불만 관리 소프트웨어 시장 : 솔루션별, 지역별

Complaint Management Software Market is estimated to be valued at USD 2.84 Bn in 2025 and is expected to reach USD 5.26 Bn by 2032, growing at a compound annual growth rate (CAGR) of 9.2% from 2025 to 2032.

The global complaint management software market represents a critical technological infrastructure that enables organizations to systematically capture, process, analyze, and resolve customer complaints across multiple channels and touchpoints.

This sophisticated software ecosystem encompasses cloud-based and on-premise solutions that facilitate automated complaint intake, intelligent routing, real-time tracking, analytics-driven insights, and comprehensive reporting mechanisms designed to enhance customer satisfaction and regulatory compliance.

As businesses increasingly recognize the strategic importance of customer experience management and the potential financial implications of unresolved complaints, complaint management software has evolved from a reactive customer service tool to a proactive business intelligence platform that drives operational excellence and competitive differentiation.

The market encompasses diverse industry verticals including financial services, healthcare, retail, telecommunications, government, and manufacturing sectors. Each requires tailored functionalities to address sector-specific regulatory requirements, compliance standards, and customer engagement protocols.

Market Dynamics

The global complaint management software market is propelled by several compelling drivers that fundamentally reshape organizational approaches to customer experience management and regulatory compliance. The exponential growth in digital customer interactions across omnichannel platforms creates unprecedented volumes of customer feedback and complaints, necessitating sophisticated automated solutions capable of processing, analyzing, and responding to customer concerns with speed and accuracy that manual processes cannot achieve.

Stringent regulatory requirements across industries, particularly in financial services, healthcare, and telecommunications, mandate comprehensive complaint tracking, documentation, and reporting capabilities, driving organizations to invest in robust software solutions that ensure compliance while minimizing regulatory risks and potential penalties.

However, market growth faces significant restraints including substantial implementation costs, complex integration challenges with existing enterprise systems, and organizational resistance to digital transformation initiatives that require comprehensive process reengineering and employee training programs.

Data security concerns, privacy regulations, and the need for customization to address industry-specific requirements create additional barriers for widespread adoption, particularly among small and medium-sized enterprises with limited technical resources and budget constraints.

Nevertheless, emerging opportunities in artificial intelligence integration, predictive analytics capabilities, mobile-first complaint management solutions, and industry-specific vertical solutions present substantial growth potential, as organizations increasingly seek intelligent automation tools that not only manage complaints efficiently but also provide predictive insights for proactive issue prevention and customer experience optimization strategies.

Key Features of the Study

• This report provides in-depth analysis of the global complaint management software market, and provides market size (USD Billion) and compound annual growth rate (CAGR%) for the forecast period (2025-2032), considering 2024 as the base year
• It elucidates potential revenue opportunities across different segments and explains attractive investment proposition matrices for this market
• This study also provides key insights about market drivers, restraints, opportunities, new product launches or approvals, market trends, regional outlook, and competitive strategies adopted by key players
• It profiles key players in the global complaint management software market based on the following parameters - company highlights, products portfolio, key highlights, financial performance, and strategies
• Key companies covered as a part of this study include Salesforce, ServiceNow, Zendesk, Freshworks, Microsoft, Zoho, HubSpot, Resolver, i-Sight, Oracle, ComplianceQuest, BoldDesk, Desk365, HappyFox, and Local Measure
• Insights from this report would allow marketers and the management authorities of the companies to make informed decisions regarding their future product launches, type up-gradation, market expansion, and marketing tactics
• The global complaint management software market report caters to various stakeholders in this industry including investors, suppliers, product manufacturers, distributors, new entrants, and financial analysts
• Stakeholders would have ease in decision-making through various strategy matrices used in analyzing the global complaint management software market

Market Segmentation

• Solution Insights (Revenue, USD Bn, 2020 - 2032)
  • Ticketing and Workflow/Case Management
  • Omnichannel Capture
  • Analytics and Reporting
  • CRM
  • Compliance and Regulatory Reporting
  • Others
• Regional Insights (Revenue, USD Bn, 2020 - 2032)
  • North America
  • U.S.
  • Canada
  • Latin America
  • Brazil
  • Argentina
  • Mexico
  • Rest of Latin America
  • Europe
  • Germany
  • U.K.
  • Spain
  • France
  • Italy
  • Russia
  • Rest of Europe
  • Asia Pacific
  • China
  • India
  • Japan
  • Australia
  • South Korea
  • ASEAN
  • Rest of Asia Pacific
  • Middle East
  • GCC Countries
  • Israel
  • Rest of Middle East
  • Africa
  • South Africa
  • North Africa
  • Central Africa
• Key Players Insights
  • Salesforce
  • ServiceNow
  • Zendesk
  • Freshworks
  • Microsoft
  • Zoho
  • HubSpot
  • Resolver
  • i-Sight
  • Oracle
  • ComplianceQuest
  • BoldDesk
  • Desk365
  • HappyFox
  • Local Measure

Table of Contents

1. Research Objectives and Assumptions

• Research Objectives
• Assumptions
• Abbreviations

2. Market Purview

• Report Description
  • Market Definition and Scope
• Executive Summary
  • Global Complaint Management Software Market, By Solution
  • Global Complaint Management Software Market, By Region

3. Market Dynamics, Regulations, and Trends Analysis

• Market Dynamics
• Impact Analysis
• Key Highlights
• Regulatory Scenario
• Product Launches/Approvals
• PEST Analysis
• PORTER's Analysis
• Market Opportunities
• Regulatory Scenario
• Key Developments
• Industry Trends

4. Global Complaint Management Software Market, By Solution, 2020-2032, (USD Bn)

• Introduction
  • Market Share Analysis, 2025 and 2032 (%)
  • Y-o-Y Growth Analysis, 2021 - 2032
  • Segment Trends
• Ticketing and Workflow/Case Management
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
• Omnichannel Capture
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
• Analytics and Reporting
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
• CRM
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
• Compliance and Regulatory Reporting
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
• Others
  • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)

5. Global Complaint Management Software Market, By Region, 2020 - 2032, Value (USD Bn)

• Introduction
  • Market Share (%) Analysis, 2025, 2028 & 2032, Value (USD Bn)
  • Market Y-o-Y Growth Analysis (%), 2021 - 2032, Value (USD Bn)
  • Regional Trends
• North America
  • Introduction
  • Market Size and Forecast, By Solution, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Country, 2020 - 2032, Value (USD Bn)
    • U.S.
    • Canada
• Latin America
  • Introduction
  • Market Size and Forecast, By Solution, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Country, 2020 - 2032, Value (USD Bn)
    • Brazil
    • Argentina
    • Mexico
    • Rest of Latin America
• Europe
  • Introduction
  • Market Size and Forecast, By Solution, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Country, 2020 - 2032, Value (USD Bn)
    • Germany
    • U.K.
    • Spain
    • France
    • Italy
    • Russia
    • Rest of Europe
• Asia Pacific
  • Introduction
  • Market Size and Forecast, By Solution, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Country, 2020 - 2032, Value (USD Bn)
    • China
    • India
    • Japan
    • Australia
    • South Korea
    • ASEAN
    • Rest of Asia Pacific
• Middle East
  • Introduction
  • Market Size and Forecast, By Solution, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Country, 2020 - 2032, Value (USD Bn)
    • GCC Countries
    • Israel
    • Rest of Middle East
• Africa
  • Introduction
  • Market Size and Forecast, By Solution, 2020 - 2032, Value (USD Bn)
  • Market Size and Forecast, By Country/Region, 2020 - 2032, Value (USD Bn)
    • South Africa
    • North Africa
    • Central Africa

6. Competitive Landscape

• Salesforce
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• ServiceNow
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Zendesk
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Freshworks
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Microsoft
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Zoho
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• HubSpot
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Resolver
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• i-Sight
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Oracle
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• ComplianceQuest
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• BoldDesk
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Desk365
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• HappyFox
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies
• Local Measure
  • Company Highlights
  • Product Portfolio
  • Key Developments
  • Financial Performance
  • Strategies

7. Analyst Recommendations

• Wheel of Fortune
• Analyst View
• Coherent Opportunity Map

8. References and Research Methodology

• References
• Research Methodology
• About us