FocalScope is a SaaS platform offering omnichannel customer service. It allows businesses to manage communication across various channels like email, chat, and social media. Features include email ticketing, live chat, workflow customization, analytics, and a knowledge base. It integrates with platforms such as Microsoft and Google, supports flexible deployment, and is accessible from anywhere.
Features
Omnichannel platform
Provides seamless communication across multiple channels like email, live chat, and social media, all from one interface.
Email Ticketing
Turn customer emails into tickets to manage queries and responses efficiently.
Voice Integration
Integrate phone calls into the platform to provide voice support directly from the interface.
Unified Inbox
Centralizes all customer communications into one inbox for efficient management and response.
Social media
Manage and respond to social media messages directly from the FocalScope interface.
Workflow Customization
Allows customization of workflows to suit business needs and automate processes.
Knowledgebase
Create and maintain a repository of information and solutions for customer self-service and agent use.
Email ticketing
Allows users to manage and respond to customer queries via email in an organized ticketing system.
Live chat
Provides real-time chat support for customer service representatives to interact with customers on the website.
Chatbots
Automates responses to common queries using AI, freeing up human agents for more complex issues.
Knowledge base
A repository of information and resources accessible to users for self-help.
Routing, queues and SLA
Automates the distribution of tickets to agents, manages queues, and ensures adherence to service level agreements.
Dashboards and reporting
Offers detailed analytics and customizable dashboards to monitor performance metrics.
Integrations
Connects with various third-party applications to enhance functionality.