FocalScope for Help Desks
Power up your Help Desk with FocalScope
Improve collaboration, automate workflows, and deliver superior customer experiences using FocalScope.
What is a Help Desk?
A Help Desk is a support function aimed at helping external (customers) or internal (employees) stakeholders get answers. Internal help desks are typically run by IT and HR departments. As requests come from multiple channels such as email, voice, live chat or social media, FocalScope keeps things organised by combining all conversations in a single platform.
Make the most of every call
Deliver efficient voice conversations
Phone support is the bread and butter of most help desks, and are critical for more challenging issues. It is the most critical channel to build rapport and trust with customers, and make them feel understood.
Set up a pleasant voice experience from the moment a customer dials your number, including announcements, phone trees, and phone surveys using text-to-speech IVRs. Like email, intelligent call routing help triage callers based on their intent, and automatically distributes calls fairly.
On the phone, agents can record call notes efficiently using dedicated pop-up forms based on the issue. For more complex troubleshooting, agents can convert the call into a ticket, or pin notes to existing ones for follow-up.
Knowledge base as a self-serve option
Help customers help themselves
More than 80% of customers prefer looking for answers on their own before reaching out. With a knowledge base, you can empower customers to find answers on their own, at their own time.
Create a branded online knowledge base that’s tailored to your brand identity, then stock it with useful articles. Customers get instant answers, while your team benefits from reduced request volumes.
Knowledge base articles can be external (for customers) or internal only (for employees). Articles are easy to share, allowing agents to conveniently send links instead of repeating themselves over and over. Chatbots can also pick up relevant topics for your website visitors.
Deliver superior customer experiences
Learn how leading companies use FocalScope to level-up their help desk capabilities, and achieve new business growth.
Easy report consolidation from multiple sources
“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
More productive teams with a fast, easy-to-use interface
“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
Explore help desk channels
Leverage FocalScope’s omnichannel platform to expand your help desk capabilities.
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.