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AI-driven knowledge base for effortless customer self-service

AI knowledge base provides instant, accurate answers so customers help themselves, agents focus on high-value work, and your team gains clear insights from every interaction.

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NEW: Explore FocalScope AI capabilities →

Share knowledge on your online customer portal

Give customers, employees, and partners the information they need – instantly, with AI.
FocalScope makes it easy to create, manage, and share knowledge base articles across all channels.

Quick and easy set-up

Create one or more customer portals that speaks to your brands. Fill it up with articles and start helping customers right away.

Self-help round the clock

Empower customers to help themselves online during any time of day, so they can get instant support on their own, and at their own pace. 

Decrease ticket volume

Self-help and knowledge bases reduce ticket volume by 40% on average. Let agents use their skills on more complex enquiries instead. 

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Global search

Allow customers to search the entire knowledge base for articles using free-text and keywords.

Increase organic traffic

Boost your SEO and rankings, driving a new stream of traffic to your website.

Viewership analytics

Monitor search terms and article viewership to identify gaps in your knowledge base.

Self-service portal for customers

Instant answers online

Customers often search for answers on their own before reaching out by email, chat, or phone. Make it easy for them to find what they need while reducing ticket volume.

  • Start with a pre-built template and customise it to match your company’s branding.
  • Within FocalScope, create, edit, or retire articles and publish updates directly to your customer portal.
  • Upload images, videos, tables, and links to enhance content.
  • Share articles through email and live chat. AI-powered chatbots can suggest relevant content automatically.
  • Add contact forms at the end of each article and let FocalScope automatically route tickets to the right team.
Internal knowledge base for employees

Your team’s collective memory, all in one place

Leverage FocalScope’s knowledge base for your employees, and use it as an internal one-stop shop for agents to look up information quickly and accurately when customers ask for it.

Knowledge bases are great for documenting standard operating procedures (SOPs), call scripts, best practices, and more. With it, you can preserve valuable information across the company, supplement learning with universal training material, and build a library of valuable resources for all employees. 

FocalScope for Ecommerce

“Whiteaway is a white goods provider. Through several online shops, franchises, and wholesalers, we supply appliances. We have tried other helpdesk software, but FocalScope fits us better. It looks and feels like an email system and enables us to run multiple online web shops in one solution.

After going live with FocalScope, we have seen a greater conversion rate on our website. We attribute this to having our sales people engage directly with customers on live chat.”

Esben A.
CEO, Whiteaway.com

FocalScope for Logistics

“We have been with FocalScope for more than 10 years and it has been a great journey. The ability to prioritize and auto-distribute emails to teams and agents give us a substantially improved workflow. FocalScope looks and feels similar to Outlook, making it very user-friendly.

We keep rolling out the software to new teams while FocalScope continuously expands with new features.”

Anders U.
Project Manager, DHL

FocalScope for Publishers

“I love the fact that we can consolidate all our brands in one customer support system. FocalScope enables us to handle emails based on priority and automation rules. We can later obtain statistics for all customer-agent interactions and review our agent performance. Great product.”

Britta J.
Customer Service Chief, Aller Media

FocalScope for Hospitality

“FocalScope is made for our industry. Our room reservation department now saves a lot of time thanks to the improved efficiency, and it took just two days for the FocalScope installation to go live.”

Rolf L.
IT Chief, Radisson Blu

View all customer stories

Do everything in one, unified platform

Reinvent your approach to omnichannel customer service, and boost customer satisfaction.

Email ticketing

Handle millions of emails accurately and efficiently every day.

Voice

Flexible and scalable telephony system for big and small businesses.

Live chat and bots

Interact with website visitors in real time and boost conversion.

Social media

Message customers via SMS, Telegram, WhatsApp, Facebook.

Ready to do extraordinary things?

Take FocalScope for a spin, or contact us to schedule a guided session.

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