查看购物车
  • Traditional Chinese
  • English
  • Japanese
封面
市场调查报告书
商品编码
1738525

全球客户服务软体市场规模（按部署类型、最终用户、区域范围和预测）

Global Customer Service Software Market Size By Deployment Type (Cloud-Based, On-Premise), By End-User (Government, Manufacturing), By Geographic Scope And Forecast
出版日期: | 出版商: Verified Market Research | 英文 202 Pages | 商品交期: 2-3个工作天内

价格
简介目录

客户服务软体市场规模与预测

2024 年客户服务软体市场规模价值 149 亿美元，预计到 2032 年将达到 681.9 亿美元，2026 年至 2032 年的复合年增长率为 20.94%。

预计在预测期内，客户服务软体的多项技术改进、市场成长率的提高以及新的发展和创新将推动全球客户服务软体市场的发展。本研究报告对全球客户服务软体市场进行了全面的分析，深入探讨了关键细分市场、趋势、驱动因素、限制因素、竞争格局以及推动市场发展的关键因素。

定义全球客户服务软体市场

客户服务软体可让您使用单一平台追踪、组织和管理客户请求。客户服务软体整合问题和互动，同时透过更多数据和个人化策略提升 CRM 和销售绩效。客户服务软体的主要功能是转换票务系统、社交贴文、电话、客户电子邮件、聊天讯息等，并指导客服人员立即解决问题。服务台、帮助台、IT/IS 支援、技术支援、支援中心、客户支援中心、客户服务中心、客服中心中心、客服中心都是客户服务软体的组成部分。

客户服务软体的主要优势包括即时问题解决、销售和潜在客户开发、关係建立、收集客户回馈、即时分析、改善与团队和客户的沟通、增强协作、提高支援效率以及提升客户忠诚度。购买客户服务软体时需要考虑的三个关键因素是支援风格、易用性和价格。客户服务软体的支援风格可以包括即时聊天、电子邮件和电话支援、全面的知识库报导等功能，或所有这些功能的组合。

客户服务软体的易用性体现在直觉的使用者介面 (UI) 和较少的培训需求上。另一个重要标准是客户服务软体的整体成本，而购买决策则基于其为使用者提供的功能和服务。客户服务软体的其他特点包括简洁的介面、语言支援、自订设定、自订栏位、内部沟通和协作工具、基于知识的内容管理系统、个人化客户服务、远端客户服务、社群媒体客户服务等。

全球客户服务软体市场概览

对即时问题解决和稳固客户关係日益增长的需求，正在推动客户服务软体市场的发展。预计在预测期内，客户服务软体在技术、市场快速成长、最新趋势和创新方面的许多发展，将推动全球客户服务软体市场的发展。云端技术的持续改进，以及智慧支援、增强型客户关係管理 (CRM)、成本降低和高效流程等功能的不断涌现，正在推动全球客户服务软体市场的发展。

自动化工作流程的趋势正在推动全球客户服务软体市场的发展。 ICT支出的增加、云端技术的持续改进以及面向客户的业务数量的增加等其他因素预计将对全球客户服务软体市场的成长产生积极影响。通讯技术不断发展，透过改进功能、应用程式或用途、介面等来提供更佳的客户体验。 5G，即第五代行动网络，已为已开发经济体和新兴经济体的行动消费者所使用。

尤其是5G互联网服务，它有潜力加速和改善数位银行、电子商务、电子采购和数位付款等数位服务。 5G网路的推出将使金融交易能够更快、更有效率、更有效地完成。因此，此类网路升级可能为全球客户服务软体市场以更快的复合年增长率扩张开闢新的可能性。澳洲最着名的电信业者之一Telstra Corporation Limited计划在2021年6月底为75%的澳洲人口提供5G网络，这将带来更快的互联网/数据速度和其他好处。

威瑞森通讯公司 (Verizon Communications Inc.) 于 2019 年在美国多个地区推出了 5G 网路。阻碍全球客户服务软体市场成长的主要因素之一是客户在票务时提供的数据不足。服务供应商很难理解这个问题。然而，供应商正持续致力于开发客户服务软体，其中包含客户必须填写的资料字段，以便更好地理解。预计供应商将在全球客户服务软体市场的预测期内克服上述市场限制。

目录

第一章 全球市场客户服务软体的采用情况

  • 市场概览
  • 研究范围
  • 先决条件

第二章执行摘要

  • 资料探勘
  • 二次研究
  • 初步研究
  • 专家建议
  • 品质检查
  • 最终审核
  • 数据三角测量
  • 自下而上的方法
  • 自上而下的方法
  • 调查流程
  • 资料来源

第三章：已验证的市场研究调查方法

  • 概述
  • 绝对的商机
  • 市场吸引力
  • 未来市场机会

第四章：全球客户服务软体市场展望

  • 概述
  • 市场动态
    • 驱动程式
    • 限制因素
    • 机会
  • 波特五力模型
  • 价值链分析

第五章。按部署类型分類的全球客户服务软体市场

  • 概述
  • 云端基础
  • 本地

6. 全球客户服务软体市场（按最终用户）

  • 概述
  • 政府
  • 製造业
  • 金融
  • 网路和电信
  • 其他的

7. 全球客户服务软体市场（按地区）

  • 概述
  • 北美洲
    • 美国
    • 加拿大
    • 墨西哥
  • 欧洲
    • 德国
    • 英国
    • 法国
    • 义大利
    • 西班牙
    • 其他欧洲国家
  • 亚太地区
    • 中国
    • 日本
    • 印度
    • 其他亚太地区
  • 其他的
    • 拉丁美洲
    • 中东和非洲

8. 全球客户服务软体市场的竞争格局

  • 概述
  • 各公司市场排名
  • 重点发展策略
  • 公司地理分布
  • 公司产业布局
  • ACE矩阵

第九章 公司简介

  • Salesforce.com
  • Microsoft
  • SAP
  • Oracle
  • Nuance Communications, Inc.
  • Zendesk
  • Verint Systems, Inc.
  • BMC Software
  • Freshworks Inc.
  • HappyFox Inc.

第十章 重大进展

  • 产品发布/开发
  • 合併与收购
  • 业务扩展
  • 伙伴关係与合作

第十一章 附录

  • 相关调查
简介目录
Product Code: 59496

Customer Service Software Market Size And Forecast

Customer Service Software Market size was valued at USD 14.9 Billion in 2024 and is projected to reach USD 68.19 Billion by 2032, growing at a CAGR of 20.94% from 2026 to 2032.

Several technological improvements in customer service software, the market's expanding growth rate, as well as new developments and innovations, are likely to drive the Global Customer Service Software Market throughout the forecast period. The Global Customer Service Software industry research offers a comprehensive analysis of the industry. The research provides a thorough examination of major segments, trends, drivers, constraints, the competitive landscape, and factors that are significant in the market.

Global Customer Service Software Market Definition

Customer service software enables tracking, organizing, and managing customer requests using a single platform. Customer care software consolidates issues and interactions while also improving CRM and sales with greater data and personalized tactics. The main features of the customer service software are the ticketing system, social posts, calls, transforming customer emails, chat messages, and others, and directing them to agents for immediate resolution. The service desk, help desk, IT/IS support, technical support, support center, customer support center, customer service center, call center, and contact center are all components of customer service software.

The primary benefits of customer service software include real-time problem solving, sales and lead generation, relationship building, gathering customer feedback, real-time analytics, improved communication with team and customers, stronger collaboration, increased support efficiency, and increased customer loyalty, among other things. When purchasing customer service software, the three primary factors to examine are supported style, usability, and pricing. Customer service software support style includes features such as live chat, email and call support, comprehensive knowledge-based articles, or a combination of all of these.

The usability of customer service software involves an intuitive User Interface (UI) with a low training required. Another essential criterion is the entire cost of customer service software, and the purchasing choice is based on the features and services supplied to customer service software consumers. Other features of customer service software include a clean interface, language support, custom preferences, custom fields, an internal communication and collaboration tool, a knowledge-based content management system, personalized customer service, remote customer service, social media customer service, and others.

Global Customer Service Software Market Overview

The growing need for real-time issue solutions and strong customer relationships is driving the Customer Service Software Market. Several developments in customer service software, concerning technology, the proliferating growth rate of the market, along with the recent developments and innovations are expected to drive the Global Customer Service Software Market during the forecast period. Continuous improvements in cloud technology along with features such as smart support, enhanced CRM, reduced cost, and time-efficient processes driving the Global Customer Service Software Market.

The increasing trend of automated workflow is driving the Global Customer Service Software Market. Other factors such as increasing ICT spending, continuous improvement in cloud technology, and a rising number of customer-facing businesses are expected to have a positive impact on the growth of the Global Customer Service Software Market. Telecommunication technology is always evolving, with improvements in features, applications or uses, and interfaces, among other things, to provide a better customer experience. 5G, or the fifth generation of mobile networks, is already being used by mobile consumers in developed and emerging nations.

5G internet services, among others, have the potential to expedite and improve digital services such as digital banking, e-commerce, e-procurement, and digital payments. The deployment of 5G networks can enable financial transactions to be completed quickly, efficiently, and effectively. As a result, such network upgrades may open up new potential for the worldwide Customer Service Software Market to expand at a faster CAGR. Telstra Corporation Limited, one of Australia's most prominent telecommunications firms, plans to make a 5G network available to 75% of the Australian population by the end of June 2021, allowing for better internet/data speeds and other benefits.

Verizon Communications Inc. launched 5G in numerous places across the United States in 2019. One of the major factors hindering the growth of the Global Customer Service Software Market is the insufficient data provided by customers while raising tickets. It becomes difficult for service providers to understand the issue. However, vendors are continuously focusing on developing customer service software with mandatory data fields to be filled by customers for a better understanding. It is expected that the vendors will overcome the restraints mentioned above during the forecast period concerning the Global Customer Service Software Market.

Global Customer Service Software Market: Segmentation Analysis

The Global Customer Service Software Market is segmented on the basis of Deployment Type, End-User, And Geography.

Customer Service Software Market, By Deployment Type

  • Cloud-Based
  • On-Premise

Based on Deployment Type, The market is segmented into Cloud-Based and On-Premise. The on-Premise segment accounted for the largest market share in 2022 and is projected to account for USD 30.93 Billion by 2032. However, the cloud-based segment is expected to grow with the highest CAGR over the forecasted period. Organizations are focused on modernizing their customer interaction operations by using cloud-based architectures that enable data exchange across several domains. Organizations are particularly stressed by the rapid increase in call numbers caused by the COVID-19 epidemic and are hence using AI-based virtual agents to help their clients.

  • Cloud-based virtual agents may be able to handle the same intents as human agents, provide a conversational experience, provide quick and on-demand services, and give automated assistance. Over the projected period, the on-premise deployment sector is expected to rise significantly. On-premise deployment has several advantages, including simple customization of software to the client's business operations. The on-premise implementation also allows for bespoke coding of in-house operations, giving the customer total control and ownership.

Customer Service Software Market, By End-User

  • Government
  • Manufacturing
  • Financial
  • Internet & Telecom
  • Others

Based on End-User, The market is segmented into Government, Manufacturing, Financial, Internet & Telecom, and Others. The Internet & Telecom segment accounted for the largest market share in 2022 and is projected to grow at the highest CAGR during the forecast period. client service software in telecom provides distribution channels, brand equity, client exclusivity, post-purchase service, and support, allowing businesses to stay ahead of their competitors in the highly competitive Customer Service Software Market.

Customer Service Software Market, By Geography

  • North America
  • Europe
  • Asia Pacific
  • Middle East and Africa
  • Latin America

Based on Regional Analysis, the Global Customer Service Software Market is classified into North America, Europe, Asia Pacific, Latin America, and Middle East & Africa. North America accounted for the largest market share in 2022 and is projected to grow at a significant CAGR during the forecast period. Because of the great concern about customer connections and the availability of modern IT infrastructure, the United States is seeing massive adoption of customer service software. The growing popularity of social media channels, as well as the expanding need for cloud-based deployment of service solutions, are driving regional market expansion. Various benefits connected with software solutions, such as real-time access to information, are projected to create up chances in the regional market.

Key Players

The "Global Customer Service Software Market" study report will provide valuable insight with an emphasis on the global market. The major players in the market are Salesforce.com, Microsoft, SAP, Oracle, Nuance Communications, Inc., Zendesk, BMC Software, Verint Systems, Inc., Freshworks Inc., and HappyFox Inc. This section provides a company overview, ranking analysis, company regional and industry footprint, and ACE Matrix.

Our market analysis also entails a section solely dedicated to such major players wherein our analysts provide an insight into the financial statements of all the major players, along with product benchmarking and SWOT analysis.

Key Developments

  • In March 2024, Microsoft Dynamics 365 Copilot Enhances Customer Service and Marketing with Generative AI. Microsoft is adding to its generative AI efforts yet again, this time with an improvement to its CRM, customer experience, and marketing products.
  • In May 2022, Oracle Service has been enhanced to include data from the Oracle Unity Customer Data Platform (CDP) to assist customer service agents in gaining a holistic perspective of the client, improving agent efficiency, and improving service quality. Oracle Service and Oracle Unity CDP, which are both parts of Oracle Fusion Cloud Customer Experience (CX), use artificial intelligence to help organizations provide more personalized, informed, and efficient customer service experiences.
  • In February 2021, Oracle introduced the newest enhancements to Oracle Cloud Customer Experience (CX) to assist organizations in creating dynamic and memorable customer experiences. The most recent Oracle Sales, Oracle support, and Oracle Marketing improvements assist organizations in shortening sales cycles, resolving customer support concerns more quickly, and developing compelling loyalty programs that may increase customer lifetime value.
  • Ace Matrix Analysis
  • The Ace Matrix provided in the report would help to understand how the major key players involved in this industry are performing as we provide a ranking for these companies based on various factors such as service features & innovations, scalability, innovation of services, industry coverage, industry reach, and growth roadmap. Based on these factors, we rank the companies into four categories as Active, Cutting Edge, Emerging, and Innovators.
  • Market Attractiveness
  • The image of market attractiveness provided would further help to get information about the region that is majorly leading in the Global Customer Service Software Market. We cover the major impacting factors that are responsible for driving the industry growth in the given region.
  • Porter's Five Forces
  • The image provided would further help to get information about Porter's five forces framework providing a blueprint for understanding the behavior of competitors and a player's strategic positioning in the respective industry. Porter's five forces model can be used to assess the competitive landscape in the Global Customer Service Software Market, gauge the attractiveness of a certain sector, and assess investment possibilities.

TABLE OF CONTENTS

1 INTRODUCTION OF GLOBAL CUSTOMER SERVICE SOFTWARE MARKET

  • 1.1 Overview of the Market
  • 1.2 Scope of Report
  • 1.3 Assumptions

2 EXECUTIVE SUMMARY

  • 2.1 Data mining
  • 2.2 Secondary research
  • 2.3 Primary research
  • 2.4 Subject matter expert advice
  • 2.5 Quality check
  • 2.6 Final review
  • 2.7 Data triangulation
  • 2.8 Bottom-up approach
  • 2.9 Top-down approach
  • 2.10 Research flow
  • 2.11 Data sources

3 RESEARCH METHODOLOGY OF VERIFIED MARKET RESEARCH

  • 3.1 Overview
  • 3.2 Absolute $ Opportunity
  • 3.3 Market attractiveness
  • 3.4 Future Market Opportunities

4 GLOBAL CUSTOMER SERVICE SOFTWARE MARKET OUTLOOK

  • 4.1 Overview
  • 4.2 Market Dynamics
    • 4.2.1 Drivers
    • 4.2.2 Restraints
    • 4.2.3 Opportunities
  • 4.3 Porter's Five Force Model
  • 4.4 Value Chain Analysis

5 GLOBAL CUSTOMER SERVICE SOFTWARE MARKET, BY DEPLOYMENT TYPE

  • 5.1 Overview
  • 5.2 Cloud-Based
  • 5.3 On-Premise

6 GLOBAL CUSTOMER SERVICE SOFTWARE MARKET, BY END-USER

  • 6.1 Overview
  • 6.2 Government
  • 6.3 Manufacturing
  • 6.4 Financial
  • 6.5 Internet & Telecom
  • 6.6 Others

7 GLOBAL CUSTOMER SERVICE SOFTWARE MARKET, BY GEOGRAPHY

  • 7.1 Overview
  • 7.2 North America
    • 7.2.1 U.S.
    • 7.2.2 Canada
    • 7.2.3 Mexico
  • 7.3 Europe
    • 7.3.1 Germany
    • 7.3.2 The U.K.
    • 7.3.3 France
    • 7.3.4 Italy
    • 7.3.5 Spain
    • 7.3.6 Rest of Europe
  • 7.4 Asia Pacific
    • 7.4.1 China
    • 7.4.2 Japan
    • 7.4.3 India
    • 7.4.4 Rest of Asia Pacific
  • 7.5 Rest of the World
    • 7.5.1 Latin America
    • 7.5.2 Middle East and Africa

8 GLOBAL CUSTOMER SERVICE SOFTWARE MARKET COMPETITIVE LANDSCAPE

  • 8.1 Overview
  • 8.2 Company Market Ranking
  • 8.3 Key Development Strategies
  • 8.4 Company Regional Footprint
  • 8.5 Company Industry Footprint
  • 8.6 ACE Matrix

9 COMPANY PROFILES

  • 9.1 Salesforce.com
    • 9.1.1 Company Overview
    • 9.1.2 Company Insights
    • 9.1.3 Business Breakdown
    • 9.1.4 Product Benchmarking
    • 9.1.5 Key Developments
    • 9.1.6 Winning Imperatives
    • 9.1.7 Current Focus & Strategies
    • 9.1.8 Threat from Competition
    • 9.1.9 SWOT Analysis
  • 9.2 Microsoft
    • 9.2.1 Company Overview
    • 9.2.2 Company Insights
    • 9.2.3 Business Breakdown
    • 9.2.4 Product Benchmarking
    • 9.2.5 Key Developments
    • 9.2.6 Winning Imperatives
    • 9.2.7 Current Focus & Strategies
    • 9.2.8 Threat from Competition
    • 9.2.9 SWOT Analysis
  • 9.3 SAP
    • 9.3.1 Company Overview
    • 9.3.2 Company Insights
    • 9.3.3 Business Breakdown
    • 9.3.4 Product Benchmarking
    • 9.3.5 Key Developments
    • 9.3.6 Winning Imperatives
    • 9.3.7 Current Focus & Strategies
    • 9.3.8 Threat from Competition
    • 9.3.9 SWOT Analysis
  • 9.4 Oracle
    • 9.4.1 Company Overview
    • 9.4.2 Company Insights
    • 9.4.3 Business Breakdown
    • 9.4.4 Product Benchmarking
    • 9.4.5 Key Developments
    • 9.4.6 Winning Imperatives
    • 9.4.7 Current Focus & Strategies
    • 9.4.8 Threat from Competition
    • 9.4.9 SWOT Analysis
  • 9.5 Nuance Communications, Inc.
    • 9.5.1 Company Overview
    • 9.5.2 Company Insights
    • 9.5.3 Business Breakdown
    • 9.5.4 Product Benchmarking
    • 9.5.5 Key Developments
    • 9.5.6 Winning Imperatives
    • 9.5.7 Current Focus & Strategies
    • 9.5.8 Threat from Competition
    • 9.5.9 SWOT Analysis
  • 9.6 Zendesk
    • 9.6.1 Company Overview
    • 9.6.2 Company Insights
    • 9.6.3 Business Breakdown
    • 9.6.4 Product Benchmarking
    • 9.6.5 Key Developments
    • 9.6.6 Winning Imperatives
    • 9.6.7 Current Focus & Strategies
    • 9.6.8 Threat from Competition
    • 9.6.9 SWOT Analysis
  • 9.7 Verint Systems, Inc.
    • 9.7.1 Company Overview
    • 9.7.2 Company Insights
    • 9.7.3 Business Breakdown
    • 9.7.4 Product Benchmarking
    • 9.7.5 Key Developments
    • 9.7.6 Winning Imperatives
    • 9.7.7 Current Focus & Strategies
    • 9.7.8 Threat from Competition
    • 9.7.9 SWOT Analysis
  • 9.8 BMC Software
    • 9.8.1 Company Overview
    • 9.8.2 Company Insights
    • 9.8.3 Business Breakdown
    • 9.8.4 Product Benchmarking
    • 9.8.5 Key Developments
    • 9.8.6 Winning Imperatives
    • 9.8.7 Current Focus & Strategies
    • 9.8.8 Threat from Competition
    • 9.8.9 SWOT Analysis
  • 9.9 Freshworks Inc.
    • 9.9.1 Company Overview
    • 9.9.2 Company Insights
    • 9.9.3 Business Breakdown
    • 9.9.4 Product Benchmarking
    • 9.9.5 Key Developments
    • 9.9.6 Winning Imperatives
    • 9.9.7 Current Focus & Strategies
    • 9.9.8 Threat from Competition
    • 9.9.9 SWOT Analysis
  • 9.10 HappyFox Inc.
    • 9.10.1 Company Overview
    • 9.10.2 Company Insights
    • 9.10.3 Business Breakdown
    • 9.10.4 Product Benchmarking
    • 9.10.5 Key Developments
    • 9.10.6 Winning Imperatives
    • 9.10.7 Current Focus & Strategies
    • 9.10.8 Threat from Competition
    • 9.10.9 SWOT Analysis

10 KEY DEVELOPMENTS

  • 10.1 Product Launches/Developments
  • 10.2 Mergers and Acquisitions
  • 10.3 Business Expansions
  • 10.4 Partnerships and Collaborations

11 Appendix

  • 11.1 Related Research