苦情管理ソフトウェア市場：展開別、産業別-2025-2030年の世界予測

苦情管理ソフトウェア市場の2023年の市場規模は21億6,000万米ドル、2024年には23億8,000万米ドルに達すると予測され、CAGR 10.19％で成長し、2030年には42億6,000万米ドルに達すると予測されています。

苦情管理ソフトウェアには、顧客からの苦情やフィードバックを記録、処理、対処、分析するために設計されたデジタルツールやシステムが含まれます。その範囲には、問題の追跡、コミュニケーションの促進、対応の自動化、顧客感情の洞察の生成などの機能が含まれます。このようなシステムの必要性は、競争市場においてブランドの評判と維持に不可欠な、顧客体験と満足度への注目が高まっていることに起因しています。アプリケーションは、小売、ヘルスケア、銀行、通信などさまざまな分野に広がっており、顧客からの苦情を効率的に管理することで、ビジネスの成果に大きな影響を与えることができます。エンドユーザーは中小企業から大企業まで幅広く、それぞれが業務効率の向上と強固な顧客関係の維持を追求しています。

市場の詳細な洞察により、顧客からのフィードバックを可視化するソーシャルメディアの台頭など、重要な成長要因が明らかになった。さらに、金融やヘルスケアなどの分野における規制要件では、苦情の正確な文書化と迅速な解決が求められています。AI主導の分析と機械学習を統合して苦情動向を予測し、反復作業を自動化することで、人件費と納期を最適化する機会は豊富にあります。しかし、導入コストが高く、既存のカスタマーサービス・インフラとの統合に課題があるなど、限界もあります。さらに、データのプライバシーに関する懸念や、マルチチャネルでの苦情対応の複雑さが大きな課題となっています。

この分野でのイノベーションは、よりパーソナライズされた顧客対応ツールの開発とデータ・セキュリティ対策の強化に重点を置くことができ、これにより一般的な市場ニーズに対応することができます。音声認識と感情分析を統合することで、リアルタイムの苦情解決を大幅に改善できます。市場の性質はSaaSベースの展開へと着実にシフトしており、企業は継続的に適応し、革新することが極めて重要になっています。企業は、拡張性と費用対効果を実現するために、クラウドベースのソリューションを検討すべきです。使いやすさとシームレスな統合機能を重視することで、市場浸透の新たな道が開けると思われます。情勢が進化する中、新たなテクノロジーや顧客の期待に対応し続けることが、持続的な成長にとって極めて重要になります。

市場力学：急速に進化する苦情管理ソフトウェア市場の主要市場インサイトを公開

苦情管理ソフトウェア市場は、需要と供給のダイナミックな相互作用によって変貌を遂げています。このような市場力学の進化を理解することで、企業は十分な情報に基づいた投資決定、戦略的意思決定、新たなビジネスチャンスの獲得を行うことができます。こうした動向を包括的に把握することで、企業は政治的、地理的、技術的、社会的、経済的な領域にわたる様々なリスクを軽減することができるとともに、消費者行動とそれが製造コストや購買動向に与える影響についてより明確に理解することができます。

• 市場促進要因
  • 苦情追跡の紙からデジタルシステムへの移行
  • 自動化されたワークフローをリードする国際ビジネスの成長
  • ICT支出の増加と顧客からの苦情件数の増加
• 市場抑制要因
  • 処理に必要な顧客情報の不足
• 市場機会
  • 必須データを含む苦情管理ソフトウェアの開発
  • 医療機器業界での採用の可能性
• 市場の課題
  • 標準化された手順の欠如

ポーターの5つの力：苦情管理ソフトウェア市場をナビゲートする戦略ツール

ポーターの5つの力フレームワークは、市場情勢の競合情勢を理解するための重要なツールです。ポーターのファイブフォース・フレームワークは、企業の競争力を評価し、戦略的機会を探るための明確な手法を提供します。このフレームワークは、企業が市場内の勢力図を評価し、新規事業の収益性を判断するのに役立ちます。これらの洞察により、企業は自社の強みを活かし、弱みに対処し、潜在的な課題を回避することができ、より強靭な市場でのポジショニングを確保することができます。

PESTLE分析：苦情管理ソフトウェア市場における外部からの影響の把握

外部マクロ環境要因は、苦情管理ソフトウェア市場の業績ダイナミクスを形成する上で極めて重要な役割を果たします。政治的、経済的、社会的、技術的、法的、環境的要因の分析は、これらの影響をナビゲートするために必要な情報を提供します。PESTLE要因を調査することで、企業は潜在的なリスクと機会をよりよく理解することができます。この分析により、企業は規制、消費者の嗜好、経済動向の変化を予測し、先を見越した積極的な意思決定を行う準備ができます。

市場シェア分析苦情管理ソフトウェア市場における競合情勢の把握

苦情管理ソフトウェア市場の詳細な市場シェア分析により、ベンダーの業績を包括的に評価することができます。企業は、収益、顧客ベース、成長率などの主要指標を比較することで、競争上のポジショニングを明らかにすることができます。この分析により、市場の集中、断片化、統合の動向が明らかになり、ベンダーは競争が激化する中で自社の地位を高める戦略的意思決定を行うために必要な知見を得ることができます。

FPNVポジショニング・マトリックス苦情管理ソフトウェア市場におけるベンダーのパフォーマンス評価

FPNVポジショニングマトリックスは、苦情管理ソフトウェア市場においてベンダーを評価するための重要なツールです。このマトリックスにより、ビジネス組織はベンダーのビジネス戦略と製品満足度に基づき評価することで、目標に沿った十分な情報に基づいた意思決定を行うことができます。4つの象限によってベンダーを明確かつ正確にセグメント化し、戦略目標に最適なパートナーやソリューションを特定することができます。

戦略分析と推奨苦情管理ソフトウェア市場における成功への道筋を描く

苦情管理ソフトウェア市場の戦略分析は、世界市場でのプレゼンス強化を目指す企業にとって不可欠です。主要なリソース、能力、業績指標を検討することで、企業は成長機会を特定し、改善に取り組むことができます。このアプローチにより、競合情勢における課題を克服し、新たなビジネスチャンスを活かして長期的な成功を収めるための体制を整えることができます。

本レポートでは、主要な注目分野を網羅した市場の包括的な分析を提供しています：

1.市場の浸透度：現在の市場環境の詳細なレビュー、主要企業による広範なデータ、市場でのリーチと全体的な影響力の評価。

2.市場の開拓度：新興市場における成長機会を特定し、既存分野における拡大可能性を評価し、将来の成長に向けた戦略的ロードマップを提供します。

3.市場の多様化：最近の製品発売、未開拓の地域、業界の主要な進歩、市場を形成する戦略的投資を分析します。

4.競合の評価と情報：競合情勢を徹底的に分析し、市場シェア、事業戦略、製品ポートフォリオ、認証、規制当局の承認、特許動向、主要企業の技術進歩などを検証します。

5.製品開発およびイノベーション：将来の市場成長を促進すると期待される最先端技術、研究開発活動、製品イノベーションをハイライトしています。

また、利害関係者が十分な情報を得た上で意思決定できるよう、重要な質問にも答えています：

1.現在の市場規模と今後の成長予測は？

2.最高の投資機会を提供する製品、セグメント、地域はどこか？

3.市場を形成する主な技術動向と規制の影響とは？

4.主要ベンダーの市場シェアと競合ポジションは？

5.ベンダーの市場参入・撤退戦略の原動力となる収益源と戦略的機会は何か？

目次

第1章 序文

第2章 調査手法

第3章 エグゼクティブサマリー

第4章 市場の概要

第5章 市場洞察

• 市場力学
  • 促進要因
    • 苦情追跡を紙からデジタルシステムに移行する
    • 自動化されたワークフローをリードする成長する国際ビジネス
    • ICT支出の増加と顧客からの苦情の増加
  • 抑制要因
    • 処理する顧客情報が不十分です
  • 機会
    • 必須データを使用して苦情管理ソフトウェアを開発する
    • 医療機器業界での採用の可能性
  • 課題
    • 標準化された手順の欠如
• 市場セグメンテーション分析
• ポーターのファイブフォース分析
• PESTEL分析
  • 政治的
  • 経済
  • 社交
  • 技術的
  • 法律上
  • 環境

第6章 苦情管理ソフトウェア市場：展開別

• クラウド上
• オンプレミス

第7章 苦情管理ソフトウェア市場：業界別

• 航空宇宙および防衛
• 自動車・輸送
• ビジネスと金融
• 化学品・材料
• 消費財・小売
• エネルギーと天然資源
• 飲食品
• 政府および公共部門
• ヘルスケアとライフサイエンス
• 製造・建設
• 医薬品
• 通信とコンピューティング

第8章 南北アメリカの苦情管理ソフトウェア市場

• アルゼンチン
• ブラジル
• カナダ
• メキシコ
• 米国

第9章 アジア太平洋地域の苦情管理ソフトウェア市場

• オーストラリア
• 中国
• インド
• インドネシア
• 日本
• マレーシア
• フィリピン
• シンガポール
• 韓国
• 台湾
• タイ
• ベトナム

第10章 欧州・中東・アフリカの苦情管理ソフトウェア市場

• デンマーク
• エジプト
• フィンランド
• フランス
• ドイツ
• イスラエル
• イタリア
• オランダ
• ナイジェリア
• ノルウェー
• ポーランド
• カタール
• ロシア
• サウジアラビア
• 南アフリカ
• スペイン
• スウェーデン
• スイス
• トルコ
• アラブ首長国連邦
• 英国

第11章 競合情勢

• 市場シェア分析2023
• FPNVポジショニングマトリックス, 2023
• 競合シナリオ分析
• 戦略分析と提言

企業一覧

• AssurX Inc.
• Atlassian Pty Ltd.
• Bitrix24, Inc
• Freshworks Inc.
• Gorgias Inc
• HappyFox Inc.
• Intelex Technologies Inc.
• MasterControl, Inc.
• Oracle Corporation
• Quantivate LLC
• Salesforce.com, Inc
• Sword GRC Group Limited
• TurnFriendly Software GmbH
• Wowdesk, LLP
• Zendesk, Inc

LIST OF FIGURES

• FIGURE 1. COMPLAINT MANAGEMENT SOFTWARE MARKET RESEARCH PROCESS
• FIGURE 2. COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, 2023 VS 2030
• FIGURE 3. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, 2018-2030 (USD MILLION)
• FIGURE 4. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY REGION, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 5. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 6. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2023 VS 2030 (%)
• FIGURE 7. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 8. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2023 VS 2030 (%)
• FIGURE 9. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 10. AMERICAS COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2023 VS 2030 (%)
• FIGURE 11. AMERICAS COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 12. UNITED STATES COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY STATE, 2023 VS 2030 (%)
• FIGURE 13. UNITED STATES COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY STATE, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 14. ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2023 VS 2030 (%)
• FIGURE 15. ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 16. EUROPE, MIDDLE EAST & AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2023 VS 2030 (%)
• FIGURE 17. EUROPE, MIDDLE EAST & AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 18. COMPLAINT MANAGEMENT SOFTWARE MARKET SHARE, BY KEY PLAYER, 2023
• FIGURE 19. COMPLAINT MANAGEMENT SOFTWARE MARKET, FPNV POSITIONING MATRIX, 2023

LIST OF TABLES

• TABLE 1. COMPLAINT MANAGEMENT SOFTWARE MARKET SEGMENTATION & COVERAGE
• TABLE 2. UNITED STATES DOLLAR EXCHANGE RATE, 2018-2023
• TABLE 3. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, 2018-2030 (USD MILLION)
• TABLE 4. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY REGION, 2018-2030 (USD MILLION)
• TABLE 5. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2018-2030 (USD MILLION)
• TABLE 6. COMPLAINT MANAGEMENT SOFTWARE MARKET DYNAMICS
• TABLE 7. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 8. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY ON-CLOUD, BY REGION, 2018-2030 (USD MILLION)
• TABLE 9. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY ON-PREMISE, BY REGION, 2018-2030 (USD MILLION)
• TABLE 10. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 11. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY AEROSPACE & DEFENSE, BY REGION, 2018-2030 (USD MILLION)
• TABLE 12. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY AUTOMOTIVE & TRANSPORT, BY REGION, 2018-2030 (USD MILLION)
• TABLE 13. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY BUSINESS & FINANCE, BY REGION, 2018-2030 (USD MILLION)
• TABLE 14. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY CHEMICALS & MATERIALS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 15. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY CONSUMER GOODS & RETAIL, BY REGION, 2018-2030 (USD MILLION)
• TABLE 16. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY ENERGY & NATURAL RESOURCES, BY REGION, 2018-2030 (USD MILLION)
• TABLE 17. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY FOOD & BEVERAGE, BY REGION, 2018-2030 (USD MILLION)
• TABLE 18. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY GOVERNMENT & PUBLIC SECTOR, BY REGION, 2018-2030 (USD MILLION)
• TABLE 19. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY HEALTHCARE & LIFE SCIENCES, BY REGION, 2018-2030 (USD MILLION)
• TABLE 20. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY MANUFACTURING & CONSTRUCTION, BY REGION, 2018-2030 (USD MILLION)
• TABLE 21. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY PHARMACEUTICALS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 22. GLOBAL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY TELECOMMUNICATIONS & COMPUTING, BY REGION, 2018-2030 (USD MILLION)
• TABLE 23. AMERICAS COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 24. AMERICAS COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 25. AMERICAS COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2018-2030 (USD MILLION)
• TABLE 26. ARGENTINA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 27. ARGENTINA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 28. BRAZIL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 29. BRAZIL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 30. CANADA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 31. CANADA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 32. MEXICO COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 33. MEXICO COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 34. UNITED STATES COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 35. UNITED STATES COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 36. UNITED STATES COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY STATE, 2018-2030 (USD MILLION)
• TABLE 37. ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 38. ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 39. ASIA-PACIFIC COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2018-2030 (USD MILLION)
• TABLE 40. AUSTRALIA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 41. AUSTRALIA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 42. CHINA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 43. CHINA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 44. INDIA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 45. INDIA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 46. INDONESIA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 47. INDONESIA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 48. JAPAN COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 49. JAPAN COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 50. MALAYSIA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 51. MALAYSIA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 52. PHILIPPINES COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 53. PHILIPPINES COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 54. SINGAPORE COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 55. SINGAPORE COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 56. SOUTH KOREA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 57. SOUTH KOREA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 58. TAIWAN COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 59. TAIWAN COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 60. THAILAND COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 61. THAILAND COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 62. VIETNAM COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 63. VIETNAM COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 64. EUROPE, MIDDLE EAST & AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 65. EUROPE, MIDDLE EAST & AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 66. EUROPE, MIDDLE EAST & AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY COUNTRY, 2018-2030 (USD MILLION)
• TABLE 67. DENMARK COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 68. DENMARK COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 69. EGYPT COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 70. EGYPT COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 71. FINLAND COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 72. FINLAND COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 73. FRANCE COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 74. FRANCE COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 75. GERMANY COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 76. GERMANY COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 77. ISRAEL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 78. ISRAEL COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 79. ITALY COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 80. ITALY COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 81. NETHERLANDS COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 82. NETHERLANDS COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 83. NIGERIA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 84. NIGERIA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 85. NORWAY COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 86. NORWAY COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 87. POLAND COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 88. POLAND COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 89. QATAR COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 90. QATAR COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 91. RUSSIA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 92. RUSSIA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 93. SAUDI ARABIA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 94. SAUDI ARABIA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 95. SOUTH AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 96. SOUTH AFRICA COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 97. SPAIN COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 98. SPAIN COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 99. SWEDEN COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 100. SWEDEN COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 101. SWITZERLAND COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 102. SWITZERLAND COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 103. TURKEY COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 104. TURKEY COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 105. UNITED ARAB EMIRATES COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 106. UNITED ARAB EMIRATES COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 107. UNITED KINGDOM COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 108. UNITED KINGDOM COMPLAINT MANAGEMENT SOFTWARE MARKET SIZE, BY INDUSTRY, 2018-2030 (USD MILLION)
• TABLE 109. COMPLAINT MANAGEMENT SOFTWARE MARKET SHARE, BY KEY PLAYER, 2023
• TABLE 110. COMPLAINT MANAGEMENT SOFTWARE MARKET, FPNV POSITIONING MATRIX, 2023

The Complaint Management Software Market was valued at USD 2.16 billion in 2023, expected to reach USD 2.38 billion in 2024, and is projected to grow at a CAGR of 10.19%, to USD 4.26 billion by 2030.

Complaint Management Software encompasses digital tools and systems designed to log, process, address, and analyze customer complaints and feedback. Its scope includes functionalities for tracking issues, facilitating communication, automating responses, and generating insights into customer sentiments. The necessity for these systems stems from an increasing focus on customer experience and satisfaction, which are critical for brand reputation and retention in competitive markets. Applications spread across various sectors such as retail, healthcare, banking, and telecommunications, where managing customer grievances efficiently can significantly impact business outcomes. End-users range from small businesses to large enterprises, each seeking to enhance operational efficiency and uphold strong customer relations.

In-depth market insights reveal vital growth factors including the rise of social media, which amplifies the visibility of customer feedback, therefore pressuring companies to adopt robust complaint management strategies. Moreover, regulatory requirements in sectors like finance and healthcare necessitate accurate documentation and quick resolution of complaints. Opportunities abound in integrating AI-driven analytics and machine learning to predict complaint trends and automate repetitive tasks, thus optimizing labor costs and turnaround times. However, limitations include the high costs of implementation and integration challenges with existing customer service infrastructures. Additionally, data privacy concerns and the complexity of handling multi-channel complaints pose significant challenges.

Innovations in this domain could focus on developing more personalized customer interaction tools and enhancing data security measures, thus addressing prevalent market needs. The integration of voice recognition and sentiment analysis can substantially improve real-time complaint resolution. The nature of the market is steadily shifting towards SaaS-based deployments, making it crucial for businesses to adapt and innovate continuously. Companies should consider cloud-based solutions to achieve scalability and cost-effectiveness. Emphasizing ease-of-use and seamless integration capabilities will open new avenues for market penetration. As the landscape evolves, staying attuned to emerging technologies and customer expectations will be pivotal for sustained growth.

Market Dynamics: Unveiling Key Market Insights in the Rapidly Evolving Complaint Management Software Market

The Complaint Management Software Market is undergoing transformative changes driven by a dynamic interplay of supply and demand factors. Understanding these evolving market dynamics prepares business organizations to make informed investment decisions, refine strategic decisions, and seize new opportunities. By gaining a comprehensive view of these trends, business organizations can mitigate various risks across political, geographic, technical, social, and economic domains while also gaining a clearer understanding of consumer behavior and its impact on manufacturing costs and purchasing trends.

• Market Drivers
  • Shifting of complaint tracking from paper to digital systems
  • Growing international businesses leading automated workflow
  • Increasing ICT spending and a growing number of customer complaints
• Market Restraints
  • Insuffcicient customer information to process
• Market Opportunities
  • Develop complaint management software with mandatory data
  • Potential adoption in the medical devices industry
• Market Challenges
  • Lack of standardized procedures

Porter's Five Forces: A Strategic Tool for Navigating the Complaint Management Software Market

Porter's five forces framework is a critical tool for understanding the competitive landscape of the Complaint Management Software Market. It offers business organizations with a clear methodology for evaluating their competitive positioning and exploring strategic opportunities. This framework helps businesses assess the power dynamics within the market and determine the profitability of new ventures. With these insights, business organizations can leverage their strengths, address weaknesses, and avoid potential challenges, ensuring a more resilient market positioning.

PESTLE Analysis: Navigating External Influences in the Complaint Management Software Market

External macro-environmental factors play a pivotal role in shaping the performance dynamics of the Complaint Management Software Market. Political, Economic, Social, Technological, Legal, and Environmental factors analysis provides the necessary information to navigate these influences. By examining PESTLE factors, businesses can better understand potential risks and opportunities. This analysis enables business organizations to anticipate changes in regulations, consumer preferences, and economic trends, ensuring they are prepared to make proactive, forward-thinking decisions.

Market Share Analysis: Understanding the Competitive Landscape in the Complaint Management Software Market

A detailed market share analysis in the Complaint Management Software Market provides a comprehensive assessment of vendors' performance. Companies can identify their competitive positioning by comparing key metrics, including revenue, customer base, and growth rates. This analysis highlights market concentration, fragmentation, and trends in consolidation, offering vendors the insights required to make strategic decisions that enhance their position in an increasingly competitive landscape.

FPNV Positioning Matrix: Evaluating Vendors' Performance in the Complaint Management Software Market

The Forefront, Pathfinder, Niche, Vital (FPNV) Positioning Matrix is a critical tool for evaluating vendors within the Complaint Management Software Market. This matrix enables business organizations to make well-informed decisions that align with their goals by assessing vendors based on their business strategy and product satisfaction. The four quadrants provide a clear and precise segmentation of vendors, helping users identify the right partners and solutions that best fit their strategic objectives.

Strategy Analysis & Recommendation: Charting a Path to Success in the Complaint Management Software Market

A strategic analysis of the Complaint Management Software Market is essential for businesses looking to strengthen their global market presence. By reviewing key resources, capabilities, and performance indicators, business organizations can identify growth opportunities and work toward improvement. This approach helps businesses navigate challenges in the competitive landscape and ensures they are well-positioned to capitalize on newer opportunities and drive long-term success.

Key Company Profiles

The report delves into recent significant developments in the Complaint Management Software Market, highlighting leading vendors and their innovative profiles. These include AssurX Inc., Atlassian Pty Ltd., Bitrix24, Inc, Freshworks Inc., Gorgias Inc, HappyFox Inc., Intelex Technologies Inc., MasterControl, Inc., Oracle Corporation, Quantivate LLC, Salesforce.com, Inc, Sword GRC Group Limited, TurnFriendly Software GmbH, Wowdesk, LLP, and Zendesk, Inc.

Market Segmentation & Coverage

This research report categorizes the Complaint Management Software Market to forecast the revenues and analyze trends in each of the following sub-markets:

• Based on Deployment, market is studied across On-Cloud and On-Premise.
• Based on Industry, market is studied across Aerospace & Defense, Automotive & Transport, Business & Finance, Chemicals & Materials, Consumer Goods & Retail, Energy & Natural Resources, Food & Beverage, Government & Public Sector, Healthcare & Life Sciences, Manufacturing & Construction, Pharmaceuticals, and Telecommunications & Computing.
• Based on Region, market is studied across Americas, Asia-Pacific, and Europe, Middle East & Africa. The Americas is further studied across Argentina, Brazil, Canada, Mexico, and United States. The United States is further studied across California, Florida, Illinois, New York, Ohio, Pennsylvania, and Texas. The Asia-Pacific is further studied across Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam. The Europe, Middle East & Africa is further studied across Denmark, Egypt, Finland, France, Germany, Israel, Italy, Netherlands, Nigeria, Norway, Poland, Qatar, Russia, Saudi Arabia, South Africa, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, and United Kingdom.

The report offers a comprehensive analysis of the market, covering key focus areas:

1. Market Penetration: A detailed review of the current market environment, including extensive data from top industry players, evaluating their market reach and overall influence.

2. Market Development: Identifies growth opportunities in emerging markets and assesses expansion potential in established sectors, providing a strategic roadmap for future growth.

3. Market Diversification: Analyzes recent product launches, untapped geographic regions, major industry advancements, and strategic investments reshaping the market.

4. Competitive Assessment & Intelligence: Provides a thorough analysis of the competitive landscape, examining market share, business strategies, product portfolios, certifications, regulatory approvals, patent trends, and technological advancements of key players.

5. Product Development & Innovation: Highlights cutting-edge technologies, R&D activities, and product innovations expected to drive future market growth.

The report also answers critical questions to aid stakeholders in making informed decisions:

1. What is the current market size, and what is the forecasted growth?

2. Which products, segments, and regions offer the best investment opportunities?

3. What are the key technology trends and regulatory influences shaping the market?

4. How do leading vendors rank in terms of market share and competitive positioning?

5. What revenue sources and strategic opportunities drive vendors' market entry or exit strategies?

Table of Contents

1. Preface

• 1.1. Objectives of the Study
• 1.2. Market Segmentation & Coverage
• 1.3. Years Considered for the Study
• 1.4. Currency & Pricing
• 1.5. Language
• 1.6. Stakeholders

2. Research Methodology

• 2.1. Define: Research Objective
• 2.2. Determine: Research Design
• 2.3. Prepare: Research Instrument
• 2.4. Collect: Data Source
• 2.5. Analyze: Data Interpretation
• 2.6. Formulate: Data Verification
• 2.7. Publish: Research Report
• 2.8. Repeat: Report Update

3. Executive Summary

4. Market Overview

5. Market Insights

• 5.1. Market Dynamics
  • 5.1.1. Drivers
    • 5.1.1.1. Shifting of complaint tracking from paper to digital systems
    • 5.1.1.2. Growing international businesses leading automated workflow
    • 5.1.1.3. Increasing ICT spending and a growing number of customer complaints
  • 5.1.2. Restraints
    • 5.1.2.1. Insuffcicient customer information to process
  • 5.1.3. Opportunities
    • 5.1.3.1. Develop complaint management software with mandatory data
    • 5.1.3.2. Potential adoption in the medical devices industry
  • 5.1.4. Challenges
    • 5.1.4.1. Lack of standardized procedures
• 5.2. Market Segmentation Analysis
• 5.3. Porter's Five Forces Analysis
  • 5.3.1. Threat of New Entrants
  • 5.3.2. Threat of Substitutes
  • 5.3.3. Bargaining Power of Customers
  • 5.3.4. Bargaining Power of Suppliers
  • 5.3.5. Industry Rivalry
• 5.4. PESTLE Analysis
  • 5.4.1. Political
  • 5.4.2. Economic
  • 5.4.3. Social
  • 5.4.4. Technological
  • 5.4.5. Legal
  • 5.4.6. Environmental

6. Complaint Management Software Market, by Deployment

• 6.1. Introduction
• 6.2. On-Cloud
• 6.3. On-Premise

7. Complaint Management Software Market, by Industry

• 7.1. Introduction
• 7.2. Aerospace & Defense
• 7.3. Automotive & Transport
• 7.4. Business & Finance
• 7.5. Chemicals & Materials
• 7.6. Consumer Goods & Retail
• 7.7. Energy & Natural Resources
• 7.8. Food & Beverage
• 7.9. Government & Public Sector
• 7.10. Healthcare & Life Sciences
• 7.11. Manufacturing & Construction
• 7.12. Pharmaceuticals
• 7.13. Telecommunications & Computing

8. Americas Complaint Management Software Market

• 8.1. Introduction
• 8.2. Argentina
• 8.3. Brazil
• 8.4. Canada
• 8.5. Mexico
• 8.6. United States

9. Asia-Pacific Complaint Management Software Market

• 9.1. Introduction
• 9.2. Australia
• 9.3. China
• 9.4. India
• 9.5. Indonesia
• 9.6. Japan
• 9.7. Malaysia
• 9.8. Philippines
• 9.9. Singapore
• 9.10. South Korea
• 9.11. Taiwan
• 9.12. Thailand
• 9.13. Vietnam

10. Europe, Middle East & Africa Complaint Management Software Market

• 10.1. Introduction
• 10.2. Denmark
• 10.3. Egypt
• 10.4. Finland
• 10.5. France
• 10.6. Germany
• 10.7. Israel
• 10.8. Italy
• 10.9. Netherlands
• 10.10. Nigeria
• 10.11. Norway
• 10.12. Poland
• 10.13. Qatar
• 10.14. Russia
• 10.15. Saudi Arabia
• 10.16. South Africa
• 10.17. Spain
• 10.18. Sweden
• 10.19. Switzerland
• 10.20. Turkey
• 10.21. United Arab Emirates
• 10.22. United Kingdom

11. Competitive Landscape

• 11.1. Market Share Analysis, 2023
• 11.2. FPNV Positioning Matrix, 2023
• 11.3. Competitive Scenario Analysis
• 11.4. Strategy Analysis & Recommendation

Companies Mentioned

• 1. AssurX Inc.
• 2. Atlassian Pty Ltd.
• 3. Bitrix24, Inc
• 4. Freshworks Inc.
• 5. Gorgias Inc
• 6. HappyFox Inc.
• 7. Intelex Technologies Inc.
• 8. MasterControl, Inc.
• 9. Oracle Corporation
• 10. Quantivate LLC
• 11. Salesforce.com, Inc
• 12. Sword GRC Group Limited
• 13. TurnFriendly Software GmbH
• 14. Wowdesk, LLP
• 15. Zendesk, Inc