Name: FocalScope
Price: 39 USD
Author: FocalScope

Help Desk

Web and Video Conferencing

Customer Support

Functional Testing

Virtual Reality

Development

Learning Management

Education

Business Intelligence (BI)

Case Management

Collaboration

Document Generation

File Sharing

Supply Chain Management

Workspace Planning

Enterprise

Accounting

CTRM

Digital Banking

Treasury Management

Finance and Accounting

ACA Compliance

Applicant Tracking

Corporate Learning Management

HR Compliance

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Access Gateways

Business Internet Service Providers (ISPs)

Cloud Storage

Enterprise Printing

Fraud Detection

High Availability Cluster

Incident Response

Integration Platform as a Service (iPaaS)

Internet Security

IoT Security

Log Management

Message Oriented Middleware

Network Performance Monitoring

SOA Application Gateways

Sensitive Data Discovery

Unified Communications Monitoring

Vendor Risk Management

Information Technology

A/B Testing

AI Image Generation

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Journey Mapping

Demand Generation

Domain Registration Services

Email Marketing

Market Research

Marketing Automation

Mobile Marketing

Social Media Management

Survey & Forms Building

Technology Review

Video

Web Analytics

Marketing

Field Service Management

Project Management

Writing and Proofreading Tools

Professional Services

Customer Relationship Management (CRM)

Sales Content Management

Sales Performance Management

Sales

Cloud Security Posture Management

Secure Access Service Edge (SASE)

Security

Construction Management

Direct Secure Messaging

Membership Management

Online Voting

Real Estate

Text Analysis

Vertical-Specific

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FocalScope has proven to be an invaluable tool for businesses in handling their email communication efficiently. Users have been able to easily manage and process large volumes of emails from various sources, such as customers, prospects, partners, and suppliers, resulting in a more streamlined email handling process. This has led to increased productivity and improved customer service engagement, as users can save time and handle tickets and emails in a more consistent manner.

Additionally, the software's real-time reports and dashboards have provided users with the ability to measure and track staff performance, resulting in improved customer service and support. The software's transparency features have facilitated better teamwork and provided a clearer overview of shared email boxes, enabling teams to work more productively and respond faster to incoming emails. 

Users have also found that FocalScope makes it easier to track customer engagement across different channels such as email, live chat, and telephony. This has allowed them to service their customers more efficiently and provide better support. The software's ability to provide a comprehensive overview of correspondence and access old conversations has been particularly helpful when multiple employees are involved in answering incoming requests.

In terms of user experience, FocalScope has received positive feedback for its ease of use. Both administrators and users find it easy to set up and navigate through the software's user-friendly interface, which is similar to Microsoft Outlook. The software's flexibility and integration capabilities have also made it seamless for users to integrate with other IT systems.

Moreover, FocalScope offers practical features such as ticket prioritization that allow users to prioritize important customers and provide prompt service. The availability of a thick client and mobile app further adds convenience for users by allowing them to access the software from different devices and receive push notifications for incoming emails.

The excellent support provided by the FocalScope team has also been highly appreciated by users. Online user guides and videos offer assistance throughout the implementation process, ensuring a smooth transition for both individual and shared email accounts. Users have found the software to be fast and efficient, with the ability to detect multiple agents attending to the same email ticket concurrently.

Overall, FocalScope has been highly recommended by users for its effectiveness in email ticketing, live chat, knowledge base management, and more. Its impact is particularly evident in industries like travel, where managing large volumes of customer communication is crucial for delivering exceptional customer service.

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Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

The Early Stage program

Proactive Support Plus add-on

Expert

Advanced

Essential

FocalScope

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

FocalScope Internal Messaging - InnerCircle (New UI)

FocalScope specializes in software development and a provides a help desk system.&nbsp;The company has global offices in the US, UK, Denmark and Singapore.&nbsp;<br><br><br>

FocalScope delivers collaboration for travel management companies across the globe with a unified communications platform. It combines communication, consistent productivity, and scalable personalisation to make productivity a priority for customer service teams.

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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FocalScope

Overview

What is FocalScope?