Marcela Gava on Muck Rack

Marcela Gava

As seen in: Capterra, Software Advice, TI Inside, capterra.es/blog

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/ Customer Service & Support MOST RECENT POSTS

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By Shephalii Kapoor, Parul Sharma, Marcela Gava
| Capterra
+25 years offering objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology.
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How Help Desk Automation Drives Stronger Support Performance

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By Marcela Gava
| Capterra
Helpdesk automation creates a faster, smarter support experience by reducing wait times, eliminating manual steps, strengthening self‑service, and giving agents more time for meaningful work. Modern service desk teams often rely on automated workflows to manage rising ticket volume and keep operations moving. As environments grow more complex and end‑user expectations rise, manually processing routine requests becomes unsustainable.
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Law Firm Billing Models: Hourly vs. Value-Based Pricing Explained

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By Marcela Gava
| Software Advice
By: Marcela Gava on April 10, 2026 On this page: TL;DR: Law firm billing is changing. While hourly billing remains dominant, more firms are experimenting with value-based pricing as automation reduces manual work and clients demand cost predictability. The critical differentiator is choosing legal technology that can support the operational demands each pricing model introduces. Law firm billing sits at the center of the attorney–client relationship.
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