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FocalScope Review

FocalScope
Our score: 8.2 User satisfaction: N/A

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.

Overview 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.

Overview 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 businesses have distinct business wants, it is only practical they avoid purchasing an all-encompassing, “perfect” software solution. Having said that, it is futile to try to pinpoint such a software solution even among widely used software products. The better thing to do can be to write down the different main aspects that demand inspection such as important features, packages, technical skill competence of the employees, business size, etc. Thereafter, you should double down on the research thoroughly. Go over these FocalScope evaluations and check out the other software programs in your list more closely. Such well-rounded research guarantee you steer clear of unfit applications and choose the one which provides all the function your business requires to be successful.

Position of FocalScope in our main categories:

TOP 100

FocalScope is one of the top 100 Customer Support Software products

TOP 50

FocalScope is one of the 50 Help Desk Software products

FocalScope is also listed in the following subcategories:

It is essential to note that almost no software in the Customer Support Software category is an ideal solution that can match all the goals of various business types, sizes and industries. It may be a good idea to read a few FocalScope Customer Support Software reviews first as specific software might excel only in a really small set of applications or be prepared with a really specific industry in mind. Others may operate with an idea of being simple and intuitive and as a result lack advanced features welcomed by more experienced users. There are also software that cater to a large group of customers and give you a powerful feature base, however this frequently comes at a higher cost of such a service. Be certain that you're aware of your requirements so that you pick a software that offers all the features you search for.

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

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 realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and FocalScope reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with FocalScope. With that information at hand you should be equipped to make an informed buying 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?

  • email
  • phone
  • live support
  • training
  • tickets

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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

What integrations are available for FocalScope?

FocalScope integrates with the following business systems and applications:

  • Lotus Notes
  • Exchange
  • Gmail
  • Office 365
  • Twutter
  • Facebook
  • SugarCRM
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Reviewed By Nestor Gilbert
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