Gartner Research

Market Share Analysis: Customer Service and Support, Worldwide, 2022

Published: 07 September 2023


The customer service and support software market reached $33.5 billion in 2022. The 13.3% year-over-year market growth was driven by acceleration in adoption of technology such as cloud, automation and AI, to provide an enhanced employee experience and a smarter customer experience to clients.

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Key Market Findings
  • Customer service and support (CSS) remained the largest segment of customer experience and relationship management (CRM) market, growing by 13.3% year over year (YoY) to reach $33.5 billion in 2022.

  • CSS remains a significantly fragmented market, with the top 10 vendors accounting for 50.9% of the market revenue and the next 20 vendors together contributing 10.6% of the overall revenue.

  • North America held the majority share (62.1%) in the CSS market, followed by Western Europe (19.1%). Latin America was the fastest-growing region in 2022, with 19.6% YoY growth and representing 3.1% of the market.

  • Digital customer services enablement continues

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Alexandre Oddos Yanna Dharmasthira Julian Poulter Kanchi Bindal

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