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Wat is FocalScope?

Webgebaseerde oplossing voor livechat en ticketinghelpdesk die de gebruikers ondersteunt om grote hoeveelheden e-mails te beheren en klantenservice van hoge kwaliteit te bieden. Vertrouwd door bedrijven zoals Radisson, American Express en DHL om reactietijden te verkorten en hun klantenondersteuning naar een hoger niveau te brengen. Optie om als een interne serverinstallatie te implementeren op basis van Microsoft SQL. Multichannel ondersteuning met SLA, dashboards en rapportage. 24/7 wereldwijde ondersteuning. Probeer het gratis.

Wie gebruikt FocalScope?

Voor bedrijven in het MKB tot grote ondernemingen op zoek naar een krachtige, gebruiksvriendelijke oplossing voor e-mailticketbeheer en livechat op basis van Microsoft SQL. Je beslist zelf of je de voorkeur geeft aan een cloudgebaseerde of lokale serveroplossing.

FocalScope Software - 1

Twijfels over FocalScope? Vergelijk met een populair alternatief

FocalScope

FocalScope

5,0 (28)
US$ 9,00
maand
Gratis versie
Gratis proefversie
93
8
5,0 (28)
5,0 (28)
5,0 (28)
VS.
Beginprijs
Prijsopties
Functies
Integraties
Gebruiksgemak
Prijs-kwaliteitverhouding
Klantenservice
US$ 25,00
maand
Gratis versie
Gratis proefversie
199
22
4,1 (755)
4,1 (755)
4,2 (755)
Groene beoordelingsbalken geven het winnende product aan, op basis van de gemiddelde beoordeling en het aantal reviews.

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Reviews over FocalScope

Gemiddelde score

In totaal
5,0
Gebruiksgemak
5,0
Klantenservice
5,0
Functies
5,0
Prijs-kwaliteitverhouding
5,0

Reviews op basis van bedrijfsgrootte (werknemers)

  • <50
  • 51-200
  • 201-1.000
  • >1.001

Reviews zoeken op score

5
100%
Ismadi
Assistant Director- Customer Retention in Singapore
Telecommunicatie, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Fantastic support software from FocalScope for contact center requirements (email and phone channel)

5,0 6 jaar geleden

Opmerkingen: Increased productivity . Better customer service engagement. Real-time reports and dashboards.

Pluspunten:

FocalScope offer you to access the software as a web based system or you can install the FocalScope desktop client version. The interface is smooth and very easy for staff to navigate. Email tickets can be easily shared by the agents and it is easy for staff to view customer interaction across the channels. FocalScope increases productivity dramatically. The learning curve to use FocalScope is almost nothing. It is that easy. Reporting is very nice and every super user can make their own reports. They can then easily put them on their dashboard. The reporting features are rich and easy to personalize. Best of all the reports can all be scheduled and sent to your email inbox in Excel format automatically. For the call center features I really like the fact that we can monitor the campaigns first hand and perform quality checks in real time. We can drill down on individual call recording sessions for review and quality assurance. All in all FocalScope give us a superb platform to manage phone conversations as well as emails.

Minpunten:

Nothing bad to say so far. We really enjoy the application and we highly recommend the FocalScope system for any contact center requirements.

Frank
Co-founder, IT development & operations in Singapore
E-learning, 2-10 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

FocalScope makes everything much easier, saving time as well as ensuring consistency

5,0 vorig jaar

Opmerkingen: I guess most of us have experienced working with Outlook / Exchange handling large amounts of mails from customers, prospects, affiliate partners, suppliers, etc. with long email threads, several employees involved, and over time the mails just accumulate in many folders. With FocalScope it was so easy to just get started ingesting our existing large amount of mails, immediately save time and have our tickets/emails handled in a more consistent way.

Pluspunten:

So easy to get started with FocalScope and so many useful features, like:Automated handling of tickets assignment, presentation, placement in folders, etc.Multiple definitions for working hours, SLA levels with actions such as colour highlighting categorisation, assignment to employees.Great internal chat and note taking features to collaborate on tickets.With the integration of WhatsApp and phonecalls and chat's from one's own website all the channels of communication can just be handled in FocalScope.

Minpunten:

I did not really see any cons, perhaps because we were used to just use Outlook/Exchange and FocalScope just stepped in with all features that was lacking and which we needed.

Morten
Lead Customer Service in Denemarken
Detailhandel, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

FocalScope Call Center and Ticket System is AWESOME

5,0 5 jaar geleden

Pluspunten:

What I really like about the FocalScope software system allow us to manage all our customer communication channels within one application. FocalScope enable us to setup channels for: - Telephony ( call center) - Email - Live Chat - 2-way-sms - Facebook The most important channel for us is telephony. What I really like about the FocalScope Call Center system is that I can manage our customer service team and all our +60+ retail outlets from within the same single software system. It is very easy to setup: - Call flows - IVR - Operating hours - Phone queues - Agent pop up window to add text comments to the call - Greetings and waiting music I like the fact that the system gives us a full call log and option to record all phone conversations. The wall boards and reporting makes it easy for us to monitor the performance and our service levels. The email ticketing is very straight forward to use and also give us service levels, reporting and wall boards. Live chat works the same way but in real time located on our websites. The support team at FocalScope is super friendly and always very fast to help us with any inquiry.

Minpunten:

I highly recommend the FocalScope system. Thumbs up.

arvid
Director in Denemarken
Internet, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

User friendly interface that is easy to navigate

5,0 5 jaar geleden

Opmerkingen: FocalScope is helping us to make our operation more efficient.

Pluspunten:

FocalScope offers a user friendly interface that is easy to navigate and customise to suit your needs. It also provides data on SLAs which is very useful in determining whether we as a company are meeting our agreed upon turnaround to our customers. With the live chat function, we feel there is the added human touch where our customers can easily get in touch with our staff to address their needs. The ticket numbers allocated for every correspondence makes follow up with our customers a breeze and is able to streamline our cases when we need to search for an email. We would recommend FocalScope to the small and big businesses, alike, as it makes managing communication with customers alot easier which results in quick resolution.

Minpunten:

We found a few smaller issues with the software, but FocalScope was very quick to resolve.

Mario
IT consultant in Brazilië
Vrije tijd, reizen en toerisme, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

We are BIG FAN of FocalScope email ticketing system

5,0 5 jaar geleden

Pluspunten:

We are big fan of FocalScope and it is very easy for our staff to adapt to the system. The user interface is easy to navigate and is kind of similar to Microsoft Outlook. FocalScope system keeps track of the shared email communication with our customers in email threads and each tread also get ticket id and agent responsible. FocalScope also allow us to classify each ticket as open, on hold or closed. We keep expanding using this tool in new teams and departments. The FocalScope system helps us to measure and keep track of our customer email response time and also track our SLA. The FocalScope reporting and dashboards is very easy to configure and modify to suit our requirements. We highly recommend this software to any organization that value good customer service.

Minpunten:

So far all good and we only experienced some minor issue that was all fixed promptly.