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市場調查報告書

商品編碼

1738525

全球客戶服務軟體市場規模（按部署類型、最終用戶、區域範圍和預測）

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: 2025年05月12日 | 出版商:

Verified Market Research | 英文 202 Pages | 商品交期: 2-3個工作天內

價格

簡介目錄

客戶服務軟體市場規模與預測

2024 年客戶服務軟體市場規模價值 149 億美元，預計到 2032 年將達到 681.9 億美元，2026 年至 2032 年的複合年成長率為 20.94%。

預計在預測期內，客戶服務軟體的多項技術改進、市場成長率的提高以及新的發展和創新將推動全球客戶服務軟體市場的發展。本研究報告對全球客戶服務軟體市場進行了全面的分析，深入探討了關鍵細分市場、趨勢、促進因素、限制因素、競爭格局以及推動市場發展的關鍵因素。

定義全球客戶服務軟體市場

客戶服務軟體可讓您使用單一平台追蹤、組織和管理客戶請求。客戶服務軟體整合問題和互動，同時透過更多數據和個人化策略提升 CRM 和銷售績效。客戶服務軟體的主要功能是轉換票務系統、社交貼文、電話、客戶電子郵件、聊天訊息等，並指導客服人員立即解決問題。服務台、幫助台、IT/IS 支援、技術支援、支援中心、客戶支援中心、客戶服務中心、客服中心中心、客服中心都是客戶服務軟體的組成部分。

客戶服務軟體的主要優勢包括即時問題解決、銷售和潛在客戶開發、關係建立、收集客戶回饋、即時分析、改善與團隊和客戶的溝通、增強協作、提高支援效率以及提升客戶忠誠度。購買客戶服務軟體時需要考慮的三個關鍵因素是支援風格、易用性和價格。客戶服務軟體的支援風格可以包括即時聊天、電子郵件和電話支援、全面的知識庫報導等功能，或所有這些功能的組合。

客戶服務軟體的易用性體現在直覺的使用者介面 (UI) 和較少的培訓需求上。另一個重要標準是客戶服務軟體的整體成本，而購買決策則基於其為使用者提供的功能和服務。客戶服務軟體的其他特點包括簡潔的介面、語言支援、自訂設定、自訂欄位、內部溝通和協作工具、基於知識的內容管理系統、個人化客戶服務、遠端客戶服務、社群媒體客戶服務等。

全球客戶服務軟體市場概覽

對即時問題解決和穩固客戶關係日益成長的需求，正在推動客戶服務軟體市場的發展。預計在預測期內，客戶服務軟體在技術、市場快速成長、最新趨勢和創新方面的許多發展，將推動全球客戶服務軟體市場的發展。雲端技術的持續改進，以及智慧支援、增強型客戶關係管理 (CRM)、成本降低和高效流程等功能的不斷湧現，正在推動全球客戶服務軟體市場的發展。

自動化工作流程的趨勢正在推動全球客戶服務軟體市場的發展。 ICT支出的增加、雲端技術的持續改進以及面向客戶的業務數量的增加等其他因素預計將對全球客戶服務軟體市場的成長產生積極影響。通訊技術不斷發展，透過改進功能、應用程式或用途、介面等來提供更佳的客戶體驗。 5G，即第五代行動網路，已為已開發經濟體和新興經濟體的行動消費者所使用。

尤其是5G網際網路服務，它有潛力加速和改善數位銀行、電子商務、電子採購和數位付款等數位服務。 5G網路的推出將使金融交易能夠更快、更有效率、更有效地完成。因此，此類網路升級可能為全球客戶服務軟體市場以更快的複合年成長率擴張開闢新的可能性。澳洲最著名的電信業者之一Telstra Corporation Limited計劃在2021年6月底為75%的澳洲人口提供5G網路，這將帶來更快的網際網路/數據速度和其他好處。

威瑞森通訊公司 (Verizon Communications Inc.) 於 2019 年在美國多個地區推出了 5G 網路。阻礙全球客戶服務軟體市場成長的主要因素之一是客戶在票務時提供的數據不足。服務供應商很難理解這個問題。然而，供應商正持續致力於開發客戶服務軟體，其中包含客戶必須填寫的資料字段，以便更好地理解。預計供應商將在全球客戶服務軟體市場的預測期內克服上述市場限制。

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.

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