promotes transparency, customization, and community collaboration. You can access our source code onGithub.

• Transparency: allows customers to access the underlying code to build trust as users can see how the software operates, ensuring no hidden functionalities or security vulnerabilities exist.
• Customization: Customers have the freedom to modify the software to suit their specific needs or preferences. This flexibility enables businesses to tailor the software to unique requirements, fostering innovation and efficiency.
• Community collaboration: We aim to support and contribute to the community where developers can collaborate and learn from one another.

🏆 Winner: erxes

Both erxes and Front are strong shared inbox solutions designed to streamline customer communication effectively.They share common features like consolidating messages from various channels and providing clear ownership and customer data visibility.

• Consolidate inbound messages from email, social media, SMS, voice, and other channels into a unified inbox.
• Facilitate clear ownership assignment for managing conversations.
• Provide visibility into customer history and data alongside ongoing conversations.

erxes sets itself apart in terms of shared inbox:

With internal messaging for team collaboration within conversations and offers more extensive customer data tracking, including website activity analysis. These additional features make erxes a compelling choice for businesses seeking enhanced communication tools.

🏆 Winner: erxes

Both erxes and Front embrace the Omnichannel approach to ma aiming to streamline operations, enhance customer engagement, and swiftly adapt to evolving communication landscapes. Both of them share similar values:

• Minimized context switching, boosting productivity
• Meet customers on their preferred communication channels without leaving either platform, ensuring a seamless experience for users
• Quick integration of new communication channels, keeping up with evolving trends

Front outperforms with 25+ integrations

Front outperforms erxes in this aspect by providing over 25 readily available integrated channels. Meanwhile, erxes is actively expanding its integration capabilities to include a broader range of communication channels.

🏆 Winner: Front

Both erxes and Front share similarities in offering strong customer support features essential for maintaining high levels of customer satisfaction:

• Add live chat widget directly to help center
• Build no-code help centers with multi-layered categories and ensure content quality with versioning.
• Equip support teams with a knowledge base for streamlined replies across channels.
• Tailor separate knowledge bases for different brands, catering to diverse audience needs.

Additional functionalities unavailable in Front gives erxes the edge:

erxes allows ticket and query submissions directly within the help center, enabling customers to report issues and track their progress seamlessly.

🏆 Winner: erxes

Front doesn't offer a dedicated Ticket Management tool in the conventional sense. However, erxes features a robust ticket pipeline designed to organize customer queries, issues, or requests into a structured pipeline. It ensures that each customer inquiry receives proper attention, tracking, and resolution.

• Streamlines the workflow for customer service teams by providing a systematic way to assign, prioritize, and manage tickets
• Allows for the tracking of each ticket's status, providing transparency into ongoing issues or inquiries
• Faster response times, better issue resolution, and improved customer satisfaction
• Captures valuable data about customer issues, patterns, and frequently reported problems

erxes excels in effectively managing customer queries.

erxes allows ticket and query submissions directly within the help center, enabling customers to report issues and track their progress seamlessly.

🏆 Winner: erxes

Front doesn't offer a dedicated Ticket Management tool in the conventional sense. However, erxes features a robust ticket pipeline designed to organize customer queries, issues, or requests into a structured pipeline. It ensures that each customer inquiry receives proper attention, tracking, and resolution.

• Streamlines the workflow for customer service teams by providing a systematic way to assign, prioritize, and manage tickets
• Allows for the tracking of each ticket's status, providing transparency into ongoing issues or inquiries
• Faster response times, better issue resolution, and improved customer satisfaction
• Captures valuable data about customer issues, patterns, and frequently reported problems

erxes excels in effectively managing customer queries.

erxes allows ticket and query submissions directly within the help center, enabling customers to report issues and track their progress seamlessly.

🏆 Winner: erxes