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Complaint Management Software Market by Component Type Deployment and Industry Vertical: Global Opportunity Analysis and Industry Forecast, 2019-2026

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    Report

  • 277 Pages
  • November 2019
  • Region: Global
  • Allied Market Research
  • ID: 4989547
Description Jump to:
Complaint management software is a system that enables end users to receive, reply, and resolve customer complaints by using multichannel capabilities, innovative reporting functionalities, and cross-functional collaboration. Monitoring the frequency of complaints by customers and the respective solutions proposed for those complaints aid managers to understand and further develop the product quality. In addition, this software streamlines complaint management processes and decreases costs by improving the response as well as closure times.

The need to protect brand reputation coupled with increase in customer satisfaction and surge in need to automate workflow & streamline complaint management operations are the key factors that drive the growth of the global complaint management software market. In addition, the growth of the market is driven by increase in adoption of customer-centric strategies and rise in awareness about the benefits offered by complaint management software. However, insufficient useful data to resolve customer complaints is expected to hinder the complaint management software market growth. On the contrary, integration of new technologies such as AI, and NLP in complaint management software is expected to provide lucrative opportunities for the market growth in the coming years.

The global complaint management software market is segmented into component, type, deployment, industry vertical, and region. On the basis of component, the market is bifurcated into software and service. Depending on type, it is categorized into integrated and stand-alone types. As per deployment, it is classified into cloud and on-premise segments. By industry vertical, it is fragmented into BFSI, retail, government & public sector, IT & telecom, hospitality, healthcare, and others. Region wise, it is analyzed across North America, Europe, Asia-Pacific, and LAMEA.

The report analyzes the profiles of key players operating in the market. These include AssurX, Inc., Equiniti, ETQ, LLC, Freshworks Inc., MasterControl, Inc., Oracle Corporation, Quantivate, LLC, Salesforce.com, Inc., Sparta Systems, Inc., Zendesk, Inc., and Zoho Corporation Pvt. Ltd.

KEY BENEFITS FOR STAKEHOLDERS
  • The study provides an in-depth analysis of the global complaint management software market along with the current & future trends to elucidate the imminent investment pockets.
  • Information about key drivers, restrains, and opportunities and their impact analyses on the market size is provided in the report.
  • Porter’s five forces analysis illustrates the potency of buyers and suppliers operating in the industry.
  • The quantitative analysis of the global complaint management software market from 2018 to 2026 is provided to determine the market potential.

KEY MARKET SEGMENTS

By Component
  • Software
  • Services

By Type
  • Integrated
  • Standalone

By Deployment
  • Cloud
  • On-premise

By Industry Vertical
  • BFSI
  • Retail
  • Government & Public Sector
  • IT & Telecom
  • Hospitality
  • Healthcare
  • Others

By REGION
  • North America
  • U.S.
  • Canada
  • Mexico
  • Europe
  • UK
  • Germany
  • France
  • Rest of Europe
  • Asia-Pacific
  • China
  • India
  • Japan
  • Australia
  • Rest of Asia-Pacific
  • LAMEA
  • Latin America
  • Middle East
  • Africa

Key MARKET PLAYERS
  • AssurX, Inc.
  • Equiniti
  • ETQ, LLC
  • Freshworks Inc.
  • MasterControl, Inc.
  • Oracle Corporation
  • Quantivate, LLC
  • Salesforce.com, Inc.
  • Sparta Systems, Inc.
  • Zendesk, Inc.
  • Zoho Corporation Pvt. Ltd.

Table of Contents

Chapter 1: Introduction
1.1. Report Description
1.2. Key Benefits For Stakeholders
1.3. Key Market Segments
1.4. Research Methodology
1.4.1. Secondary Research
1.4.2. Primary Research
1.4.3. Analyst Tools & Models
Chapter 2: Executive Summary
2.1. Key Findings
2.1.1. Top Impacting Factors
2.1.2. Top Investment Pockets
2.2. CXO Perspective
Chapter 3: Market Overview
3.1. Market Definition And Scope
3.2. Porter’s Five Forces Analysis
3.3. Value Chain Analysis
3.4. Market Evolution / Industry Roadmap
3.5. Patent Analysis
3.5.1. By Region (2004-2018)
3.5.2. By Applicant
3.6. Case Studies
3.6.1. Case Study 01
3.6.2. Case Study 02
3.7. Market Dynamics
3.7.1. Drivers
3.7.1.1. The Need To Protect Brand Reputation And Increase Customer Satisfaction
3.7.1.2. Increase In Need Of Automated Workflow And Streamline Complaint Management Operations
3.7.1.3. Rise In Adoption Of Customer-Centric Strategies And Increase In Awareness About The Benefits Of Complaint Management Software
3.7.2. Restraints
3.7.2.1. Insufficient Useful Data To Resolve Customer Complaints
3.7.3. Opportunity
3.7.3.1. Integration Of New Technologies Such As Ai, And Nlp In Complaint Management Software
Chapter 4: Complaint Management Software Market, By Component
4.1. Overview
4.2. Software
4.2.1. Key Market Trends, Growth Factors, And Opportunities
4.2.2. Market Size And Forecast, By Region
4.2.3. Market Analysis, By Region
4.3. Service
4.3.1. Key Market Trends, Growth Factors, And Opportunities
4.3.2. Market Size And Forecast, By Region
4.3.3. Market Analysis, By Region
Chapter 5: Complaint Management Software Market, By Type
5.1. Overview
5.2. Integrated
5.2.1. Key Market Trends, Growth Factors, And Opportunities
5.2.2. Market Size And Forecast, By Region
5.2.3. Market Analysis, By Region
5.3. Stand-Alone
5.3.1. Key Market Trends, Growth Factors, And Opportunities
5.3.2. Market Size And Forecast, By Region
5.3.3. Market Analysis, By Region
Chapter 6: Complaint Management Software Market, By Deployment
6.1. Overview
6.2. On Premise
6.2.1. Key Market Trends, Growth Factors, And Opportunities
6.2.2. Market Size And Forecast, By Region
6.2.3. Market Analysis, By Region
6.3. Cloud
6.3.1. Key Market Trends, Growth Factors, And Opportunities
6.3.2. Market Size And Forecast, By Region
6.3.3. Market Analysis, By Region
Chapter 7: Complaint Management Software Market, By Industry Vertical
7.1. Overview
7.2. Bfsi
7.2.1. Key Market Trends, Growth Factors, And Opportunities
7.2.2. Market Size And Forecast, By Region
7.2.3. Market Analysis, By Region
7.3. Retail
7.3.1. Key Market Trends, Growth Factors, And Opportunities
7.3.2. Market Size And Forecast, By Region
7.3.3. Market Analysis, By Region
7.4. Government & Public Sector
7.4.1. Key Market Trends, Growth Factors, And Opportunities
7.4.2. Market Size And Forecast, By Region
7.4.3. Market Analysis, By Region
7.5. It & Telecom
7.5.1. Key Market Trends, Growth Factors, And Opportunities
7.5.2. Market Size And Forecast, By Region
7.5.3. Market Analysis, By Region
7.6. Hospitality
7.6.1. Key Market Trends, Growth Factors, And Opportunities
7.6.2. Market Size And Forecast, By Region
7.6.3. Market Analysis, By Region
7.7. Healthcare
7.7.1. Key Market Trends, Growth Factors, And Opportunities
7.7.2. Market Size And Forecast, By Region
7.7.3. Market Analysis, By Region
7.8. Others
7.8.1. Key Market Trends, Growth Factors, And Opportunities
7.8.2. Market Size And Forecast, By Region
7.8.3. Market Analysis, By Region
Chapter 8: Complaint Management Software Market, By Region
8.1. Overview
8.2. North America
8.2.1. Key Market Trends, Growth Factors And Opportunities
8.2.2. Market Size And Forecast, By Component
8.2.3. Market Size And Forecast, By Type
8.2.4. Market Size And Forecast, By Deployment
8.2.5. Market Size And Forecast, By Industry Vertical
8.2.6. Market Analysis By Country
8.2.6.1. U.S.
8.2.6.1.1. Market Size And Forecast, By Component
8.2.6.1.2. Market Size And Forecast, By Type
8.2.6.1.3. Market Size And Forecast, By Deployment
8.2.6.1.4. Market Size And Forecast, By Industry Vertical
8.2.6.2. Canada
8.2.6.2.1. Market Size And Forecast, By Component
8.2.6.2.2. Market Size And Forecast, By Type
8.2.6.2.3. Market Size And Forecast, By Deployment
8.2.6.2.4. Market Size And Forecast, By Industry Vertical
8.2.6.3. Mexico
8.2.6.3.1. Market Size And Forecast, By Component
8.2.6.3.2. Market Size And Forecast, By Type
8.2.6.3.3. Market Size And Forecast, By Deployment
8.2.6.3.4. Market Size And Forecast, By Industry Vertical
8.3. Europe
8.3.1. Key Market Trends, Growth Factors And Opportunities
8.3.2. Market Size And Forecast, By Component
8.3.3. Market Size And Forecast, By Type
8.3.4. Market Size And Forecast, By Deployment
8.3.5. Market Size And Forecast, By Industry Vertical
8.3.6. Market Analysis By Country
8.3.6.1. UK
8.3.6.1.1. Market Size And Forecast, By Component
8.3.6.1.2. Market Size And Forecast, By Type
8.3.6.1.3. Market Size And Forecast, By Deployment
8.3.6.1.4. Market Size And Forecast, By Industry Vertical
8.3.6.2. Germany
8.3.6.2.1. Market Size And Forecast, By Component
8.3.6.2.2. Market Size And Forecast, By Type
8.3.6.2.3. Market Size And Forecast, By Deployment
8.3.6.2.4. Market Size And Forecast, By Industry Vertical
8.3.6.3. France
8.3.6.3.1. Market Size And Forecast, By Component
8.3.6.3.2. Market Size And Forecast, By Type
8.3.6.3.3. Market Size And Forecast, By Deployment
8.3.6.3.4. Market Size And Forecast, By Industry Vertical
8.3.6.4. Rest Of Europe
8.3.6.4.1. Market Size And Forecast, By Component
8.3.6.4.2. Market Size And Forecast, By Type
8.3.6.4.3. Market Size And Forecast, By Deployment
8.3.6.4.4. Market Size And Forecast, By Industry Vertical
8.4. Asia-Pacific
8.4.1. Key Market Trends, Growth Factors And Opportunities
8.4.2. Market Size And Forecast, By Component
8.4.3. Market Size And Forecast, By Type
8.4.4. Market Size And Forecast, By Deployment
8.4.5. Market Size And Forecast, By Industry Vertical
8.4.6. Market Analysis By Country
8.4.6.1. China
8.4.6.1.1. Market Size And Forecast, By Component
8.4.6.1.2. Market Size And Forecast, By Type
8.4.6.1.3. Market Size And Forecast, By Deployment
8.4.6.1.4. Market Size And Forecast, By Industry Vertical
8.4.6.2. India
8.4.6.2.1. Market Size And Forecast, By Component
8.4.6.2.2. Market Size And Forecast, By Type
8.4.6.2.3. Market Size And Forecast, By Deployment
8.4.6.2.4. Market Size And Forecast, By Industry Vertical
8.4.6.3. Japan
8.4.6.3.1. Market Size And Forecast, By Component
8.4.6.3.2. Market Size And Forecast, By Type
8.4.6.3.3. Market Size And Forecast, By Deployment
8.4.6.3.4. Market Size And Forecast, By Industry Vertical
8.4.6.4. Australia
8.4.6.4.1. Market Size And Forecast, By Component
8.4.6.4.2. Market Size And Forecast, By Type
8.4.6.4.3. Market Size And Forecast, By Deployment
8.4.6.4.4. Market Size And Forecast, By Industry Vertical
8.4.6.5. Rest Of Asia-Pacific
8.4.6.5.1. Market Size And Forecast, By Component
8.4.6.5.2. Market Size And Forecast, By Type
8.4.6.5.3. Market Size And Forecast, By Deployment
8.4.6.5.4. Market Size And Forecast, By Industry Vertical
8.5. LAMEA
8.5.1. Key Market Trends, Growth Factors And Opportunities
8.5.2. Market Size And Forecast, By Component
8.5.3. Market Size And Forecast, By Type
8.5.4. Market Size And Forecast, By Deployment
8.5.5. Market Size And Forecast, By Industry Vertical
8.5.6. Market Analysis By Country
8.5.6.1. Latin America
8.5.6.1.1. Market Size And Forecast, By Component
8.5.6.1.2. Market Size And Forecast, By Type
8.5.6.1.3. Market Size And Forecast, By Deployment
8.5.6.1.4. Market Size And Forecast, By Industry Vertical
8.5.6.2. Middle East
8.5.6.2.1. Market Size And Forecast, By Component
8.5.6.2.2. Market Size And Forecast, By Type
8.5.6.2.3. Market Size And Forecast, By Deployment
8.5.6.2.4. Market Size And Forecast, By Industry Vertical
8.5.6.3. Africa
8.5.6.3.1. Market Size And Forecast, By Component
8.5.6.3.2. Market Size And Forecast, By Type
8.5.6.3.3. Market Size And Forecast, By Deployment
8.5.6.3.4. Market Size And Forecast, By Industry Vertical
Chapter 9: Competitive Landscape
9.1. Competitive Dashboard
9.2. Key Developments
9.2.1. New Product Launches
9.2.2. Business Expansions
9.2.3. Partnership
9.2.4. Product Development
9.2.5. Collaboration
9.2.6. Acquisition
9.3. Top Winning Strategies
Chapter 10: Company Profiles
10.1. Assurx, Inc.
10.1.1. Company Overview
10.1.2. Key Executives
10.1.3. Company Snapshot
10.1.4. Product Portfolio
10.1.5. Key Strategic Moves And Developments
10.2. Equiniti
10.2.1. Company Overview
10.2.2. Key Executives
10.2.3. Company Snapshot
10.2.4. Operating Business Segments
10.2.5. Product Portfolio
10.2.6. Business Performance
10.2.7. Key Strategic Moves And Developments
10.3. Etq, Llc
10.3.1. Company Overview
10.3.2. Key Executives
10.3.3. Company Snapshot
10.3.4. Product Portfolio
10.3.5. Key Strategic Moves And Developments
10.4. Freshworks Inc.
10.4.1. Company Overview
10.4.2. Key Executives
10.4.3. Company Snapshot
10.4.4. Product Portfolio
10.4.5. Key Strategic Moves And Developments
10.5. Mastercontrol, Inc.
10.5.1. Company Overview
10.5.2. Key Executives
10.5.3. Company Snapshot
10.5.4. Product Portfolio
10.5.5. Key Strategic Moves And Developments
10.6. Oracle Corporation
10.6.1. Company Overview
10.6.2. Key Executives
10.6.3. Company Snapshot
10.6.4. Operating Business Segments
10.6.5. Product Portfolio
10.6.6. R&D Expenditure
10.6.7. Business Performance
10.6.8. Key Strategic Moves And Developments
10.7. Quantivate, Llc.
10.7.1. Company Overview
10.7.2. Key Executives
10.7.3. Company Snapshot
10.7.4. Product Portfolio
10.7.5. Key Strategic Moves And Developments
10.8. Salesforce.Com, Inc.
10.8.1. Company Overview
10.8.2. Key Executives
10.8.3. Company Snapshot
10.8.4. Product Portfolio
10.8.5. R&D Expenditure
10.8.6. Business Performance
10.8.7. Key Strategic Moves And Developments
10.9. Sparta Systems, Inc.
10.9.1. Company Overview
10.9.2. Key Executives
10.9.3. Company Snapshot
10.9.4. Product Portfolio
10.9.5. Key Strategic Moves And Developments
10.10. Zendesk, Inc.
10.10.1. Company Overview
10.10.2. Key Executives
10.10.3. Company Snapshot
10.10.4. Product Portfolio
10.10.5. R&D Expenditure
10.10.6. Business Performance
10.10.7. Key Strategic Moves And Developments
10.11. Zoho Corporation Pvt. Ltd.
10.11.1. Company Overview
10.11.2. Key Executives
10.11.3. Company Snapshot
10.11.4. Product Portfolio
10.11.5. Key Strategic Moves And Developments
*Full List of Tables and Figures Available on Enquiry.

Executive Summary

According to the report titled, 'Complaint Management Software Market by Component, Type, Deployment, and Industry Vertical: Global Opportunity Analysis and Industry Forecast, 2019-2026', the global market was valued at $1.9 billion in 2018, and is projected to reach $8.2 billion by 2026, growing at a CAGR of 11.2% from 2019 to 2026.

Complaint management software facilitates streamlining and automating complaints and enquiries, reducing the turnaround time to resolve customer complaints, granting visibility to appropriate authorities for tracking the status of generated tickets. Moreover, this software enables the trend analysis and auto suggestions for resolving the frequently arising complaints based on the previously stored data and their solution, which drives the complaint management software market growth. In addition, rise in focus on adopting customer-centric strategies, increase in awareness about the importance of customer satisfaction is augmenting the adoption of complaint management software among companies, which propels the market growth. Use of AI and natural language processing (NLP) for complaint management software offerings is expected to offer lucrative opportunities for market expansion during the forecast period. In addition, market players are adopting various business strategies strengthen their foothold in the complaint management software market and increase their market penetration. For instance, Zoho Pvt. Ltd. Corporation is providing the AI assistant named Zia, which helps in auto suggesting the appropriate solutions for resolving the complaints as well as to perform the sentiment analysis of customers.

The cloud segment dominated the complaint management software market in 2018, and is projected to maintain its dominance during the forecast period. This is attributed to key benefits offered by cloud-based software for businesses such as unlimited accessibility, low cost, and ease of implementation. Companies are incorporating additional functionalities into their offerings such as advanced analytics, trend analysis, auto suggestion of the appropriate response to certain complaints predicted from database of previous enquiries and their solutions. Such complaint management software market trends are further anticipated to boost the market growth.

The government & public sector segment held the majority of global complaint management software market share in 2018 and is projected to maintain its dominance during the forecast period. However, the healthcare segment is expected to witness the highest growth rate, as shift from paper-based systems to digital systems in this sector is enforcing healthcare and medical devices providers to adopt complaint management software.

Region wise, the global market was dominated by North America in 2018, and is expected to maintain this trend during the forecast period. The major factors driving the complaint management software market growth in this region include increase in awareness about customer care, surge in adoption of complaint management-integrated customer relationship management or quality management software, and presence of large number of key vendors in the region. However, Asia-Pacific is expected to witness the highest growth, owing to development of the services industry and increase in spending for customer support function in organizations across the developing countries such as India.

Key Findings of the Complaint Management Software Market:
Depending on component, the software segment led the complaint management software market size in terms of revenue in 2018.
By technique, the vibration monitoring accounted for the highest market share in 2018.
Region wise, North America generated the highest revenue in 2018; however, Asia-Pacific is anticipated to exhibit substantial growth during the forecast period.
Depending on industry vertical, the healthcare segment is anticipated to exhibit substantial growth during the forecast period.
The global complaint management software market analysis includes some of the key market players such as AssurX, Inc., Equiniti, ETQ, LLC, Freshworks Inc., MasterControl, Inc., Oracle Corporation, Quantivate, LLC, Salesforce.com, Inc., Sparta Systems, Inc., Zendesk, Inc., and Zoho Corporation Pvt. Ltd.

Companies Mentioned

  • AssurX Inc.
  • Equiniti
  • ETQ LLC
  • Freshworks Inc.
  • MasterControl Inc.
  • Oracle Corporation
  • Quantivate LLC
  • Salesforce.com Inc.
  • Sparta Systems Inc.
  • Zendesk Inc.
  • Zoho Corporation Pvt. Ltd.

Methodology

The analyst offers exhaustive research and analysis based on a wide variety of factual inputs, which largely include interviews with industry participants, reliable statistics, and regional intelligence. The in-house industry experts play an instrumental role in designing analytic tools and models, tailored to the requirements of a particular industry segment. The primary research efforts include reaching out participants through mail, tele-conversations, referrals, professional networks, and face-to-face interactions.

They are also in professional corporate relations with various companies that allow them greater flexibility for reaching out to industry participants and commentators for interviews and discussions.

They also refer to a broad array of industry sources for their secondary research, which typically include; however, not limited to:

  • Company SEC filings, annual reports, company websites, broker & financial reports, and investor presentations for competitive scenario and shape of the industry
  • Scientific and technical writings for product information and related preemptions
  • Regional government and statistical databases for macro analysis
  • Authentic news articles and other related releases for market evaluation
  • Internal and external proprietary databases, key market indicators, and relevant press releases for market estimates and forecast

Furthermore, the accuracy of the data will be analyzed and validated by conducting additional primaries with various industry experts and KOLs. They also provide robust post-sales support to clients.

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