Providing customers with the best customer support is as important as giving consumers the best products and services. This was how help desk software came to be. When an organization has one, along with other tools, It is effectively ticking off one of the essential customer experience best practices.
However, it can be tempting, especially for small- and medium-sized businesses, to forego the use of a help desk solution. Such can happen when they do not have the budget or are not convinced of the technology’s benefits. In this article, we put together help desk software statistics that can show you the significance of help desk tools. Not only can these assist you in deciding whether to implement such software, but these will allow you to follow trends in help desk and customer support as well.
Help Desk Software Statistics Table of Contents
General Help Desk Statistics
The help desk solutions market is a thriving one, as more organizations now pay more attention to the needs of customers. From only a handful of companies, there are now numerous help desk software providers. With these, you have plenty of choices when it comes to features and, of course, price range.
- The help desk market size is projected to reach $11 billion by 2023. (Transparency Market Research, 2021)
- There are around 95,444 companies in the help desk software segment, with 75 companies creating help desk technologies. (Datanyze, 2022)
- Among these technologies, Zendesk Help Desk has the largest market share at 28.99%. (Datanyze, 2022)
- Another familiar name in the top 5 help desk software list is Zoho Support with a 19.52% share of the audience. (Datanyze, 2022)
What Customers Want
It is only right that companies invest in digital tools that can assist them in taking care of customer concerns. After all, customers expect organizations to increase their digitization efforts because of COVID-19. Plus, the attractiveness of a product or service, and the price are no longer the deciding factors for consumers. Customer service plays an important role now in their decision-making, too.
- By 2020, the key brand differentiator will no longer be competitive pricing and product quality but overall customer experience. (Walker, 2020)
- 84% of shoppers are willing to spend more to get better customer service. (Gladly, 2020)
- 32% of organizations had their contact center technologies in the cloud at the end of 2020. (Deloitte Digital, 2021)
- 79% of contact center leaders plan to increase their AI investments in the next two years. (Deloitte Digital, 2021)
- The communication channels that customers most often use are chatbot (44%), Facebook (42%), WhatsApp (34%), SMS (32%), Email (28%), and Twitter (19%). (Commbox, 2020)
- Despite the availability of additional support channels, customers still prefer familiar avenues like phones, according to 36% of leaders. (Deloitte Digital, 2021)
- 93% of customer support teams say that the expectations of consumers today are higher than ever. (HubSpot, 2020)
- 9 in 10 consumers want a consistent omnichannel experience from brands. (Qualtrics, 2020)
- One survey showed that for 59% of customers, the quick resolution of their issue or question is the most important aspect of customer service. (Pega, 2020)
- That is followed by knowledgeable service agents (48%) and fast response (47%). (Pega, 2020)
Personalization Remains Key
Personalization is a trend that never goes away. In fact, it even evolves. Moreover, customers expect personalization not only in marketing. They want to see it in customer service, too. Plus, it is a part of IT help desk metrics industry standard. Therefore, it is essential to include it in dealings with customers.
- In addition, 46% of shoppers say that being able to interact on their preferred channel is an important aspect of the personalized help desk experience. (Alvaria, 2020)
- 79% of customers also say that personalized customer support is more important than personalized marketing. (Gladly, 2020)
- In line with this, consumers say that it is important for businesses to take note of their identification (66%), previous conversations (56%), and purchase history (55%). (Gladly, 2020)
- In 19 out of 27 markets, personalization is one of the strongest drivers of customer loyalty. (KPMG, 2020)
- Lastly, another survey confirms that 90% of customers see problem resolution as the most critical customer service issue they have. (KPMG, 2020)
Source: Aspect, 2020
Help Desk Software Benefits
Apart from streamlining the management of customer issues, there are other help desk software benefits. It boosts productivity and saves companies hours of work. And by perusing a service desk benchmarking report 2020, you can see if your help desk is on par with industry standards.
- 86% of service teams note that having a help desk system increases their productivity. (HubSpot, 2020)
- Among high-growth service teams, 51% rely on help desk systems. (HubSpot, 2020)
Cost and Savings of Help Desk Statistics
As mentioned earlier, the cost can be a barrier for a business to implement a help desk system. But there are plenty of economical tools that provide organizations with the features they need. On top of that, they bring additional benefits like cost savings. You can check the help desk statistics reviews below to know how much help desk tools can cost and how much they can help you save.
- Globally, the largest expense of service desks goes to agent salaries and benefits. This takes 53.6% of the pie. (HDI, 2021)
- Meanwhile, technology and telecommunications expenses account for only 11.6% of the total expenditure. (HDI, 2021)
- It takes at least $12,000 to replace just one service desk agent in North America. (HDI, 2021)
- The average cost of a self-help ticket is $2.37. In comparison, a walk-up would cost an organization an average of $37.52. (HDI, 2021)
- The cost of manually handling a help desk ticket is $22. By automating the process, 22% of total service desk tickets were resolved at practically no cost. (BMC)
- Organizations focusing on customer experience have a return that is three times greater than CX laggards. (BARE International, 2020)
Most Popular Help Desk Software
- Zendesk. It is a help desk suite that empowers customer service agents to assist customers with their issues and queries by giving them access to ticketing, chat, and call center tools as well as a knowledge base. This Zendesk review can show you its capabilities succinctly.
- Freshdesk. This is a well-known help desk software that promotes collaboration among customer support representatives. You can learn more about its features in this Freshdesk review.
- Salesforce Service Cloud. The resolution of cases is fast-tracked with this support platform by Salesforce, as it provides a comprehensive view of each customer, from earlier interactions to previously resolved issues. Our Salesforce Service Cloud review outlines the benefits you can gain from it.
- Groove. It may be a simple software but it is intuitive and enables businesses of all sizes to provide quick and efficient support. You can learn more about its capabilities in this Groove review.
- Freshservice. A popular customer support application, this helps ensure that every customer query is attended to. Discover its functionalities and the benefits it offers in this Freshservice review.
Management Trends in Help Desk
Consumers do not just want to communicate—they want organizations to provide proactive customer support. They also expect to be met on the channel they prefer. Not only that, they demand consistent conversations even when they switch channels.
Fortunately, there are modern help desk applications that allow companies to consolidate all customer communications. The help desk software statistics below show that customers’ preferences in communication channels vary by age. Additionally, these facts point to help desk industry trends you need to take into account when managing your help desk.
- By the end of 2020, there were 4.037 billion email users around the world. When 2025 rolls around, that number is expected to reach 4.594 billion. (The Radicati Group, 2021)
- The most used digital customer service channel is email, with 20% of consumers opting to leverage the platform for their queries in 2020. (CFI Group, 2020)
- This is followed by interactive online chat at 14%. (CFI Group, 2020
Source: The Radicati Group, 2021
Voice Calls
- 77.7% of customers between the ages 51 and 75 still prefer telephone or in-person customer service. (NTT, 2020)
- On the other hand, 69.9% of customers who are aged 25 and below like to use automated channels. (NTT, 2020)
- 23% of consumers prefer phone calls as their main customer service channel. (Netomi, 2020)
- However, companies only utilize 45.1% of their voice call agents. (MetricNet, 2020)
- The call abandonment rate in the US can get as high as 9.6%. (MetricNet, 2020)
- Another study showed that in 2020, the average abandonment rate was 5.91%. (TalkDesk, 2021)
- It took callers an average of 2 minutes and 2 seconds before quitting a call that was put on hold. (TalkDesk, 2021)
Social Media
- 4.55 billion people are active on social media, as of October 2021. They account for 57.6% of the total population of the world. (DataReportal, 2021)
- 95.8% of global internet users between the ages 16 and 64 visited or used social networking sites or apps. (DataReportal, 2021)
- The average internet user has eight social media accounts in 2020. (GlobalWebIndex, 2020)
- The length of time spent on social media by users has increased—from 2 hours and 24 minutes in 2020 to 2 hours and 27 minutes as of October 2021. (DataReportal, 2021)
- 4% of consumers shared that they used Facebook to contact customer support. (CFI Group, 2021)
- Only 2% opted to use Twitter for their customer concerns. (CFI Group, 2021)
- 40% of customers who voice their complaints on social media expect a response within one hour. (Convince & Convert, 2021)
- 37% of consumers message a brand on social media to get help on customer service concerns. (Sprout Social, 2020)
- The top three reasons why consumers unfollow brands on social media include poor customer support (49%), poor product quality (49%), and too many ads (45%). (Sprout Social, 2020)
Live Chat
- 23% of consumers prefer using live chat compared to other customer support channels. (Netomi, 2020)
- Live chat has a 92% satisfaction rate, trumping other channels.
- Global satisfaction rate for live chat was 85.6% in 2020. (Comm100, 2021)
- As such, 90% of service teams say that live chat is a successful channel when it comes to helping customers. (HubSpot, 2020)
- The chatbot market is predicted to have a value of $102.29 by 2026, at a CAGR of 34.75%. (Mordor Intelligence, 2021)
- 52% of consumers say they will repurchase from companies that provide live chat as an option for customer support. (Kayako, 2021)
- Help desk software research shows that only 9% of companies leverage live chat functionalities for their official sites. (SuperOffice, 2021)
Customer Self-service
- 68% of customers view the provision of self-service options as a form of customer service. (Aspect, 2020)
- 42% of customers prefer self-service options over contacting a live agent (58%) when dealing with simple issues. (Aspect, 2020)
- Customers prefer self-service options for mobile AIA (65%), SMS (64%), mobile app notifications (59%), messaging apps (47%), and email (45%). It is least preferred on chat (26%) and voice calls (10%). (Aspect, 2020)
- 69% of consumers prefer to resolve their customer service problems on their own before seeking help from agents. (Zendesk, 2020)
- Meanwhile, when faced with product/service/technical issues, 63% of consumers begin by researching the company’s online resources before contacting the help desk. (Zendesk, 2020)
- However, only 1/3 of businesses offer self-service options such as knowledge bases and forums. (Zendesk, 2020)
- Between 2016 and 2020, self-service help desk adoption has grown by 103%. (Zendesk, 2020)
Help Desk Challenges
The fast-paced nature of the digital age has made consumers more impatient and demanding. So, best believe that meeting their expectations will be no walk in the park. If you truly want to provide your customers with the kind of support that they want, you will have to go the extra mile in optimizing response times and making sure that your help desk representatives are at the top of their game at all times. In order to do that, you may have to conduct a help desk performance review to overcome challenges with a help desk metrics Excel template.
- 86% of customers say they expect to be able to move from channel to channel but still have seamless conversations with agents. (Gladly, 2020)
- 90% of consumers state that customer service plays a big role in their choice of and loyalty to a brand. (Microsoft Dynamics 365, 2020)
- When businesses are unable to meet customer expectations, 56% of consumers do not hesitate to end the relationship. (Microsoft Dynamics 365, 2020)
- A more recent study reported that 93% of service teams believe that customer support expectations in 2020 are higher than ever. Moreover, 86% say customers are more informed now than in the past. (HubSpot, 2020)
- More than two-thirds of customers want brands to engage them with proactive customer notifications. (Microsoft Dynamics 365, 2020)
- 55% of customers expect brands to provide better customer service year over year. (Microsoft Dynamics 365, 2020)
- 79% of consumers said that the experience a company offers is as important as their products or services. (Salesforce, 2021)
- Most customers remain forgiving. 78% of consumers are willing to forgive brands for their mistakes. That is if the buyers received excellent service. (Salesforce, 2021)
- What is more, customers say they want a fast resolution (61%), a favorable outcome (57%), and convenience (47%) in every customer service interaction. (Netomi, 2020)
- 27% of consumers want proactive customer service. (Netomi, 2020)
- 70% of customers expect businesses to offer them the same standard of personalized service across physical stores and online platforms. (Suzy, 2020)
- 64% of consumers feel that a lack of personalization makes them feel like they are being treated more like tickets than paying customers. (Gladly, 2020)
What Customers Want in Customer Service Interactions
Fast resolution: 61%
Fast resolution
61%Favorable outcome: 57%
Favorable outcome
57%Convenience: 47%
Convenience
47%Source: Netomi, 2020
Designed byImpact of COVID-19
It is already challenging to remain competitive in a world where customer expectations are difficult to meet. But then the COVID-19 pandemic happened and everyone experienced a crisis that they were unfamiliar with. Organizations themselves had to make changes that were supposed to roll out progressively over several years. Businesses that were still on the drawing board for digitization had to hastily implement whatever plans they had. Because of this, digitization was accelerated by seven years in a short span of time. And when it came to meeting customer demands, organizations did the best they could, as these help desk software statistics exemplify.
- Average ticket volume has risen by 16% since the pandemic, making it more difficult for help desk agents. (Zendesk, 2021)
- Over the course of the pandemic, channel preferences have also fluctuated. Globally, help desk interactions increased on WhatsApp 111%, SMS (15%), social media (11%), and chat (10%). (Zendesk, 2021)
- Moreover, when it comes to concerns related to the pandemic, 58% of customers prefer calling support agents over other channels. (Accenture, 2020)
- 64% of workers, which include help desk agents, in the United States have shifted to remote work due to the pandemic. (SHRM, 2020)
- In addition, three in five employees who are working remotely during the pandemic are looking to continue the setup even after the pandemic. (Gallup, 2020)
- 64% of companies are looking to increase automation technology investments as a result of the pandemic. (Inference Solutions, 2020)
How can help desk software improve employee satisfaction?
Help desk software not only benefits customers but also has a substantial impact on employee satisfaction. Here are key ways help desk tools contribute to a positive work environment for customer support teams:
- Reduced Workload through Automation: By automating repetitive tasks, such as ticket routing and status updates, help desk software helps minimize workload and reduces the chances of burnout among support staff. This lets employees focus on more complex and rewarding interactions.
- Streamlined Communication: Help desk software centralizes communication channels, making it easier for support agents to manage and respond to inquiries without jumping between platforms. This unified workflow improves response times and reduces the stress of handling multiple communication channels separately.
- Clear Performance Metrics and Goals: Many help desk tools offer performance dashboards and analytics, enabling employees to track their progress and set achievable goals. Knowing where they stand can boost motivation and provide a sense of accomplishment.
- Knowledge Base and Resource Access: With integrated knowledge bases, support agents can quickly access relevant information, improving their ability to resolve issues efficiently. This minimizes the frustration of searching for answers and empowers employees to provide faster, more accurate solutions.
- Career Development and Skill Building: The use of advanced help desk software provides opportunities for employees to learn about new technologies, such as AI and data analytics. Exposure to these tools helps employees develop skills that contribute to professional growth and job satisfaction.
- Positive Impact on Work-Life Balance: By automating routine tasks and streamlining workflows, help desk software can reduce the amount of overtime required. This improved work-life balance helps employees feel valued and reduces turnover.
What Do These Help Desk Statistics Mean for Your Organization?
If these help desk software statistics show one thing, it is businesses need to acknowledge that they need to continually improve their customer support. The COVID-19 pandemic saw customer expectations evolve and presented new challenges. On top of that, many consumers are aware of technological advances. This only means that they are expecting organizations to adopt those to have top-notch customer service.
Because these days, how well you offer customer service can make or break deals with consumers. They can easily convince other people to patronize your brand or turn away from it. Customers can do this by word of mouth and social media, with the latter having a wider reach. To ensure that you always have a smooth relationship with customers, particularly when they are looking for support, you only need to look at this help desk statistics report.
If you still need more information before you implement a help desk application, check the difference between help desk and ticket management software. This is essential because, at some point, you are going to encounter ticket management. And you will see that often, these two work together to integrate and simplify how you deal with customer concerns.
Key Insights
- Market Growth: The help desk software market is projected to reach $11 billion by 2023, indicating robust growth and increasing adoption.
- Customer Expectations: By 2020, customer experience, rather than competitive pricing or product quality, became the key brand differentiator.
- Demand for Digital Solutions: 93% of customer support teams acknowledge that consumer expectations are higher than ever, with a significant demand for digitization due to COVID-19.
- Importance of Personalization: 79% of customers prioritize personalized customer support over personalized marketing, emphasizing the need for customized interactions.
- Cost Efficiency: Automating help desk processes can significantly reduce costs, with the average cost of a self-help ticket being $2.37 compared to $37.52 for a walk-up.
- Remote Work Adaptation: The pandemic has accelerated remote work, with 64% of U.S. workers shifting to remote work and many desiring to continue this setup post-pandemic.
- Channel Preferences: Despite new channels, 36% of customers still prefer phone support, while live chat has a high satisfaction rate of 92%.
- Automation and AI: 64% of companies are looking to increase automation investments, with AI playing a significant role in future customer interactions.
FAQ
1. What is help desk software, and why is it important for businesses?
Help desk software is a digital tool that helps businesses manage customer inquiries and support requests efficiently. It is important because it enhances customer service, boosts productivity, and ensures quick resolution of issues, which is crucial for maintaining customer satisfaction and loyalty.
2. How has the help desk software market evolved in recent years?
The help desk software market has seen substantial growth, projected to reach $11 billion by 2023. The increase in customer expectations, digitization, and the impact of the COVID-19 pandemic have driven more businesses to adopt help desk solutions to improve their customer service operations.
3. What are the main benefits of using help desk software?
Help desk software streamlines customer issue management, boosts productivity by up to 86%, and saves costs by automating processes. It also provides valuable insights into customer interactions, enabling businesses to enhance their service quality and efficiency.
4. How does help desk software contribute to cost savings?
Help desk software reduces costs by automating ticket resolution processes, lowering the need for manual intervention. For instance, the cost of resolving a self-help ticket is significantly lower ($2.37) compared to handling it manually ($22), resulting in substantial savings for businesses.
5. How has the COVID-19 pandemic impacted help desk operations?
The pandemic has increased the volume of help desk tickets by 16%, driven the adoption of remote work, and changed channel preferences, with more interactions happening via WhatsApp, SMS, and social media. Businesses have also accelerated their investments in automation technology to cope with the increased demand and changing customer expectations.
6. What are the current customer preferences for support channels?
Customers prefer various support channels, with 23% favoring phone calls, 23% opting for live chat, and a significant portion using email. Despite the rise of digital channels, many customers still value traditional methods like phone support for quick resolution of their issues.
7. Why is personalization important in customer support?
Personalization is crucial because it enhances customer satisfaction and loyalty. Customers expect personalized interactions that acknowledge their preferences, previous conversations, and purchase history. 79% of customers believe that personalized customer support is more important than personalized marketing.
8. What are the main challenges faced by help desk teams?
Help desk teams face challenges such as meeting high customer expectations, managing increased ticket volumes, and ensuring seamless omnichannel support. Additionally, providing personalized and proactive customer service while maintaining efficiency and cost-effectiveness is a significant challenge.
9. How can businesses improve their help desk operations?
Businesses can improve help desk operations by investing in advanced help desk software, automating repetitive tasks, training support agents, and implementing omnichannel support strategies. Focusing on personalization and proactive customer engagement can also enhance the overall customer experience.
10. What are the future trends in the help desk industry?
Future trends in the help desk industry include increased use of AI and chatbots for customer interactions, greater reliance on automation to handle routine tasks, and a continued emphasis on personalization and omnichannel support. The shift to remote work and the growing importance of digital communication channels will also shape the future of help desk operations.
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