Increasing integration of helpdesks with IT management software is expected to boost the growth of the market over the forecast period. Many organizations are combining network and system management software to improve IT performance and convert associated issues into trouble tickets automatically.
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A helpdesk technology supports IT users to solve different problems regarding product and services. A help desk is usually operated by a single person in small and medium-sized companies. In big organizations, a helpdesk can be handled by a group of experts to analyze IT problems and their pattern using advanced software. Increasing complexity of organization networks is escalating the need for automation to provide better service to users for communicating the helpdesk. Moreover, development of cloud-based helpdesk facility is expected to boost the market growth. It allows the helpdesk operator to store client’s information on cloud and offer customized support facilities. These services improve helpdesk trouble ticket management and support companies to focus on productive actions. With high adoption of mobile devices, various end-users are banking on cloud-based solutions along with development of mobile services to help streamline application.
The global online help desk market can be segmented on the basis of application and geography. Based on application, the market can be categorized into ticket systems, banks, and enterprise.
From a geographical standpoint, the online help desk market can be divided into Europe, United States, Japan, India, China, and Southeast Asia. The United States is one of the key contributors to the market. SMEs in the region are offering several innovative services including cloud-based helpdesk support. Rapid development of outsourcing service providers is also poised to bolster the growth of the regional market.
Emerging countries such as India and China are projected to support market growth owing to flourishing end-use industries in the region. Increasing outsourcing facilities in the region are also augmenting the market. In-house call center service has become expensive owing to continuous customer care.
Key players operating in the online help desk market include Zendesk, Zoho, HappyFox, Groove, and Atlassian.
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The market is highly fragmented with presence of small and large companies. The competition in the market is anticipated to increase due to entry of new participants in the market. Market players are relying on strategies such as merger and acquisition to increase their market shares. They are focusing on improving product and service portfolios, technical and domain expertise, and quality-oriented low-cost technical support services.
For instance, Zendesk, Inc. recently launched Zendesk Guide. It is a smart knowledge base solution, which collects the knowledge of an enterprise and integrates it with machine learning (ML) technology to provide better customer experience. The guide allows customer service representatives to resolve queries with related insights and provide customers ML-based self-service customer support. It can be used with a combination of Zendesk API, Mobile SDK, Web Widget as a Zendesk Embeddables. The guide allows companies to bring in-context support anywhere using websites and apps for meeting customers where they already are and for customers who would prefer self-service.
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