The global Help Desk Software Market was valued at around USD 9.9 Billion in 2021. With a projected CAGR of 9.4% for the next ten years, the market is likely to reach a valuation of nearly USD 26.8 Billion by the end of 2032.
| Attributes | Details |
|---|---|
| Help Desk Software Market Size (2021) | USD 9.9 Billion |
| Help Desk Software Market Size (2022) | USD 10.9 Billion |
| Projected Market Value (2032) | USD 26.8 Billion |
| Global Market Growth Rate (2022 to 2032) | 9.4% CAGR |
| Share of Top 5 Countries | 56.7% |
Future Market Insights’ analysis reveals that most of the market revenue is grossed from cloud based help desk software, which has a predicted CAGR of 9.2% by 2032. Help Desk software provides centralized information and support management for internal and external queries, as well as the possibility for improvements in the support systems due to the availability of data that can help track, monitor and improve their efficiency.
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The global market for Help Desk software expanded at a CAGR of 10.7% over the last seven years (2015 to 2021). The global market is predicted to surge ahead at a CAGR of 9.4% and record sales worth USD 26.8 Billion by the end of 2032.
A survey reveals that 68% of consumers prefer brands with efficient customer service while over 75% want immediate, single-interaction resolutions. In this kind of environment, several businesses are choosing to switch to automated helpdesks and helpdesk software in order to gain from it’s many benefits, such as the possibility for multichannel communication to the consumer, the ease of collaborative efforts between different kinds of support teams for single issues, and the improved response time and satisfactory service to consumers.
This is vital as the revenue impacts of consumer satisfaction are apparent. In a study concerning satisfaction of consumers and the relations with revenue, it was found that a “totally satisfied” consumer contributed 17X more revenue to a business than a “somewhat dissatisfied” consumer. Researchers find that client satisfaction can lead to nearly USD1 billion revenue increases in certain industries.
This has caused a boom in the market as more and more companies attempt to harness these benefits.
Internally, businesses are also concerned about their employees and support teams. In a survey conducted amongst support teams, it was found that 65% of IT helpdesk teams reported feelings of burnout. In another survey, 66% of helpdesk teams said that faster availability of diagnostic data would improve resolution efficiency greatly.
Companies prefer automated helpdesk software solutions as they can improve internal efficiency and reduce the burden on support teams, leading to an increase in market demand.
new technologies to help reduce costs and boost efficiency are gaining popularity
Currently, Help Desk Software is beneficial far beyond just fixing IT problems. The host of capabilities that come with these systems enables greater productivity by ensuring quicker solutions, promotes workflow animation (which helps in the process of supporting a larger ecosystem with greater diversity).
The greatest benefit to an enterprise, however is the fact that Automated Help Desk Software reduces the cost of operations. Manually handling a single consumer ticket can cost around 22USD, while almost 22% of requesting can become practically zero cost after automation.
The global market size of the Help Desk industry has over 279,000 companies, with over 75 companies producing Help Desk technologies. Machine Learning and Cloud technologies are growing globally, which is also expected to affect Help Desk Software via new technologies, such as cloud-based helpdesks and AI virtual Reality assistants, which will greatly improve efficiency of systems.
One of the key drivers of predicted growth is the increased use of personal use devices in the workplace. The trend of BYOD or bring your devices, is expected to continue. This increase in BYOD is expected to greatly increase the volume of tickets.
A survey, asked participants the reasons behind the recent increase of over 57% in trouble ticket volumes, finding that 26% of claimed the use of own devices as a reason, while 23% placed the blame on support of mobiles. Several of the support tickets raised as a result are for routine processes such as queries on network setup, password issues, etc.
As the demand for help on these routine processes increases, firms will try to reduce level one support and replace it with this helpdesk software. The effects of the global boom in the IT sector and the resultant increase in the demand for automated help desks also cannot be understated.
Furthermore, there have been significant amounts of government investment in this area in order to automate tedious processes such as procurement of cards, responding to queries has also boosted the market greatly.
The interconnections between the desktop management market and helpdesk services market are also eminent. There has been a major increase in the need for individual computer systems in the workforce.
Emerging challenges such as loss of productivity, data breaches and the resultant queries have compelled companies to offer helpdesk services which ensure support that is integrated with these desktop management systems.
Once desktop management is merged with helpdesk products, customers can directly record requests through their computers, as well as send complaints without having to access any additional software. Further, this enables automated ticket transmission and the customizable subject lines enable administrators to automate queries based on subject lines.
Large enterprises continue to be the top industry, however consumer focused small and medium industries will also benefit from the adoption of Help Desk Software
Large enterprises represent the major chunk of consumers, and this is expected to continue. They have a larger number of tickets requiring basic processing technology. Further, these tickets can easily be automated and these companies have sufficient access to the infrastructure and resources necessary to go through this process of automation. Their CAGR for 2015 to 2021 has been 9.0% and the predicted CAGR is growing at 8.1%.
However, small and medium enterprises also largely benefit from Help desk software. For companies which require consistent and frequent consumer support, Help desk software enhances customer support team efficiency and overall customer experience.
Efficient software ensures faster response times, increase possibilities collaboration between various teams for resolution of queries and enhance the tracking and collection of support tickets. SMEs also benefit from the scalability of Help Desk software, as it can be enhanced and built upon as the company grows.
The US to remain a key component of global Consumption
The US accounted for over 30% of the global Help Desk Software Market in 2021. North America and the US are leading IT hubs and have large amounts of consumer expenditure. The US is also home to the most amount of major companies, which have both large volumes of consumers, as well as large numbers of employees who require internal IT helpdesk support software.
These companies can both afford to and will prefer to switch to automated forms of technologies when compared to countries with a large presence of smaller companies.The US has a USD 687.8 Million absolute dollar opportunity between 2022 and 2032.
North America remains the leader with 41.5% help desk software market share in 2021 and a predicted market size of USD11.1 Billion by 2032. Flourishing IT sectors, as well as significant growth in government demand and investment in help-desk software have lead to Europe and Asia-Pacific emerging as the next leading regions for demand, with 25% and 23.2% Market share in 2021, respectively.
On-Premise Help Desk Software comes with significantly larger installation and setup costs, however it includes several benefits, such as complete control over the security and processes, increased security due to the fact that the company has sole access, and the possibility of immediate access to the required software.
Currently, Cloud-Based Help desk is emerging as the leading type of Help Desk software, with a CAGR of 10% in 2015 to 2021 and a predicted CAGR of 9.2% till the end of 2032. Cloud based are preferred as they are cheaper, have high scalability and are much more accessible. In the current work environment.
Cloud-based Help Desk software can be accessed via an application hosted on the provider’s server. This form proves to be more cost effective, especially for smaller enterprises, as there is lower hardware and IT service fees.
However, this form also has its drawbacks, such as the security issues associated with multiple users being on the same service, possibility of hackers that can breach the provider’s security, and having to rely on the provider in the event of crashes.
Cloud- Based helpdesks can also provide faster ROI, since the setup and utilisation is faster and more efficient. In recent times, there have been major efforts into increasing the security of cloud-based Help Desk software, further increasing its popularity.
At present, Help Desk providers are focused on increasing their presence and reach. They are focusing on developments that will ensure further streamlining of customer experience processes and an increase in market share and traction. The key companies operating include Hiver, Column Technologies, Freshworks, Sparkcentral, Watermelon, Smart Tribune, Salesforce and Zendesk.
Some of the recent development in Help Desk Software are as follows:
Similarly, the team at Future Market Insights has tracked recent developments related to companies manufacturing Help Desk Software, which is available in the full report.
| Attributes | Details |
|---|---|
| Forecast Period | 2022 to 2032 |
| Historical Data Available for | 2015 to 2021 |
| Market Analysis | USD Million for Value |
| Key Countries Covered | USA, UK, China, Japan, South Korea |
| Key Market Segments Covered | Type, Industry, Region |
| Key Companies Profiled | Column Technologies,; Sparkcentral; Watermelon; Smart Tribune; Zendesk; Freshworks Inc.; FrontApp; 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.; NabdSys |
| Report Coverage | Market Forecast, Competition Intelligence, DROT Analysis, Market Dynamics and Challenges, and Strategic Growth Initiatives |
| Customization & Pricing | Available upon Request |
The global Help Desk Software market was valued at USD 9.9 Billion in 2021.
The Help Desk Software industry is set to witness a growth rate of 9.4% over the forecast period and be valued at USD 26.8 Billion by 2032.
The Help Desk Software Market expanded at 10.7% from 2015 through 2021.
Column Technologies, Sparkcentral, Watermelon, Smart Tribune, Zendesk are some of the key players.
Cloud-based Help desk software is driving Market demand.
US, UK, China, Japan, South Korea are expected to be the key drivers of sales.
The market in the US accounts for over 30% of the global market.
Help Desk Software Market
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