Help Desk Solutions Market - Global Industry Analysis, Size, Share, Growth, Trends and Forecast 2017 - 2025
- Transparency Market Research
- Data Center
Help desk solutions enable customer care operators to deal with problems that customers face and keep track of user requests. In general, help desk solutions include IT service management and asset management. Help desk solutions specifically refer to the system that addresses customer queries. Help desk solutions and customer service have become progressively popular in recent times. There is huge increase in sales of customer relationship management (CRM) software, which includes help desk solutions. Cloud-hosted and web-based help desk solution packages are becoming very popular. Social networks are also broadly used as they allow for effective community support and are interactive. The new era of this solution also uses remote desktop access and provides real-time updates.
The firms are planning to lessen customer support executive which is also called as level 1 support with the increasing demand for the automated routine process and replacing that with helpdesk solution. This is due to all day availability of automated help desk when compared to case with customer support executive, which were available for a certain period of time. Help desk solutions are used to solve customer problems related to a service or product. In SMEs, the helpdesk is commonly controlled by only one person whereas in a large firm, the level of support is widespread and complex, requiring more than one person. These factors are estimated to drive the market. However, the inadequate ability of small firms to adopt the help desk process is limiting the progress of the market. The market for helpdesk solutions is anticipated to reach USD 11 billion by 2023.
The market for helpdesk solutions is segmented into software, end users, and organization type. The software type is subdivided into web helpdesk solutions, open source help desk, on-premise help desk solutions, and enterprise help desk solutions. Solutions are a crucial element and follow a procedure, which helps in the assignment, sortation, management, and reminder of tickets which is raised by the customer. In terms of subdivision by software, web help desk is a major segment as a result of broader use of web based application and better usage of internet. In terms of end users, the market is categorized into education, IT, telecom, government, BFSI, and healthcare. Amongst these, telecom and IT are leading the market because of high chances of customer query regarding a company’s services or product. This dominance is also because of the advancement in information technology and greater demand by large firms to shift to help desk solutions. The retail, healthcare, and government sectors are seeing fast growth in the market majorly due to the consumerization of information technology and widespread adoption of personal devices in the workplace. Many government initiatives in evolving countries of Europe and Asia Pacific are implementing the digital platform. In terms of organization type, the segments are divided into small & medium size enterprises and large enterprises. Large enterprises provide an opportunity for the automation of helpdesk support. Large organizations are leading this segment as they possess the capability to adopt new technology. The need for help desk support is lowest in small organizations, which restricts the small & medium enterprises from adopting this technology.
Some of the major players in help desk solutions market are Freshworks Inc., FrontApp, Zendesk, Zoho Corporation Pvt. Ltd., Wrike, Inc., Vision Helpdesk, Teamwork.com, Ltd., Help Desk Migration, Apptivo Inc, Quick Base, Deskero, BMC Software, Inc., SherpaDesk, Samanage Ltd., TeamSupport, Jira Service Desk, xSellco Limited, iSupport Software, INTERCOM, LiveAgent, Azure Desk, Smart Service Desk, Nectar Desk Inc. and NabdSys among others.
The report offers a comprehensive evaluation of the market. It does so via in-depth qualitative insights, historical data, and verifiable projections about market size. The projections featured in the report have been derived using proven research methodologies and assumptions. By doing so, the research report serves as a repository of analysis and information for every facet of the market, including but not limited to: Regional markets, technology, types, and applications.
The study is a source of reliable data on:
- Market segments and sub-segments
- Market trends and dynamics
- Supply and demand
- Market size
- Current trends/opportunities/challenges
- Competitive landscape
- Technological breakthroughs
- Value chain and stakeholder analysis
The regional analysis covers:
- North America (U.S. and Canada)
- Latin America (Mexico, Brazil, Peru, Chile, and others)
- Western Europe (Germany, U.K., France, Spain, Italy, Nordic countries, Belgium, Netherlands, and Luxembourg)
- Eastern Europe (Poland and Russia)
- Asia Pacific (China, India, Japan, ASEAN, Australia, and New Zealand)
- Middle East and Africa (GCC, Southern Africa, and North Africa)
The report has been compiled through extensive primary research (through interviews, surveys, and observations of seasoned analysts) and secondary research (which entails reputable paid sources, trade journals, and industry body databases). The report also features a complete qualitative and quantitative assessment by analyzing data gathered from industry analysts and market participants across key points in the industry’s value chain.
A separate analysis of prevailing trends in the parent market, macro- and micro-economic indicators, and regulations and mandates is included under the purview of the study. By doing so, the report projects the attractiveness of each major segment over the forecast period.
Highlights of the report:
- A complete backdrop analysis, which includes an assessment of the parent market
- Important changes in market dynamics
- Market segmentation up to the second or third level
- Historical, current, and projected size of the market from the standpoint of both value and volume
- Reporting and evaluation of recent industry developments
- Market shares and strategies of key players
- Emerging niche segments and regional markets
- An objective assessment of the trajectory of the market
- Recommendations to companies for strengthening their foothold in the market
Note: Although care has been taken to maintain the highest levels of accuracy in TMR’s reports, recent market/vendor-specific changes may take time to reflect in the analysis.
Have query on this report?Make an Enquiry
The team was the biggest help to us. Not only were we provided with customized solutions but also we were guided through the most complicated situations. The information was on-point yet comprehensive. The experience was absolutely satisfying and helped us turn many challenges into opportunities.
Ours is a startup with a unique set of challenges and we were therefore hesitant but the team totally put us at ease with their knowledge and expertise. Our business and its challenges were understood perfectly and help was extended accordingly. The tailor made approach really helped us gain the most informative insights.
The report repository is absolutely impressive –updated and exhaustive in terms of markets covered and information provides. Besides, with the support extended to us by the team, we could reduce costs as well as move to sustainable growth. This really helped us tap into new opportunities. Happy to have gone ahead with ResearchMos.us.
We have had a long term engagement with ResearchMoz.us and never have we felt that the work done and help extended were below flawless. The report repository is one of the best one can hope to tap into. Recently, our partner businesses opted for consultancy services and they are all thrilled with the outcome.
Insights from reports helped us improve our profit margins significantly. Most of the knowledge we needed on the market were provided to us on a granular basis. From trends, and drivers to competitive analysis, the information was not just crisp but also insightful. That helped us chart a robust growth strategy and as of now we are happy to state that we are reaping big benefits.