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Global Complaint Management Software Market Size, Trends, and Analysis- Forecasts To 2026 By Type of Deployment (On-Premise, SaaS), By Industry (Government Industry, Manufacturing Industry, Service Industry, Financial Industry, Internet & Telecom Industry, Others), By Size of Enterprises (Small and Medium Enterprises, Large Enterprises), By Region (North America, Asia Pacific, CSA, Europe, and the Middle East and Africa); End-User Landscape, Company Market Share Analysis & Competitor Analysis
Customer satisfaction has always been a vital part of any industry. Globalization has increased the customer base of most companies and resolving customer complaints in a timely and efficient manner is highly valued by companies. Complaint management software allows companies to streamline the collection, tracking, and resolving of complaints from the moment they’re received. With the introduction of artificial intelligence technology, companies can automate this process and reduce labor costs, and also resolve issues quicker reducing the wait time on the consumer’s end. Such software allows companies to expand their customer base as AI can be used to analyze the trend and generate suggestions on its own for frequently raised complaints from the previously collected data. The complaint management software market is driven by companies that focus on customer satisfaction and protect the brand value of the software, adopt automated systems to streamline the complaint resolving process and integrate new technologies like AI and voice analysis to address the first level complaint process. The initial costs involved with implementing complaint management software and a lack of customer data are major challenges to the growth of this market but the industry is set to overcome these challenges during the forecast period.
The complaint management software is segmented into on-premise and SaaS-based on the type of software deployed. The SaaS segment will dominate the industry as many companies prefer cloud-based systems as they allow them to serve multilingual customers and is cheaper in the long run than having an in-house customer complaint management team. Customers these days have multiple channels to raise complaints, SaaS-based systems manage complaints from various channels like email, social media, live chat, telephone, and web. These systems also allow tickets to be routed to the right agent with minimal intervention, saving time and keeping the customer happy. Small & medium enterprises are looking to grow as quickly as possible by increasing their customer base to span multiple countries which increases the burden on the customer support teams. Complaint management software systems allow enterprises to ease the burden on customer support teams while reducing the cost incurred by the company in the long run.
Based on the industry that uses such software, the market can be segmented as manufacturing industries, government industries, service industries, internet & telecom industries, financial industries, and others. Feedback from citizens is vital for governments to garner popular support. Governments across the world are constantly pushing out new initiatives and services for the benefit of their citizens and to ensure this they need proper complaint and suggestion redressal systems to ensure the intended goals are met. Governments are turning to complain management software systems to collect data and resolve complaints from citizens. Smart city initiatives are being heavily implemented across the globe and complaint redressal systems are a vital aspect. Using complaint management software, governments can effectively address the complaints and suggestions made by citizens. The widespread usage of complaint management software by governments has resulted in government industries becoming the dominant segment.
Based on the size of the industry, the complaint management software market can be segmented into large and small & medium enterprises. The large enterprises segment will hold a lion’s share in the industry while the small & medium enterprises segment will grow faster with high CAGR value. Large enterprises are adopting new technologies to resolve customers' complaints as efficiently as possible and their ability to bear the high initial costs to implement such systems have seen them dominate the market. Larger companies have a wide customer base that can span across multiple countries. This requires them to be adept at multiple languages and should be able to handle large volumes of complaints promptly. Small & medium enterprises are implementing complaint management systems in a bid to increase the number of customers they can serve. Brand image is vital for growing companies and customer support is an important factor in brand image. Small & medium companies do not have the same financial muscle as larger enterprises, complaint management software gives multilingual support and can reduce the cost of having a customer support team while also making them more efficient.
The North American region is the dominant region due to greater technological advancements in this region and the greater usage of such technologies. People in this region are more tech-savvy and more willing to use new technologies like AI-based customer support representatives. A large number of vendors in this region and skilled labor force have all contributed to the growth of this market. The large number of large enterprises situated in this region have also contributed to the growth of the market in this region. The APAC region with the highest value of growth rate is the fastest-growing region. The increasing number of enterprises and increasing usage of complaint management software are expected to drive the market. Governments across the region are implementing smart city initiatives that automate a lot of processes and have seen an uptick in the usage of complaint management software systems in the region. As industries grow, they require larger customer support teams, the growing number of industries in this region are all expected to contribute to the growth in this region.
MasterControl, Inc., Quantivate LLC, Zendesk, Intelex Technologies, Sparta Systems Inc., HappyFox Inc., EtQ LLC, Workpro, and AssurX Inc. among others, are the major vendors in the complaint management software market.
Please note: This is not an exhaustive list of companies profiled in the report.
In 2020, Zendesk partnered with Whatsapp to provide enhanced customer conversation on the WhatsApp platform.
In 2020, Happyfox announced its integration with Asana which will allow for faster collaboration between customer support teams and project management teams.
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The Global Complaint Management Software Market has been studied from the year 2019 till 2026. However, the CAGR provided in the report is from the year 2021 to 2026. The research methodology involved three stages: Desk research, Primary research, and Analysis & Output from the entire research process.
The desk research involved a robust background study which meant referring to paid and unpaid databases to understand the market dynamics; mapping contracts from press releases; identifying the key players in the market, studying their product portfolio, competition level, annual reports/SEC filings & investor presentations; and learning the demand and supply-side analysis for the Complaint Management Software Market.
The primary research activity included telephonic conversations with more than 50 tier 1 industry consultants, distributors, and end-use product manufacturers.
Finally, based on the above thorough research process, an in-depth analysis was carried out considering the following aspects: market attractiveness, current & future market trends, market share analysis, SWOT analysis of the company and customer analytics.
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