Aug 01

Interview Article – Bhanu Pratap Singh Slathia, Faveo Helpdesk

“Our goal is to establish Faveo Helpdesk as a paramount internationally recognized help desk software, providing end-to-end customer service management tools to companies across the globe and helping them enhance their customer satisfaction and overall performance with our cover-all feature set, user-friendly interface, ingenious capabilities, customizability, and amazing functionality,” Bhanu Pratap quotes.

Bhanu Pratap Singh Slathia, CEO of Faveo Helpdesk, shares in his interview with GoodFirms how they created this top-notch help desk software to fulfill the broad customer support and ticketing needs of businesses of all sizes with its versatile offerings, innovative design, multi-industry utility, and reasonable pricing.

Based in India, Faveo Helpdesk is an all-inclusive help desk solution designed to cover the extensive customer support, ticketing, communication, and other customer service needs of businesses of all sizes. The software is an industry-agnostic product, developed to cater to versatile sectors. It is being successfully used by banks, universities, hospitals, corporates, hotels/resorts, and many other industries. The software helps businesses automate and enhance their customer support to improve performance and achieve higher customer satisfaction. Faveo Helpdesk system is available in both self-hosted and cloud-based versions.

Faveo Helpdesk offers comprehensive tools, including ticketing management, customer service management, incident management, customer review, customization, dashboards, email integration, escalation, built-in knowledge base, live chat, omni-channel integration, response template, SLA management, analytics & reporting, in-app notifications, and more. The software enables integrated time-assigned priority ticket resolution and support. Moreover, it supports adding multiple collaborators to a ticket.

The company facilitates both self-hosted and cloud-based software options with different pricing models for the Faveo Helpdesk customers. The self-hosted Faveo Helpdesk system allows a one-time payment model. It has a free, open-source version allowing up to 2 agents, apart from multiple paid packages. Paid plans offer more features, premium support, multi-platform integration, and additional number of agents to meet the requirements of larger-sized businesses. The cloud-based Faveo Helpdesk platform is available in a simple, subscription-based pricing model with all features included in a fixed price plan. The software helps its users enhance their customer service operations at nominal costs.

GoodFirms interviewed and discussed the detailed offerings of Faveo Helpdesk software directly with Bhanu Pratap Singh Slathia, Chief Executive Officer (CEO) of Faveo Helpdesk, to learn more about the software. As the CEO of Faveo Helpdesk, Bhanu leads the team, working very closely with all the team members from product development, sales, marketing, and HR. Bhanu is also involved in client demos and talks with the customers, remaining in touch at the grass root level, understanding the pain point of the customers, and continuously ensuring solutions for the same.

Versatile Help Desk Software

Starting with the interview, Bhanu describes Faveo Helpdesk as an automated, open-source help desk system that helps manage customer support for businesses. The software is specifically designed to cater to the needs of startups, SMEs, and large corporations. It empowers them with state-of-the-art, ticket-based support systems. Bhanu expresses that in today’s competitive startup scenario, customer retention is a significant challenge. According to Bhanu, to ensure retaining clients and maintain a long-lasting relationship with them, it is utmost necessary to handle client queries diligently. Faveo Helpdesk provides businesses with end-to-end tools for managing consumer queries and getting strategic insights, enabling organizations to make informed decisions.

Bhanu further clarifies that the Faveo system is integrated with multiple platforms, and the company keeps adding new features each month. Moreover, Faveo can be customized to match the client’s specific requirements. Besides, the company provides its customers with both self-hosted and cloud-based options for using the Faveo system.

When asked about what motivated the company to create Faveo Helpdesk & Service Desk software, Bhanu elaborates that the software was mainly designed to help customer-facing teams resolve tickets in a timely manner with easy-to-use, intuitive software. Businesses can leverage Faveo for both internal use within the organization and for external customers.

Unique Features and Offerings

Talking about the distinctive features of Faveo Helpdesk software, Bhanu highlights that the software offers multiple unique selling propositions (USP) compared to the other similar products, including the option of both self-hosted and SaaS (cloud-based) versions for customers. Further, the software provides a free open-source version.

Moreover, according to Bhanu, the unlimited agent pricing makes the software more affordable. Another significant value-addition is that the software is customizable and allows addition of new features and integration as per the clients’ business requirements.

Customer Satisfaction and Retention

Bhanu discloses that the company works very closely with its customers and offers personalized customer support for Faveo Helpdesk software. The company assigns a dedicated Account Manager to each customer and conducts regular calls with them to gather and understand their feedback.

Talking about the customer retention rate for Faveo Helpdesk, Bhanu proudly reveals that around 80% to 90% of their customers are repetitive and renew the product every year.

Dedicated Customer Support

Further in the interview, Bhanu emphasizes that the company offers a diligent and reliable customer support system for Faveo Helpdesk users. Moreover, Bhanu claims that they themselves use the software to manage their customer queries in a systematic and timely manner.

Bhanu further adds that the company maintains a large knowledge base of valuable resources for Faveo Helpdesk software, including a product user manual and FAQs, which are being constantly updated and improved. They also provide YouTube videos for product usage. Moreover, the company facilitates in-depth personalized product training to each customer during onboarding, to ensure that the users leverage Faveo Helpdesk software to its best.

Faveo Helpdesk – The Best Help Desk Software

“Our revenue for Faveo Helpdesk in 2022 was around USD 304,883. Faveo is getting stronger each month and each year and in the next 10 years, we see ourselves doing business for USD 60,195,330. Our aim is to be the world’s most favored open-source help desk application,” says Bhanu.

Faveo Helpdesk has emerged as a popular choice and a market leader for businesses looking for broad customer support and help-desk tools. With the advantages of all-embracing features, multi-industry utility, exceptional customer support, and reasonable pricing, GoodFirms’ researchers have identified Faveo Helpdesk as one of the best helpdesk Software.

To know more about the offerings of the Faveo Helpdesk system, one can also go through the detailed interview published at GoodFirms.

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