FocalScope

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About FocalScope

FocalScope is a cloud-based help desk solution suitable for companies of any size. Key features include email ticketing, survey management and a live chat tool. With FocalScope’s email ticketing module, a ticket number is assigned to each incoming email. This ticket number allows users to track email history through a ticket history log, which includes who read what email and what action they took after doing so. Users can assign tickets to employees, and tickets can be re-assigned at any point. FocalScope lets users create email response templates and set up automated responses. When tickets come in, they are automatically assigned to a staff member’s queue, and maximum limits can be set on queues to avoid overloading any one employee. This software also...

FocalScope Pricing

Pricing in 2 tiers ($9, $39)

Starting price: 

$20.00 per month

Free trial: 

Available

Free version: 

Available

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FocalScope User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

5

Value for money

5

Customer support

5

Functionality

5

Showing 1 - 5 of 27 reviews

Ismadi

Starhub

Verified reviewer

Company size: 1,001-5,000 employees

Industry: Telecommunications

Time used: Less than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered

Ease-of-use

5

Value for money

5

Customer support

5

Functionality

5

Reviewed May 2018

Fantastic support software from FocalScope for contact center requirements (email and phone channel)

Increased productivity . Better customer service engagement. Real-time reports and dashboards.

Pros

FocalScope offer you to access the software as a web based system or you can install the FocalScope desktop client version. The interface is smooth and very easy for staff to navigate. Email tickets can be easily shared by the agents and it is easy for staff to view customer interaction across the channels. FocalScope increases productivity dramatically. The learning curve to use FocalScope is almost nothing. It is that easy. Reporting is very nice and every super user can make their own reports. They can then easily put them on their dashboard. The reporting features are rich and easy to personalize. Best of all the reports can all be scheduled and sent to your email inbox in Excel format automatically. For the call center features I really like the fact that we can monitor the campaigns first hand and perform quality checks in real time. We can drill down on individual call recording sessions for review and quality assurance. All in all FocalScope give us a superb platform to manage phone conversations as well as emails.

Cons

Nothing bad to say so far. We really enjoy the application and we highly recommend the FocalScope system for any contact center requirements.

Morten

silvan

Verified reviewer

Company size: 5,001-10,000 employees

Industry: Retail

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered

Ease-of-use

5

Value for money

5

Customer support

5

Functionality

5

Reviewed May 2019

FocalScope Call Center and Ticket System is AWESOME

Pros

What I really like about the FocalScope software system allow us to manage all our customer communication channels within one application. FocalScope enable us to setup channels for: - Telephony ( call center) - Email - Live Chat - 2-way-sms - Facebook The most important channel for us is telephony. What I really like about the FocalScope Call Center system is that I can manage our customer service team and all our +60+ retail outlets from within the same single software system. It is very easy to setup: - Call flows - IVR - Operating hours - Phone queues - Agent pop up window to add text comments to the call - Greetings and waiting music I like the fact that the system gives us a full call log and option to record all phone conversations. The wall boards and reporting makes it easy for us to monitor the performance and our service levels. The email ticketing is very straight forward to use and also give us service levels, reporting and wall boards. Live chat works the same way but in real time located on our websites. The support team at FocalScope is super friendly and always very fast to help us with any inquiry.

Cons

I highly recommend the FocalScope system. Thumbs up.

arvid

Storedrenge

Verified reviewer

Company size: 11-50 employees

Industry: Internet

Time used: Less than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered

Ease-of-use

5

Value for money

5

Customer support

5

Functionality

5

Reviewed May 2019

User friendly interface that is easy to navigate

FocalScope is helping us to make our operation more efficient.

Pros

FocalScope offers a user friendly interface that is easy to navigate and customise to suit your needs. It also provides data on SLAs which is very useful in determining whether we as a company are meeting our agreed upon turnaround to our customers. With the live chat function, we feel there is the added human touch where our customers can easily get in touch with our staff to address their needs. The ticket numbers allocated for every correspondence makes follow up with our customers a breeze and is able to streamline our cases when we need to search for an email. We would recommend FocalScope to the small and big businesses, alike, as it makes managing communication with customers alot easier which results in quick resolution.

Cons

We found a few smaller issues with the software, but FocalScope was very quick to resolve.

Mario

Security

Verified reviewer

Company size: 1,001-5,000 employees

Industry: Leisure, Travel & Tourism

Time used: Less than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered

Ease-of-use

5

Value for money

5

Customer support

5

Functionality

5

Reviewed February 2019

We are BIG FAN of FocalScope email ticketing system

Pros

We are big fan of FocalScope and it is very easy for our staff to adapt to the system. The user interface is easy to navigate and is kind of similar to Microsoft Outlook. FocalScope system keeps track of the shared email communication with our customers in email threads and each tread also get ticket id and agent responsible. FocalScope also allow us to classify each ticket as open, on hold or closed. We keep expanding using this tool in new teams and departments. The FocalScope system helps us to measure and keep track of our customer email response time and also track our SLA. The FocalScope reporting and dashboards is very easy to configure and modify to suit our requirements. We highly recommend this software to any organization that value good customer service.

Cons

So far all good and we only experienced some minor issue that was all fixed promptly.

Kenneth

Målaktier

Verified reviewer

Company size: 2-10 employees

Industry: Information Services

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered

Ease-of-use

5

Value for money

5

Customer support

5

Functionality

5

Reviewed October 2017

Brilliant email management system from FocalScope. As easy to use as Outlook.

More productive team. Fast response time on emails. Track SLA for email handling. The system is superb and FocalScope support team is very helpful.

Pros

I have worked with the FocalScope system for years in my previous role. I know the system very well and it is truly amazing. It is so simple and flexible to use. It is a very fast application which is a very big selling point. Our staff enjoys using the system because it is super fast and the user-interface is similar to Outlook. It is easy for us to on board new staff to the system as well because the UI is similar to Outlook. I highly recommend this software tool to any company that is serious about customer service and efficient email management.

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