2026 Global: Complaint Management Software Market-Competitive Review (2032) report
Description
The 2026 Global: Complaint Management Software Market-Competitive Review (2031) report features the global market size and projected growth/decline data for the period 2021 through 2032. The report primarily provides an examination of the business strategies for the ten largest global companies in the market and how their strategies differ.
Perry/Hope Partners' reports provide the most accurate industry forecasts based on our proprietary economic models. Our forecasts project the product market size nationally and by regions for 2021 to 2032 using regression analysis in our modeling. and Perry/Hope is the only market research publisher that utilizes both longitudinal (historical) and vertical (from market section to market division to market class) analysis, since we study every manufactured product in the countries we analyze. The report also provides written analysis on the market definition, market segments, and SWOT analysis (market strengths, weaknesses, opportunities, and threats).
The market study aims at estimating the market size and the growth potential of this market. Topics analyzed within the report include a detailed breakdown of the global markets for complaint management software market by geography and historical trend. The scope of the report extends to sizing of the complaint management software market market and global market trends with market data for 2024 as the base year, 2025 and 2026 as the estimate years with projection of CAGR from 2027 to 2032.
The report also features a list of the top ten largest global players in the market. A review of each company includes 1) an estimate of the market share, 2) a listing of the products and/or services in the market, and 3) the features of these products and/or services in the market. The report has a chapter on Comparative Business Strategies for the largest four players. An example of the Comparative Business Strategies analysis would be -- How does Netflix's business strategy to expand its market share in the global online streaming compare to Amazon Prime's business strategy through its video products and services?
The ten market players in this report and a brief synopsis of their participation in the market are:
Zendesk, Salesforce Service Cloud, Freshdesk (Freshworks), Zoho Desk, Qualtrics XM, ServiceNow, Apptivo, LiveAgent, HappyFox, and QT9 QMS are among the ten major companies offering complaint management software, each emphasizing multi‑channel intake, workflow automation, analytics, and integration capabilities. Zendesk is widely adopted for scalable ticketing, omnichannel routing, AI assistance, and an extensive app ecosystem that supports complex complaint lifecycles for organizations of all sizes. Salesforce Service Cloud leverages its CRM backbone and Einstein AI to provide case tracking, automated escalation, and deep customer context, making it a common choice for enterprises that require tight CRM–service integration and advanced reporting. Freshdesk (Freshworks) combines cloud-based helpdesk functionality with AI-driven triage, collaboration tools, self‑service portals, and mobile support designed to shorten response times and centralize complaints from email, chat, social, and phone channels. Zoho Desk delivers context-aware ticketing, workflow automation, multi‑brand handling, and native integration with the Zoho ecosystem, offering a cost‑effective path to omnichannel complaint management for midmarket customers.
Qualtrics XM focuses on experience management and CX analytics, ingesting complaint and feedback signals to drive root‑cause analysis, closed‑loop workflows, and prioritized corrective actions for organizations prioritizing CX measurement and improvement. ServiceNow positions its ITSM and Customer Service Management solutions to manage complaints that intersect with IT and enterprise workflows, providing configurable processes, SLA enforcement, and integration with asset and incident management for complex operational environments. Apptivo provides modular helpdesk and CRM features for complaint assignment, tracking, and analytics targeted at small to mid‑sized businesses seeking flexible pricing and straightforward configuration. LiveAgent emphasizes a chat‑first, real‑time complaint handling approach with a unified inbox for email, chat, social, and telephony channels, aiming to reduce resolution times through instant engagement and robust ticket routing. HappyFox offers streamlined ticket management, insightful reporting, automation rules, and prioritized routing that help small and mid‑size support teams identify complaint trends and measure agent performance efficiently. QT9 QMS approaches complaint management from a quality and compliance angle, embedding CAPA (corrective and preventive action) workflows, document control, and audit trails suitable for regulated industries that require traceability from intake through resolution.
Together these vendors reflect two complementary market approaches: broad omnichannel helpdesk platforms optimized for scale and speed (Zendesk, Salesforce, Freshdesk, Zoho, ServiceNow, LiveAgent), and more specialized systems that emphasize experience analytics, quality management, or highly configurable midmarket solutions (Qualtrics XM, QT9 QMS, Apptivo, HappyFox). Common differentiators across the ten include AI‑assisted triage and response, SLA and escalation automation, integration with CRM/ERP systems, role‑based workflows, and reporting/analytics to surface complaint trends and drive continuous improvement. Pricing and target customers vary from free or low‑cost tiers for small teams to enterprise licensing with bespoke deployment and compliance features for regulated sectors, so selection typically depends on organizational scale, required integrations, and the importance of regulatory traceability versus rapid customer‑facing response.
Perry/Hope Partners' reports provide the most accurate industry forecasts based on our proprietary economic models. Our forecasts project the product market size nationally and by regions for 2021 to 2032 using regression analysis in our modeling. and Perry/Hope is the only market research publisher that utilizes both longitudinal (historical) and vertical (from market section to market division to market class) analysis, since we study every manufactured product in the countries we analyze. The report also provides written analysis on the market definition, market segments, and SWOT analysis (market strengths, weaknesses, opportunities, and threats).
The market study aims at estimating the market size and the growth potential of this market. Topics analyzed within the report include a detailed breakdown of the global markets for complaint management software market by geography and historical trend. The scope of the report extends to sizing of the complaint management software market market and global market trends with market data for 2024 as the base year, 2025 and 2026 as the estimate years with projection of CAGR from 2027 to 2032.
The report also features a list of the top ten largest global players in the market. A review of each company includes 1) an estimate of the market share, 2) a listing of the products and/or services in the market, and 3) the features of these products and/or services in the market. The report has a chapter on Comparative Business Strategies for the largest four players. An example of the Comparative Business Strategies analysis would be -- How does Netflix's business strategy to expand its market share in the global online streaming compare to Amazon Prime's business strategy through its video products and services?
The ten market players in this report and a brief synopsis of their participation in the market are:
Zendesk, Salesforce Service Cloud, Freshdesk (Freshworks), Zoho Desk, Qualtrics XM, ServiceNow, Apptivo, LiveAgent, HappyFox, and QT9 QMS are among the ten major companies offering complaint management software, each emphasizing multi‑channel intake, workflow automation, analytics, and integration capabilities. Zendesk is widely adopted for scalable ticketing, omnichannel routing, AI assistance, and an extensive app ecosystem that supports complex complaint lifecycles for organizations of all sizes. Salesforce Service Cloud leverages its CRM backbone and Einstein AI to provide case tracking, automated escalation, and deep customer context, making it a common choice for enterprises that require tight CRM–service integration and advanced reporting. Freshdesk (Freshworks) combines cloud-based helpdesk functionality with AI-driven triage, collaboration tools, self‑service portals, and mobile support designed to shorten response times and centralize complaints from email, chat, social, and phone channels. Zoho Desk delivers context-aware ticketing, workflow automation, multi‑brand handling, and native integration with the Zoho ecosystem, offering a cost‑effective path to omnichannel complaint management for midmarket customers.
Qualtrics XM focuses on experience management and CX analytics, ingesting complaint and feedback signals to drive root‑cause analysis, closed‑loop workflows, and prioritized corrective actions for organizations prioritizing CX measurement and improvement. ServiceNow positions its ITSM and Customer Service Management solutions to manage complaints that intersect with IT and enterprise workflows, providing configurable processes, SLA enforcement, and integration with asset and incident management for complex operational environments. Apptivo provides modular helpdesk and CRM features for complaint assignment, tracking, and analytics targeted at small to mid‑sized businesses seeking flexible pricing and straightforward configuration. LiveAgent emphasizes a chat‑first, real‑time complaint handling approach with a unified inbox for email, chat, social, and telephony channels, aiming to reduce resolution times through instant engagement and robust ticket routing. HappyFox offers streamlined ticket management, insightful reporting, automation rules, and prioritized routing that help small and mid‑size support teams identify complaint trends and measure agent performance efficiently. QT9 QMS approaches complaint management from a quality and compliance angle, embedding CAPA (corrective and preventive action) workflows, document control, and audit trails suitable for regulated industries that require traceability from intake through resolution.
Together these vendors reflect two complementary market approaches: broad omnichannel helpdesk platforms optimized for scale and speed (Zendesk, Salesforce, Freshdesk, Zoho, ServiceNow, LiveAgent), and more specialized systems that emphasize experience analytics, quality management, or highly configurable midmarket solutions (Qualtrics XM, QT9 QMS, Apptivo, HappyFox). Common differentiators across the ten include AI‑assisted triage and response, SLA and escalation automation, integration with CRM/ERP systems, role‑based workflows, and reporting/analytics to surface complaint trends and drive continuous improvement. Pricing and target customers vary from free or low‑cost tiers for small teams to enterprise licensing with bespoke deployment and compliance features for regulated sectors, so selection typically depends on organizational scale, required integrations, and the importance of regulatory traceability versus rapid customer‑facing response.
Table of Contents
32 Pages
- 1.0 Scope of Report and Methodology
- 2.0 Market SWOT Analysis and Players
- 2.1 Market Definition
- 2.2 Market Segments
- 2.3 Market Strengths
- 2.4 Market Weaknesses
- 2.5 Market Threats
- 2.6 Market Opportunities
- 2.7 Major Players
- 3.0 Competitive Analysis
- 3.1 Market Player 1
- 3.2 Market Player 2
- 3.3 Market Player 3
- 3.4 Market Player 4
- 3.5 Market Player 5
- 3.6 Market Player 6
- 3.7 Market Player 7
- 3.8 Market Player 8
- 3.9 Market Player 9
- 3.10 Market Player 10
- 4.0 Comparative Business Strategies
- 4.1 Comparative Business Strategies of Player 1 and 2
- 4.2 Comparative Business Strategies of Player 1 and 3
- 4.3 Comparative Business Strategies of Player 1 and 4
- 4.4 Comparative Business Strategies of Player 2 and 3
- 4.5 Comparative Business Strategies of Player 2 and 4
- 4.6 Comparative Business Strategies of Player 3 and 4
- 5.0 Appendix
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