FocalScope

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.

Pros: We have tried a few ticketing systems before we finally signed up with FocalScope. We got the FocalScope system recommended in our network and the system is by far the best system we have experienced for our business: travel.

Once you get the idea of the FocalScope software it is really easy to setup and configure. The system allows us to handle multiple clients all with different SLAs in the same platform. FocalScope allow us to create virtual folders as well - so it is easy to view the open tickets and on hold tickets in whatever consolidated form we like. It was easy for the team to get familiar with the tool. The dashboards are easy to setup and customize. All in all the system is great and the FocalScope team is very helpful and quickly answers our support questions.

Cons: The FocalScope is really great and so far we have not had any significant issues with the tool.

Pros: FocalScope is the go to software in the market for ticketing helpdesk and support software.

I really like the fact that FocalScope offers a single multi-channel support system to handle all major communication channels with our customers:

- Email

- Web chat

- Phone calls

- Social media

The FocalScope system implementation went smooth and the FocalScope team is very fast to help us with any kind of support.

I highly recommend FocalScope system to any company looking for great support and customer service application.

Cons: I only have positive experience with FocalScope.

Overall: The team behind FocalScooe is very helpful and has exceptional fast response time.

Pros: FocalScope software is really simple and easy to use. It has helped our service department to get a better overview and enable faster response time to customer inquiries. I like that the weekly traffic and performance report automatically is sent to my email inbox for easy access. The entire solution we have deployed on our own inhouse server. Whenever we need any help or support from FocalScope we get almost instant help. Keep up the good work FocalScope.

Cons: I have not found any issues or concerns. The FocalScope is very fast to assist us when we need any help.

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.

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.

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

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.

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

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.

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

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.

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.

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