The Global Customer Service Software Market Size was valued at USD 10.5 Billion in 2021 and is set to garner a market size of USD 58.1 Billion by 2030 growing at a CAGR of 21.1% from 2022 to 2030.
Customer service software is software used to manage customer interactions and service requests. It is intended to simplify the handling of customer inquiries, complaints, and requests for support. Ticketing systems for tracking and managing customer inquiries, live chat features for real-time communication with customers, and automated responses to frequently asked questions are all common features of customer service software. Customer service software is appropriate for businesses of all sizes and is frequently used in conjunction with other customer relationship management (CRM) tools. It can help businesses enhance the effectiveness and efficiency of their customer service operations, as well as provide a better overall customer experience.
Customer Service Software Market Report Statistics
- Global customer service software market revenue is estimated to reach USD 58.1 Billion by 2030 with a CAGR of 21.1% from 2022 to 2030
- North America customer service software market value gathered more than USD 3.4 billion in 2021
- Asia-Pacific customer service software market growth will record a CAGR of more than 22% from 2022 to 2030
- Among enterprise size, large enterprise collected revenue of around USD 7.6 billion in 2021
- Based on the industry vertical, the BFSI sub-segment achieved 22% share in 2021
- The increasing adoption of machine learning and AI is a popular customer service software market trend that drives the industry demand
Global Customer Service Software Market Dynamics
Market Drivers
- Growing importance of customer experience
- Increasing customer expectations
- Advancement in technology
Market Restraints
- High implementation cost
- Data privacy concerns
Market Opportunities
- Rising adoption of cloud-based solutions
- Growing integration of AI and ML
Customer Service Software Market Report Coverage
| Market |
Customer Service Software Market |
| Customer Service Software Market Size 2021 |
USD 10.5 Billion |
| Customer Service Software Market Forecast 2030 |
USD 58.1 Billion |
| Customer Service Software Market CAGR During 2022 - 2030 |
21.1% |
| Customer Service Software Market Analysis Period |
2018 - 2030 |
| Customer Service Software Market Base Year |
2021 |
| Customer Service Software Market Forecast Data |
2022 - 2030 |
| Segments Covered |
By Deployment, By Component, By Enterprise Size, By Industry Vertical, And By Geography
|
| Regional Scope |
North America, Europe, Asia Pacific, Latin America, and Middle East & Africa |
| Key Companies Profiled |
Agile CRM Inc., Atlassian, Genesys, HappyFox Inc., Freshworks Inc., Kayako, LiveChat, Inc., Oracle, SAP SE, Salesforce.com, Inc., SolarWinds Worldwide LLC, Zendesk, and Zoho Corporation Pvt. Ltd.
|
Report Coverage
|
Market Trends, Drivers, Restraints, Competitive Analysis, Player Profiling, Covid-19 Analysis, Regulation Analysis |
Customer Service Software Market Growth Factors
Increasing customer expectations is a key factor that drives the global customer service software market value. Customers today expect quick and efficient service and are more likely to turn to digital channels for support. As a result, businesses are investing in customer service software to meet these expectations and provide timely and personalized support.
Advancements in technology are another factor that will drive the demand for customer self-service software market growth. The proliferation of advanced technologies such as artificial intelligence (AI) and machine learning (ML) is enabling the development of more sophisticated customer service software, with features such as chatbots and automated responses.
The growing importance of customer experience is a prominent factor that is trending in the customer service software industry. Customer experience has become a key differentiator for businesses, and customer service plays a major role in shaping the overall experience. As a result, companies are investing in customer service software to improve the quality of their interactions with customers.
However, the high cost of implementation would hamper the market from growing. Customer service software can be expensive to implement, especially for small businesses. This may act as a barrier for some companies, especially those with limited budgets. In addition complexity of integration is also limiting the market to growth. Integrating customer service software with existing systems and processes can be complex and time-consuming, which may deter some businesses from adopting these solutions.
Customer Service Software Market Segmentation
The worldwide customer service software market is categorized based on deployment, component, enterprise size, industry vertical, and geography.
Customer Service Software Market By Deployment
In terms of deployment, the on-premises sub-segment captured a sizable share in 2021. The sub-segment has the highest share because it allows a company to have complete control over its customer service operations. After all, the software is owned and managed by the company. On-premise software is also more secure because it is not connected to the internet and is thus less vulnerable to cyber attacks. Furthermore, on-premise software can be customized to meet a company's specific needs and integrated with other internal systems and processes.
Customer Service Software Market By Component
Among all components, the services sub-segment generated the most revenue in 2021 and is expected to continue to do so in the coming years. The customer service software services component refers to the various features and functions included in the software package. These services, which may include ticketing systems, live chat functionality, knowledge bases, automated responses, and social media integration, are intended to assist businesses in managing customer interactions and service requests. Self-service portals, chatbots, and integrations with other customer relationship management (CRM) tools are examples of additional services that may be included as part of customer service software.
Customer Service Software Market By Enterprise Size
- Large Enterprise
- Small and Medium Enterprise
As per our customer service software industry analysis, large enterprises could provide significant growth opportunities in the coming years. There are several benefits of using customer service software for large enterprises such as improved efficiency, increased customer satisfaction, enhanced customer experience, greater flexibility, and scalability. However, in coming years the demand for customer service software is likely to grow with the increasing number of SMEs and their growth in spending capacity.
Customer Service Software Market By Industry Vertical
- BFSI
- Government
- Healthcare
- Manufacturing
- Retail & E-commerce
- Media & Entertainment
- IT & Telecommunication
- Others
According to our customer service software market forecast the BFSI sector will have a significant market share between 2022 and 2030. The banking, financial services, and insurance (BFSI) industry can benefit greatly from the use of customer service software. This type of software can assist BFSI companies in increasing the effectiveness and efficiency of their customer service operations, as well as providing a better overall customer experience. However, with the increasing number of e-commerce websites and the current trend of customers purchasing online, revenue in retail and e-commerce is expected to grow at the fastest rate.
Customer Service Software Market Regional Outlook
North America
Europe
- U.K.
- Germany
- France
- Spain
- Rest of Europe
Asia-Pacific
- India
- Japan
- China
- Australia
- South Korea
- Rest of Asia-Pacific
Latin America
- Brazil
- Mexico
- Rest of Latin America
The Middle East & Africa
- South Africa
- GCC Countries
- Rest of the Middle East & Africa (ME&A)
Customer Service Software Market Regional Analysis
According to our regional customer service software industry analysis, North America led the industry with the highest share in 2021 and is expected to continue to do so in the years ahead, from 2022 to 2030. In North America, Because of the presence of a large number of tech-savvy businesses and a high demand for advanced customer service solutions, the customer service software market in North America is expected to grow rapidly. The Asia-Pacific customer service software market is expected to grow significantly due to rising demand for advanced customer service solutions in countries such as China and India.
Customer Service Software Market Players
Some of the leading customer service software companies include Agile CRM Inc., Atlassian, Genesys, HappyFox Inc., Freshworks Inc., Kayako, LiveChat, Inc., Oracle, SAP SE, Salesforce.com, Inc., SolarWinds Worldwide LLC, Zendesk, and Zoho Corporation Pvt. Ltd.
CHAPTER 1. Industry Overview of Customer Service Software Market
1.1. Definition and Scope
1.1.1. Definition of Customer Service Software
1.1.2. Market Segmentation
1.1.3. Years Considered for the Study
1.1.4. Assumptions and Acronyms Used
1.1.4.1. Market Assumptions and Market Forecast
1.1.4.2. Acronyms Used in Global Customer Service Software Market
1.2. Summary
1.2.1. Executive Summary
1.2.2. Customer Service Software Market By Deployment
1.2.3. Customer Service Software Market By Component
1.2.4. Customer Service Software Market By Enterprise Size
1.2.5. Customer Service Software Market By Industry Vertical
1.2.6. Customer Service Software Market By Region
CHAPTER 2. Research Approach
2.1. Methodology
2.1.1. Research Programs
2.1.2. Market Size Estimation
2.1.3. Market Breakdown and Data Triangulation
2.2. Data Source
2.2.1. Secondary Sources
2.2.2. Primary Sources
CHAPTER 3. Market Dynamics And Competition Analysis
3.1. Market Drivers
3.1.1. Driver 1
3.1.2. Driver 2
3.2. Restraints and Challenges
3.2.1. Restraint 1
3.2.2. Restraint 2
3.3. Growth Opportunities
3.3.1. Opportunity 1
3.3.2. Opportunity 2
3.4. Porter’s Five Forces Analysis
3.4.1. Bargaining Power of Suppliers
3.4.2. Bargaining Power of Buyers
3.4.3. Threat of Substitute
3.4.4. Threat of New Entrants
3.4.5. Degree of Competition
3.5. Market Concentration Ratio and Market Maturity Analysis of Customer Service Software Market
3.5.1. Go To Market Strategy
3.5.1.1. Introduction
3.5.1.2. Growth
3.5.1.3. Maturity
3.5.1.4. Saturation
3.5.1.5. Possible Development
3.6. Technological Roadmap for Customer Service Software Market
3.7. Value Chain Analysis
3.7.1. List of Key Manufacturers
3.7.2. List of Customers
3.7.3. Level of Integration
3.8. Regulatory Compliance
3.9. Competitive Landscape, 2021
3.9.1. Player Positioning Analysis
3.9.2. Key Strategies Adopted By Leading Players
CHAPTER 4. Manufacturing Plant Analysis
4.1. Manufacturing Plant Location and Establish Date of Major Manufacturers in 2021
4.2. R&D Status of Major Manufacturers in 2021
CHAPTER 5. Customer Service Software Market By Deployment
5.1. Introduction
5.1.1. Customer Service Software Market Revenue By Deployment
5.1.1.1. Customer Service Software Market Revenue (USD Billion) and Forecast, By Deployment, 2018-2030
5.1.2. On-Premise
5.1.2.1. On-Premise Market Revenue (USD Billion) and Growth Rate (%), 2018-2030
5.1.3. SaaS-Based
5.1.3.1. SaaS-Based Market Revenue (USD Billion) and Growth Rate (%), 2018-2030
CHAPTER 6. Customer Service Software Market By Component
6.1. Introduction
6.2. Customer Service Software Market Revenue By Component
6.2.1. Customer Service Software Market Revenue (USD Billion) and Forecast, By Component, 2018-2030
6.2.2. Software
6.2.2.1. Software Market Revenue (USD Billion) and Growth Rate (%), 2018-2030
6.2.3. Services
6.2.3.1. Services Market Revenue (USD Billion) and Growth Rate (%), 2018-2030
CHAPTER 7. Customer Service Software Market By Enterprise Size
7.1. Introduction
7.1.1. Customer Service Software Market Revenue By Enterprise Size
7.1.1.1. Customer Service Software Market Revenue (USD Billion) and Forecast, By Enterprise Size, 2018-2030
7.1.2. Large Enterprise
7.1.2.1. Large Enterprise Market Revenue (USD Billion) and Growth Rate (%), 2018-2030
7.1.3. Large Enterprise
7.1.3.1. Large Enterprise Market Revenue (USD Billion) and Growth Rate (%), 2018-2030
CHAPTER 8. Customer Service Software Market By Industry Vertical
8.1. Introduction
8.2. Customer Service Software Market Revenue By Industry Vertical
8.2.1. Customer Service Software Market Revenue (USD Billion) and Forecast, By Industry Vertical, 2018-2030
8.2.2. BFSI
8.2.2.1. BFSI Market Revenue (USD Billion) and Growth Rate (%), 2018-2030
8.2.3. Manufacturing
8.2.3.1. Manufacturing Market Revenue (USD Billion) and Growth Rate (%), 2018-2030
8.2.4. Media & Entertainment
8.2.4.1. Media & Entertainment Market Revenue (USD Billion) and Growth Rate (%), 2018-2030
8.2.5. IT & Telecommunication
8.2.5.1. IT & Telecommunication Market Revenue (USD Billion) and Growth Rate (%), 2018-2030
8.2.6. Retail & E-commerce
8.2.6.1. Retail & E-commerce Market Revenue (USD Billion) and Growth Rate (%), 2018-2030
8.2.7. Healthcare
8.2.7.1. Healthcare Market Revenue (USD Billion) and Growth Rate (%), 2018-2030
8.2.8. Others
8.2.8.1. Others Market Revenue (USD Billion) and Growth Rate (%), 2018-2030
CHAPTER 9. North America Customer Service Software Market By Country
9.1. North America Customer Service Software Market Overview
9.2. U.S.
9.2.1. U.S. Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
9.2.2. U.S. Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
9.2.3. U.S. Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
9.2.4. U.S. Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
9.3. Canada
9.3.1. Canada Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
9.3.2. Canada Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
9.3.3. Canada Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
9.3.4. Canada Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
9.4. North America PEST Analysis
CHAPTER 10. Europe Customer Service Software Market By Country
10.1. Europe Customer Service Software Market Overview
10.2. U.K.
10.2.1. U.K. Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
10.2.2. U.K. Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
10.2.3. U.K. Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
10.2.4. U.K. Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
10.3. Germany
10.3.1. Germany Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
10.3.2. Germany Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
10.3.3. Germany Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
10.3.4. Germany Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
10.4. France
10.4.1. France Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
10.4.2. France Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
10.4.3. France Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
10.4.4. France Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
10.5. Spain
10.5.1. Spain Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
10.5.2. Spain Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
10.5.3. Spain Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
10.5.4. Spain Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
10.6. Rest of Europe
10.6.1. Rest of Europe Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
10.6.2. Rest of Europe Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
10.6.3. Rest of Europe Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
10.6.4. Rest of Europe Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
10.7. Europe PEST Analysis
CHAPTER 11. Asia-Pacific Customer Service Software Market By Country
11.1. Asia-Pacific Customer Service Software Market Overview
11.2. China
11.2.1. China Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
11.2.2. China Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
11.2.3. China Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
11.2.4. China Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
11.3. Japan
11.3.1. Japan Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
11.3.2. Japan Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
11.3.3. Japan Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
11.3.4. Japan Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
11.4. India
11.4.1. India Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
11.4.2. India Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
11.4.3. India Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
11.4.4. India Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
11.5. Australia
11.5.1. Australia Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
11.5.2. Australia Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
11.5.3. Australia Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
11.5.4. Australia Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
11.6. South Korea
11.6.1. South Korea Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
11.6.2. South Korea Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
11.6.3. South Korea Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
11.6.4. South Korea Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
11.7. Rest of Asia-Pacific
11.7.1. Rest of Asia-Pacific Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
11.7.2. Rest of Asia-Pacific Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
11.7.3. Rest of Asia-Pacific Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
11.7.4. Rest of Asia-Pacific Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
11.8. Asia-Pacific PEST Analysis
CHAPTER 12. Latin America Customer Service Software Market By Country
12.1. Latin America Customer Service Software Market Overview
12.2. Brazil
12.2.1. Brazil Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
12.2.2. Brazil Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
12.2.3. Brazil Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
12.2.4. Brazil Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
12.3. Mexico
12.3.1. Mexico Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
12.3.2. Mexico Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
12.3.3. Mexico Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
12.3.4. Mexico Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
12.4. Rest of Latin America
12.4.1. Rest of Latin America Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
12.4.2. Rest of Latin America Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
12.4.3. Rest of Latin America Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
12.4.4. Rest of Latin America Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
12.5. Latin America PEST Analysis
CHAPTER 13. Middle East & Africa Customer Service Software Market By Country
13.1. Middle East & Africa Customer Service Software Market Overview
13.2. GCC
13.2.1. GCC Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
13.2.2. GCC Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
13.2.3. GCC Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
13.2.4. GCC Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
13.3. South Africa
13.3.1. South Africa Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
13.3.2. South Africa Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
13.3.3. South Africa Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size, 2018-2030
13.3.4. South Africa Customer Service Software Market Revenue (USD Billion) and Forecast By Industry Vertical, 2018-2030
13.4. Rest of Middle East & Africa
13.4.1. Rest of Middle East & Africa Customer Service Software Market Revenue (USD Billion) and Forecast By Deployment, 2018-2030
13.4.2. Rest of Middle East & Africa Customer Service Software Market Revenue (USD Billion) and Forecast By Component, 2018-2030
13.4.3. Rest of Middle East & Africa Customer Service Software Market Revenue (USD Billion) and Forecast By Enterprise Size , 2018-2030
13.4.4. Rest of Middle East & Africa Customer Service Software Market Revenue (USD Billion) and Forecast By Industry, 2018-2030
13.5. Middle East & Africa PEST Analysis
CHAPTER 14. Player Analysis Of Customer Service Software Market
14.1. Customer Service Software Market Company Share Analysis
14.2. Competition Matrix
14.2.1. Competitive Benchmarking of key players by price, presence, market share, and R&D investment
14.2.2. New Product Launches and Product Enhancements
14.2.3. Mergers And Acquisition In Global Customer Service Software Market
14.2.4. Partnership, Joint Ventures and Strategic Alliances/ Sales Agreements
CHAPTER 15. Company Profile
15.1. Agile CRM Inc.
15.1.1. Company Snapshot
15.1.2. Business Overview
15.1.3. Financial Overview
15.1.3.1. Revenue (USD Billion), 2021
15.1.3.2. Agile CRM Inc. 2021 Customer Service Software Business Regional Distribution
15.1.4. Product /Service and Specification
15.1.5. Recent Developments & Business Strategy
15.2. Atlassian
15.3. Genesys
15.4. HappyFox Inc.
15.5. Freshworks Inc.
15.6. Kayako
15.7. LiveChat, Inc.
15.8. Oracle
15.9. SAP SE
15.10. Salesforce.com, Inc.
15.11. SolarWinds Worldwide LLC
15.12. Zendesk
15.13. Zoho Corporation Pvt. Ltd.
