Mevrik vs. Front: Which Is Best for Your Support Team?

 Mevrik CX AI vs. Front: Comparison at A Glance

Here is a quick side-by-side overview of both platforms' capabilities. Pricing plans may vary depending on the company's size and business needs.

Mevrik vs. Front: A Detailed Feature Comparison

Let's dive into the detailed comparison!

AI Powered Unified Omni-Channel Inbox

Mevrik comes with unified inbox functionality that integrates smoothly with various communication channels, including in-built email, live chat, social media, phone calls, and instant messaging. This means you can handle inquiries from any channel your customer chooses without buying additional add-ons.

Moreover, since all the conversations are in the same inbox, it's easy to retain context when customers move from one channel to another. 

Front, on the other hand, provides shared inboxes, which are believed to be good for team collaboration. However, it has some drawbacks. You may not always know what your team members are doing on the email, resulting in multiple users responding to it at the same time.

Additionally, when collaborating on a new task, you may not receive enough context and spend time browsing through email threads to understand the situation.

What users say about Front's workspace:

Sometimes we do not see important replies, for example, when several people are copied in the email. Sometimes one person replies before the other, and the reply is not seen.

Conversational Task Management System

Not every interaction with Mevrik requires creating tickets. Through a conversational UI, you can instantly settle any question that comes up. 

Plus, if you need more help, you can turn the inbound requests into tasks and allocate them to specific team members.

Front, on the other hand, brings all the inquiries into the shared inbox. 

The problem with this system is that because a user might have multiple shared inboxes, it can be difficult to keep track of all ongoing interactions. For example, the Front interface itself presents two shared inboxes, "Assign to me" and "Shared with me," which might be confusing and provoke unneeded back and forth.

What users say about Front’s ticketing system:

With many teams, as an administrator on all teams, the UI becomes too crowded and a bit difficult to navigate.

AI and Automation

Mevrik not only offers an AI-powered chatbot to automatically reply to customers but also offers AI assistance via chat to speed up the workflow.

This AI tool can automatically analyze customer interaction, understand their sentiment, and then generate responses to keep customers engaged. It can also cater to a global audience with 130+ languages in text and 70+ in voice.

Mevrik has made these AI tools available at all their pricing tiers.

Front chatbot, on the other hand, requires customising the flow of conversation the bot should lead beforehand. This can be an issue when managing dynamic or unforeseen conversations.

Plus, setting up automated triggers on bots to seamlessly transfer complex conversations to a human agent can be challenging.

Intelligent Routing

Mevrik has an intelligent routing system that uses sentiment analysis, interaction history, and topic labelling to automatically direct incoming queries to suitable agents.

In contrast, Front offers a round-robin routing system in its basic plan. The problem with the round-robin routing system is that it distributes inquiries based on the capacity and availability of agents, meaning you can't be sure your customers will receive the right help. 

Generative AI Tools for Conversations 

Mevrik has a series of generative AI tools purposefully built to make your interaction smooth and engaging. You can create context-aware messages in seconds using the tone changer, sentence shortener/extender, grammar, and translation functionalities.

Front's generative AI features, on the other hand, are limited to reply generation and summaries of an interaction. Additionally, it's the only powerful AI tool; AI Answer is available through an add-on, which costs an additional $0.70 per resolution. 

Advanced AI Social Media Management 

Mevrik offers a wide range of AI social media tools that are built into its task management system. Among these, the most notable is the Instagram Stories option, which helps you reply directly to queries raised through stories.

Alternatively, Front offers a basic level of integration with a selected number of social media channels, such as Facebook and Instagram. However, integration with other popular channels like WhatsApp and Google Business is only accessible through add-ons.

What users say about Front’s social media tools:‍

One drawback we've encountered with Front is that when replying to comments from Facebook or Instagram directly through the app, it fails to tag the user properly, resulting in what appears to be a false mention.

Extended CRM Capabilities 

Mevrik offers a robust set of AI CRM tool in all of their pricing plans. These tools can seamlessly import past customer data, track new contacts across channels, and segment leads. You can then analyze the gathered information to fuel your sales pipeline.

With Front, all its high-performing CRM tools, such as analytics on team performance, are only available through the Growth plan, which costs $59/seat/month.

Knowledge-Base Management System

Mevrik offers a series of rich AI Knowledge Base tool for creating, editing, and organizing support documents. For example, the automatic AI article generation tool lets you create well-organized and beautifully formatted articles in seconds. It also supports 40+ languages, and it is highly customizable.

While Front also offers a knowledge base management system, its features are somewhat limited to creating basic articles and few nesting levels.

Their starter plan doesn't allow you to create multilingual support documents, which can be a major drawback if you want to serve a global audience in their local language.

Additionally, your support center website will display non-removable Front branding, giving it a less professional look. To remove this branding, you'll need to upgrade to their Growth plan, which costs $59/ seat/ month.

What users say about Front's knowledge base

I wish there were more customised features within article creation. I also wish that category pages had more customisable features. 

CSAT Ratings

Mevrik equips you with an AI CSAT rating system in every paid plan. An automated workflow allows you to deploy CSAT ratings in seconds after the contract ends. Later, you can use the data visualisation dashboard to analyse survey keywords and satisfaction scores.

In contrast, Front's basic subscription does not include any CSAT features like reporting or automation. To gain access to these tools, you need to purchase the Growth plan, which costs $59 per seat/month.

Mevrik vs. Front: Pricing Comparison

At first glance, Mevrik might look like an expensive option; however, after conducting research, we discovered that it offers everything and more at a significantly lower cost than Front.

Mevrik's Starter package costs $41/user/month and includes everything from a unified mailbox to a fully interactive knowledge base. Then there are the Growth and Pro plans, which cost $84 and $132, respectively. 

Mevrik also provides bespoke enterprise plans. You only need to speak with the sales team to determine which features will best fit your needs.

Front offers four pricing choices, with the basic package starting at $19. However, all of its high-performing features, such as knowledge base, CSAT, and WhatsApp integrations, are only available on the $59 plan, making it the more expensive platform of the two.

Final Thoughts

Mevrik and Front are both solid options for improving the customer experience. However, as obvious as it is, Mevrik has a slight edge over Front when it comes to offering an all-in-one support suite at an affordable price.

From its AI powered unified inbox to the robust knowledge-base management system, Mevrik has every tool your business needs to deliver seamless customer support on the spot.

So what are you waiting for? Give Mevrik CX AI a try today!