Market Overview

Global Complaint Management Software Market Outlook, 2026 - Immense Opportunities Stem from Integration of New Technologies such as AI, and NLP


DUBLIN, Feb. 27, 2020 /PRNewswire/ -- The "Complaint Management Software Market by Component Type Deployment and Industry Vertical: Global Opportunity Analysis and Industry Forecast, 2019-2026" report has been added to's offering.

Research and Markets Logo

According to the report, 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.

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,, Inc., Sparta Systems, Inc., Zendesk, Inc., and Zoho Corporation Pvt. Ltd.

Key Findings

  • 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.

Topics Covered

Chapter 1: Introduction

Chapter 2: Executive Summary

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
3.7. Market Dynamics
3.7.1. Drivers The Need to Protect Brand Reputation and Increase Customer Satisfaction Increase in Need of Automated Workflow and Streamline Complaint Management Operations Rise in Adoption of Customer-Centric Strategies and Increase in Awareness About the Benefits of Complaint Management Software
3.7.2. Restraints Insufficient Useful Data to Resolve Customer Complaints
3.7.3. Opportunity 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
4.3. Service

Chapter 5: Complaint Management Software Market, By Type
5.1. Overview
5.2. Integrated
5.3. Stand-Alone

Chapter 6: Complaint Management Software Market, By Deployment
6.1. Overview
6.2. On Premise
6.3. Cloud

Chapter 7: Complaint Management Software Market, By Industry Vertical
7.1. Overview
7.2. BFSI
7.3. Retail
7.4. Government & Public Sector
7.5. IT & Telecom
7.6. Hospitality
7.7. Healthcare
7.8. Others

Chapter 8: Complaint Management Software Market, By Region
8.1. Overview
8.2. North America
8.3. Europe
8.4. Asia-Pacific
8.5. LAMEA

Chapter 9: Competitive Landscape
9.1. Competitive Dashboard
9.2. Key Developments
9.3. Top Winning Strategies

Chapter 10: Company Profiles
10.1. Assurx Inc.
10.2. Equiniti
10.3. ETQ LLC
10.4. Freshworks Inc.
10.5. MasterControl Inc.
10.6. Oracle Corporation
10.7. Quantivate LLC
10.8. Inc.
10.9. Sparta Systems Inc.
10.10. Zendesk Inc.
10.11. Zoho Corporation Pvt. Ltd.

For more information about this report visit

Research and Markets also offers Custom Research services providing focused, comprehensive and tailored research.

Media Contact:

Research and Markets
Laura Wood, Senior Manager

For E.S.T Office Hours Call +1-917-300-0470
For U.S./CAN Toll Free Call +1-800-526-8630
For GMT Office Hours Call +353-1-416-8900

U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716

Cision View original content:

SOURCE Research and Markets

View Comments and Join the Discussion!
Don't Miss Any Updates!
News Directly in Your Inbox
Subscribe to:
Benzinga Premarket Activity
Get pre-market outlook, mid-day update and after-market roundup emails in your inbox.
Market in 5 Minutes
Everything you need to know about the market - quick & easy.
Daily Analyst Rating
A summary of each day’s top rating changes from sell-side analysts on the street.
Fintech Focus
A daily collection of all things fintech, interesting developments and market updates.
Thank You

Thank you for subscribing! If you have any questions feel free to call us at 1-877-440-ZING or email us at