A unified view of all customer interactions, past and present
FocalScope’s built-in customer card captures and records all interactions and internal notes across every channel. With a comprehensive shared view of your customers’ interaction history, likes and dislikes, support agents are empowered to provide more personalised care.
Focus on customers to drive business growth
Meet FocalScope’s universal customer card: A one-stop shop for all customer information, prior interactions, and internal notes, conveniently located in the system’s sidebar.
For every interaction that takes place, across all channels and sub-brands, FocalScope automatically picks it up and makes the information easily accessible under each card. Agents can add to the context by pinning helpful details such as customer traits, preferences and common requests.
Enhanced traceability for quality checks
As conversations with a single customer can take place on different channels, FocalScope’s customer card keeps all interactions organised in chronological order. This makes quality checks and dispute resolutions that much more convenient.
With everything in one place, supervisors and managers can simply trace back conversations and handling history to troubleshoot issues and pin-point where improvements are needed.
FocalScope for Manufacturing
“FocalScope is a great email tool to handle shared email accounts. Better teamwork and more transparent overview of all our shared inboxes. FocalScope is similar to Outlook so it is a piece of cake for staff to adapt to it. The entire solution is built on Microsoft SQL, a big advantage for us in terms of consolidating reporting data from multiple sources.
Live chat allows customers to easily contact us for an almost immediate response. It is much easier for new clients to take that first step in getting to know more about our products.”
General Manager, PJ Diesel
FocalScope for Help Desks
“Brilliant email management system from FocalScope. More productive team. Faster response time on emails. Track SLA for email handling.
I have used FocalScope for years, so I know the system very well and it is truly amazing. It is so simple and flexible to use. Our staff enjoy using it because the user-interface is similar to Outlook, and it’s easy for us to on board new agents. I highly recommend this software tool to any company that is serious about customer service and efficient email management.”
System Manager, Maalaktier
FocalScope for Travel
“FocalScope is clearly designed and developed by people who understand customer support in the travel industry. This is the best software I have seen in the market for email management, live chat and telephony. It’s all seamlessly connected. It’s flexible. Best of all, it is integrated to Amadeus.
With FocalScope, we have seen that we can provide faster response times to our customers, have better overview of the email flow, and work side by side in more office locations. FocalScope is a winner and I would highly recommend this tool to any company.”
Founder, Top Tours
FocalScope for Logistics
“We were impressed to hear FocalScope could be integrated with our existing software ecosystem, which enabled us to connect different systems together seamlessly. As a customer support tool, it helps our staff better communicate with each other and our customers.
The FocalScope team is amazing. In addition to providing a smooth implementation, they share best practices and help us to get maximum benefits out of the system.”
Managing Director, Network Courier
Shared customer view across all channels
FocalScope displays the customer card on a side panel within the interface itself. Without switching tabs, agents can view information right away as they tend to customer requests. Browse channels below.
Handle millions of emails accurately and efficiently every day.
Flexible and scalable telephony system for big and small businesses.
Live chat and bots
Interact with website visitors in real time and boost conversion.
Message customers via SMS, Telegram, WhatsApp, Facebook.
Help customers help themselves with FAQs and support articles.