FocalScope is a feature-rich live chat software that helps in converting your website visitors into customers. With amazing pre-built templates and customizable live chat signup forms, FocalScope helps you impress your visitors from the word go. The canned or predefined chat responses make it easier for your agents to reply to your visitors. The FocalScope Intelligent live chat tool makes sure that the right agent gets to chat to the right visitor based on their skill set and experience. Reply to your customers across different platforms like Live Chat, Twitter, Facebook and Phone, all from one place. With FocalScope, you can transfer chat from one agent to another with just a single click.
|Support||24/7 (Live rep)||Customer Type||Medium Business Small Business|
|API||Contact||USA / +1 (562) 661-8143|
|Deployment||SaaS/Web/Cloud Installed - Windows||Category||Live Chat Software Call Center Software|
Per agent per month
Per month per agent
Per month per agent
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Disclaimer: The pricing details were last updated on 10/04/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
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.
Overall: FocalScope is helping us to make our operation more efficient.
E-mails ticket can be easily shared with any client. it's gives opportunity to access the software as a web system. the reporting feature are very easy to use. we can also save recording session of any client. e-mails response is very fast.
I was firstly having implementation issue of this tool in my industry but that was solved by the customer service of this too when we contacted them about our problem. Also pricing of this tool is a little bit high but I think for big industries it does a great work and also it would be worth of the price for bid industries.
excellent app for e-mail management so it is highly recommended by me.
In this software e-mails response is very fast and I've used this tool in my industry for emailing to the customers and e-mail management but as pricing of this tool was, I've recently switched to another software.
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)
- Live Chat
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
- 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.
Pros: We only have good things to say about FocalScope. The system was very easy to implement and it was easy for the organization to adapt to the live chat and email ticketing system. I like the fact that system allow us to engage with our customer efficiently. The reporting and dashboards in the tool are easy to setup and understand. The reports get sent to us automatically from the system so our managers can monitor workload and staff performance. Great software and support from FocalScope.
Cons: We have nothing bad to say about FocalScope. It has improved our operation. We highly recommend this tool.
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:
- 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.