Support & Helpdesk Software Industry Overview

The Support & Helpdesk market has grown as a result of the universality of communication via social media and mobile devices. Customers expect to be able to contact businesses through an array of different channels, such as email, social media, and phone. As such, Support & Helpdesk software has become essential for customer-facing businesses.

Recent trends have seen Support & Helpdesk vendors offer more avenues for self-service. Knowledge base capabilities, online communities, and FAQ’s have become more common in software products. This is a natural evolution of a market that is characterized by quick resolution times.

There is generally less product differentiation in the Support &Helpdesk market, with vendors seeking to stand out by offering more advanced features, such as social media integration, gamification and increased security protection for larger businesses. The market has seen some disruption with vendors offering free options for their services in an industry that was largely characterized by paid pricing plans.

The Crozdesk Market Radar™ reveals a market with many big names that offer helpdesk suites, such as Freshdesk and Zendesk, each of them holding onto a significant chunk of market share. Despite this, the industry remains competitive with a high number of startup companies looking to break into the market.