FocalScope

FocalScope is a cloud-based help desk solutions include email ticketing, survey management and a live chat tool. In practice that means turning support emails and chats into tickets with owners, priorities and SLAs.

The natural audience is support teams from two people to hundreds. Alongside the main category they mention Customer Service. As a very small product team themselves (1 to 10 people), they tend to serve customers of a similar scale best. You will probably talk to the people who build it, which is great until you need 24/7 support.

FocalScope is based in New York, New York and founded in 2007. More on focalscope.com.

Things worth asking about: channel coverage, automation rules, and per-agent pricing. Get the renewal terms in writing before the first invoice.

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