Many of today’s best performing companies manage and exceed their customers’ expectations by defining, measuring and adhering to Service Level Agreements (SLAs). Regardless of whether an SLA might be simple or complicated, FocalScope has designed the ability to incorporate your SLA requirements into its email and collaboration management systems.
SLAs are typically dependent on time references. For example, a company may commit to reply to a service ticket within 48 hours of receipt of email. Or, alternatively, the SLA might promise a reply within 48 business hours. Naturally, these two commitments, though similar in appearance, require vastly different time calculations. FocalScope has the built-in capability to set office hours for one or more helpdesk ticketboxes, also factoring in any number of pre-scheduled company events, holidays and time-zones. By attributing SLAs to a ticketbox, FocalScope is able to customize your calculations no matter how complicated your working hours are.
In many organizations, a large portion of inquiries from customers is typically commonly-asked-questions. In such cases, a Standard Response is an easy way for helpdesk agents to communicate with or reply to customers with highly-individualized replies, using only several clicks.
FocalScope allows you to easily create an unlimited amount of Standard Responses and store them in a similarly unlimited number of shared libraries. For example, you can create one Standard Response “master” library in the main Shared Folder and/or create separate libraries specifically for certain ticketboxes. FocalScope users can access the Standard Responses either from within an already-open email with a drop-down menu or directly from the library by right-clicking on the selected Standard Response.
Leverage your website and email as an even more interactive resource to your customers and end-users with FocalScope’s Live Chat. Live Chat functionality allows you to extend full instant messaging to customers through buttons on your website and/or through links inserted into emails. This feature comes as standard and your customers need only a web-browser to utilize it. And since Live Chat is fully integrated within FocalScope ecosystem, all chats are logged and searchable at any time.
For example, if your customer cannot find the help they need on your website, they simply click on a “Live Chat” button or tab that you can place anywhere on your website. This opens a window and starts a live online chat with an assigned or available helpdesk agent. Additionally, a helpdesk agent can insert a Live Chat link into an already ticketed email and encourage a customer to chat in real-time through Live Chat. Inserting the Live Chat link into an email is simply a click away. When/if the customer does chose to Live Chat with a helpdesk agent, the link contains “smart” features which will direct the Live Chat to the correct helpdesk agent and present him/her with all background information.
In today’s fast-paced business, your helpdesk agents need technology to get the job done as quickly as possible. FocalScope’s integrated Jabber client gives you and your team the tools to instantly communicate, share information, improve teamwork and maintain FocalScope’s ticket tracking and logging capabilities.
Until recently, if there was an issue that required a helpdesk agent to work with a colleague, he/she would need to make a phone call, lean over the cubicle, walk down the hall to have a one-on-one conversation or write a potentially lengthy email. Discussions between colleagues, however useful, could not be tracked and, if there were any concerns about the progress of a specific issue, supervisors or managers might have little information to review. Writing an email to explain the situation accurately, though properly logged, can require too much time. Instant messaging, built into the FocalScope solution, is an innovative solution to these dilemmas.