Comments are off
Reach Out To Customers Through Your Website

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.

 

Comments are off
Improve Collaboration with Jabber Instant Messaging

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.

 

Comments are off
Using HotKeys To Boost Your Productivity

Empower your helpdesk team by providing a quick, easily customizable way to boost productivity with Global Hotkeys! FocalScope’s core functionality allows you to set up an unlimited variety of key combinations which allow your helpdesk agents to open webpages, accelerators, new emails, search queries or dynamically use data saved to the clipboard by pressing.

It’s truly a time-saver. Instead of scrolling through FocalScope’s already quick and convenient menus and buttons, for example you could simply type [CTRL] + [SHIFT] + [E] to open a new email. Or you can set up another Global Hot Key to use data save to the Window OS clipboard and insert it into a website.

 

Comments are off
Increase New Employee’s Productivity With Training Mode

Bringing on and training a new employee can be a daunting task for colleagues, supervisors and managers alike.  Typically, a new employee must be trained on the organization, the product or services, the corporate message and vision, policies and procedures and at times just good ol’ fashioned customer service.

First and foremost, FocalScope is designed to be an intuitive and familiar as possible to new and experienced users, to ensure quick uptake and adoption of the tool.  Any new user already acquainted with many of the world’s most popular email clients will instantly understand many of the basic functionality and features of FocalScope.  That means new employees will be up and helping customers in a minimal amount of time.

 

Comments are off
Replace Cumbersome FTP With Document Center In Three Easy Steps

Effective sharing of documents, information and media with your customers doesn’t have to be difficult! Previously, support teams have had to rely on one of several outdated methods, including:

  • Email. Any attachments over 1MB risks clogging you or your customers’ email system and/or being returned for being oversized. This is especially true if your customers are in remote locations or countries where the IT infrastructure is still developing.
  • Website. Help desk agents, frequently supporting a global client base on a 24-7 schedule, cannot wait for your IT team or graphic designers to upload to your corporate website. Certain support documents also may be on a “per request” basis or specified for a specific customer. Support materials need to be available for the customer immediately and easily customizable, without relying on your IT, graphics and/or marketing teams.
  • FTP. Most customers, even those who are tech-savvy, may not be familiar with FTP or have an FTP client. Most likely, it will require extra effort from your customers to access your information.

 

Comments are off
Receive Instant Alerts Using RSS Sources

You are a customer service manager and you are on the front-lines of your organization’s interaction with the market. It is critical that you are kept up-to-date on the current market situations, news, competitive activities and your own company’s statements, announcements and public relations. FocalScope offers you a convenient way to be updated by Really Simple Syndication (RSS) feeds, while not distracting from the core functions of your work and in an environment easily customized and controlled by the system administrator.

FocalScope offers this functionality right from the tool bar, next to the [Check Mail] and [Jabber] buttons, allowing you the quickest and most convenient way to remain current on fast-moving topics. Yet, while being easy to access, the RSS button is non-obtrusive to your core activities. There is also a news ticker, pulling the headlines from each of your unread RSS feeds and displaying them discreetly at the bottom of the FocalScope client!