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.

Step into your customers’ shoes

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.

Check info, solve issues on the fly

Anticipate customer needs, boost resolution

As emails, calls or messages come in, support agents can conveniently reference customer cards in FocalScope’s side panel. Even before responding, agents can pre-empt what customers are reaching out for, and already have an answer in mind.

Feel the impact of a unified customer view especially during real-time conversations, when agents can also check prior exchanges and internal notes left by colleagues while talking to the customer.

Understand your customers better, and get them wondering, “How do they know me so well?”

Perfect tool for streamlining dispute resolution 

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. 

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.

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.

Knowledge base

Help customers help themselves with FAQs and support articles.

Curious to see more?

Discover how you can use a unified customer card to deliver more personalised support.