FocalScope Review
What is FocalScope?
FocalScope is a robust, feature-rich email ticketing and live chat platform that is based in the cloud. This powerful customer support solution easily connects your agents to your customers and vice versa, facilitating smooth and productive communication in a way that is most convenient to your customers, whether by phone, live chat, email, and social media.
With FocalScope, customer data is easily accessible to agents, enabling them to provide top grade customer support for all communication channels. This help desk solution boasts of powerful email ticketing tools, live chat capabilities, and social media integrations that allow them to engage customers whenever they request support. Comprehensive and intuitive, FocalScope is the help desk platform for many of the world’s trusted brands, including American Express and DHL among others.
Show MoreOverview of FocalScope Benefits
FocalScope delivers a powerful and easy-to-use email ticketing solution that enables customer service agents to address email support requests and queries efficiently. Agents have access to a shared email ticket inbox, allowing them to collaborate and resolve cases while preventing multiple agents responding to the same ticket. Duplicate work is taken out of the equation, improving efficiency and productivity.
With FocalScope, you can create and implement a common ticket folder structure for better team organization. Tickets can be classified and prioritized. Drag and drop functionality allows agents to seamlessly transfer tickets between folders.
For chat agents, FocalScope provides responsive functionalities that make live chat interactions effective and fruitful. Agents are able to help website visitors with their queries and issues in real-time, convert first-time visitors into customers, and significantly improve traffic conversion rate. Agents can quickly switch from one chat session to another, move a conversation with just a push of a button, and convert a conversation into a follow-up ticket.
You have total control on how you want to implement your chat service. You can require your visitors to register prior to initiating the chat session with custom registration forms that you can use with pre-built templates or create your own forms from the ground up. The live chat tool also comes with an intelligent routing feature that automatically sends chat requests to right agent based on availability and skills.
Show MoreOverview of FocalScope Features
- Shared Team Inbox
- Threaded Email Conversations
- Smart Email Signatures
- Personal Email Accounts
- Rules To Filter Emails
- Agent-to-Agent Chat
- Canned Email Response Templates
- Agent Collision Alert
- Internal Notes on Ticket
- Ticket Activity Log
- Schedule Recurring Tickets
- Global Search
- Lookup Customer Data
- Unlimited Live Chat Channels
- Canned Live Chat Responses
- Customizable Live Chat signup forms and templates
- Live Chat History and Transcripts
- Pro-active Live Chat
What Problems Will FocalScope Solve?
- Better email management with FocalScope ticket functionality.
- Live chat on website to better engage online visitors.
- Call back from website enable customers to easy get a call back.
Awards & Quality Certificates
FocalScope Position In Our Categories
Keeping in mind companies have distinct business-related wants, it is only prudent they avoid adopting a one-size-fits-all, ideal software product. Having said that, it is futile to stumble on such an app even among popular software solutions. The logical thing to do would be to write the several vital factors which merit deliberation like important features, costing, technical skill levels of the employees, business size, etc. After which, you should double down on the product research systematically. Read some of these FocalScope analyses and check out each of the solutions in your shortlist in detail. Such comprehensive research makes sure you stay away from mismatched applications and choose the system that has all the aspects your business requires.
Position of FocalScope in our main categories:
TOP
200
FocalScope is one of the top 200 Customer Support Software products
TOP
100
FocalScope is one of the 100 Help Desk Software products
Every business has its own characteristics, and may call for a special Customer Support Software solution that will be designed for their business size, type of customers and employees and even individual industry they deal with. It's not wise to count on getting an ideal app that will work for every company regardless of their background is. It may be a good idea to read a few FocalScope Customer Support Software reviews first and even then you should remember what the software is supposed to do for your company and your employees. Do you require an easy and intuitive app with only basic features? Will you really use the complex tools required by pros and big enterprises? Are there any particular tools that are especially practical for the industry you operate in? If you ask yourself these questions it is going to be much easier to find a reliable solution that will match your budget.
How Much Does FocalScope Cost?
FocalScope Pricing Plans:
Free Trial
Small Cloud
$9/agent/month
Cloud
$39/agent/month
On-Premise
$39/agent/month
Phone System
Built-in Add-on
What are FocalScope pricing details?
FocalScope Pricing Plans:
Free Trial
Small Cloud
$9/agent/month
Cloud
$39/agent/month
On-Premise
$39/agent/month
Phone System
Built-in Add-on
FocalScope offers four SMB and enterprise pricing packages for users to choose from. Give the details a look, and select the best plan for your company:
Small Cloud – $9/agent/month
- Up to 2 agents
- Up to 2 Email Addresses
- 2 GB storage
- Email Ticketing
- Live Chat
- 24/5 Support
Cloud – $39/agent/month
- All Small Cloud features
- Unlimited Agents
- Unlimited Email Addresses
- 30 / 60 / 90 GB storage
- Customer Portal
- Satisfaction Survey
- Twitter and Facebook
- Multibrand Support
- Reporting and Dashboards
On-Premise – $39/agent/month
- All Cloud features
- Unlimited GB
- Dedicated Server
- Dedicated IP Address
- Access to SQL Database
- VPN (IPSEC)
Phone System – Built-in Add-on
- Multiple Phone Lines
- Multi Country Support
- Welcome Greetings
- Waiting Music
- IVR Phone Trees
- Business Hours
- Phone Queues
- Call Rules
- Transfer Calls
- Call Back
- Click To Dial
- Call Recording
- Voicemail
- Agent Screen Pop Up
- Ticket Creation
- SIP Trunk
- Reporting and Dashboard
- 24/7 Support
User Satisfaction
Positive Social Media Mentions
0
Negative Social Media Mentions
0
We know that when you make a decision to purchase a Customer Support Software it’s crucial not only to learn how professionals score it in their reviews, but also to discover whether the real people and enterprises that purchased it are genuinely happy with the product. Because of that need we’ve devised our behavior-based Customer Satisfaction Algorithm™ that collects customer reviews, comments and FocalScope reviews across a wide range of social media sites. The information is then featured in a simple to digest format indicating how many users had positive and negative experience with FocalScope. With that information at your disposal you will be equipped to make an informed purchasing decision that you won’t regret.
Video
Technical details
Devices Supported
- Windows
- Linux
- Android
- iPhone/iPad
- Mac
- Web-based
Deployment
- Cloud Hosted
- On Premise
Language Support
- English
Pricing Model
- Monthly payment
Customer Types
- Small Business
- Large Enterprises
What Support Does This Vendor Offer?
- phone
- live support
- training
- tickets
What integrations are available for FocalScope?
FocalScope integrates with the following business systems and applications:
- Lotus Notes
- Exchange
- Gmail
- Office 365
- Twutter
- SugarCRM
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