服务台和票务软件市场规模预计将从 2023 年的 36.4 亿美元增至 2031 年的 75.1 亿美元。预计 2023 年至 2031 年,该市场的复合年增长率将达到 9.5%。自助服务门户的出现可能仍然是未来几年的主要市场趋势。CAGR of 9.5% from 2023 to 2031. The emergence of self-service portals is likely to remain a key market trend in the coming years.
帮助台和票务软件市场分析
客户服务行业数字化的兴起推动了对服务台和票务软件的需求。这些软件解决方案有助于自动执行重复性管理任务,包括客户支持操作。在数字解决方案的帮助下,业务自动化的蓬勃发展趋势正在推动该软件的使用。根据 GoTo 于 2022 年 8 月发布的新闻稿,该公司在其 GoTo Connect 统一通信即服务 (UCaaS) 产品中推出了 IT 帮助台功能。通过利用 GoTo 在 IT 支持和管理方面的专业知识,用户现在可以从 GoTo 应用程序提交票证,从而启用旨在帮助缩短 IT 管理员的查询解决时间的综合视图。
帮助台和票务软件市场概述
自 COVID-19 大流行爆发以来,客户服务行业的模式发生了巨大变化。对于客户体验至关重要的服务台票务系统随着时间的推移而发生了变化。帮助台票务有助于解决客户支持问题,从而自动执行重复且耗时的管理流程。帮助台和票务系统的主要目标是生成在线查询票证并获得解决这些查询所需的解决方案。该管理系统还提供了一个在线平台,用于查看提出的查询并检查其状态。企业广泛使用帮助台和票务软件解决方案来组织、管理和响应客户通过电子邮件、电话、社交媒体和其他渠道提出的与服务相关的请求。帮助台和票务软件简化了支持流程,并提供有关所有通信渠道的客户参与度的分析。这些软件解决方案还可能具有附加功能,例如客户自助服务和社交客户服务集成或实时聊天软件模块。
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服务台和票务软件市场:
年均复合增长率(2023 - 2031)9.5%- 2023 年市场规模
36.4 亿美元 - 2031 年市场规模
75.1 亿美元
市场动态
- 全渠道软件的好处
- 强调远程工作集成
- 越来越多地采用基于云的解决方案
- 采用自助服务门户
- 帮助台和票务软件的进步
- 政府重点促进中小企业发展
关键人物;主力;重要一员
- Zendesk公司
- 创尼斯
- Zoho 公司私人有限公司
- 新鲜工厂公司
- 文本SA
- SolarWinds Worldwiden 有限责任公司
- 阿特拉斯公司
- 服务现在公司
- 系统援助
- Exotel Techcom 私人有限公司
区域概况
- 北美
- 欧洲
- 亚太
- 南美洲和中美洲
- 中东和非洲
市场细分
- 软件
- 服务
- 零售
- 政府
- 制造业
- 卫生保健
- 款待
- 信息技术和电信
- 基于云的
- 本地部署
- 中小企业
- 大型企业
- 示例 PDF 通过定性和定量分析展示了内容结构和信息的性质。
帮助台和票务软件市场驱动因素和机遇
全渠道软件支持市场的好处
考虑到客户的可及性和可行性的企业更有可能吸引新客户,同时保留现有的客户群。此外,实施高效的客户服务有助于他们改善与客户的关系。通过聊天、电子邮件、电话、社交媒体和其他渠道管理的全渠道客户支持服务是满足大量客户需求的有效方法之一。随着数字化的兴起,客户现在可以通过各种平台联系企业。全渠道帮助台和票务软件解决方案将各种渠道集成到统一平台中,允许客户通过这些渠道联系支持团队。
客户支持团队在单个界面上接收查询,并在其中简化响应。该平台确保不同渠道之间的平滑过渡,并记录每个查询和响应的上下文和历史记录。这些软件解决方案提供的更快、更个性化的响应进一步提高了客户满意度和体验。这些好处促进了全渠道服务台和票务软件的使用。因此,零售、电子商务、制造和政府等多个垂直行业的各种企业正在采用该软件来提供一致和高质量的服务。 Freshworks Inc.、Ameyo 和 HappyFox Inc. 是市场上重要的全渠道服务台和票务软件提供商。
帮助台和票务软件的进步创造了显着的市场机会
软件公司不断致力于将先进技术、功能和更新集成到其产品中,以满足客户的需求。此外,他们还专注于将帮助台和票务软件与其他工具集成,以简化业务流程并改善不同部门之间的数据共享。 2022年12月,Vision Helpdesk发布Vision Helpdesk V5.6.8稳定版。此版本具有多项新功能以及修复了先前版本中的错误。添加的功能包括 WhatsApp 集成、实时聊天调查模块和实时聊天访客邀请功能等。人工智能 (AI) 和机器学习(ML) 等先进技术也有助于彻底改变服务台和票务软件。此类技术的集成使软件解决方案能够预测客户需求、自动响应并提供个性化的客户交互。人工智能可以分析和检测隐藏的模式以及有助于改善客户服务的见解。通过机器学习,过去的数据可用于为客户查询提供更准确的解决方案。因此,人工智能和机器学习等先进技术以及多种其他连接功能的集成为帮助台和票务软件市场参与者创造了利润丰厚的机会。
帮助台和票务软件市场报告细分分析
有助于得出帮助台和票务软件市场分析的关键部分是组件、垂直行业、部署和组织规模。
- 根据组件,市场分为软件和服务。到 2023 年,软件细分市场将在帮助台和票务软件市场中占据更大份额。
- 根据垂直行业,市场分为零售、政府、制造、医疗保健、酒店、IT 和电信等。 2023 年,IT 和电信领域在帮助台和票务软件市场中占据最大份额。
- 根据部署,市场分为基于云的和本地的。 2023 年,基于云的细分市场在帮助台和票务软件市场中占据更大份额。
- 根据组织规模,市场分为中小企业(SME)和大型企业。 2023 年,大型企业细分市场在帮助台和票务软件市场中占据更大份额。
按地域划分的帮助台和票务软件市场份额分析
- 帮助台和票务软件市场分为五个主要区域:北美、欧洲、亚太地区 (APAC)、中东和非洲 (MEA) 以及南美洲和中美洲。 2023 年,北美占据市场主导地位,其次是欧洲和亚太地区。
- 北美是采用先进技术解决方案的先驱。该地区是 IT 和电信、医疗保健、金融和电子商务行业的中心;所有这些部门都严重依赖高效的客户和内部支持。深入了解客户体验对于这些行业的公司至关重要。帮助台软件解决方案使他们能够通过简单地自动化投诉解决流程来更快、更有效地解决客户申诉。 Genesys、Zendesk 和 SolarWinds Worldwide LLC. 等是在北美运营的各种帮助台和票务软件提供商。
帮助台和票务软件市场报告范围
报告属性 | 细节 |
---|---|
2023年市场规模 | 36.4亿美元 |
2031 年市场规模 | 75.1亿美元 |
全球复合年增长率(2023 - 2031) | 9.5% |
历史数据 | 2021-2022 |
预测期 | 2024-2031 |
涵盖的细分市场 | 按组件
|
覆盖地区和国家 | 北美
|
市场领导者和主要公司简介 |
|
- 示例 PDF 通过定性和定量分析展示了内容结构和信息的性质。
帮助台和票务软件市场新闻和最新动态
通过收集初级和二级研究后的定性和定量数据来评估帮助台和票务软件市场,其中包括重要的公司出版物、协会数据和数据库。下面列出了帮助台和票务软件市场的一些发展:
- Zendesk 推出了由 Zendesk AI 驱动的自主 AI 代理、工作流程自动化、代理副驾驶以及劳动力管理 (WFM) 和质量保证 (QA) 功能。 Zendesk AI 旨在通过自动化任务和路由工单来增加价值,使企业能够更快地响应客户,并使员工能够专注于主动销售活动等高价值活动。
(来源:Zendesk,新闻稿,2024 年 4 月)
- IT 和企业服务管理解决方案领先提供商 SysAid 宣布与 BDO South Africa 建立合作伙伴关系,BDO South Africa 是 BDO Global 公共会计、税务和咨询公司国际网络的一部分,在 166 个国家/地区提供专业服务,在全球设有超过 1,776 个办事处。 SysAid 和 BDO 在南非的合作伙伴关系代表了强大的协同作用,为寻求提高生产力的组织带来了无与伦比的价值。 SysAid 和 BDO SA 旨在为南非各种规模的公司和行业提供用于 ITSM(即 IT 服务管理)的尖端人工智能。
(来源:SysAid,新闻稿,2024 年 3 月)
帮助台和票务软件市场报告范围和可交付成果
《帮助台和票务软件市场规模和预测(2021-2031)》提供了涵盖以下领域的市场详细分析:
- 服务台和票务软件市场规模以及全球、区域和国家层面涵盖的所有关键细分市场的预测
- 帮助台和票务软件市场趋势以及市场动态,例如驱动因素、限制因素和关键机会
- 详细的 PEST/波特五力分析和 SWOT 分析
- 帮助台和票务软件市场分析,涵盖主要市场趋势、全球和区域框架、主要参与者、法规和最新市场发展
- 行业格局和竞争分析,涵盖市场集中度、热图分析、知名参与者以及服务台和票务软件市场的最新发展
- 详细的公司简介
- Historical Analysis (2 Years), Base Year, Forecast (7 Years) with CAGR
- PEST and SWOT Analysis
- Market Size Value / Volume - Global, Regional, Country
- Industry and Competitive Landscape
- Excel Dataset
Report Coverage
Revenue forecast, Company Analysis, Industry landscape, Growth factors, and Trends
Segment Covered
This text is related
to segments covered.
Regional Scope
North America, Europe, Asia Pacific, Middle East & Africa, South & Central America
Country Scope
This text is related
to country scope.
Frequently Asked Questions
The market is anticipated to expand at a CAGR of 9.5% during 2023-2031.
The market is expected to reach a value of US$ 7.51 billion by 2031.
Genesys, Zendesk, SolarWinds Worldwide, LLC, Atlassian, ServiceNow, Inc., and Zoho Corporation Pvt. Ltd are major players in the market.
Self-service portal is a key trend in the market.
Benefits of omnichannel software, emphasis on remote work integration, and increasing adoption of cloud-based solutions are driving the market growth.
North America dominated the help desk and ticketing software market in 2023.
Trends and growth analysis reports related to Technology, Media and Telecommunications : READ MORE..
The List of Companies - Help Desk and Ticketing Software Market
- Zendesk Inc
- Genesys
- Zoho Corp Pvt Ltd
- Freshworks Inc
- TEXT S.A.
- SolarWinds Worldwiden LLC
- Atlassian Corp
- ServiceNow Inc
- SysAid
- Salesforce Inc
The Insight Partners performs research in 4 major stages: Data Collection & Secondary Research, Primary Research, Data Analysis and Data Triangulation & Final Review.
- Data Collection and Secondary Research:
As a market research and consulting firm operating from a decade, we have published and advised several client across the globe. First step for any study will start with an assessment of currently available data and insights from existing reports. Further, historical and current market information is collected from Investor Presentations, Annual Reports, SEC Filings, etc., and other information related to company’s performance and market positioning are gathered from Paid Databases (Factiva, Hoovers, and Reuters) and various other publications available in public domain.
Several associations trade associates, technical forums, institutes, societies and organization are accessed to gain technical as well as market related insights through their publications such as research papers, blogs and press releases related to the studies are referred to get cues about the market. Further, white papers, journals, magazines, and other news articles published in last 3 years are scrutinized and analyzed to understand the current market trends.
- Primary Research:
The primarily interview analysis comprise of data obtained from industry participants interview and answers to survey questions gathered by in-house primary team.
For primary research, interviews are conducted with industry experts/CEOs/Marketing Managers/VPs/Subject Matter Experts from both demand and supply side to get a 360-degree view of the market. The primary team conducts several interviews based on the complexity of the markets to understand the various market trends and dynamics which makes research more credible and precise.
A typical research interview fulfils the following functions:
- Provides first-hand information on the market size, market trends, growth trends, competitive landscape, and outlook
- Validates and strengthens in-house secondary research findings
- Develops the analysis team’s expertise and market understanding
Primary research involves email interactions and telephone interviews for each market, category, segment, and sub-segment across geographies. The participants who typically take part in such a process include, but are not limited to:
- Industry participants: VPs, business development managers, market intelligence managers and national sales managers
- Outside experts: Valuation experts, research analysts and key opinion leaders specializing in the electronics and semiconductor industry.
Below is the breakup of our primary respondents by company, designation, and region:
Once we receive the confirmation from primary research sources or primary respondents, we finalize the base year market estimation and forecast the data as per the macroeconomic and microeconomic factors assessed during data collection.
- Data Analysis:
Once data is validated through both secondary as well as primary respondents, we finalize the market estimations by hypothesis formulation and factor analysis at regional and country level.
- Macro-Economic Factor Analysis:
We analyse macroeconomic indicators such the gross domestic product (GDP), increase in the demand for goods and services across industries, technological advancement, regional economic growth, governmental policies, the influence of COVID-19, PEST analysis, and other aspects. This analysis aids in setting benchmarks for various nations/regions and approximating market splits. Additionally, the general trend of the aforementioned components aid in determining the market's development possibilities.
- Country Level Data:
Various factors that are especially aligned to the country are taken into account to determine the market size for a certain area and country, including the presence of vendors, such as headquarters and offices, the country's GDP, demand patterns, and industry growth. To comprehend the market dynamics for the nation, a number of growth variables, inhibitors, application areas, and current market trends are researched. The aforementioned elements aid in determining the country's overall market's growth potential.
- Company Profile:
The “Table of Contents” is formulated by listing and analyzing more than 25 - 30 companies operating in the market ecosystem across geographies. However, we profile only 10 companies as a standard practice in our syndicate reports. These 10 companies comprise leading, emerging, and regional players. Nonetheless, our analysis is not restricted to the 10 listed companies, we also analyze other companies present in the market to develop a holistic view and understand the prevailing trends. The “Company Profiles” section in the report covers key facts, business description, products & services, financial information, SWOT analysis, and key developments. The financial information presented is extracted from the annual reports and official documents of the publicly listed companies. Upon collecting the information for the sections of respective companies, we verify them via various primary sources and then compile the data in respective company profiles. The company level information helps us in deriving the base number as well as in forecasting the market size.
- Developing Base Number:
Aggregation of sales statistics (2020-2022) and macro-economic factor, and other secondary and primary research insights are utilized to arrive at base number and related market shares for 2022. The data gaps are identified in this step and relevant market data is analyzed, collected from paid primary interviews or databases. On finalizing the base year market size, forecasts are developed on the basis of macro-economic, industry and market growth factors and company level analysis.
- Data Triangulation and Final Review:
The market findings and base year market size calculations are validated from supply as well as demand side. Demand side validations are based on macro-economic factor analysis and benchmarks for respective regions and countries. In case of supply side validations, revenues of major companies are estimated (in case not available) based on industry benchmark, approximate number of employees, product portfolio, and primary interviews revenues are gathered. Further revenue from target product/service segment is assessed to avoid overshooting of market statistics. In case of heavy deviations between supply and demand side values, all thes steps are repeated to achieve synchronization.
We follow an iterative model, wherein we share our research findings with Subject Matter Experts (SME’s) and Key Opinion Leaders (KOLs) until consensus view of the market is not formulated – this model negates any drastic deviation in the opinions of experts. Only validated and universally acceptable research findings are quoted in our reports.
We have important check points that we use to validate our research findings – which we call – data triangulation, where we validate the information, we generate from secondary sources with primary interviews and then we re-validate with our internal data bases and Subject matter experts. This comprehensive model enables us to deliver high quality, reliable data in shortest possible time.