Helpdesk Automation Industry Growth Factors, Regional Analysis and Forecast till 2023 by Key Players

Market Highlights

The global helpdesk automation market is anticipated to surpass a valuation of USD 11 billion, attaining a CAGR of 33% during the review period (2017-2023), Market Research Future (MRFR) reveals in a detailed analysis.

The global helpdesk automation market has witnessed a tectonic surge over the past few years. The soaring demand for automated routine processes has led organizations to plan to minimize level one support, also referred to as customer support executive. It is being replaced with helpdesk automation. This is due to the new industry chain structure, which comprises helpdesk automation. The adoption of personal devices in the workspace is predicted to contribute to the market growth. Helpdesk automation provides a fast query solving process, which has further accelerated its adoption across industry verticals like healthcare, BFSI, education, and more.

Market Key Trends & Challenges

The forces that are driving the helpdesk automation market’s valuation are rising demand for automated routine processes and helping in expansion. With this, many organizations are planning to a reduced level of one support, resulting in a reduction of support executive and swapping helpdesk automation. These actions are majorly happening as many new industries chain structure are coming up with helpdesk automation. These factors are moderately driving the market for helpdesk automation in a positive way.

At the same time, factors such as the widespread adoption of personal devices in workplaces are anticipated mainly to drive the market in the coming years. The study also encompassed that the technology, in today’s time, is offering quick query solving processes. Such a thing has accelerated its adoption across various industry verticals such as BFSI, healthcare, education, and more. Therefore, looking at this, it is expected that technology to boom the growth of the global helpdesk automation market in the forthcoming years at an extraordinary rate.

On the flip side, the factor of limited capabilities of small organizations to adopt the automation process has recorded to be one of the reasons for which the growth of the market is hindered.

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Segmentation:

The market for helpdesk automation, as per the study, has been segmented among the elements of software type, solution, end-users, and organization size.

In terms of software type: Web helpdesk software, open-source help desk, enterprise help desk software, and on-premise help desk software are the segments. As the software are an essential component in the helpdesk assistance, these are more important in the automation of helpdesk support. The software works and follows the algorithm, which helps in the sortation, assignment, reminder, and management of tickets that are being raised by the customer.

In terms of the solution: Alert management, ticket sortation, and ticket scheduling among others, are the segments.

In terms of end-users, this segment tends to have most of the applications of helpdesk automation as it includes IT, telecom, education, government, retail, automotive, healthcare, and BFSI. Out of which, the IT and telecom sectors are leading the market due to the high chances of a customer query for the company’s product or services. It is also due to the advancement in the information technology and higher demand by the large organizations to shift to automation. Even besides these, the government, retail, and healthcare sectors are witnessing a fast growth in the market, majorly owing to the consumerization of information technology and widespread adoption of personal devices in the workplace.

In terms of organization size: Small & medium-sized enterprises and large enterprises are the segments. Basically, in large enterprises, the need for level 1 support is high that offers an opportunity for the automation of helpdesk support. Among these, the large organizations are leading this segment as these possess the capability to adopt the new technology.

Regional Framework

Geographically, the helpdesk automation market spans across Europe, North America, Asia Pacific, and the Rest of the World (RoW).

Considering the global scenario, North America is predicted to dominate the market globally, mainly due to the existence of technologically advanced economies adopting automation and cloud technologies. The presence of a strong retail sector and large IT companies is contributing to the growth of the regional market.

Europe is considered a mature market in helpdesk automation and will continue to show steady growth in the forecast period. The soaring adoption of mobile and cloud technologies by several SMEs and the increasing trend of BYOD in multiple countries is predicted to direct the course of the market.

The Asia Pacific will witness the highest growth rate, mainly due to the rising penetration of the internet, coupled with the soaring demand for consumer goods. The advancements made in digitization and automation processes further contribute to the growth of the regional market. The introduction of advanced automation solutions further augments the helpdesk automation market in the region.

Market Key Players

As per the study, the global helpdesk automation market enlists some of the prominent key players, and they are—CA Technologies (U.S.), BMC Software, Inc (U.S.), Landesk Software (U.S.), ServiceNow, Inc (U.S.), NTRglobal (Spain), FrontRange Solutions (U.S.), Sunrise Software Ltd (U.K.), Axios Systems (U.K.), HappyFox Inc (U.S.), Atlassian Corporation Plc. (Australia), Hewlett Packard Enterprise Company (U.S.), and to name a few.

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