Market Overview:
The global social media customer service software market is expected to grow at a CAGR of 16.5% during the forecast period from 2018 to 2030. The growth in this market can be attributed to the increasing demand for social media customer service software from SMEs and large enterprises across the globe. Additionally, the growing trend of cloud-based and SaaS-based social media customer service software is also contributing to the growth of this market. However, lack of awareness about social media customer service software among end users is restraining the growth of this market.
Product Definition:
Social media customer service software is a computer program used to manage customer interactions on social media platforms. It allows businesses to track and respond to comments and complaints from customers, as well as monitor feedback about their company. Social media customer service software is important for businesses because it helps them build relationships with customers, respond to complaints quickly, and improve their reputation online.
On-Premise:
On-premise software is a type of cloud computing that involves the use of dedicated hardware and software at the customer's end, which can be a PC or mobile device. The data used by on-premise solutions is stored locally and can be accessed using specific authorized devices. This solution offers benefits such as high security, easy retrieval, control over information flow between customers & employees and lower costs for large enterprises due to its scalability features.
Cloud-Based:
Cloud-based is a term used for software solutions that are hosted on the cloud. The cloud represents the virtual environment where applications and services run remotely from one or more server/servers. It provides shared resources, networked computing, and virtual storage to any application or service that requests it. In other words, it's an online service that allows users to access data or software using remote connections such as web browser interface without the need for installing additional systems on computers within organization premises.
Application Insights:
The large enterprise segment accounted for the largest revenue share of over 60% in 2017. The large enterprises usually have a dedicated Social Media team to manage and monitor their social media channels. They also have a separate group of employees who are responsible for handling customer queries on social media platforms. Thus, such companies prefer global social media customer service software as it helps them to efficiently handle support requests across different platforms without having to rely on internal resources or departments.
The SME segment is expected register the fastest CAGR over the forecast period owing to increasing penetration and usage of Social Media Platforms (SMP) by Small and Medium-sized Businesses (SMEs). SMEs use SaaS based services as they can be easily scalable depending upon the business requirement without having any technical knowledge or expertise about computer systems & internetworking.
Regional Analysis:
North America dominated the global market in 2017. The region is expected to retain its dominance over the forecast period as well. This can be attributed to increasing adoption of social media by enterprises for various purposes, such as customer support and business communication, thus resulting in increased demand for software that can help manage multiple platforms simultaneously.
Asia Pacific is anticipated to witness significant growth over the next eight years owing to rising internet penetration and increasing number of SMEs operating on social media platforms. Furthermore, growing use of smartphones and tablets coupled with rapid technological advancements are also contributing toward regional growth significantly. Moreover, an increase in travel activities due to a rise in disposable income will boost demand further across this region during the forecast period from 2018 to 2030 (see Figure 1).
The Middle East & Africa (MEA) region has witnessed tremendous growth on account of several factors including high usage rates on mobile phones coupled with internet connectivity along with rapidly evolving infrastructure facilities across countries such as Saudi Arabia.
Growth Factors:
- Increased demand for customer service software from small and medium businesses (SMBs) due to the growing popularity of social media platforms.
- The need for organizations to provide better customer service through social media channels in order to differentiate themselves from their competitors.
- The increasing number of social media users, which is driving the demand for social media customer service software solutions.
- The growing trend of using cloud-based solutions, which is benefiting the growth of the social media customer service software market as these solutions are easy to deploy and manage.
- The rising adoption of big data and analytics by organizations, which is helping them gain insights into customers’ behavior on social media channels and improve their overall customer experience
Scope Of The Report
Report Attributes
Report Details
Report Title
Social Media Customer Service Software Market Research Report
By Type
On-Premise, Cloud-Based, SaaS
By Application
SME (Small and Medium Enterprises), Large Enterprise
By Companies
Brand Embassy, Brand24, Conversocial, Coosto, Copiny, Desk.com Inc, Deskero, eGain, Engage, Freshdesk, Hootsuite, inSided, Interactions, Khoros Care, LogMeIn Inc, NapoleonCat, Sentiment, Sleek, Socialbakers, SoDash, Sparkcentral, Sprinklr, Sprout Social, ThoughtBuzz, Zoho
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
181
Number of Tables & Figures
127
Customization Available
Yes, the report can be customized as per your need.
Global Social Media Customer Service Software Market Report Segments:
The global Social Media Customer Service Software market is segmented on the basis of:
Types
On-Premise, Cloud-Based, SaaS
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
SME (Small and Medium Enterprises), Large Enterprise
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Brand Embassy
- Brand24
- Conversocial
- Coosto
- Copiny
- Desk.com Inc
- Deskero
- eGain
- Engage
- Freshdesk
- Hootsuite
- inSided
- Interactions
- Khoros Care
- LogMeIn Inc
- NapoleonCat
- Sentiment
- Sleek
- Socialbakers
- SoDash
- Sparkcentral
- Sprinklr
- Sprout Social
- ThoughtBuzz
- Zoho
Highlights of The Social Media Customer Service Software Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- On-Premise
- Cloud-Based
- SaaS
- By Application:
- SME (Small and Medium Enterprises)
- Large Enterprise
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Social Media Customer Service Software Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
How you may use our products:
- Correctly Positioning New Products
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8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Social media customer service software is a software application that helps businesses manage their social media accounts. It includes features such as scheduling posts, responding to comments, and tracking followers.
Some of the major companies in the social media customer service software market are Brand Embassy, Brand24, Conversocial, Coosto, Copiny, Desk.com Inc, Deskero, eGain, Engage, Freshdesk, Hootsuite, inSided, Interactions, Khoros Care, LogMeIn Inc, NapoleonCat, Sentiment, Sleek, Socialbakers, SoDash, Sparkcentral, Sprinklr, Sprout Social, ThoughtBuzz, Zoho.
The social media customer service software market is expected to grow at a compound annual growth rate of 16.5%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Social Media Customer Service Software Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Social Media Customer Service Software Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Social Media Customer Service Software Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Social Media Customer Service Software Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Social Media Customer Service Software Market Size & Forecast, 2018-2028
4.5.1 Social Media Customer Service Software Market Size and Y-o-Y Growth
4.5.2 Social Media Customer Service Software Market Absolute $ Opportunity
Chapter 5 Global Social Media Customer Service Software Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Social Media Customer Service Software Market Size Forecast by Type
5.2.1 On-Premise
5.2.2 Cloud-Based
5.2.3 SaaS
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Social Media Customer Service Software Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Social Media Customer Service Software Market Size Forecast by Applications
6.2.1 SME (Small and Medium Enterprises)
6.2.2 Large Enterprise
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Social Media Customer Service Software Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Social Media Customer Service Software Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Social Media Customer Service Software Analysis and Forecast
9.1 Introduction
9.2 North America Social Media Customer Service Software Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Social Media Customer Service Software Market Size Forecast by Type
9.6.1 On-Premise
9.6.2 Cloud-Based
9.6.3 SaaS
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Social Media Customer Service Software Market Size Forecast by Applications
9.10.1 SME (Small and Medium Enterprises)
9.10.2 Large Enterprise
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Social Media Customer Service Software Analysis and Forecast
10.1 Introduction
10.2 Europe Social Media Customer Service Software Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Social Media Customer Service Software Market Size Forecast by Type
10.6.1 On-Premise
10.6.2 Cloud-Based
10.6.3 SaaS
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Social Media Customer Service Software Market Size Forecast by Applications
10.10.1 SME (Small and Medium Enterprises)
10.10.2 Large Enterprise
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Social Media Customer Service Software Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Social Media Customer Service Software Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Social Media Customer Service Software Market Size Forecast by Type
11.6.1 On-Premise
11.6.2 Cloud-Based
11.6.3 SaaS
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Social Media Customer Service Software Market Size Forecast by Applications
11.10.1 SME (Small and Medium Enterprises)
11.10.2 Large Enterprise
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Social Media Customer Service Software Analysis and Forecast
12.1 Introduction
12.2 Latin America Social Media Customer Service Software Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Social Media Customer Service Software Market Size Forecast by Type
12.6.1 On-Premise
12.6.2 Cloud-Based
12.6.3 SaaS
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Social Media Customer Service Software Market Size Forecast by Applications
12.10.1 SME (Small and Medium Enterprises)
12.10.2 Large Enterprise
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Social Media Customer Service Software Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Social Media Customer Service Software Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Social Media Customer Service Software Market Size Forecast by Type
13.6.1 On-Premise
13.6.2 Cloud-Based
13.6.3 SaaS
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Social Media Customer Service Software Market Size Forecast by Applications
13.10.1 SME (Small and Medium Enterprises)
13.10.2 Large Enterprise
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Social Media Customer Service Software Market: Competitive Dashboard
14.2 Global Social Media Customer Service Software Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Brand Embassy
14.3.2 Brand24
14.3.3 Conversocial
14.3.4 Coosto
14.3.5 Copiny
14.3.6 Desk.com Inc
14.3.7 Deskero
14.3.8 eGain
14.3.9 Engage
14.3.10 Freshdesk
14.3.11 Hootsuite
14.3.12 inSided
14.3.13 Interactions
14.3.14 Khoros Care
14.3.15 LogMeIn Inc
14.3.16 NapoleonCat
14.3.17 Sentiment
14.3.18 Sleek
14.3.19 Socialbakers
14.3.20 SoDash
14.3.21 Sparkcentral
14.3.22 Sprinklr
14.3.23 Sprout Social
14.3.24 ThoughtBuzz
14.3.25 Zoho
