Market Trends of Consumer Technical Support Services Industry
This section covers the major market trends shaping the Consumer Technical Support Services Market according to our research experts:
Help Desk Holds the Major Market Share
- The Help Desk system holds a significant market share in the outsourcing sector of technical support. Regardless of whether the enterprise's physical placement is open or closed, a help desk can assist an end user. Businesses may save on operating expenses by freeing up personnel and putting them to use for their core strengths by outsourcing a help desk for technical assistance. Additionally, it aids businesses in boosting worker productivity and speeding up turnaround. Experts handling the jobs delegated to help desk providers use the most recent technology to deliver effective and efficient support solutions.
- Due to the lack of capital funding, many businesses (SMEs) across the globe need help operating internal helpdesk services. For cost savings, these SMEs are focusing on outsourcing their technical support services to third-party vendors, which has been a key reason for creating profitable prospects in the global specialized support outsourcing market.
- Meanwhile, the adoption of technical support outsourcing services is increasing globally, owing to their ability to free up in-house resources, offer cost-effective and qualified technical support, and maintain a help desk for clients and customers to help the business retain clients by providing prompt solutions for their issues.
- Automation, like automated help desks in technical support centers, reduces costs and improves service quality standards. Use of chat boxes has recently increased exponentially, resulting in higher FCR (first call resolution) and reduced labor costs, enabling companies to dedicate their resources to their strengths or unique selling propositions (USPs).
- The technical support center has a tiered staffing structure. The actual staffing plan is a pyramid, with Tier 1 staff at the lower level and Tier 2 support center analysts at the top of the pyramid. Routine calls are handled at Tier 1, and more complex issues are addressed by Tier 2 staff. Tier 1 support center analysts might handle 70% of contacts, while Tier 2 support center analysts handle 30% of connections. Replacing tier 1 with an automated help desk reduces operational costs and improves the quality of services.
- Outsourcing technical services to third parties includes using customer relationship management (CRM) tools (help desks) that optimize the resources and enhance the capabilities. It promises to improve the human-machine experience, which increases businesses' overall performance. The systems support analysts to function at the level of a software engineer by facilitating problem diagnosis and solution identification using CRM tools, which inherently lower the cost of labor for the company and businesses.
In addition to Help Scout, several paid help desk ticketing systems are subscription-based, like Pro Profs, Zendesk, Front, Vision Helpdesk, and JitBit. Also, a few key systems that provide free services include HubSpot Service Hub, Freshdesk, Jira Service Desk, and several others.
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Asia Pacific Market Has a Significant Growth Rate
- The Asia-Pacific region's major countries have the best talent globally. By outsourcing to service providers in the APAC region, businesses get access to the most experienced and best-trained workforce for their technical support center requirements. The lack of quality services at an affordable price in the west makes the APAC region a key player in the helpdesk support market. The rising trend of technical support outsourcing in many important industries, such as the automotive and IT sectors in the area, is expected to provide significant business prospects for the Asia Pacific technical support outsourcing market in the coming years.
- Most outsourcing firms are moving toward providing an in-house project manager to each client who will work closely with their internal teams, creating a win-win situation for both parties as the client will have more visibility and control over the processes. On the other hand, the outsourcing service provider will be able to increase the importance of the outsourcing team within the client's organization.
- The APAC region is home to the top outsourcing service providers on the globe, and most of them are consistently upgrading their infrastructure to change their business models. By building local teams at major centers, these companies are cutting back on local APAC talent to provide clients with more executive-level customer engagement.
- The deployment and development of 5G wireless technologies are key for developing IoT and IT outsourcing tools due to their higher capacity to handle higher volumes of data. With their superfast speeds and promise to end congestion by reducing latency and making the whole system more efficient, 5G technologies are expected to change the technical support outsourcing market in a big way.
- China, India, Indonesia, and the Philippines have been the top helpdesk service providers to major global firms in the last few decades. But with the recent changes in government policies and education, countries like the Philippines, Malaysia, Singapore, etc., have been coming forward to compete with some of the major upcoming centers in the outsourcing domain.
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