Customer Support Market Analysis

Goals

To obtain information about the top players in the customer support market including Zendesk, Hubspot, Freshdesk, Zoho, ServiceNow, and Salesforce, the number of and list of companies that are using each solution, and their acquisition rate. This will be used to determine potential partnerships for a business pitch.

Early Findings

Zendesk

  • Zendesk is used by over 100,000 paid customers/businesses, to which services can be delivered in over 30 different languages.
  • According to Enlyft, most companies that use Zendesk are from the computer software industry in the U.S. They have a company size of 10 – 50 employees and earn between $1 million and $10 million in revenue.
  • Enlyft also named 5 companies as top companies that are using the software. These are: ENVOL, FreshRealm, LLC, SafeGuard World International, Vitac Corporation and TerraCycle Inc.

HubSpot

  • At the end of 2018, HubSpot reported having 56,628 customers.
  • Enlyft found that, most companies that use HubSpot are from the computer software industry in the U.S. They have a company size of 10 – 50 employees and earn between $1 million and $10 million in revenue.
  • Enlyft also named 5 companies as top companies that are using the software. These are: CloudFronts Technologies, LLP., durhamlane Limited, Burroughs, Inc., Avadyne Health, Inc. and BAASS Business Solutions Inc.

Freshdesk

  • Freshdesk is being used by over 150,000 companies of various sizes and industries.
  • According to Enlyft, most companies that use Freshdesk are from the computer software industry in the U.S. They have a company size of 10 – 50 employees and earn between $1 million and $10 million in revenue.
  • Enlyft also named 5 companies as top companies that are using the software. These are: California Institute of the Arts, Root Inc., PHARMSCRIPT LLC, Getaround, Inc. and Blue Ant Media Inc.

Zoho

  • Zoho currently has over 50 million users worldwide and there are at least 12,615 companies that are using it.
  • Enlyft found that, most companies that use Zoho are from the information technology and services industry in the U.S. They have a company size of 10 – 50 employees and earn between $1 million and $10 million in revenue.
  • Enlyft also named 5 companies as top companies that are using the software. These are: Acute Data Systems, Broadway Malyan Limited, Career Club, Strategic Financial Solutions Inc., and Palo Alto University.

Salesforce

  • Salesforce has over 150,000 customers and is considered as a fast-growing software company.
  • According to Enlyft, most companies that use Salesforce.com CRM are from the computer software industry in the U.S. They have a company size of 10 – 50 employees and earn between $1 million and $10 million in revenue.
  • Enlyft also named 5 companies as top companies that are using the software. These are: TwentyEighty, Inc., TerraCycle Inc., FreshRealm, LLC, Solutions Metrix — Certified CRM Partner (Microsoft, Oracle, Salesforce & SugarCRM) and National Audubon Society, Inc.

ServiceNow

  • ServiceNow is being used by over 4,000 companies and this includes "40% of the world’s 2,000 largest publicly traded companies".
  • According to Enlyft, most companies that use this software are from the computer software industry in the U.S.
  • They have a company size of 50 – 200 employees and earn between $10 million and $50 million in revenue.
  • Enlyft also named 5 companies as top companies that are using the software. These are: TORI Global Ltd., The Bartell Drug Company, Robert W Woodruff Arts Center Inc., Ingredion Incorporated and Boutique La Vie en Rose Inc.

Biggest players

  • According to Apps Run the World, "the top 10 CRM software vendors in 2018" based on market share globally, were: Salesforce, Adobe, Oracle, SAP, Microsoft, Genesys Telecommunications Laboratories, Nice Systems, Pegasystems, Verint Systems Inc. and Zendesk.

Proposed next steps:

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