Email Management System | Customer Support Software

1328022638

1326187576

Take a Tour

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

Product Tour

Home

Product Tour

Next Feature ›

INTRODUCTION

EMAIL TICKETING

Ticketing

Automation

Rules & Routing

SLA

Training Mode

LIVE CHAT

MORE FEATURES

Intelligent Views

Global Search

Other Features

DASHBOARDS & REPORTS

MOBILE CLIENT

INTEGRATION

AD/LDAP

Telephony

Twitter

Thin Client

APIs

TECHNOLOGY

System Requirements

Enhanced Overview and Productivity with Intelligent Views

A core element that helps you better manage, track, and sort emails is how information is presented to you on the screen. FocalScope has customizable views and information sorting to help you overcome inbox clutter and focus on particular types of emails in both your personal and shared folders.

Duty-centric Views

Sharpen your focus between group and personal responsibilities with duty-centric views. Email tickets are mirrored to agents' personal folders the moment an agent is assigned or accepts a ticket from a group folder. Mirrored tickets are still visible in group folders, with the name of the attending agent next to it. This simplifies group duties and measurably increases productivity.

Clustered Views

To create an overview, it is necessary to see the amount of tickets from different perspectives. We have developed a number of standard views in FocalScope that give better insight and perspective. You can easily see the amount of email tickets per folder. You can also see the amount of email tickets per agent and per department. It has never been easier to see your support process at varying levels.

Email Read/Unread Status

We made read/unread email status a personal marker in the system. In this way, each employee keeps track of their own read/unread emails (in group-folders) without affecting the read status for other group agents. When an agent changes the read status for an email, the ticket history log records the action.

Agent View

Deliver unwavering support to your customers even when agents are out of action. Agent view helps supervisors monitor subordinates' personal folders (including sent folders) for assured quality interactions with customers. Additionally, access can be granted to an agents colleagues should they be out of commission. Your customers won't ever suffer a break in communication, should any agents be unavailable.

Real-time Replying Status

Help your entire office distinguish, at a glance, who is handling which emails. The being replied column shows (in real-time) the name of the agent who is responding to a ticket (configurable). This clarifies group responsibilities and eliminates potentially confusing multiple replies to customers, which makes your customer support operate more smoothly and reliably.

Simplified and Powerful Search Tools

We have included powerful search tools to help you find emails and tickets based on numerous search criteria. Locating older emails or emails pertaining to particular cases can be a frustrating experience in conventional email software. In FocalScope you can even save your commonly used search criteria for instantaneous future searches.

Sorting and Global Search

Find the interactions and information you need with smart search tools. Sorting helps you arrange emails by ticket number, from/to name, date sent/received and more. If sorting can't pinpoint what you're looking for, then the powerful global search can be used to deeply scan the database for specific details. You will no longer struggle to find what you are looking for.

SQL Full-text Search

Pinpoint specific text deep within the body of emails for first-time search hits. SQL full-text search capabilities are the result of emails being stored in an SQL database. Furthermore, you can perform searches with 'AND' or 'OR' logic This approach gives you unprecedented search penetration deep into the body text of emails to help you rapidly locate specific information.

Name and Domain Lookups

Locate past interactions with companies or individuals based on name and domain lookups. E.g., to find emails with a certain company, use the '@company' domain lookup. For individuals use the 'person@' name lookup. This makes finding specific interactions that bit easier.

Virtual Search-folders

Save your commonly used search criteria and dramatically speed up similar and recurrent searches. Virtual search folders save your frequently used search criteria as folders. The search results from the search criteria are displayed as the content of the folders, making the results instantly available without repeating the search. You save time and effort otherwise wasted recalibrating lookup criteria for commonly repeated searches.

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.

Smart Features That Reduce the Effort Involved in Your Daily Duties

This section includes a list of features that are not directly related to email management. These features were designed to improve team collaboration, simplify and secure information storage and sharing, optimize personal and group schedule management, and much more.

Document Center

Replace your aging FTP servers with a simple and secure file management system. The document center lets you upload, share and manage file access with the greatest of ease, for both personal and group data. You can send customers a secure link via email to download forms that are stored in the document center.

Company files and documents are safely stored on the server, as opposed to personnel's' PC's or Laptops where damage and theft can lead to data loss. With all this functionality you can rest assured knowing your corporate data is safely stored, yet conveniently accessible.

Secure Internal IM

Provide your team with the right tools for proper collaboration. Instant messaging allows your agents to correspond with each other regarding any ticket or issue. The cross-pollination of knowledge and experience improves team dynamics, raising the collective skill of the entire team. This process sharpens the skills of your team, and improves your customer support, which help your business grow.

Multiple RSS Feeds

Supply your teams with information that helps them excel in their fields. RSS feeds let you feed information to specified groups. The feed(s) can contain general information, such as news, or specific information related to customers, helping your team maintain good customer relations. RSS feeds are non-obtrusive and won't affect staff's productivity. Sharing relevant information with colleagues helps grow and develop your business.

System Message Feeds

Alert your staff to coming events so they can prepare adequately. The news ticker is used to broadcast persistent notices out to multiple groups regarding, e.g., scheduled server downtime, office refurbishing, or just a company dinner. You need no longer depend on word-of-mouth or chainmail to get a message out.

Task Management

Manage tasks with absolute clarity regarding progress, ownership, and deadlines. You can configure Task folders and subfolders to suit your needs. Due dates can be assigned to each task, and multilevel prioritization painting helps draws attention to critical tasks. Supervisors can also monitor tasks and receive progress updates; helping your team resolve tasks quickly and efficiently.

Global Contacts

In addition to personal contacts, FocalScope also uses global contacts. Global contacts is a repository holding every contact in your company for hassle-free access. You can import contacts from other email software in CSV file format or from your AD/LDAP environment. You can also create contact and email distribution lists. Global contacts ensures you never again have to struggle to find someone's contact details.

Calendars

Stay on top your schedule with corporate-grade scheduling tools. Multiple calendars support personal and group scheduling needs. Recurrent scheduling simplifies setting repeat events, while meeting reminders ensure you never forget about any looming appointments. Calendar entries are color coded for easy distinction, and multiple calendars can be overlaid for an overview.

or Sign up for a free-trial

Sign up and see what FocalScope can do for your customer support
Follow us on Twitter for the latest FocalScope news

TO RECEIVE NEWS AND PROMOTIONS

One-click Subscription

Knowledge Base White Papers Frequently Questions

Enhanced Overview and Productivity with Intelligent Views

Duty-centric Views

Clustered Views

Email Read/Unread Status

Agent View

Real-time Replying Status

Simplified and Powerful Search Tools

Sorting and Global Search

SQL Full-text Search

Name and Domain Lookups

Virtual Search-folders

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

Training Mode

The Mechanisms of Training Mode

Completion of Training Mode

Smart Features That Reduce the Effort Involved in Your Daily Duties

Document Center

Secure Internal IM

Multiple RSS Feeds

System Message Feeds

Task Management

Global Contacts

Calendars

PRODUCT

SERVICES

RESOURCES

OUR COMPANY

TO RECEIVE NEWS AND PROMOTIONS