Customer Service Market Size
| Study Period | 2022 - 2029 |
| Base Year For Estimation | 2023 |
| CAGR (2024 - 2029) | 20.25 % |
| Fastest Growing Market | Asia Pacific |
| Largest Market | North America |
| Market Concentration | Low |
Major Players
*Disclaimer: Major Players sorted in no particular order |
Customer Service Market Analysis
The Customer Service Market is expected to register a CAGR of 20.25% during the forecast period.
The increasing demand for immediate problem resolutions and solid customer connections, coupled with advancements in cloud technology such as cost savings intelligent support, improved CRM, and time-effective procedures are fueling the market growth.
- The market holds high growth potential in the form of integration with generative AI. The technology can be used to provide more personalized customer service since it works on advanced systems such as deep learning techniques and large language models (LLMs). The generative AI technology can efficiently manage complex doubts and customer inquiries with seamless ease and can perform more organic or natural-appearing conversations with customers.
- Factors such as increasing continuous improvement in cloud technology, ICT spending, along with a rising number of customer-facing businesses are expected to have an positive impact acorss the growth of the customer service market.
- Incorporation of cloud based communication in contact centers has been increasing for acorss the regions, For Instance, ISG Provider Lens Contact Center, 2024, stated that U.S. Firms are using Use Cloud, AI to Boost Customer Experience as Cloud-based contact centers enable enterprises to respond to planned or unplanned events and reduce the cost of maintaining on-premises infrastructure, and it is been increasingly common among the companies to pay for these services per use instead of per month, which delivers further savings.
- Moreover, 5G internet services, have an potential to improve digital services such as e-procurement, digital banking, e-commerce, along with digital payments. The deployment of 5G networks can further enable financial transactions to be completed effectively, quickly . As a result, such network upgrades may open up new potential for the worldwide in order to expand at a faster market growth
- The growing concerns and cases of customer data loss. Countries across the globe have curated strict regulations to ensure consumer privacy protection. However, in recent times, online data theft has grown leading to personal information being leaked to external agents. Customer service providers must provide optimum safety against online security breaches.
Customer Service Market Trends
Retail and E-commerce Holds Major Share
- Retail customer services are about providing customers with relevant along with timely assistance, to help them meet their needs and expectations and solve their problems and to . There are various types of environments to which retail customer services are applicable , including physical premises like newsagents, supermarkets, and chemists, as well as countless online retail spaces, apps and . It also applies to sales environments where phone lines alone are used to interact with customers, such as warehouses, catalogues or wholesalers.
- The change in consumer service expectations has been highly influenced by the ways in which e-commerce companies provide customer service. Their programs are designed to ascertain that customers do not face any type of difficulty in buying a product as well as during other post-purchase services. The growing consumer base of e-commerce portals and excessive demand for retail items
- For instance, in January 2024, Google Cloud Debuted New Generative AI Technologies for Retailers Worldwide. These technologies help retailers personalize their online shopping, modernize operations, and transform in-store technology rollouts. They are also able to develop virtual agents who can engage in detailed discussions along with customers using natural language and offer product suggestions tailored to the customer's preferences.
- Moreover, according to US Department of Commerce; US Census Bureau, In the second quarter 2024, the share of e-commerce in total U.S. retail sales stood at 16 percent, up from the previous quarter. From April to June 2024, retail e-commerce sales in the United States hit over 291 billion U.S. dollars, the highest quarterly revenue in history.
- With the increasing scale of customers shopping online increasing, customer services it allows reps to provide invaluable and actionable insights about customers-from their likes,motivations and goals to their pain points , Which can lead to rising customer satisfication due to response which will fruthure benefit the market growth.
North America to Holds Major Share
- In North America, due of the presence of a large number of technical- businesses and a high demand for advanced customer service solutions, region is expected to grow rapidly.
- The growing importance of customer experience across the industries is a prominent factor that is trending in the customer services across the region. Customer experience has become an important differentiator for businesses, and while customer service plays a crucial role in shaping their overall experiences. As a result, companies are focusing in customer service software inorder to improve the quality of their interactions with customers.
- For instance, April 2024, Bath & Body Works has announced its inclusion on USA Today’s list of America’s Customer Service Champions. In partnership with the data analysis company Plant A Insights, USA Today surveyed 33,000 U.S. consumers who provided over 519,000 company reviews. Respondents evaluated businesses according to overall customer experience as well as the quality of service delivery across seven key categories important to consumers.
- Moroever, Telecom companies acorss the region are utilize customer service software to manage large volumes of customer interactions efficiently. For intsance June 2024, Microsoft has intoduced new artifical tool for customer servcie call centers, the new AI tool will be able scour a company manuals and materials to train chat box better answer to questions, customers might ask though chat window
- The expected increase in demand for customer contact services in the future in North America is due to the widespread use of technology, high internet usage, and growing reliance on technology for daily tasks among the general population, which will drive market growth during the forecast period.
Customer Service Industry Overview
The customer service market is fragmented due to the presence of both global players. Some of the major players in the market are Amazon.com, Inc., Freshworks Inc., ServiceNow, Inc.Salesforce, Inc.LiveChat Players in the market are adopting strategies such as acquisitions to enhance gain sustainable competitive advantage and their product offerings .
This market is characterized by moderate/high product differentiation, growing levels of product penetration, and high levels of competition.
Innovation are able bring about a sustainable competitive advantage. New technologies such as machine learning, AI, cloud computing and others are reshaping the trends.
Leading vendors are responding to evolving customer demands driven by technological advancements by enhancing their existing software and introducing advanced solutions
Customer Service Market Leaders
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Amazon.com, Inc.
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Freshworks Inc.
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ServiceNow, Inc.
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Salesforce, Inc.
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LiveChat
*Disclaimer: Major Players sorted in no particular order
Customer Service Market News
- September 2024: Zendesk has announced an outcome-based pricing for AI agents and this move aims to provide tangible benefits for customers as they transition from traditional human agents to AI-powered customer service. While Zendesk customers only pay for successful AI query resolutions, easing the transition to AI-powered customer support and improving scalability during peak periods
- September 2024: Amazon expands options for sellers to handle customer returns with its generative AI-powered expert shopping assistant, to help customers making more informed shopping decisions, which uses Generative AI to gather and analyze relevant customer feedback—including reviews, questions, and return reasons—to give sellers a clear picture of how to improve the customer experience.
Customer Service Market Report - Table of Contents
1. INTRODUCTION
1.1 Study Assumptions and Market Definition
1.2 Scope of the Study
2. RESEARCH METHODOLOGY
3. EXECUTIVE SUMMARY
4. MARKET INSIGHTS
4.1 Market Overview
4.2 Value Chain Analysis
4.3 Industry Attractiveness - Porter's Five Force Analysis
4.3.1 Bargaining Power of Suppliers
4.3.2 Bargaining Power of Buyers
4.3.3 Threat of New Entrants
4.3.4 Threat of Substitutes
4.3.5 Intensity of Competitive Rivalry
5. MARKET DYNAMICS
5.1 Market Drivers
5.1.1 Combining customer service platforms with generative artificial intelligence (AI) has the ability to lead to market expansion.
5.1.2 Incorporation of Cloud based Communication in Contact Centers
5.1.3 Major Technology advances such as Voice over Internet Protocol (VoIP) are driving the market growth
5.2 Market Restraints
5.2.1 Concerns over customer data loss and privacy infringement may challenge market demand
5.3 Analysis on Basis of Sevices
5.3.1 Email Customer Service
5.3.2 Live Chat Customer Service
5.3.3 Chatbot Customer Service
5.3.4 Mobile based Customer Service
6. MARKET SEGMENTATION
6.1 By Offering
6.1.1 Sloutions
6.1.2 Sevices
6.1.2.1 Managed
6.1.2.2 Professional
6.2 By Deployment Type
6.2.1 On-Premise
6.2.2 Cloud
6.3 By End-user
6.3.1 BFSI
6.3.2 Retail and E-commerce
6.3.3 Government
6.3.4 IT and Telecommunication
6.3.5 Healthcare
6.3.6 Manufacturing
6.3.7 Others
6.4 By Geography***
6.4.1 North America
6.4.2 Europe
6.4.3 Asia
6.4.4 Australia and New Zealand
6.4.5 Latin America
6.4.6 Middle East and Africa
7. COMPETITIVE LANDSCAPE
7.1 Company Profiles
7.1.1 Amazon.com, Inc.
7.1.2 Freshworks Inc.
7.1.3 ServiceNow, Inc.
7.1.4 Salesforce, Inc.
7.1.5 LiveChat
7.1.6 Help Scout
7.1.7 Microsoft Corporation
7.1.8 Kayako
7.1.9 Oracle Corporation
7.1.10 HappyFox
7.1.11 HubSpot Service Hub
- *List Not Exhaustive
8. INVESTMENT ANAYSIS
9. FURTURE OF THE MARKET
Customer Service Industry Segmentation
Customer service is the help provided by a company to its customers before or after their purchase or use of products or services. Customer service involves tasks like solving problems and addressing complaints, providing product recommendations or answering common inquiries.
The customer service market is segmented by offering (solutions, services [managed, professional]), deployment type (on-premise, cloud),end-user (BFSI, media and entertainment, government, IT and telecommunication, healthcare, manufacturing, others), geography (North America, Europe, Asia Pacific, Latin America, Middle East and Africa). The Report Offers Market Forecasts and Size in Value (USD) for all the Above Segments.
| By Offering | ||||
| Sloutions | ||||
|
| By Deployment Type | |
| On-Premise | |
| Cloud |
| By End-user | |
| BFSI | |
| Retail and E-commerce | |
| Government | |
| IT and Telecommunication | |
| Healthcare | |
| Manufacturing | |
| Others |
| By Geography*** | |
| North America | |
| Europe | |
| Asia | |
| Australia and New Zealand | |
| Latin America | |
| Middle East and Africa |
Customer Service Market Research FAQs
What is the current Customer Service Market size?
The Customer Service Market is projected to register a CAGR of 20.25% during the forecast period (2024-2029)
Who are the key players in Customer Service Market?
Amazon.com, Inc., Freshworks Inc., ServiceNow, Inc., Salesforce, Inc. and LiveChat are the major companies operating in the Customer Service Market.
Which is the fastest growing region in Customer Service Market?
Asia Pacific is estimated to grow at the highest CAGR over the forecast period (2024-2029).
Which region has the biggest share in Customer Service Market?
In 2024, the North America accounts for the largest market share in Customer Service Market.
What years does this Customer Service Market cover?
The report covers the Customer Service Market historical market size for years: 2022 and 2023. The report also forecasts the Customer Service Market size for years: 2024, 2025, 2026, 2027, 2028 and 2029.
Customer Service Industry Report
Statistics for the 2024 Customer Service market share, size and revenue growth rate, created by Mordor Intelligence™ Industry Reports. Customer Service analysis includes a market forecast outlook for 2024 to 2029 and historical overview. Get a sample of this industry analysis as a free report PDF download.
