FocalScope Reviews

“FocalScope simplifies tasks, saving time and ensuring consistency

Pros

Getting started with FocalScope is incredibly easy and it offers a wide range of useful features, such as automated ticket assignment, presentation, folder placement and more. I particularly appreciate the ability to customize working hours, SLA levels and actions like color coding, categorization and employee assignments. The internal chat and note taking features make collaboration seamless and with the integration of whatsapp, phone calls and live chats from our website, all our communication channels are effectively managed in one place.

Cons

I haven't noticed any cons so far. Perhaps this is because we were previously using Outlook/Exchange and Focal scope came in with all the features we were missing and needed.

“A top-notch system for live chat support

Pros

We're a small retail company with an online store and we're only using the Focalscope live chat system. It's simple to install and configure and the support team is incredibly responsive to our needs. They even connected remotely to help adjust some settings for us. We are very satisfied with the system.

Cons

We didnt have any issues with FocalScope up until now. The support team is incredibly responsive, providing quick assistance for any inquiries we have.

“Easy-to-navigate, user- interface

Pros

FocalScope provides a user friendly interface that's easy to navigate and customize. It also provides SLA tracking, which helps us ensure we are meeting our service goals. The live chat feature adds a personal touch allowing customers to quickly contact our team. The ticketing system is excellent for organizing communication, making it easy to follow up and search through past interactions. We recommend FocalScope to both small and large businesses for managing customer communications effectively.

Cons

While we experienced a few minor issues with the software, FocalScope resolved them very quickly and we haven't faced any further problems.

“Great for efficient live chat and email ticketing

Pros

We have had nothing but positive experiences with Focalscope. Implementation was so simple and adapting to the live chat and email ticketing system was simple for our team. I particularly like how efficiently it helps us engage with customers. The reporting and dashboards are userfriendly and they send reports automatically to our managers for monitoring staff performance and workload. FocalScope provides excellent software and support.

Cons

Really we do not have anything but positive things to say about FocalScope. It has significantly improved our operations and we highly recommend this tool to others.

“We're huge fans of FocalScope's email ticketing system

Pros

We're big fans of focalscope and it's very easy for our staff to adapt to the system. The user interface is intuitive, similar to microsoft outlook. It tracks email threads with customers, assigns ticket ids and identifies the responsible agent for each. The system allows us to categorize tickets as open, on hold, or closed. We've expanded the system to new teams and departments and it helps us measure response times and monitor SLAs. The reporting and dashboard features are highly customizable. We highly recommend focalscope to any company that values great customer service.

Cons

Everything has been running smoothly so far with only a few minor issues that were quickly resolved.

“Truly the best email ticketing solution for travel businesses

Pros

We had tried several ticketing systems before choosing FocalScope, and it's by far the best we've used for our travel business. Once you understand the software, it's simple to set up and configure. It allows us to manage multiple clients, each with their own SLAs, on the same platform. FocalScope lets us create virtual folders, making it easy to organize tickets. The team quickly adapted to the tool and the dashboards are highly customizable. Overall Focal Scope is a fantastic system and their support team is very responsive.

Cons

FocalScope has been a great tool for us and we haven't experienced any significant issues so far. It's been performing well overall.

“Ideal software for customer support needs

Pros

FocalScope is extremely simple and easy to use. It has helped our service department get a better overview and improve response times to customer inquiries. I appreciate the weekly traffic and performance reports that are automatically emailed to me for easy access. We have the system deployed on our own in house server, and the support from focalscope is almost immediate whenever we need assistance. Keep up the great work!

Cons

I dont have any concerns or problems with Focal scope. Whenever we need assistance, they are very fast and efficient in providing support.

“Excellent email ticketing system for international online operations

Pros

I love how easy FocalScope is to use, it has a user interface similar to Microsoft Outlook. We operate in a multi-country customer service environment and FocalScope fully supports our requirements. One feature I particularly appreciate is the built in live chat functionality, which helps us engage with clients in real time. The software has both PC and Mac desktop versions, and the implementation team is a pleasure to work with. FocalScope has helped us streamline customer service and respond quickly to inquiries. Big thanks to the team for delivering such a great system.

Cons

Our implementation of Focal scope went very smoothly and everything is functioning perfectly. We've had a positive experience so far, with nothing negative to mention.

“Outstanding support software from FocalScope for contact centers (email & phone)

Pros

FocalScope gives you the option to use the software as a web based system or install the desktop client. The interface is smooth and the staff finds it easy to navigate. Email tickets can be easily shared by agents, making it easy for staff to view customer interactions across all channels. Focal scope has dramatically increased our productivity and the learning curve is minimal. Reporting is highly customizable and each superuser can create their own reports and add them to their dashboard. Best of all, reports can be scheduled and sent automatically in Excel format. I also appreciate the call center features, such as real time campaign monitoring and quality checks. We can even review individual call recordings for quality assurance. All in all, FocalScope is an excellent platform for managing both phone and email communications.

Cons

We've had no issues with Focal Scope so far. It's been a great application to work with and we highly recommend it for any contact center needs.