FocalScope was designed and beta tested in collaboration
with a number of small to large companies, in various industries, to give
you the best possible email and live chat solution
Superior Chat Management for All Your Websites
Live chat support has in recent years become an expected option for many customers. Engaging with customers over live chat makes them feel appreciated and ever confident that help is just a click away, which boosts their loyalty. FocalScope gives you a flexible live chat solution that is sure to impress your clients and speed up your support delivery.
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Captivate your business audience with live chat and improve conversion rates and customer relations. Agents can engage in concurrent live chat sessions with multiple customers, thereby speedily resolving customer queries with precompiled standard responses containing common replies, instructions, and solutions. Short-keys help agents rapidly answer chat requests, and switch between/transfer open chats to other agents. Before an agent is overburdened (or if an enquiry requires a subject matter expert), the agent can transfer chats to available or higher skilled agents.
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Live Chat History and TranscriptsProvide your staff and customers with clear records of all live chat interactions. FocalScope logs and records all live chat conversation, for future reference. You can easily search for chats-of-interest, based on dates, keywords, and field data collected during the customer sign up process. Transcript dispatch lets you send customers a recording of their live chat session, via email. This gives them a reference of their chat, helping them attune their expectations accordingly. Unlimited Chat ChannelsExtend your geographical reach without moving your base. You can populate an unlimited number of your websites with live chat links and attend to concurrent chats emanating from multiple sites, all while sitting in one location. This offers you a scalable live chat solution to grow your presence and customer following. |
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Customizable Signup Forms and Live Chat TemplatesCustomize your live chat service to meet your company's needs. If you require customers to register prior to engaging in live chat, you can customize the signup-form data fields to gather the information you require. Select from multiple built-in live chat templates, or build your own templates, by using built-in fields, scripts, and business logic. Multilanguage Live Chat TemplatesConnect with customers by communicating with them in their native language. FocalScope supports Multilanguage live chat templates, which let you to extend your live chat reach out to any region, or country in the world. This helps you further grow your brand by providing live chat support for your branches located different language regions. |
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Live Chat SearchLocate information disclosed in any live chat session. If an agent forgets to note down details in a live chat, you can search for the information in the chat log using live chat search. This saves you the embarrassment of request information from customers, which they have already provided, and promotes your professional image. |
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Field AcceleratorsExperience full interoperability between FocalScope and your other business software. Field accelerators allow you to effortlessly look up and retrieve data from other software. E.g., you can use field data entered by customers (name, email, company name, and so on) to retrieve their full profile from your billing system. This eliminates having to switch between different systems and speeds up information lookups in your ecosystem. |
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Live Chat ReportingYou can only speculate as to how good your performance is when you don't have the raw numbers. FocalScope lets you generate reports to analyze live chat volumes, average response times, per agent live-chat interactions and much more. With the proper numbers, you can determine KPIs and further enhance your live chat support. Supervisors can also monitor live chat queues and interactions, (in real time) with dashboards. Dashboards display queue lengths, active sessions, response times, and estimated customer waiting time. This information can be streamed to your website to inform customers of waiting times during peak hours. Live chat reports and dashboards help you save costs by fine-tuning and optimizing your team's performance. |
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