Help Desk Software Trends for 2022

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A help desk is a very important part of any growing organization. Help desks are not just meant to provide ongoing customer support, and hence increase customer retention, but they are also necessary for the presale process. A lot of purchasing decisions are now based on how effective the help desk of an organization is, which is a testament to the importance an organization gives to its customers.

Since help desk technology was introduced, the market size has grown exponentially. Nowadays, investing in customer support has a bigger and more explicit impact on the bottom line than ever before.

The help desk is a central hub for almost any type of work. From supporting millions of customers to managing millions of dollars in transactions at a bank, help desk professionals are crucial to the success of any company. They are the glue that holds a company together, and one of the main reasons for the success of a business.

Like any other technology, Help desks are also evolving rapidly. If your organization already has a good help desk setup or is thinking about jumping on to this bandwagon, here are some help desk trends and statistics for 2022 that will help you in ensuring your efforts are in line with the customer expectations.

Read on to find appropriate ways to optimize your customer support measures through 2022 and beyond.

General Help Desk

There are many ways to help customers, but the most common is through the use of help desk software. These programs help you track issues with your company’s products and services, and help to keep customers happy and up to date with your company’s progress. 

Fortunately, there are help desk software providers that offer high-quality SaaS products that help organizations improve their overall service experience and fulfill the expectations of their clientele.

Here are some statistics that you need to be aware of:

General help desk statistics
  • By 2023, the help desk solutions market is expected to reach USD 11 billion. (Source: Transparency Market Research)
  • For support teams, the cost-per-ticket ranges from $2.93 to $49.69, while the average ticket cost is $15.56. The average per-minute cost for managing a ticket is $1.60.(Source: MetricNet)
  • For growing organizations, enhancing customer understanding (55% of respondents) and improving operational adaptability (53% of respondents) are the greatest initiatives driving IT acquisitions. (Source: State of the CIO 2020
  • Most support teams estimate their performance via customer satisfaction survey outcomes (48%) and the number of tickets settled (39%). (Source: SDI)
Additional help desk statistics on how to optimize customer support
  • In the next two years, 56% of organizations will have a substantial proportion of the support team working from home. (Source: Deloitte)
  • Only 19% of organizations have employed a customer experience team that assists bridge gaps in the company. (Source: Genesys
  • 44% of companies have already initiated a digital-first strategy for customer engagement. (Source: Clickz.com)
  • IT service help desks capitalizing on machine learning improved technologies will unleash up to 30% of support capacity. (Source: Gartner)
  • Merely 24% of respondents believe that existing ITSM best approaches have stayed even with the changing IT and industry landscapes. (Source: ManageEngine)
  • 75% of organizations trust themselves to be customer-driven, notwithstanding, just 30% of customers agree. (Source: Capgemini
  • The average service desk spends 68.5% of its financial plan on staffing costs and just 9.3% on technology. (Source: MetricNet)

Businesses Will Invest More in Automation

The rise of automation has been a major trend in recent years, with the number of connected devices doubling every two years. This growth has also created new opportunities for businesses to automate their customer service, which is one of the most common use cases for AI.

Automation can help businesses reduce customer service costs, streamline operations and simplify data processing. Businesses are pouring big money into AI, the automation software that can change how a business operates, and deliver better customer service.

Importance of investing AI in any business
  • Around 32% of major organizations all over the planet have taken on AI customer service innovations, the second most common utilization of AI after IT. (Tata Consultancy Services)
  • Natural language processing and chatbots will save organizations more than $8 billion every year by 2022. (Source: IBM
  • Around 75% of organizations intend to put resources into automation technologies like AI and process automation. (Source: Deloitte)
  • Customer service specialists who work alongside AI have encountered a 69% improvement in their fulfillment. (Source: Forrester
how AI helps businesses
  • With the assistance of automation, 22% of the entire service desk tickets can be settled at essentially no expense. (Source: BMC
  • Approximate 70% of cloud contact center users mention security and consistency as the most compelling motivations to put resources into cloud technology. (Source: Aberdeen)
  • More than one out of three organizations say customers and prospects like to finish a purchase or resolve service problems without speaking to a human agent, if conceivable. (Source: Oracle)
  • The greater part of executives surveyed (53%) accepts that moving parts of their contact focus abilities to the cloud is an immaculate technology strategy. (Source: Deloitte
  • 25% percent of customer service and support operations will coordinate VCA (virtual customer assistant) or chatbot technology across various engagement channels. (Source: Gartner)

A Good Customer Service Can Grow Your Business

Companies that don’t know how to communicate with their customers in an effective, proactive manner are going to have a hard time winning over new business. But what makes them so far behind? It is not as simple as just knowing how to sell. It is about being able to listen to your customers, understand their problems, and research the best solutions to their issues. It is also about being able to respond to customers in a timely manner and make them feel like you are taking action on their concerns.

On the other hand, companies that have nailed the customer service experience have their customers as their brand ambassadors. And such companies are able to scale new heights.

Here are some stats that you can take to your management in case they don’t feel like it is worth investing in good customer service:

a good customer service can grow business
  • Customers are ready to spend 17% more with an organization that offers remarkable customer service. (Source: American Express)
  • Around 30% of respondents accept that the most vital part of customer service is communicating with a knowledgeable and friendly agent. (Source: Microsoft
  • Around 77% of customers will actually want to prescribe a brand to a companion or family subsequent to having a solitary positive encounter. (Source: Temkin Group
  • 52% of customers uncovered that they have made an extra buy from an organization after an optimistic customer service experience. (Source: Dimensional Research
  • Organizations that offer wonderful customer encounters drive incomes 4% to 8% more than those of their opponents. (Source: Bain)
  • 68% of customers say that a brand’s insight becomes positive when they send proactive customer service notifications to them. (Source: Microsoft
  • As per 62% of customers, service understanding and information are vital to a satisfactory customer service experience. (Source: American Express)

… And A Bad One Can Pull Your Business Down

It’s not just enough to have a help desk; it has to be well managed and the team behind it needs to be well trained. Your help desk setup basically has to be the optimum combination of the help desk software itself, automation bots, trained humans, SOPs, and overall management focus. If your organization is not providing the best help desk experience to your customers, they will go shopping elsewhere.

A bad customer experience can pull business down
  • One of every three customers (33%) says they will leave a brand after only one helpless experience. (Source: PWC
  • 49% of American customers changed organizations last year because of helpless customer service. (Source: New Voice Media
  • 40% of the customers will recommend others to not go with a business if they had a bad customer service experience with them (Source: Dimensional Research)
  • Just with one bad customer service experience, 39% of customers will avoid a company for 2 years (Source: Dimensional Research)
  • 95% share a bad experience with others. 54% share a bad experience with more than 5 people! (Source: Dimensional Research)

It Has To Be Right The First Time

When customers interact with a customer service agent, then that is the most important opportunity for a business to rise and shine. If that first interaction is messed up or not personalized to the customer, then it will leave a bad taste in the mouth of the customer.

the important opportunity in a business is the interaction with the customer that need to be acknowledge
  • 67% of customer agitation is preventable in the event that brands settle customer problems in the first contact itself. (Source: Ameyo)
  • As per 31% of worldwide respondents, the need to rehash their data on numerous occasions is the most disappointing part of their customer service insight. (Source: Statista
  • In general, 84% of customers state that being treated like an individual, not a ticket, is vital to winning their business. (Source: Mediapost)
  • 71% of Americans say the correspondence they get from brands never, once in a long while, or just here and there feel personal. (Source: PR Newswire
  • 20% of worldwide respondents consider the trouble in reaching a live human specialist as the most baffling piece of reaching a business for support. (Source: Statista
  • Six of every 10 individuals who associated with a chatbot said they realized they were communicating with one because of the artificial and robotic nature of the responses. (Source: Media Post)

Help Desk Communication Channels

By offering proactive customer support that is convenient for the customers to reach on multiple channels, the organization will certainly be able to keep the clientele happy.

However, it is important to note that while help desk systems may allow the company to consolidate all of the communication outlets in one hub, it does not mean the company should handle them all in the same manner. Browse through the statistics below and see how different customers have different anticipations depending on their elected communication channel.

Email support and Live Chat statistics

Email Support Statistics

  • Last year, 54% of customers employed email for customer service, making it the most operated digital channel for customer service. (Source: Statista)
  • 57% of customers are bound to contact organizations through digital media, for example, email or social media instead of utilizing voice-based customer support. (Source: Forrester
  • The number of global email users is predicted to grow to an astounding 4.48 billion users by 2024. (Source: Statista)

Live Chat Statistics

  • Organizations that scored 90% or higher for customer fulfillment over live chat had an average standby time of only 46 seconds. (Source: Forbes)
  • Live chat is the most preferred customer support channel for customers aged between 18 to 49. (Source: Gartner
  • 30% of American customers rate chatbot communications as “extremely powerful” in managing customer service demands or issues. (Source: Microsoft)

Social Media Statistics

social media statistics
  • Around 48% of customers anticipate that a brand should react to their social media inquiries and complaints within 24 hours. (Source: Statista)
  • 33% of respondents aged 18-34 have reached an organization’s customer service group by means of social media. (Source: Microsoft)
  • 31% of customers report contacting a business by means of Twitter. (Source: Forrester)

Phone-Based Statistics

phone-based statistics
  • Over half of customers across all age bunches generally utilize the telephone to contact a service group, making it the most-involved channel for customer service. (Zendesk)
  • 40% of the customers especially prefer a phone-based interaction with a person when it involves a complex situation, like, settling a payment dispute (Source: American Express)
  • On the contrary, 76% of the customer service professionals themselves prefer phones to resolve such complex cases. (Source: Salesforce)
  • 89% of the service professionals believe that irrespective of the advancement of technology, phones will always have a role to play in customer service (Source: Salesforce)
  • Approximately 45% of administrators with web or mobile self-service abilities report measurable decreases in telephone queries, and 39% report less email traffic. (Source: Groove)

However, irrespective of the channel used, customers expect a consistent experience:

  • 75% of customers expect a consistent experience, paying little heed to how they connect with an organization (through social media, face to face, by telephone, and so forth). (Salesforce)

Numbers Never Lie!

The need for help desk software will increase as organizations continue to grow and remain competitive. Businesses must provide exceptional customer service to remain relevant.

While the software is designed to help, the biggest challenge organizations face is finding the right vendor, who can solve the most pressing problems while providing the best customer experience. Chatterborg can help with that.

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