Message Scope

The Essential Customer Care Solution for the Online Business

Message Scope provides clear visibility into your digital messaging operations, so you can effectively answer any questions about lost or delayed email or text messages, spam incidents or other message-related problems.

The Visibility To Solve Problems Immediately

Quickly responding to customer service requests and complaints is essential to keep your business running successfully. And, how you handle those calls can make the difference between satisfied, brand-loyal customers, or unhappy customers ready to take their business elsewhere. Message Scope provides instant access to the information you need to quickly answer customer questions about digital communications – whether those questions are about spam, lost email or problems with SMS and MMS messages.

Elevate Your Customer Care

With its web-based interface and fast search capabilities, Message Scope empowers your customer care reps with precise insight into the origination, delivery and disposition of your email and text messages. It's easy to access information about individual messages or specific topics, and pull up messages by type (email, SMS or MMS) or across a date range to determine if they have been delivered, blocked, bounced or misdirected. You can easily resend messages too, if needed.

Message Scope In Action

1. Subscriber receives spam.
2. Sends complaint.
3. Customer rep uses Message Scope to:
   • Access and quickly identify message in question using natural language search.
   • Identify the root cause of the issue.
4. Rep prevents recurrence by blacklisting all messages from the offending domain, now blocked in Momentum.
5. Rep responds to subscriber to explain that the issue has been resolved.

Instant Information for Superior Customer Care

Improve Service Levels

Solve delivery issues, find missing messages, and address abuse and other message errors in real time.

Speed Issue Resolution

Immediately recover and resend messages in cases of non-receipt, misdirection or mistaken deletion.

Drive Down Costs

Save time and money by eliminating the need to involve IT system administrators in customer email problems

Protect Privacy

Configure permission levels to restrict user access to sensitive message data such as credit card and social security numbers.

Address Root Causes

Use Message Scope to whitelist or blacklist to prevent problem recurrence, or escalate cases to let your anti-abuse team make determinations.

Empower Your Customer Reps

Message disposition data, the information you need to answer customer questions about email and text problems, is stored in transactional log files that bridge multiple systems. For ISPs, telecom carriers and large enterprises, resolving messaging problems required system administrators within the operations or IT department to manually read through these log files – an expensive and time-consuming process. Message Scope changes that equation. It automatically converts highly technical disposition data within message server logs into clearly understandable and actionable information, so you can empower your customer care reps to field calls and resolve messaging issues faster. With optimized indexing and intuitive search, your SysOps and IT people no longer have to get involved. Your customer care reps have all the information they need to respond to any email or SMS issue — usually in real-time while a call is underway.