2024 年至 2031 年服务台软体市场：依部署类型、组织规模、最终用户和地区划分

帮助台软体市场评估 - 2024-2031

远距办公的兴起导致对能够为在家工作的员工提供高效支援的帮助台软体的需求不断增长。这些解决方案的关键特性是能够远端处理和解决问题，确保为分散式员工提供无缝支援。因此，远距办公的兴起将成倍地推动市场规模的成长，到2024年将超过118亿美元，到2031年将达到243亿美元的估值。

随着企业采用的技术越来越多样化， IT基础设施也变得越来越复杂。这增加了对强大的帮助台解决方案的需求，以便有效地管理和解决各种技术问题。这些系统对于驾驭和支援现代企业营运的复杂 IT 环境至关重要。因此，多样化技术的采用将推动市场在 2024 年至 2031 年期间以 9% 的复合年增长率成长。

帮助台软体市场定义/概述

帮助台软体对于管理和增强客户支援互动至关重要，它提供了一个集中式平台来组织、追踪和解决客户的咨询、问题或请求。这类软体通常被称为票务系统，它会为每个传入的请求建立和管理“工单”，使支援团队能够有效率地处理和追踪各种客户问题。

帮助台软体透过多项关键功能简化了支援操作。使用者提交支援请求，这些请求会被转换为工单。这些工单会被分配给相应的客服人员，并密切追踪和更新其状态，以确保系统化管理。该软体还包含一个全面的知识库，为客户提供自助服务资讯库，使他们能够独立查找答案和解决方案，从而减少整体工单量。此外，透过管理详细的客户资讯（包括历史记录和偏好），支援客服人员能够提供更个人化和高效的协助，进而提升客户体验。

该软体促进了客服人员之间的协作，使支援团队成员能够高效沟通和共用知识。软体的报告和分析功能提供有关工单数量、解决时间、客户满意度和客服人员绩效等指标的详细报告，为评估和改进您的支援流程和团队效率提供宝贵的见解。最后，工单路由、电子邮件通知和回应产生等常规任务均已自动化，从而减少了手动工作并缩短了回应时间。

透过利用这些功能，帮助台软体能够更快、更有效率地解决问题，进而提升客户满意度。它还能透过简化工作流程并提供客服人员提供有效支援所需的工具，进而提高工作效率。此外，该软体还能增强客户咨询的组织和追踪功能，提供关于客户行为和支援绩效的宝贵洞察。它还具有扩充性，可让您满足不断增长的支援需求——这是提供高品质客户服务的关键要素。

高组织生产力和降低营运成本将如何推动帮助台软体市场的成长？

帮助台软体不仅能解决 IT 问题，还能带来许多好处，例如提升组织的工作效率和工作流程效率。透过提供更快捷的解决方案并简化支援流程，这些系统能够更轻鬆地管理复杂多样的 IT 环境。其中最显着的优势之一就是降低营运成本。传统上，手动处理单张客户工单的成本约为 22 美元，但自动化可以将这一成本降低高达 22%，从而提高支援营运的经济效益。

全球服务台产业由 279,000 多家公司组成，其中超过 75 家专门製造服务台技术。随着机器学习和云端技术的进步，服务台系统预计将透过云端基础的服务台和人工智慧虚拟助理等创新变得更加强大。这些进步可能会提高系统效率并适应职场中个人设备的日益使用，这一趋势被称为 BYOD（自带设备）。 BYOD 的兴起与工单数量的显着增加有关，研究表明故障单数量增加了 57%，其中 26% 归因于个人设备，23% 归因于行动支援需求。这些工单中有许多与常规问题有关，例如网路设定查询和密码问题。

为了因应日益增长的常规问题支援需求，企业越来越多地转向帮助台软体来取代一级支持，以降低成本并提高效率。这种转变的动力源自于IT产业的蓬勃发展以及对流程自动化的持续投资，其中包括政府为简化卡片采购和查询处理等任务而采取的措施。随着IT环境日益复杂，客户要求更快的解决方案，企业也越来越重视提升客户体验。企业意识到，卓越的客户服务是关键的竞争优势，这推动着高阶帮助台解决方案的持续发展和普及。

高昂的实施和维护成本如何阻碍帮助台软体市场的成长？

实施新的帮助台软体系统会带来许多成本和挑战。初始设定成本包括软体许可证、必要的硬体以及为使系统符合组织的独特需求而进行的大量客製化支出。除了这些初始成本之外，持续的维护也会带来财务负担。这包括定期更新、软体升级和技术支持，所有这些加起来都会增加持续的营运费用。

确保与现有企业应用程式的相容性。如果不谨慎管理，将帮助台软体与其他系统整合可能会非常复杂、耗时且造成中断。此外，将资料从旧系统迁移到新平台也极具挑战性。这个过程通常耗费大量资源且容易出错，使迁移过程变得复杂，并可能影响资料完整性。

此外，帮助台软体通常处理敏感的客户讯息，需要强大的安全措施来防止资料外洩并确保符合隐私法规。这些安全要求为软体的部署和持续管理增加了额外的复杂性和成本。

目录

第一章 引言

• 市场定义
• 市场区隔
• 调查方法

第二章执行摘要

• 主要发现
• 市场概况
• 市集亮点

第三章市场概况

• 市场规模和成长潜力
• 市场趋势
• 市场驱动因素
• 市场限制
• 市场机会
• 波特五力分析

第四章 帮助台软体市场（依部署类型）

• 本地部署
• 云端基础

第五章：服务台软体市场（依组织规模）

• 中小企业
• 大公司

6. 终端用户产业帮助台软体市场

• 资讯科技和电讯
• BFSI（银行、金融服务和保险）
• 卫生保健
• 零售
• 教育

第七章区域分析

• 北美洲
• 美国
• 加拿大
• 墨西哥
• 欧洲
• 英国
• 德国
• 法国
• 义大利
• 亚太地区
• 中国
• 日本
• 印度
• 澳洲
• 拉丁美洲
• 巴西
• 阿根廷
• 智利
• 中东和非洲
• 南非
• 沙乌地阿拉伯
• 阿拉伯聯合大公国

第八章市场动态

• 市场驱动因素
• 市场限制
• 市场机会
• COVID-19 市场影响

第九章 竞争态势

• 主要企业
• 市占率分析

第十章：公司简介

• Zendesk
• Salesforce
• Freshworks
• SysAid
• LiveAgent
• Vision Helpdesk
• HarmonyPSA
• Microsoft
• Zoho Corporation
• BMC Software

第十一章 市场展望与机会

• 新兴技术
• 未来市场趋势
• 投资机会

第十二章 附录

• 简称列表
• 来源和参考文献

Help Desk Software Market Valuation - 2024-2031

With the rise of remote work, there is an increasing demand for help desk software capable of delivering efficient support to employees working from home. A crucial feature of these solutions is the ability to address and resolve issues remotely, ensuring seamless support for a distributed workforce. Thus, the growing remote work surges the growth of market size surpassing USD 11.8 Billion in 2024 to reach a valuation of USD 24.3 Billion by 2031.

Organizations are adopting a diverse array of technologies, which has led to more complex IT infrastructures. To effectively manage and resolve a broad spectrum of technical issues, there is a heightened need for robust help desk solutions. These systems are essential for navigating and supporting the intricate IT landscapes that modern organizations operate within. Thus, adopting diverse technologies enables the market to grow at a CAGR of 9% from 2024 to 2031.

Help Desk Software Market: Definition/ Overview

Help desk software is essential for managing and enhancing customer support interactions by providing a centralized platform for organizing, tracking, and resolving customer inquiries, issues, or requests. Often referred to as a ticketing system, this software creates and manages "tickets" for each incoming request, allowing support teams to handle and track the progress of various customer issues efficiently.

Help desk software streamlines support operations through several key features. Users submit support requests, which are then transformed into tickets. These tickets are assigned to appropriate agents, and their status is meticulously tracked and updated to ensure systematic management. The software also includes a comprehensive knowledge base that provides customers with a repository of self-service information, allowing them to find answers and solutions independently and thereby reducing the overall ticket volume. In addition, it manages detailed customer information, including their history and preferences, which enables support agents to deliver personalized and more effective assistance, thereby enhancing the customer experience.

Agent collaboration is facilitated through the software, allowing support team members to communicate and share knowledge efficiently, which helps in resolving complex issues and maintaining consistency in responses. The software's reporting and analytics capabilities generate detailed reports on metrics such as ticket volume, resolution times, customer satisfaction, and agent performance, providing valuable insights for assessing and improving support processes and team effectiveness. Lastly, routine tasks like ticket routing, email notifications, and response generation are automated, reducing manual effort and accelerating response times.

By leveraging these features, help desk software improves customer satisfaction through faster and more efficient issue resolution. It also increases agent productivity by streamlining workflows and providing the necessary tools for effective support. Furthermore, the software enhances the organization and tracking of customer inquiries and offers valuable insights into customer behavior and support performance. Its scalability ensures that it can adapt to growing support needs, making it a critical component in delivering high-quality customer service.

How the High Organizational Productivity and Reduction in Operational Costs Surge the Growth of Help Desk Software Market?

Help desk software offers significant advantages beyond merely resolving IT issues, contributing to greater organizational productivity and workflow efficiency. By providing quicker solutions and streamlining support processes, these systems facilitate the management of complex and diverse IT environments. One of the most impactful benefits is the reduction in operational costs. Traditionally, manually handling a single consumer ticket can cost around $22, but automation can decrease this cost by up to 22%, making support operations much more economical.

The global help desk industry comprises over 279,000 companies, with more than 75 specialized in producing help desk technologies. As machine learning and cloud technologies advance, they are expected to further enhance help desk systems through innovations such as cloud-based help desks and AI-driven virtual assistants. These advancements will likely improve system efficiency and adapt to the increasing use of personal devices in the workplace, a trend known as Bring Your Device (BYOD). The rise in BYOD has been associated with a substantial increase in ticket volume, as indicated by a survey showing a 57% rise in trouble ticket volumes, with 26% attributed to personal devices and 23% to mobile support needs. Many of these tickets pertain to routine issues such as network setup queries and password problems.

In response to the growing demand for support on these routine matters, organizations are increasingly turning to help desk software to replace level-one support, aiming to reduce costs and improve efficiency. This shift is driven by the booming IT sector and increased investment in automating processes, including government initiatives to streamline tasks like card procurement and query responses. As IT environments become more complex and customers demand quicker resolutions, there is a strong emphasis on enhancing customer experience. Organizations recognize that excellent customer service is a critical competitive differentiator, driving the continued evolution and adoption of advanced help desk solutions.

How do the High Implementation Cost and High Maintenance Cost Impede the Growth of the Help Desk Software Market?

Implementing a new help desk software system is accompanied by several significant costs and challenges. Initial setup expenses often include substantial outlays for software licenses, necessary hardware, and any required customization to tailor the system to the organization's specific needs. Beyond these initial costs, ongoing maintenance also presents a financial commitment. This includes regular updates, software upgrades, and technical support, all of which contribute to continuous operational expenses.

Ensuring compatibility with existing enterprise applications. Integrating help desk software with other systems can be complex and time-consuming, potentially leading to disruptions if not managed carefully. Additionally, data migration from old systems to the new platform can be fraught with difficulties. This process is often resource-intensive and prone to errors, which can complicate the transition and impact data integrity.

Moreover, help desk software typically handles sensitive customer information, necessitating robust security measures to protect against data breaches and ensure compliance with privacy regulations. These security requirements add another layer of complexity and cost to the implementation and ongoing management of the software.

Category-Wise Acumens

How the Data Security and Strict Security Measures Foster the Growth of On-Premises Segment?

The on-premises segment dominates the help desk software market and is expected to continue its dominance throughout the forecast period. Data Security is a major factor driving this preference; with on-premises solutions, organizations retain full control over their data storage and access, which enhances their ability to implement stringent security measures and safeguard sensitive information.

Additionally, customization is a significant benefit of on-premises systems. These solutions can be tailored to meet specific business requirements, allowing for greater flexibility in aligning the software with unique organizational needs and workflows. Furthermore, on-premises help desk software often delivers superior performance when handling large volumes of data and users. This is because the software operates on the organization's infrastructure, which can be optimized for high performance and scalability. on-premises solutions provide robust, secure, and customizable support environments that cater to the complex and demanding requirements of many enterprises.

How Does the High Volume of Support Tickets Enable the Growth of a Large Enterprise Segment?

The large enterprises segment dominates the help desk software market and is expected to continue its dominance throughout the forecast period. These organizations handle a high volume of support tickets, which often involve basic processing technology that can be effectively automated. Their substantial infrastructure and resources facilitate the implementation of such automation processes, enabling them to streamline and manage large-scale ticketing operations efficiently.

Budget considerations further support this dominance. Large enterprises have the financial capacity to invest in robust, feature-rich help desk solutions that meet their extensive needs. They typically allocate significant budgets for advanced software that offers comprehensive functionalities and high performance. Additionally, these organizations benefit from having dedicated IT teams with in-house expertise to manage, support, and optimize the software. This internal support ensures that the help desk system is maintained effectively and integrated seamlessly with existing enterprise systems.

For large enterprises, seamless integration with other enterprise applications is crucial. They often prefer established platforms that offer strong security, compliance features, and extensive customization options. Providers with a proven track record of handling complex IT environments and delivering tailored solutions are particularly well-positioned to meet the needs of these large organizations, solidifying their dominance in the help desk software market.

Country/Region-wise Acumens

How the Extensive Consumer Base and Innovation in the IT Sector Surge the Growth of Help Desktop Software Market in North America?

North America substantially dominates the help desk software market. North America, particularly the United States, stands out as a leading hub for IT innovation and consumer expenditure, significantly driving the help desk software market. The US is home to a multitude of major companies with extensive consumer bases and large workforces, all of which require sophisticated internal IT help desk support systems. These enterprises possess the financial resources to invest in advanced help desk technologies and demonstrate a strong preference for automating their support processes. This trend is in stark contrast to regions where smaller companies are more prevalent and have the same level of resources for such investments.

The flourishing IT sector in North America, coupled with substantial government demand and investment in help desk software, has further fueled market growth in the region. The robust infrastructure and high expenditure capabilities of companies in this area enable the adoption of cutting-edge, automated technologies. As a result, North America continues to lead the global market, driven by its advanced IT landscape and the significant financial backing that supports the transition to automated help desk solutions.

The region has a well-established history of early adoption of technological advancements, including customer relationship management (CRM) systems and help desk software, which has set the stage for its leadership in this field. Its developed IT infrastructure and a substantial pool of skilled IT professionals further bolster its position, providing a strong foundation for sophisticated software solutions. Businesses in the region prioritize customer satisfaction, which fuels the need for efficient and effective help desk solutions that can enhance service quality and streamline support operations. Additionally, the presence of major market players in North America fosters a highly competitive environment, spurring continuous innovation and the introduction of advanced features.

Cloud-based solutions are gaining traction due to their flexibility and scalability, allowing businesses to adapt their help desk systems to evolving needs. Seamless integration with other enterprise applications is a key selling point, as businesses seek solutions that integrate smoothly into their existing workflows. Furthermore, the integration of artificial intelligence (AI) into help desk software is enhancing efficiency and improving customer experiences, marking a significant trend in the region's market dynamics.

How the Increasing Digital Technologies and Rapid Economic Expansion Enable the Growth of Help Desk Software Market in Asia Pacific?

Asia Pacific is anticipated to witness the fastest growth in the help desk software market during the forecast period. Rapid economic expansion in countries such as China, India, and Australia is creating a robust demand for efficient customer support solutions. As these economies grow, businesses are increasingly investing in help desk software to enhance their customer service capabilities. The surge in digital technologies across various industries is further fueling this demand, as organizations seek advanced solutions to manage and support their digital operations.

Rising customer expectations are also a major driver, with consumers demanding high-quality service and prompt responses. This shift is particularly evident in the booming e-commerce sector, where businesses face a surge in customer inquiries and require efficient support systems to manage them effectively. Additionally, government initiatives promoting digital transformation and IT adoption are fostering favorable conditions for market growth, providing both support and incentives for businesses to invest in help desk technology.

The region's high growth potential is underscored by its large population and increasing internet penetration, which presents significant expansion opportunities. The diverse technological maturity across countries within the region leads to varied customer needs, necessitating adaptable and scalable solutions. Cloud-based help desk solutions are gaining traction due to their cost-effectiveness and scalability, allowing businesses to easily scale their support operations. Moreover, the widespread use of smartphones emphasizes the need for mobile-optimized help desk solutions to ensure accessible support across devices.

As the market evolves, emerging local players are entering alongside established global giants, offering competitive pricing and localized support to meet specific regional needs. This dynamic environment is driving innovation and competition, contributing to the overall growth and development of the help desk software market in Asia-Pacific.

Competitive Landscape

The Help Desk Software Market is dynamic and constantly evolving. To succeed, vendors must focus on delivering exceptional customer value, staying ahead of technological advancements, and building strong customer relationships.

The organizations are focusing on innovating their product line to serve the vast population in diverse regions. Some of the prominent players operating in the help desk software market include:

• Zendesk
• Salesforce
• Freshworks
• SysAid
• LiveAgent
• Vision Helpdesk
• HarmonyPSA
• Microsoft
• Zoho Corporation
• BMC Software

Latest Developments:

• In August 2021, Freshworks filed for an IPO in the US to raise $100 million on the Nasdaq Global Select Market under the symbol FRSH.
• In August 2020, Hiver entered the helpdesk software market, becoming the first customer service solution to operate out of G-Suite and offer helpdesk capabilities along with Gmail.
• In June 2020, Salesforce's venture capital invested in Tanium to launch a joint employee service management solution.

Help Desk Software Market, By Category

• Deployment Mode:
• On-Premises
• Cloud-Based
• Organization Size:
• Small and Medium-Sized Enterprises
• Large Enterprises
• End-User:
• IT and Telecom
• Banking, Financial Services and Insurance (BFSI)
• Healthcare
• Retail
• Education
• Region:
• North America
• Europe
• Asia-Pacific
• South America
• Middle East & Africa

TABLE OF CONTENTS

1.Introduction

• Market Definition
• Market Segmentation
• Research Methodology

2. Executive Summary

• Key Findings
• Market Overview
• Market Highlights

3. Market Overview

• Market Size and Growth Potential
• Market Trends
• Market Drivers
• Market Restraints
• Market Opportunities
• Porter's Five Forces Analysis

4. Help Desk Software Market, By Deployment Type

• On-Premises
• Cloud-Based

5 Help Desk Software Market, By Organization Size

• Small and Medium-sized Enterprises (SMEs)
• Large Enterprises

6 Help Desk Software Market, By End-User Industry

• IT and Telecom
• BFSI (Banking, Financial Services, and Insurance)
• Healthcare
• Retail
• Education

7. Regional Analysis

• North America
• United States
• Canada
• Mexico
• Europe
• United Kingdom
• Germany
• France
• Italy
• Asia-Pacific
• China
• Japan
• India
• Australia
• Latin America
• Brazil
• Argentina
• Chile
• Middle East and Africa
• South Africa
• Saudi Arabia
• UAE

8. Market Dynamics

• Market Drivers
• Market Restraints
• Market Opportunities
• Impact of COVID-19 on the Market

9. Competitive Landscape

• Key Players
• Market Share Analysis

10. Company Profiles

• Zendesk
• Salesforce
• Freshworks
• SysAid
• LiveAgent
• Vision Helpdesk
• HarmonyPSA
• Microsoft
• Zoho Corporation
• BMC Software

11. Market Outlook and Opportunities

• Emerging Technologies
• Future Market Trends
• Investment Opportunities

12. Appendix

• List of Abbreviations
• Sources and References