Email Management System | Customer Support Software

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FocalScope was designed and beta tested in collaboration
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EMAIL TICKETING

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Better Customer Support Using Robust Email Management and Ticketing

Managing and organizing your email communications and customer queries are the two most critical disciplines to get right, if you are to build a strong rapport with your customers, and harness the full potential of your team. FocalScope provides you with powerful features and smart tools to handle your email communications and customer queries with the utmost efficiency and control.

Email Ticketing

Know the movement of every email in your company, with absolute certainty. FocalScope's email ticketing features ensure each email is assigned a ticket number, and has a perfect action history record. You need no longer rely on word-of-mouth, when you have the facts in full view.

Ticket History Log

Rest assured knowing every email ticket has a perfect audit trail. The comprehensive ticket history log records who read which ticket, how long they read it, what subsequent action(s) they took, or to whom the ticket was reassigned. This gives you a 100% nonrepudiation environment.

Personal and Group Email Management

Manage both individual and departmental email in a single system. Emails are collected from your mail server into the correct group/individual folders, based on email accounts and definable routing rules. The distinction between personal and group tickets gives you supremely organized email, and makes your team noticeably more efficient.

Email Threading

Save yourself the effort of puzzling together email conversations spread over your inbox and sent folders. Threads successively display back-and-forth messages under the topic email. You can also link or unlink messages from a topic email with a simple drag-and-drop. This makes communications over email organized and enjoyable again.

Ticket Ownership

Tickets can manually or automatically be (re)assigned an owner, depending on agent availability and skillset. Owned emails are mirrored to staff's my tickets folders. Everyone in the group can clearly see who is responsible for which tickets. You will never again have to second-guess who is responsible for a particular email or ticket.

Granular Email-interaction Controls

Control ticket interactions based on the roles and duties of staff. E.g., the billing group may be allowed to respond to sales-group tickets, but barred from reassigning sales tickets to other groups. Actions, such as reply, delete, forward, etc. can be controlled per individual user, thus providing a secure environment in which to handle emails.

Customizable Ticket States

Make perfect sense of your office email with custom ticket states. You can define custom states alongside the generic open, on hold and closed states. For in-depth analysis of your email, you can generate statistical reports based on ticket states. Sorting and tracking different kinds of emails will always be a breeze.

Assign Categories

Define custom, multilevel ticket categories for tagging tickets based on differentiating criteria. Tagging organizes emails by topic, improving your situational awareness and helping you locate and identify different types of emails. Properly organized email reduces the effort involved in your daily email communications.

Internal Notes

Attach instructions, extra information, or comments directly to tickets with internal notes (notes are not visible to customers). This way, you keep your team on top of matters and avoid the laborious process of forward emails and batches of carbon copies, just to keep matters on the move.

Discuss Ticket

Foster a collaborative approach in your team when it comes to problem solving. The discuss ticket feature allows an agent initiate a chat with a subject matter expert, for tickets that are beyond the scope of agent's knowledge. When agents have access work together collaboratively, they can resolve tough customer-queries quicker and more accurately.

Ticket Locking

Ensure your customers are not perplexed by multiple or dissimilar replies. When an agent is replying to a customer query, the system locks that ticket so only the attending agent can complete the response. This helps enhance your company's professional image.

From Address

Keep your responses crystal clear for your customers. When an agent replies to a ticket in a group folder, the from address is that of the group folder, not the agent's personal email address. This approach ensures subsequent replies from customers are again directed to the group folders for optimal response times.

Follow-up Flags with Notifications

Focus on pressing matters without forgetting to respond to suspended emails. Tickets can be placed out-of-sight using follow-up flags. Once the specified timer runs out, an, popup, email, or SMS draws your attention back to the shelved ticket. This reduces repeat enquiries from agitated customers demanding responses they never received.

Reminders

Do away with sticky notes used to remind you of emails you need to review. With ticket reminders, you can set a timer for any ticket, and the system will then alert you via email, popup, or SMS to review the suspended ticket. You will no longer forget to send that urgent quote request that arrived just before you left for lunch.

Ticket Backlogs

See clearly, which tickets fell through the cracks during high volume periods. Instead of getting lost under a new batch of queries, missed tickets can be mirrored to customizable backlog folders for priority attention. This saves you the headache of dealing with resubmissions from angry customers.

Tasks and Events from Tickets

Keep your team on-track with tasks and calendar events directly derived from email tickets. Producing tasks and events from tickets is much more intuitive than trying to activate a feature buried deeply in a series of dropdown menus.

Multilanguage Support

Localize FocalScope to suit your language requirements, or simply double check your spelling in your second language. FocalScope gives you Multilanguage support, right out of the box. You will never need to second-guess yourself again in a non-native language.

Factory-like Productivity Combined with a Personal Touch

Email support involves some repetitive and time-consuming actions. If the system can automatically perform these actions, the strain on your agents reduces, allowing them to focus on more pressing matters. FocalScope includes an array of automation tools to take care of menial and often time-consuming tasks that tire out your team and reduce their efficiency.

Accelerators and Macros

Simplify repetitive and time-consuming actions once and for all. Accelerators are macros that record numerous actions and reduce them to single-click operations. Whether you want to translate an email, or stream FocalScope email data to your other business software (data pipelines) for profile lookups, and further processing, accelerators will save you a lot time and effort.

Standard Response Templates and Libraries

Ensure peak productivity when responding to common customer-queries. Standard response templates are prewritten emails used for consistent and lightning-fast responses to frequent enquiries. You can save an unlimited amount of responses in the response library. Using this feature yields substantial increases in first-contact resolutions.

Personalize with Placeholders

Give that added human touch to your standard and auto-responses. Placeholders can be used to add the attending agent's name, customer's name, SLA timeframes, etc. to any standard or auto-response. This adds a comforting human element that will noticeably enhance your customer relations.

Auto-responses

Solve more customer issues and answer more queries, without any extra effort on your part. Auto-responses are automatically dispatched by the system and can inform customers of FAQs and solutions, company office hours, their ticket number and SLA timeframes, even when nobody is at the office to respond.

Optimized Email Distribution for Maximum Workload Coverage

FocalScope can automatically distribute and assign emails and tickets to agents based on customizable routing rules. In conventional email software, email sorting and assignment are normally performed by people. This makes the process time-consuming, and prone to human error.

Ticket Queues

Alleviate the strain on your support team with workload balancing. Ticket queues automatically keep agents stocked with tickets as new tickets arrive. You can specify a maximum queue length to keep from overburdening agents. You can also broadcast KPIs from ticket queues to the FocalScope dashboard for supervisors to monitor. This approach ensures optimal workload coverage, which sees you going home on time more often.

Timeouts and Redistribution

Improve customer relations and shorten ticket resolution times with ticket timeouts and recycling. If an agent fails to respond to a ticket in their queue, within a predefined time, the ticket times-out based a set timer, an entry is recorded in the history log, and finally the ticket gets recycled and presented to the next available agent.

Flexible Email Processing Rules

Spare yourself and your team the labor associated with manually sorting and routing emails. Email processing rules allow routing of tickets based on specific criteria (distribution lists, sender name, subject keywords or substrings, etc.), and will deliver incoming email tickets to the designated individuals and departments. You will not be wasting time passing on misdirected emails anymore.

Keyword Triggers

Receive automatic, real-time alerts for emails containing information of interest. Keyword triggers detect specified keywords in emails, and notify you via email, popup, or alert for every match. You will capitalize faster on any warm sales leads and stay alert on urgent messages. Keyword triggers also help you with compliance and maintaining professional responses from your team at all times.

SLA Awareness Ensures Your Support Never Skips a Beat

Service Level Agreements are becoming more prominent these days, with some industries often demanding them. Your adherence to SLA timeframes can make or break your continued relationships with your customers. The adaptive SLA engine in FocalScope will keep your team focused on and informed (in real-time) of all SLA tasks, timeframes, and ticket escalations.

Flexible SLA Engine

Stay on top of your SLA-dependent tasks and grow your company's professional credibility. FocalScope's SLA engine can handle multiple SLA profiles at once. You can combine SLAs with work-hour profiles for intelligent calculation of ticket aging and ticket escalation routines. This helps you build your companies credibility and improves your bottom line.

Concise and Real-time Information

Watch your team work together better than ever before. With more staff working together to spot and attend to tickets in the ticketboxes, ticket drop-rates reduce dramatically while resolution times improve. A homogenous and collaboration-centric approach provides the best results for your company.

Early SLA Alerts

Escalating SLA tickets often require urgent attention from key personnel. SLA alerts notify these individuals, before tickets reach critical escalation levels. Escalation alerts can be sent via email, popup, alert or SMS and the system can mirror tickets to specified folders. This means fewer headaches for you to deal with that result from tickets breaching SLA timeframes.

Real-time Agent Activity Feeds

Know exactly which personnel you have at your disposal when the office rush hour strikes. Activity tracking will feed information to the entire office regarding the whereabouts of all staff. Whether someone is on lunch, engaged with a customer, or ready for action, you will always find available hands.

Non-repudiation

When you have perfect records showing how your company is performing, and meeting SLA deadlines, you can improve relations with customers and win over new ones, by showing hard evidence of your commitment to excellence. This helps you retain and grow your customer base, improving your bottom line.

Aging Folders

Keep an eye on expiring deadlines before they affect customer relations. Aging folders display mirrored tickets that triggered the aging parameters (configured in minutes, hours, or days), so you can clearly see which tickets require swift intervention. This approach drastically reduces deadlines breaches and thus reduces disgruntled customers.

SLA Metrics and Reporting

Correct deficiencies in your SLA performance before they tarnish your image. SLA metrics and reports let managers clearly see average ticket escalation levels reached upon resolution, the total SLA tickets received and processed per given period, and much more. Your confidence grows when you rely on hard numbers.

On-the-job Employee Training, Without Any Risk to Your Image

Getting new agents up to speed and able to perform in accordance with compliance protocols can be a challenge for even large companies. FocalScope is the first email and help desk system to offer a built-in training mode that lets new agents gain on-the-job experience, without any risk to your customer relations or your professional image.

Training Mode

Smooth out the bumps in the road normally associated with getting new employees up to speed. Training mode is an industry first and allows new employees to gain first-hand experience, which can only be done on the job. This greatly reduces the catch-up time for new agents, and at the same time maintains your hard-won relationships with your customers.

The Mechanisms of Training Mode

When a trainee's account is placed in training mode, a more experienced agent (supervisor) is placed between the trainee and your customers. All emails responses from the trainee to the customer are inspected and corrected by the supervisor, in real time, without the customer being aware of this process on their end. All corrections made by the supervisor to the trainee's responses are reflected back to the trainee for educational purposes (optional).

Completion of Training Mode

Once the trainee is capable of responding to customers with the required etiquette and skill, the now successfully trained agent's account can have the training mode disabled. The agent can now take their place alongside their colleagues and perform their duties in a professional and efficient manner.

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Knowledge Base White Papers Frequently Questions

Better Customer Support Using Robust Email Management and Ticketing

Email Ticketing

Ticket History Log

Personal and Group Email Management

Email Threading

Ticket Ownership

Granular Email-interaction Controls

Customizable Ticket States

Assign Categories

Internal Notes

Discuss Ticket

Ticket Locking

From Address

Follow-up Flags with Notifications

Reminders

Ticket Backlogs

Tasks and Events from Tickets

Multilanguage Support

Factory-like Productivity Combined with a Personal Touch

Accelerators and Macros

Standard Response Templates and Libraries

Personalize with Placeholders

Auto-responses

Optimized Email Distribution for Maximum Workload Coverage

Ticket Queues

Timeouts and Redistribution

Flexible Email Processing Rules

Keyword Triggers

SLA Awareness Ensures Your Support Never Skips a Beat

Flexible SLA Engine

Concise and Real-time Information

Early SLA Alerts

Real-time Agent Activity Feeds

Non-repudiation

Aging Folders

SLA Metrics and Reporting

On-the-job Employee Training, Without Any Risk to Your Image

Training Mode

The Mechanisms of Training Mode

Completion of Training Mode

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