FocalScope Software


 

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 includes a live chat feature. Users are able to engage in multiple live chat sessions at once. When customers request live chats after business hours, a log of that request is created so that users can follow up with customers later.

FocalScope is available on a per user per month basis. It services all industries and is platform-agnostic. Mobile apps for Android and iOS are available.

 

FocalScope - Chat
 
  • FocalScope - Chat
    Chat
  • FocalScope - Shared tickets
    Shared tickets
  • FocalScope - Configuration
    Configuration
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

19 Reviews of FocalScope

Showing 1-19 of 19

 

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Danny from Anodyne

June 2018

June 2018

Great email ticket system for multi-country operation for online business

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Pros

I really like the fact that FocalScope is very easy to use and kind of similar to Microsoft Outlook user interface. We operate in a multi country customer service setup and FocalScope fully support our requirements. Also, I would like to highlight that FocalScope has built-in live chat functionality that is helping us to engage with our online clients in real time on our websites.
The FocalScope solution comes with a native desktop version that works on both PC and Mac. The FocalScope support and implementation team is very easy to work with.
FocalScope software has helped us to structure our customer service more efficiently and also enabled us to respond fast to customer inquiries.
Thanks to team FocalScope for delivering a ticket great system.

Cons

We had a smooth implementation of the FocalScope system and everything works perfectly fine. Nothing bad to say about the experience at this stage.

Review Source: Capterra
 

Ismadi from Starhub
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2018

May 2018

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

Ease-of-use

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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.

Review Source: Capterra
 

Anil from Agape CP

January 2018

January 2018

FocalScope has been a blessing

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Quality
Value for Money
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Support

We can provide better service to our customers.
We are more productive.
We can measure and track staff performance.

Pros

I like the fact the FocalScope offer an end-to end solution for email tickets, live chat and telephony in a single software package. The implementation of the entire system was done smoothly and it was very easy for our staff to adapt to the new system. I truly love the feature where we can convert an inbound phone call to a follow up ticket. The FocalScope has built-in detailed logs so easy to trace all ticket activities for email, live chat and telephony. The reports and dashboards are easy to understand and work with. I highly recommend this tool for any business that is looking for a ticket system.

Review Source: Capterra
 

Simon from GreenMobility

January 2018

January 2018

FocalScope software is very easy to use and implement

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
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Quality
Value for Money
Value
Support

We are able to give better customer service and support to our customers.

Pros

We evaluated quite a few ticket systems and helpdesk systems before we decided to sign up with FocalScope. We are very pleased with functions and features in FocalScope and it has been very easy for our staff to adapt to the new system.
What I really like about the FocalScope software is the multi channel support. Within the same FocalScope system we can manage channels like: email tickets, live chat and telephony plus social like Twitter and Facebook. Also it is a big plus for us that FocalScope is able to auto detect if multiple agents attend to the same email ticket concurrently.

Review Source: Capterra
 

Kajsa from Folkeferie

November 2017

November 2017

FocalScope is a wonderful email and live chat solution. It is so simple to use !

Ease-of-use

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Value for Money

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Pros

In FocalScope emails get threaded and assigned ticket number automatically. I find it very smart that I can add internal notes to the email tickets in FocalScope direcly. I only have good things to say about FocalScope: it is easy to use, constantly updated with new features and very fast support whenever we have questions and need support. Furthermore, FocalScope has built-in live chat that is easy to embed on our website. Live Chat works nicely and is also integrated with the email tickets functions. I like the fact we have all our communication channels in one software package. Keep up the good work team FocalScope.

Review Source: Capterra
 

Rasmus from Pjdiesel

November 2017

November 2017

FocalScope is a great email tool to handle shared email accounts

Ease-of-use

Functionality

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Value for Money

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Support

Better teamwork and more transparent overview of all our shared email boxes.

Pros

Focalscope is an easy to use email ticket system. Emails are provided with tracking numbers and it is especially useful to the user to locate their email when it involves many parties. I reviewed a few other helpdesk solutions, but I am very pleased that we selected FocalScope. I like the fact that the FocalScope system is kind of similar to the Microsoft Outlook so it is piece of cake for our staff to adapt to the new system. The entire solution is built on Microsoft SQL database and that is a big advantage for us in terms of consolidating reporting data from multiple software applications. A key decision factors for selecting Focalscope over other helpdesk tools: FocalScope is a very fast application and super user friendly.
In addition to that, the FocalScope live chat function (that is included in the license) is a great tool to have on our website. It allows customers to easily contact the company for an almost immediate response for general enquiries compared to sending in an email. It also means that new clients can take that first step to getting to know more about our products, alot easier.
I highly recommend Focalscope for any company with high volume of email traffic.

Review Source: Capterra
 

Thomas from Rikki Tikki Company

October 2017

October 2017

I highly recommend FocalScope email ticket software. Easy to use and very reliable.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
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Pros

FocalScope is great ticket tool for customer service and support. It has great search functionality and it is easy to lookup the customer email and live chat history inside the application. I like the fact that the user experience is kind of similar to Outlook so we easily can get new staff up to speed with the system. I truly believe that FocalScope is one of the best ticket systems in the market. The 30 days free trial on the website makes it easy to evaluate the system.

Review Source: Capterra
 

Kenneth from Målaktier
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2017

October 2017

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

Ease-of-use

Functionality

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Customer Support

Value for Money

Ease-of-use
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Support

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.

Review Source: Capterra
 

Jesper from EGN Thailand
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

AWESOME email support system from FocalScope

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
Product Quality
Quality
Value for Money
Value
Support

Much easier to track customer engagement when using email, live chat and telephony.

Pros

The FocalScope ticket system is really awesome. It was very easy for my staff to adapt to the FocalScope software. The implementation was a breeze. FocalScope team is super helpful and also quick to understand our business requirements. Next phase we will also setup live chat and phone solution all within FocalScope. I highly recommend this system to anyone looking for a great ticket support system.

Review Source: Capterra
 

Sune from Nordic Publisher Group ApS
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

Very easy-to-use ticket support system from FocalScope

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We can service our customers faster and better. Easy to ensure all emails are replied in a timely manner.

Pros

We have tried other helpdesk tools in the market, before we found that right fit for us: FocalScope. It has been a true pleasure handling our workload in FocalScope. The system is very user-friendly and the look-and-feel is kind of similar to Microsoft Outlook, so we easy for all the staff to get used to the system. The system implementation was done in no time and FocalScope team was very helpful to ensure we got the maximum benefits out of the system. We will soon setup FocalScope live chat and call back function on our websites that is included in the product free of charge.

Review Source: Capterra
 

Benjamin from e-Gear.dk

May 2016

May 2016

Perfect support system for multi brand email ticket handling

Ease-of-use

Product Quality

Customer Support

Ease-of-use
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Support

FocalScope system is an excellent system for our team. We operate multiple brands in multiple languages. FocalScope enable us to handle both our individual email accounts as well as our shared email accounts seamless in an easy to use online platform. Thank you FocalScope team for all your support and for sharing with us best practice.

Review Source: Capterra
 

Ane from Dansk Skoleskak

December 2015

December 2015

Better communication with FocalScope

Ease-of-use

Product Quality

Customer Support

Ease-of-use
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Support

We recently started using FocalScope for our communication with members and customers and it has quickly proven its advantages.
We now have a much better overview of our correspondence and are able to track back in old conversations. This is very helpful when we have several employees answering incoming requests.
It also eliminates too much information flowing around in the organization ¿ it¿s very easy to give the right people access to relevant requests, so the rest avoid having to go through emails, that don¿t concern them.
It didn¿t take us long to get started with FocalScope, both for the administrator and the users. As a user, FocalScope is like opening their email client. If you know how to reply to an email, you know how to use FocalScope!

Review Source: Capterra
 

Anette from BHCF

November 2015

November 2015

Highly recommended system for email and live chat support

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I am familiar with the FocalScope system from my previous company. Therefore it was an easy decision for me to continue with the product in my new company. The look-and-feel of the FocalScope email ticket system is very similar to Microsoft Outlook - so very easy to adapt. FocalScope software is very flexible and easy to integration to other IT-systems. The FocalScope team is helpful and very responsive.

Review Source: Capterra
 

Søren from Choamaro

October 2015

October 2015

FocalScope is an excellent system for helpdesk and IT-support

Ease-of-use

Product Quality

Customer Support

Ease-of-use
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Support

FocalScope is a really great ticket system. Inside the platform I can handle all my client¿s email requests. Focalscope software prioritizes the tickets automatically, so the most important customers get serviced first. The platform is easy to use and easy to setup. The FocalScope team is very responsive for technical support. Keep up the good work FocalScope.

Review Source: Capterra
 

Mikael from Neslein

October 2015

October 2015

Smart online tool for email management

Ease-of-use

Product Quality

Customer Support

Ease-of-use
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Product Quality
Quality
Support

The FocalScope system is a great tool for email management. We also use the built-in jabber chat function for team collaboration. The search capabilities are amazing and we can do keyword search across email accounts and folders in the system. The FocalScope website has a lot of documentation and step-by-step guides, so it was easy to get started with the system.

Review Source: Capterra
 

Brian from Techmaster

October 2015

October 2015

FocalScope is an awesome helpdesk support system for online webshops

Ease-of-use

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Customer Support

Ease-of-use
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Support

My experience with FocalScope support system has been entirely positive and over a very long period of time. We started using FocalScope because it was inexpensive compared to other ticket solutions with a similarly features and functions.
The FocalScope system is a great tool for my online web shop. The FocalScope software gives me instant overview over outstanding service tickets and it is easy for me to flag priority emails. My team can do instant messaging linked to specific tickets in the system and we can also live chat with online visitors on our website.
I love the fact that FocalScope allow you to install a thick FocalScope client on your pc, that makes the user experience smooth and the system very fast. The tool is also great for me when I am travelling because I can access the system from any browser. I have also installed Focalscope App on my Android phone and I get push-notifications for any incoming email.
FocalScope support team is excellent and on their website you can find online user guides and videos.

Review Source: Capterra
 

Christian from Norveq

October 2015

October 2015

Great helpdesk tool

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

I strongly believe that FocalScope is one of the best helpdesk tools in the market. I tried a few other vendors but FocalScope was my preferred choice. The FocalScope system is fast and reliable and got all the functions I need to manage our customer support.

Review Source: Capterra
 

Chris from Luksuslamper.dk

September 2015

September 2015

Great email tool for online webshop

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

We have been using the FocalScope solution over a few years now and the tool is great for handling both our individual and shared email accounts.
Initially we started with the FocalScope system on our inhouse Microsoft SQL server. However as our company grow we found it was better to switch over to FocalScope cloud solution. That process was easy and smooth. The FocalScope support team managed the entire migration process for us perfectly.
What I really like about the FocalScope solution, is that it is a really fast web application. Also it is helpful that the system is able to auto detect if multiple agents attend to the same email ticket concurrently.
Thank you for the great tool FocalScope!

Review Source: Capterra
 

Martin from TopTours

September 2015

September 2015

The FocalScope email ticket solution is a WINNER

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

FocalScope is a great software package that includes email ticket, live chat, knowledgebase and more.
The FocalScope solution is clearly designed and developed by people who understand customer support in the travel industry. The FocalScope solution was recommended to me by one of our travel partners.
It was a very easy software system to get started with and the FocalScope support team was very responsive and helpful. My staff quickly picked up the use of the system and it helped that the look and feel of the system is similar to Microsoft Outlook.
I find the email ticketing function in FocalScope to be excellent and the SLA feature ensures my team responds quickly to all customer enquiries.
The FocalScope live chat function makes it easy for our customers to get in touch and chat with us online. The next function I am planning to implement for TopTours is the FocalScope customer satisfaction module.
FocalScope is a winner and I would highly recommend this tool to any company.

Review Source: Capterra