The SaaS customer service platform market is shifting from a 'tool provider' to an 'intelligent engine driver.' According to IDC's Q1 2025 report, the global SaaS customer service market has reached $28.7 billion, with a compound annual growth rate of 22%, and AI-native platforms are growing three times faster than traditional ones.
Low-code capabilities have become a key criterion for enterprises when selecting a platform. More and more companies want their business teams to independently configure customer service workflows, knowledge bases, and automation rules without IT intervention. For example, U.S. e-commerce platform Etsy launched a temporary refund workflow for Prime Day in just two days using a low-code platform, saving four weeks compared to traditional development methods.
In terms of intelligent automation, AI agents are evolving from simple FAQ bots into end-to-end task executors. Zendesk's 2025 AI assistant can automatically handle complex operations such as return and exchange requests, password resets, and order modifications, with a success rate of up to 85%. For cases it cannot handle, the AI agent generates a ticket with context summaries and directly transfers it to a human agent.
GlobalConnect's SaaS platform integrates over 200 third-party applications (e.g., Salesforce, Shopify, Slack) and offers out-of-the-box AI workflow templates. One of its clients, a European telecom company, reduced its average handling time (AHT) from 12 minutes to 4.5 minutes and increased the first contact resolution rate to 92% using the platform.
Industry analysts believe that within the next two years, SaaS platforms without AI-native capabilities will be eliminated from the market.