Customer Advocacy Software Market Size (2024 – 2030)

The Global Customer Advocacy Software Market was valued at USD 741.60 million and is projected to reach a market size of USD 912.07 million by the end of 2030. Over the forecast period of 2024-2030, the market is projected to grow at a CAGR of 3%.

Earlier, customer advocacy was in the form of mouth publicity, where customers who bought products/services of a company referred the company to their friends, family, colleagues, and others. This, however, increased the company’s market presence gradually and often required them to manually call each of their customers for feedback on the product. With technological advancements in recent times, businesses can promote their products online using automated customer advocacy software and manage customer referrals, loyalty programs, and feedback on online platforms, without the need to manually call and ask for each customer’s feedback. In addition, integration with social media, CRM, and marketing tools enabled businesses to focus on core tasks automate social media posts, and engagement with customers online, and generate automated insights for further improvement. Furthermore, the future holds positive for the customer advocacy software market, as with the increasing incorporation of AI and machine learning algorithms, businesses can launch targeted marketing campaigns for acquiring customers. Moreover, increasing demand for robust and secured networks induced businesses to deploy strong and encrypted customer advocacy software that helped them maintain the confidentiality of customer data and prevent privacy leaks.

Key Market Insights:

As per Social Toaster, taking into consideration advocacy marketing, 88% of people trusted online reviews written by other customers.

As per Sprout Social, 50% of brand advocates influence the purchase decision more than a regular customer of a business.

As per Influitive Company’s report on Customer Marketing and advocacy Year-in-Year Review, their users participated in advocacy marketing by completing 260,000 social shares and responding to more than 455,000 survey and feedback challenges in 2022.

As per a blog published by Khoros Company, their survey found that 75% of users on Twitter have used the platform to engage with brands.

As per AdEspresso Company’s findings, 52% of brand discovery happens through social media feeds.

Customer Advocacy Software Market Drivers:

An increase in word-of-mouth marketing drives the demand for customer advocacy software in the market.

Word-of-mouth market is one of the oldest and most trusted forms of marketing for businesses to increase their market presence both online and offline. Customer advocacy software focused on word-of-mouth marketing identifies customers' reviews on the company’s websites or other online platforms and engages them in referral programs (which include customers referring the brand via video, testimonials, and referring to their friends and family) that would increase their product/service demand in the market. For instance, Tesla offered referral packages worth $1000 to its existing customers and references and offered limited edition models access to those customers who fetched 10 references for them. Moreover, businesses often consider such customers as brand advocates and increase their engagement through exclusive offers, invitations to special online brand awareness programs, providing early access to sales, discounts, and others that would further help businesses acquire new customers and maintain the brand loyalty of existing customers. In addition, the software enables businesses to monitor the rate of return on advocacy campaigns and track customer feedback for optimizing their products and services.

The influence of social media boosts the demand for customer advocacy software in the market.

Digitization has increased the presence of almost all businesses on social media to promote their products and services. Customer advocacy software with integration into social media tools and platforms allows businesses to track their customer behavior, and identify customers who are promoting their products and services on social media via tags, mentions, and others. Furthermore, this software enables companies to boost their social media game by sharing positive content online such as customer video testimonials, product reviews in photo, video, and text format, and others. In addition, marketing integration tools help businesses connect with influencers and celebrities to promote their products and services as brand ambassadors, thereby increasing their customer base. Furthermore, with the help of social media integration tools, businesses can track their performance of customer advocacy campaigns, interact with customers online in comments, and automate insights for optimizing their future marketing campaigns.

Customer Advocacy Software Market Restraints and Challenges:

Market saturation can deter the growth of customer advocacy software. With the presence of many software vendors offering specialized and customized customer advocacy software, there is increased competition in the market, which is crowding the market leading to a lack of consumer interest and declining demand for customer advocacy software in the market.

Customer Advocacy Software Market Opportunities:

The Customer Advocacy Software Market is anticipated to deliver lucrative opportunities for businesses, which include acquisitions, partnerships, collaborations, product launches, and agreements during the forecasted period. Furthermore, increasing demand for brand promotion and management platforms by businesses and organizations is predicted to develop the market for customer advocacy software and enhance its future growth opportunities.

CUSTOMER ADVOCACY SOFTWARE MARKET REPORT COVERAGE:

Customer Advocacy Software Market Segmentation: By Deployment

• On-Premise

• Cloud-Based

In 2022, cloud-based occupied the highest share of about 33% in the market for customer advocacy software. Cloud-based software offers greater scalability in terms of handling customer data, increased flexibility that allows businesses to manage operations from any device, and easy accessibility, wherein businesses can access customer data from anywhere using the internet. This further enhances team collaboration for working remotely via cloud-based customer advocacy software. In addition, cloud-based customer advocacy software allows businesses to store & manage customer data securely at a centralized platform.

On-premise is the fastest-growing segment during the forecast period. On-premise customer advocacy software is managed and stored on local servers of businesses. These allow full control over the business’s customer data, thereby minimizing security risks that would arise by hosting software on third-party platforms. Moreover, on-premise software for customer advocacy allows users to customize the software as per their requirements, which includes integration with other CRM platforms and others.

Customer Advocacy Software Market Segmentation: By Application

• Organize Fund-Raising

• Government Election

• Enterprise Propaganda

In 2022, enterprise propaganda occupies the highest share of about 28.6% in the customer advocacy software market. The growth of this segment is attributed to increased demand for brand promotion and management by businesses to enhance their market opportunities.

Enterprise propaganda focuses on promoting a company’s values, brand, and products to customers. Customer advocacy software focused on enterprise propaganda helps the company build a social media presence and enables them to promote their products and services via media campaigns, interacting with customers through comments, posts, videos, and others. Moreover, many customer advocacy software offer integration with customer relationship management (CRM) tools, that enable businesses and other organizations to interact with customers by gathering feedback related to their products and services. Furthermore, customer reviews on online platforms helped businesses increase their market presence and acquire more customers. Additionally, many businesses used customer advocacy software to launch and manage loyalty programs that enabled them to increase customer’s trust in their brand and retain more customers effectively.

The organized fund-raising segment is the fastest-growing segment during the forecast period. Customer advocacy software focused on organizing fund-raising enables NGOs or businesses focused on social aspects to manage their fund-raising events and campaigns. This includes using customized customer advocacy platforms that enable them to store and manage customer information for donation purposes and enhance communication with customers via emails, press releases, and newsletters. Many of these software uses social media integration tools to track and manage customer response to their posts and videos, which would enable them to raise funds for campaigns. In addition, social businesses or organizations conduct reward programs, offline charity functions, and other such engagement events for customers who support them to raise funds, thereby raising awareness regarding their social cause/campaign among the communities.

Customer Advocacy Software Market Segmentation: Regional Analysis:

• North America

• Europe

• Asia-Pacific

• South America

• Middle-East & Africa

In 2022, North America occupied the highest share of about 40% in the customer advocacy software market. Rising political campaign activities, increased presence of various businesses and non-profit organizations on social media, and technological advancements in customer advocacy software such as integration with marketing and automation tools have contributed to the demand for customer advocacy software in the region.

Asia-Pacific is anticipated to be the fastest-growing region during the outlook period. Fast-booming e-commerce industry with the emergence of various business start-ups has increased the demand for brand promotion and management software, leading to exponential market growth for customer advocacy software in the region.

COVID-19 Impact Analysis on the Customer Advocacy Software Market:

The pandemic had a positive impact on the customer advocacy software market. With increased digitization and remote working during the pandemic, customer advocacy software witnessed an increased demand in the market. The closure of many businesses during the lockdown shifted their presence to social media platforms for promoting their products & and services and for engaging with their customers online. These included customer surveys, feedback collection, and tracking of customer behavior online. Moreover, the government & NGOs also used this software for promoting health campaigns and movements during the pandemic. In addition, the software enabled government professionals to increase health awareness via social media platforms among the people regarding the virus outbreak during the pandemic.

Latest Developments:

• The developments in technology are boosting the market for customer advocacy software as companies can benefit from various analytics and automation tools that help them increase their market presence, manage brand image, retain old customers, and enhance new customer base. Moreover, trends in influencer marketing are anticipated to pave the way for future growth opportunities, as customer advocacy software with marketing integration & automation tools, assist businesses in identifying influencers for promoting their products and services. These automation tools then send personalized messages and emails to influencers for brand promotion. Furthermore, trends in AI marketing are further anticipated to boost the market demand for customer advocacy software in the market.

• In June 2023, Champion launched an enterprise customer advocacy platform – High Alpha. The platform helps companies identify, activate, and track the strongest advocates and power users on the internet allowing them to partner with users and increase their sales. Moreover, it offers AI for performing these tasks.

• In April 2021, LogRhythm launched a customer advocacy program for supporting the professional security community in the market. The software is called – LogRhythm Champions Network, which is a community for passionate customers of the company. Moreover, the network offers peer-to-peer networking, helps the participants strengthen their domain expertise, and builds their brand. Furthermore, the program offers direct access to experts and resources of LogRhythm, which includes discounted training, exclusive events, and professional service offerings.

Key Players:

1. Referral Rock

2. Extole

3. NiceJob

4. Influitive AdvocateHub

5. Zuberance

6. Birdeye

7. Crowdly

8. Repshift

9. Yotpo

10. MentionMe