Complaint Management Software Market Report by Type (Integrated, Stand-alone), Component (Software, Services), Deployment Mode (Cloud-based, On-premises), End Use Industry (Government and Public Sector, BFSI, Retail, IT and Telecom, Hospitality, Healthcare, and Others), and Region 2024-2032
The global complaint management software market size reached US$ 2.5 Billion in 2023. Looking forward, IMARC Group expects the market to reach US$ 5.8 Billion by 2032, exhibiting a growth rate (CAGR) of 9.7% during 2024-2032.
Report Attribute
Key Statistics
Base Year
2023
Forecast Years
2024-2032
Historical Years
2018-2023
Market Size in 2023
US$ 2.5 Billion
Market Forecast in 2032
US$ 5.8 Billion
Market Growth Rate 2024-2032
9.7%
Complaint management software refers to a platform used to handle, manage, report, and respond to customer grievances and requests in a timely manner. It assists organizations in accepting, categorizing and tracking customer complaints from submission to resolution. It also prioritizes complaints based on various criteria, alerts service personnel, notifies customers when their issue has been addressed and streamlines the entire process to ensure faster resolutions. In recent years, complaint management software has gained traction among enterprises as it offers automated complaint and report processing, improves workflow, enhances customer service, and monitors customer feedback in real-time.
Complaint Management Software Market Trends:
The rising need to improve customer experience and protect brand image represents the primary factor driving the market growth. Complaint management software enables organizations to enhance the quality of their products or services by regularly monitoring and recording customer grievances and feedback. As a result, the growing awareness regarding numerous benefits offered by cloud-based complaint management software solutions, such as efficient resource utilization, direct IT control and cost-effectiveness, is augmenting the product demand. Additionally, the widespread adoption of customer-centric strategies and the escalating demand for automated workflow and complaint management operations are catalyzing the market growth. Besides this, the integration of innovative technologies, such as artificial intelligence (AI) and machine learning (ML), with complaint management software and significant advancements in IT infrastructure are providing lucrative opportunities to the market. Furthermore, the rising product usage in the healthcare, government and public sectors, several product innovations, and increasing investments in research and development (R&D) activities are some of the other factors propelling the market growth.
Note: Information in the above chart consists of dummy data and is only shown here for representation purpose. Kindly contact us for the actual market size and trends.
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Key Market Segmentation:
IMARC Group provides an analysis of the key trends in each sub-segment of the global complaint management softwaremarket report, along with forecasts at the global, regional and country level from 2024-2032. Our report has categorized the market based on type, component, deployment mode and end use industry.
Breakup by Type:
Integrated
Stand-alone
Breakup by Component:
Note: Information in the above chart consists of dummy data and is only shown here for representation purpose. Kindly contact us for the actual market size and trends.
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Software
Services
Breakup by Deployment Mode:
Cloud-based
On-premises
Breakup by End Use Industry:
Government and Public Sector
BFSI
Retail
IT and Telecom
Hospitality
Healthcare
Others
Breakup by Region:
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North America
United States
Canada
Asia-Pacific
China
Japan
India
South Korea
Australia
Indonesia
Others
Europe
Germany
France
United Kingdom
Italy
Spain
Russia
Others
Latin America
Brazil
Mexico
Others
Middle East and Africa
Competitive Landscape:
The competitive landscape of the industry has also been examined along with the profiles of the key players being AssurX Inc., EtQ LLC, Freshworks Inc., HappyFox Inc., Intelex Technologies (Industrial Scientific Corporation), MasterControl Inc., Quantivate LLC, Salesforce.com Inc., Sparta Systems Inc., Zendesk Inc. and Zoho Corporation Pvt. Ltd.
Report Coverage:
Report Features
Details
Base Year of the Analysis
2023
Historical Period
2018-2023
Forecast Period
2024-2032
Units
US$ Billion
Segment Coverage
Type, Component, Deployment Mode, End Use Industry, Region
Region Covered
Asia Pacific, Europe, North America, Latin America, Middle East and Africa
Countries Covered
United States, Canada, Germany, France, United Kingdom, Italy, Spain, Russia, China, Japan, India, South Korea, Australia, Indonesia, Brazil, Mexico
Companies Covered
AssurX Inc., EtQ LLC, Freshworks Inc., HappyFox Inc., Intelex Technologies (Industrial Scientific Corporation), MasterControl Inc., Quantivate LLC, Salesforce.com Inc., Sparta Systems Inc., Zendesk Inc. and Zoho Corporation Pvt. Ltd.
Customization Scope
10% Free Customization
Report Price and Purchase Option
Single User License: US$ 3899
Five User License: US$ 4899
Corporate License: US$ 5899
Post-Sale Analyst Support
10-12 Weeks
Delivery Format
PDF and Excel through Email (We can also provide the editable version of the report in PPT/Word format on special request)
Key Questions Answered in This Report
The global complaint management software market was valued at US$ 2.5 Billion in 2023.
We expect the global complaint management software market to exhibit a CAGR of 9.7% during 2024-2032.
The sudden outbreak of the COVID-19 pandemic has led to the growing deployment of complaint management software solutions by numerous organizations to remotely monitor and record customer grievances and feedback, during lockdown scenario.
The rising consumer awareness towards numerous benefits offered by cloud-based complaint management software solutions, such as efficient resource utilization, direct IT control, and cost-effectiveness, is primarily driving the global complaint management software market.
Based on the type, the global complaint management software market has been divided into integrated and stand-alone. Currently, integrated exhibits a clear dominance in the market.
Based on the component, the global complaint management software market can be categorized into software and services, where software currently holds the majority of the global market share.
Based on the deployment mode, the global complaint management software market has been segmented into cloud-based and on-premises. Currently, cloud-based accounts for the largest market share.
Based on the end use industry, the global complaint management software market can be bifurcated into government and public sector, BFSI, retail, IT and telecom, hospitality, healthcare, and others. Among these, the government and public sector holds the majority of the total market share.
On a regional level, the market has been classified into North America, Asia-Pacific, Europe, Latin America, and Middle East and Africa, where North America currently dominates the global market.
Some of the major players in the global complaint management software market include AssurX Inc., EtQ LLC, Freshworks Inc., HappyFox Inc., Intelex Technologies (Industrial Scientific Corporation), MasterControl Inc., Quantivate LLC, Salesforce.com Inc., Sparta Systems Inc., Zendesk Inc., and Zoho Corporation Pvt. Ltd.
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