Our Offerings
By Industry By Function
About Us
Our Viewpoint
NEW
 Senior Management Experts Panel Global Consultants Press Releases Blog
Infographics Market Insights Case Studies Illustrations In The Press Careers
Contact Us
Company Logo
Reports Store
Top 11 Hot Markets
NEW
 Biologics Hot Titles 2025
NEW
 Opportunities And Strategies Reports Aerospace And Defense Agriculture Chemicals Construction
Financial Services Food And Beverages Healthcare Services Hospitality Information Technology Machinery Paper, Plastics, Rubber, Wood And Textile
Medical Equipment Metal And Mineral Mining Oil And Gas Pharmaceuticals Professional Services Recreation Retail And Wholesale
Services Social Services Transport Transport Services Utilities Veterinary Healthcare Electrical And Electronics Media
Mega Trends
Artificial Intelligence (AI) Sustainability Autonomous Systems Industry 4.0 and 5.0 Internet of Things (IoT) Electric Mobility Blockchain, Cryptocurrencies and Decentralized Finance (DeFi) Quantum Computing
Biotechnology Nanotechnology 3D Printing Sustainable Consumer Products Space Economy Digitalization Wearable Technology Digital Therapeutics Cybersecurity
Big Data Analytics Cloud Computing Advanced Analytics and Predictive Analytics 5G and 6G Technologies Robotics Augmented Reality (AR) and Virtual Reality (VR) Healthtech and Telehealth Smart Homes and Buildings
Precision Medicine and Genomics Fintech (Digital Payments, Neobanking, Open Banking) Regtech and Insurtech Edtech and E-Learning E-commerce and Digital Retail ESG (Environmental, Social, Governance) Investments Alternative Proteins (Plant-Based, Cultured Meat)
Market Intelligence Platform
About GMM Global Forecast
NEW
 Real Growth Rate Analysis
Consultancies Corporate Planning & Strategy Academic Financial Services Legal Services
Pricing Methodology Sources FAQ Press Coverage
Customized Research
Find Customers Optimise Your Marketing Mix Evaluate Competitors Identify Market Opportunities Develop Products And Services
Distributor And Partner Research Plan Finances Streamline Your Operations Devise Market Entry Strategy Explore Custom Research Packages
NEW
Continuous Research
Desk Research Research Reports Senior Executive Interviews Consumer Research Market Sizing And Forecasts
Company Information Analytics And Data Visualization Research Automation Web Crawling And Spidering AI-Empowered Research Services
Request Proposal

Global Customer Service Software Market Trends 2024, Forecast To 2033

25 Sep, 2024

The customer service software market size has experienced rapid growth, increasing from $7.92 billion in 2023 to $9.48 billion in 2024, which represents a compound annual growth rate (CAGR) of 19.8%. This historic growth is attributed to factors such as the rise of e-commerce and online businesses, growing customer expectations, globalization and business expansion, integration with core systems, and the increasing complexity of customer inquiries. The market is anticipated to continue its rapid expansion, reaching $18.64 billion by 2028 at a CAGR of 18.4%. This projected growth is driven by increasing adoption of AI and automation, data analytics for customer insights, emphasis on omnichannel customer experience, focus on proactive customer service, and cybersecurity considerations. Major trends in the forecast period include advancements in technology, AI-powered automation, omnichannel support, personalization and customer insights, and self-service portals.

Major Driver In The Customer Service Software Market

The market for customer service software is being propelled by the growing significance of customer experience. Customer experience encompasses the overall perception of how customers feel about their interactions with a business. Customer service software plays a crucial role in enhancing these experiences by facilitating improved communication and engagement processes. It enables companies to gather valuable feedback from customers, empowering them to make data-driven decisions for enhancing customer experiences. As of 2023, the survey conducted by Verint Systems in June 2022 revealed that 39 percent of respondents would discourage friends and family from purchasing goods after a negative customer experience, while 64 percent had already ceased business with such companies. Notably, 79 percent of respondents under the age of 45 emphasized the importance of a positive digital platform experience, reflecting the market's growth. The continued emphasis on customer experience is expected to drive the customer service software market with a market size of [2023: Value].

Request A Free Sample Of The Global Customer Service Software Market Report

Customer Service Software Market Competitive Landscape

Oracle Corporation, SAP SE, Salesforce Inc., Yekaliva.ai, Atlassian Corporation, Atlassian Corporation plc, Genesys Telecommunications Laboratories Inc., BMC Software Inc., HubSpot Inc., Zendesk Inc., Nuance Communications Inc., Zoho Corporation Pvt. Ltd., Verint Systems Inc., SolarWinds Worldwide LLC, Freshworks Inc., Intercom Inc, Microsoft Corporation, Kayako Infortech Ltd., LiveChat Software Inc., Help Scout PBC, Amphora Inc, Eka Software Solutions, Agile CRM Inc., Quantifi Inc., HappyFox Inc., Quality Unit LLC., FocalScope, PhaseWare Inc., Tracker Software Technologies Ltd, LiveAgent, Hiver Inc., Vivantio Ltd., Habla Inc.

Key Customer Service Software Market Trend

Technological advancements are driving trends in the customer service software market. Companies are introducing advanced software technologies to stay competitive. For example, in June 2021, Yellow.ai, a US-based conversational AI platform provider, launched new voice bots featuring a self-learning NLP engine and sophisticated voice models in over 100 languages. The solution includes multichannel voice experiences, text-to-speech features, and a speech-to-text engine that improves accuracy over time, enhancing customer service automation.

Get The Full Global Customer Service Software Market Report

Customer Service Software Market Segmentation

The customer service software market covered in this report is segmented –
1) By Component: Software, Services
2) By Deployment Type: Cloud-Based, On-Premise
3) By Application: Large Enterprises, Small And Medium-Sized Enterprises (SMEs)
4) By End-User: Government, Manufacturing, Financial, Internet And Telecom, Other End-Users
By Geography:The regions covered in the customer service software market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain. North America was the largest region in the customer service software market in 2023.

The Customer Service Software Global Market Report 2024 furnishes information about the global customer service software market, encompassing details like market size, projections for growth, segmentation across various sectors and regions, and an overview of competitors, including their revenues, profiles, and market shares. Furthermore, the report pinpoints potential opportunities and strategic directions derived from market trends and the strategies adopted by key competitors. The report also offers an assessment of how the COVID-19 pandemic, the Russia-Ukraine conflict, and increasing inflation have affected both global and regional markets, furnishing valuable strategic insights for businesses.