Efficiency and timelines are the two core components based on which leaders evaluate their employees’ performance. However, relying on these factors may not be beneficial in long-run growth and productivity. Such a narrow perspective can lead to employees turning over and looking towards opportunities that promote growth and independence. Many leaders turn to core emotional intelligence components while evaluating their employee’s performance. These components assist in understanding the emotions and motivation beyond productivity, target efficiency and timeliness.  Many experts believe t ..read more

If you are a manager, you probably keep an eye on several metrics related to your business requirements. While trends and values are constantly evolving. You might wonder what these metrics mean and how it is going to influence the performance of your team.  However, the complexity of helpdesk performance metrics sometimes is hard to comprehend, which has chances of miscommunication that can hinder the overall performance of the customer support team.  So, it is important to have a clear understanding of the right metrics. This knowledge gives you and your team the confidence to make ..read more

In the world of customer support, where quick response is the key to successful customer support, a complete shift from reactive to proactive is underway. Now, imagine a world where helpdesk software doesn’t just address issues as they arise but also takes anticipatory and pre-emptive actions and resolves them before they impact users.  Do you know what we call it? We call it a proactive mindset. Yes! Getting prepared way before the problem arises and mending the issues before they reach the end users. Users depend heavily on the proactive service. As per Microsoft, 68% of the users favou ..read more

Dealing with customer complaints is very challenging, but there is no getting around it. You have to deal with it at some point. However, the key to tackling such complaints lies in customer engagement. This not only transforms the problems into opportunities but also bolsters the customer relationship and provides valuable insights to improve your customer experience.  Implementing a proper procedure for handling customer complaints is important for addressing and mitigating negative comments and reviews.  Beyond mending customer relationships, it also plays a crucial role in custom ..read more

According to a report by Future Market Insights, the global valuation of helpdesk software was US$ 9.9 billion and it is expected to reach a whopping valuation of US$ 26.8 billion by 2032 by compounded annual growth of 9.4% over the coming next 10 years. This significant trajectory growth speaks volumes about the importance of Helpdesk software in enterprises for their exponential growth. In this blog, we will learn about Cloud-based helpdesk software, its current trends and the future outlook. But before that, let’s understand helpdesk software and what is cloud-based helpdesk software.  ..read more

We’re thrilled to announce that our product, Faveo Helpdesk has been recognized as an impactful software solution for businesses, and for which we have received the 2023 Best Value Badge from verified reviewers on Capterra for the following software categories: Knowledge Management Help Desk Issue Tracking Capterra synthesizes verified end-user reviews to recognize the most highly-rated products in a specific software category, helping software buyers make more informed purchase decisions. (Learn more about the methodology here) Faveo Helpdesk has earned an overall rating of 4.5 (out of 5 ..read more

Mastering the art of active listening is very important for every customer center representative. Active listening is the basis of effective communication, as it makes your customers feel that they are truly understood and heard. This helps in cultivating a genuine relationship with the customer  According to McKinsey “70% of the customer’s journey is based on how the customer feels they are being treated”. Therefore, companies should prioritize cultivating active listening and positive emotions in every encounter with customers. How Active Listening Improves The Customer Support Experien ..read more

It’s no secret that technology is an important part of businesses, whether it’s your neighbourhood grocery store, a bustling e-commerce site, or a growing tech giant. As businesses rely more on technology, their dependence on IT services grows even more. Most often, businesses tend to misjudge the importance of investing in efficient IT support, only to pay a hefty price later. A dedicated IT support team ensures your business runs smoothly by addressing issues quickly and reducing the risk of potential errors. Moreover, effective IT support bolsters your business’s competitive strength by imp ..read more

The terms have truly emerged from their functions. On-premise help desk software helps with application access and data storage on the premises through a server. Whereas cloud software refers to a set of servers where the user can store and access data remotely and then access it from anywhere without any space or time restraints, To avail of the cloud help desk software solutions, the user has to pay a fee. While on-premise software is maintained by the in-house team, cloud software is looked over by a third party.  Pros of Using On-Premise Help Desk Software Let us understand the bene ..read more

The world is moving at an extremely fast pace. Due to the continuous pressure to excel in the professional domain, climb up the success ladder, and multiply profits, personal lives tend to face setbacks. It is creating an intense sense of dissatisfaction. The lack of indulgence in rest, recreation, and quality time with family and friends due to an unrestrained work culture disrupts the equilibrium on which life must be balanced. How does one then strike the right balance between work and life? Given that the competition is extremely high, one certainly does not want to fall behind. Moreover ..read more