Digital transformation and applications of advanced technologies are completely changing the current business scenario. Technological advancements, such as Internet of Things (IoT), cloud computing and omnichannel communication, have completely restructured the modern business environment. In order to stay competitive, most of the businesses are turning to digital transformation & and investing on helpdesk technologies.
Such factors are creating potential market opportunities for the helpdesk management solution providers across the globe. In parallel, all type of enterprises are making customer-centric business processes to make customers happier. Customer services have been and will be the center concern for most of the organizations. These factors are expected to surge the growth of the global helpdesk management market in the forecast period.
Furthermore, nowadays the competition is stiffer than ever, the importance of helpdesk management solutions has become a primary necessity. This is the reason why many enterprises have been adopting the helpdesk management. In many cases, enterprises are moving towards the automation of routine business processes. Owning to this, enterprises are started adopting helpdesk management solutions to make customer services better.
The helpdesk management solutions stores customers’ information in a database that is searchable and executable for the customer interaction. The helpdesk management solutions offers: knowledge management, self-services, IT Network management, asset management, 24*7 support by using smart phones and tablets. In addition to this, the helpdesk management solution can address internal and external customer of an enterprise.
Drivers
The major growth drivers of the helpdesk management market include adoption of the latest technological advancements and increasing demand of cloud-based applications. In addition, use of helpdesk management solutions in various industry verticals shall drive the growth of the global helpdesk management market. Advancements in industrial IT infrastructure across the globe has led to growth of the helpdesk management market across the globe.
Challenges
However, the major challenge faced by the helpdesk management solution providers are integration of new technologies within existing infrastructure. In addition, interoperability problem, integration of new technologies within existing infrastructure, migration of sensitive data, security concerns while adopting cloud based solutions are major challenges for the helpdesk management solution providers.
Trends
The global helpdesk management market, at the moment, has been consolidating and several vendors are looking to expand their product portfolio with additional capabilities. These capabilities include voice routing technologies, workforce management, business intelligence and analytics, recording, web chat, email response management, e-ticketing and many others.
Due to increasing customer base, the banking, financial services, and insurance sub-segment is projected to have major market share of the global helpdesk management market during the forecast period. In addition, due to increasing digitalization in telecom industry, the telecommunication sub-segment is expected to register a high growth rate during the forecast period.
Key Players
Some of the major players in the global Helpdesk Management market are Zendesk, Zoho Corporation Pvt. Ltd., Freshworks Inc., ManageEngine, SolarWinds MSP, Wrike, Vision Helpdesk, Eltrino, LiveChat Software, Seamless Desk, among others.
North America holds the largest market share for helpdesk management market due to technological advancements in enterprise applications and rising adoption of cloud-based helpdesk solutions. Due to high adoption in various industry verticals, Asia Pacific is expected to hold the maximum market share for helpdesk management market in near future.
Europe is the fastest growing market for helpdesk management market due to increase in adoption of advanced helpdesk management solutions in small and medium enterprises. Sturdy economic progress is driving the growth of helpdesk management market in MEA region. The demand for helpdesk management market has risen dramatically over the past 2 years globally.
The report is a compilation of first-hand information, qualitative and quantitative assessment by industry analysts, and inputs from industry experts and industry participants across the value chain. The report provides an in-depth analysis of parent market trends, macro-economic indicators, and governing factors, along with market attractiveness as per segment. The report also maps the qualitative impact of various market factors on market segments and geographies.
Segmentation of the helpdesk management market on the basis of Deployment:
In terms of value, the on-premise sub-segment accounted for maximum share of the global helpdesk management market in 2017. On the other hand, the cloud based sub-segment is expected to show maximum growth rate of global helpdesk management market during the forecast period.
Segmentation of the helpdesk management market on the basis of End-User:
The large enterprise sub-segment accounted for the major market share of the global helpdesk management market in 2017. The growth of large enterprise sub-segment is attributed to introduction and adoption of new technologies in various industry verticals. Moreover, the small and medium enterprise sub-segment is projected to register a CAGR of more than 12% during the forecast period.
Segmentation of the helpdesk management market on the basis of By Vertical:
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