According to the latest report by IMARC Group, titled “Helpdesk Automation Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2022-2027,” the global helpdesk automation market size reached US$ 4.8 Billion in 2021. Looking forward, IMARC Group expects the market to reach US$ 25.8 Billion by 2027, exhibiting a growth rate (CAGR) of 32.4% during 2022-2027. Helpdesk automation represents automated customer support and ticket management solutions that are utilized for resolving issues and queries of internal staff and customers. They can be categorized into incident management systems, knowledge-based systems, self-service reset passwords, etc. Helpdesk automation services are crucial components of customer engagement centers (CECs) as they minimize repetitive tasks and interactions for service agents, automate follow-ups, enable smart ticket assignment, and streamline organizational workflow. They replace the level one (executive) support and low-value processes to reduce support costs and offer transparency, improved consumer experience, and enhanced productivity. Consequently, helpdesk automation systems find extensive applications across numerous sectors, including IT, telecommunication, education, banking, government, healthcare, manufacturing, automotive, retail, etc.
As the novel coronavirus (COVID-19) crisis takes over the world, we are continuously tracking the changes in the markets, as well as the purchase behaviors of the consumers globally–our estimates about the latest market trends and forecast values after considering the impact of this pandemic. These observations will be integrated into the report.
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Global Helpdesk Automation Market Trends:
The growing industrialization and the increasing need for business process optimization are primarily driving the helpdesk automation market. Additionally, the rising utilization of artificial intelligence (AI) and machine learning (ML) across various industries to ensure interactive conversational platforms and conduct predictive analytics for demand planning, workflow improvement, and incident management is also positively influencing the market growth. Moreover, the expanding information technology and e-commerce businesses and the escalating product usage for solving consumer queries regarding the products, return policies, and shipping fees and providing assistance in completing the purchase on online portals are acting as significant growth-inducing factors. Besides this, the elevating use of the Internet of Things (IoT) and cloud-based technologies and the inflating investments in research and development (R&D) activities are projected to fuel the helpdesk automation market in the coming years.
Global Helpdesk Automation Market 2022-2027 Analysis and Segmentation:
Competitive Landscape with Key Players:
- Atlassian Pty Ltd.
- AXIOS SYSTEMS PLC
- BMC Software, Inc.
- Broadcom, Inc.
- Ivanti, Inc.
- HappyFox Inc
- Resolve Systems
- LLC ServiceNow, Inc.
- Sunrise Software Limited
- SunView Software
- Vision Helpdesk.
Breakup by Product Type:
- Incident Management Systems
- Knowledge-Based Systems
- Self-service Reset Password
- Others
Breakup by Deployment:
- Cloud Hosted
- On-premise
Breakup by Organization Type:
- Large Enterprises
- Small and Medium Enterprises
Breakup by Vertical:
- IT and Telecom
- BFSI
- Government
- Education
- Healthcare
- Manufacturing
- Automotive
- Retail
- Others
Breakup by Region:
- North America (United States, Canada)
- Europe (Germany, France, United Kingdom, Italy, Spain, Others)
- Asia Pacific (China, Japan, India, Australia, Indonesia, Korea, Others)
- Latin America (Brazil, Mexico, Others)
- Middle East and Africa (United Arab Emirates, Saudi Arabia, Qatar, Iraq, Other)
Key Highlights of the Report:
- Market Performance (2016-2021)
- Market Outlook (2022-2027)
- Porter’s Five Forces Analysis
- Market Drivers and Success Factors
- SWOT Analysis
- Value Chain
- Comprehensive Mapping of the Competitive Landscape
Note: If you need specific information that is not currently within the scope of the report, we can provide it to you as a part of the customization.
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IMARC’s information products include major market, scientific, economic and technological developments for business leaders in pharmaceutical, industrial, and high technology organizations. Market forecasts and industry analysis for biotechnology, advanced materials, pharmaceuticals, food and beverage, travel and tourism, nanotechnology and novel processing methods are at the top of the company’s expertise.
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