FocalScope

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.