Gartner Research

Market Share Analysis: Customer Service and Support, Worldwide, 2021

Published: 06 October 2022


The customer service and support software market reached $28.9 billion in 2021. The 16.6% year-over-year market growth was driven by the continued need to engage with and provide enhanced customer experience to clients as COVID-19 continues.

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Key Market Findings
  • Customer service and support (CSS) remained the largest customer experience and relationship management (CRM) market, growing by 16.6% year over year (YoY) to reach $28.9 billion in 2021.

  • The top 10 vendors held more than 50% of the CSS market revenue, whereas the next 20 vendors together contributed around just 10% of the overall revenue, showing CSS remains a significantly fragmented market.

  • North America had the majority of the CSS market with 60.3% share, followed by Western Europe at 20.2%. The fastest-growing regions from 2020 (Mature Asia/Pacific, Emerging Asia/Pacific and Greater China) are slightly slowing down, below 20% growth,

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Alexandre Oddos Julian Poulter Yanna Dharmasthira

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