FocalScope

RATING:

5.0

(28)

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

SMALL CLOUD: $ 9 Per Agent Per Month CLOUD: $ 39 Per Month Per Agent ON-PREMISE: $ 39 Per Month Per Agent

Starting price: 

$9.00 per month

Free trial: 

Available

Free version: 

Available

FocalScope workspace

FocalScope Reviews

Overall Rating

5.0

Ratings Breakdown

Secondary Ratings

Ease-of-use

5

Customer Support

5

Value for money

5

Functionality

5

Most Helpful Reviews for FocalScope

1 - 5 of 28 Reviews

Ismadi

Telecommunications, 1,001-5,000 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

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.

Frank

E-Learning, 2-10 employees

Used daily for less than 6 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed April 2023

FocalScope makes everything much easier, saving time as well as ensuring consistency

I guess most of us have experienced working with Outlook / Exchange handling large amounts of mails from customers, prospects, affiliate partners, suppliers, etc. with long email threads, several employees involved, and over time the mails just accumulate in many folders. With FocalScope it was so easy to just get started ingesting our existing large amount of mails, immediately save time and have our tickets/emails handled in a more consistent way.

PROS

So easy to get started with FocalScope and so many useful features, like:Automated handling of tickets assignment, presentation, placement in folders, etc.Multiple definitions for working hours, SLA levels with actions such as colour highlighting categorisation, assignment to employees.Great internal chat and note taking features to collaborate on tickets.With the integration of WhatsApp and phonecalls and chat's from one's own website all the channels of communication can just be handled in FocalScope.

CONS

I did not really see any cons, perhaps because we were used to just use Outlook/Exchange and FocalScope just stepped in with all features that was lacking and which we needed.

Reason for choosing FocalScope

SalesForce is certainly a full-fledged product. However, it also comes at a very high price point. I feel that that FocalScope has the powerful features we need at a much more reasonable price, and there are even functions such as the advanced reporting and dashboards that we are only starting to dip into.

Morten

Retail, 5,001-10,000 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

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

Internet, 11-50 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

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

Leisure, Travel & Tourism, 1,001-5,000 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

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.