Supercharge your online presence with live chat
Meet customers virtually as they browse your website, when they are most engaged. Boost conversion rates and generate leads quickly with virtual conversations. Leverage chatbots for frequently asked questions and provide 24/7 support.
Drive customer engagement with live chat and chatbots
Answer questions, share promos, upsell your products.
Use chatbots to eliminate repetitive manual work.
Have pleasant conversations and resolve issues quickly.
One agent can handle multiple live chats simultaneously.
FocalScope makes live chat easy and enjoyable
Proactive live chat
Configure live chat widget to pop-up proactively as visitors browse your site.
Transfer or escalate chat sessions to other teams and departments with ease.
Create your own canned messages for the most commonly used responses.
FocalScope supports unlimited widgets across all your websites and brands.
Download chat transcripts
All sessions are automatically recorded and stored in FocalScope.
Tailor widget to your preferences or use our existing templates.
Use chatbots as your frontline helpers for basic topics, and direct customers to support articles in your knowledge base. When needed, the bot can transfer chat sessions to a human agent. Provide 24/7 support when agents are busy, or after office hours.
Universal customer card
View customer information, prior interactions and internal notes. Combine with integrations for deeper references such as past orders and total spend. It won’t matter who is assigned, because your entire support team will have the context before responding.
Shift summary (Night)
Active live chat sessions
Missed live chat sessions
Average handling time (mins)
How it works
Add live chat widgets to all your websites, across brands and locations, quickly and easily.
Customise the live chat widget according to your preferences and business needs.
Copy and paste the script into your website’s html code, on pages you want it to appear on.
Get chit chattin'
Start conversing with your website visitors. Make the most of our live chat features (below).
With live chat, we feel there is the added human touch where our customers can easily get in touch with our staff to address their needs.
Our winning live chat features
With new features added every month, FocalScope does more work so you can do less.
Chatbots answer basic FAQs, share support articles in your knowledge base, and transfer to agents when necessary. They provide support when agents are occupied, and outside of your business hours.
Proactive live chat
Enables the live chat widget to pop-up proactively as visitors are browsing your site. Offer support, share promotions and recommend products on your site.
Transfer or escalate chat sessions to other teams when needed, so customers can always get the help they need quickly.
Input operating hours
Set your office hours, so your chat widget goes into offline mode when no one is available. During this time, use chatbots to serve customers or let customer fill in a contact form.
Agents at full capacity
Trigger offline mode when agent capacity is full to limit customers’ wait time. Display offline mode, leave a contact form, or hide the chat widget entirely.
Agent online status
Agent availability status is visible across all channels. Supervisors can shift agents between live chat and other channels to balance the workload as required.
Users can type messages in their native language, and have it automatically translated to the customers’ preferred language with one click.
Customer file upload
FocalScope live chat allows your customers to send you files such as screenshots and payment receipts.
Create follow-up tickets
For more complex issues that can’t be resolved in a single live chat session, users can create follow-up tickets for further action or updates via email.
Chat transcripts are automatically recorded and stored in FocalScope under each customer card. A copy of the transcript can be emailed to customers easily.
Create message templates for the most commonly used answers. This way, agents can pick and choose from a list instead of typing out the same response each time.
Keep your customers informed with automatic responses and queue status while they wait for the next available agent.
Tag sessions with labels. Get an overview on common topics your customers are interested in, and run analytics for deeper insights.
Tailor widget according to your business needs. Adjust colours to match your brand. Customise forms and collect information you need from customers.
Connect as many widgets as you need. Useful for contact centers serving various customers, or for companies with multiple websites.
Embed webforms on your website for lead generation or newsletter mailing lists. Set the timing in which the webform will pop-up on visitors’ screens.
Agent display photo
Upload user display images and increase the personal touch to your messages. Enable customers to put a face to your customer support.
Supported on iOS and Android.
FocalScope enables automatic routing of live chat sessions to the right teams and agents based on availability and skills.
Define SLAs policies based on your customers. Configure alerts so FocalScope will warn you ahead of time, and ensure your SLAs are always met. Measure performance for reporting.
Customise Excel-based reports according to your business needs. Measure statistics such as chat traffic, average handling time, wait time and agent performance etc.
Customise your dashboard using pre-built templates. Get real-time insights on your team’s performance using live data. Manage your team remotely with ease.
Information on your customer such as contact details, prior interactions and internal notes. FocalScope can also pull additional information from your CRM or ERP systems via integrations.
Connect your favorite business apps like Shopify, Magento 2 etc. Display relevant customer data like open orders and shipments status within FocalScope live chat session.
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.”
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 Ecommerce
“FocalScope is a wonderful email and live chat solution. Emails are threaded and assigned ticket numbers automatically. I find it very smart that I can add internal notes to email tickets directly.
Live chat is easy to embed on our website and fully integrated with email ticketing. I like the fact we have all our channels in one software package. I only have good things to say about FocalScope: it is easy to use, constantly updated with new features and fast support.”
FocalScope for Contact Centers
“With FocalScope, we have finally got a modern platform that can easily scale. In addition, it is a big plus for us that the platform also allows us to expand our product range to our customers for the handling of emails, live chat, SMS, Facebook, etc.
We have found a perfect partner who is really good at listening to our wishes and requirements in order to constantly optimize our workflows.”
Mette Monty K.
Head of Department, Pronto Callcenter
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