The latest report by IMARC, titled “Helpdesk Automation Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2022-2027”, finds that the global helpdesk automation market size reached US$ 4.8 Billion in 2021. Helpdesk automation refers to an automated ticket management solution and customer support system that helps resolve issues and queries of customers and internal staff. It is a significant part of customer engagement centers (CECs) as it reduces the repetition of tasks and interactions for service agents, enables smart ticket assignment, automates follow-ups and streamlines organizational workflow. They also enable automatic ticket allotment and closing services while timely initiating follow-ups with the customers to offer a superior customer experience. In recent years, helpdesk automation has gained popularity as it replaces level one (executive) support and low-value procedures to reduce support costs and offer transparency and improved productivity.
Global Helpdesk Automation Market Trends:
One of the primary factors driving the market is rapid industrialization and the rising demand for business procedure optimization. Additionally, the increasing adoption of machine learning (ML) and artificial intelligence (AI) across various industry verticals is creating a positive market outlook. Other than this, helpdesk automation is significantly being integrated with information technology (IT) operations to improve the efficiency of the overall system. Consequently, the exponential growth in the IT industry, especially across developing nations, and the rising adoption of cloud computing and mobile technologies are positively influencing the market growth. Helpdesk automation solves consumers’ queries regarding the product, return policies, and shipping fees, along with assisting them in completing the purchase online. Other growth-inducing factors include extensive research and development (R&D) activities, increasing preference for e-retail websites, and rapid urbanization. Looking forward, IMARC Group expects the market value to reach US$ 25.8 Billion by 2027, expanding at a CAGR of 32.4% during the forecast period (2022-2027).
- Based on the product type, the market has been divided into incident management systems, knowledge-based systems, self-service reset password, and others.
- On the basis of the deployment, the market has been bifurcated into cloud hosted and on-premises.
- On the basis of the organization type, the market has been segregated into large, and small and medium enterprises.
- Based on the vertical, the market has been segmented into IT and telecom, BSFI, government, education, healthcare, manufacturing, automotive, retail, and others.
- Region-wise, the market has been classified into North America (the United States and Canada), Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others), Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others), Latin America (Brazil, Mexico, and others), and Middle East and Africa.
- The competitive landscape of the market has also been analyzed, with some of the key players being Atlassian Pty Ltd., AXIOS SYSTEMS PLS, BMC Software, Inc., Broadcom Inc., Ivanti Inc., Happy Fox Inc., Resolve Systems LLC, Service Now Inc., Sunrise Software Limited, SunView Software, and Vision Helpdesk.
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