Market Sizing

Post-Purchase CS Labor Replacement Model

Document Purpose: Data room validation for the $4B obtainable opportunity (bottom-up)

Executive Summary

Keeyu is not replacing software. Keeyu is replacing labor.

When brands evaluate Keeyu, they compare it to the cost of a full-time FTE, not to Zendesk's subscription fee. This market sizing reflects that reality: we size against the global CX labor pool, not the helpdesk software market.

Market	Value	Key Assumptions
Agentic Post-Purchase OS	$57B. 2.3M Shopify stores globally	Full agentic post-purchase OS replacing 15 disconnected tools. $25K ACV bottom-up across all Shopify stores scoped to platforms and verticals Keeyu can serve
With Helpdesks	$8B. 326K stores with helpdesks	326K stores already using helpdesks (invested in CX, feeling limitations of reactive approach). Filtered for platform fit and operational maturity
Proactive AI	$4B. 179K stores matching our ICP	179K stores matching Keeyu ICP. Bottom-up: 179K x $25K ACV = $4B obtainable opportunity

The Bottom-Up Model

How We Size This Market

We don't use top-down industry reports. We count stores, filter for fit, and multiply by ACV.

The funnel:

            2.3M     Shopify stores globally
            -> 326K   with helpdesks (invested in CX)
            -> 179K   match our ICP
            

Three Phases of Expansion

The market opportunity grows as the product expands. Today SOM reflects addressable market at current ACV ($25K). Future SOM reflects addressable market at expanded ACV as the product matures into the agentic post-purchase OS.

Phase	Product	ACV	ICP Size	Opportunity
Today	Proactive AI	$25K	18K early ICP	$450M
Next	Replace Helpdesk	$25K - $40K	179K full ICP	$4B at $25K ACV ($7B at $40K)
Future	Agentic Post-Purchase OS	$55K	326K with helpdesks	$8B at $25K ACV ($18B at $55K)

Why Labor, Not Software?

Traditional market sizing for CX startups benchmarks against helpdesk software spend (~$15B globally). This understates Keeyu's opportunity by 6x.

The reality:

• A brand doing 360,000 orders/year employs ~6 FTEs
• Those staff cost $50-70K each fully loaded (salary + benefits + tools + management)
• Total CS labor cost: $300-420K/year
• Keeyu costs them 0.5 FTEs ($25-35K equivalent)
• ROI conversation ends before it starts

Keeyu doesn't compete with Zendesk's $200/seat/month. Keeyu competes with a $55K/year staff member who spends 80% of their time on preventable issues.

ACV Expansion Path

ACV grows with order volume and new products:

Stage	ACV	What It Does	What It Replaces
Launch	$4K	Basic monitoring	Manual checks
Detect	$8K	Issue detection + alerts	Reactive firefighting
Proactive AI (today)	$25K	Detect + prevent + act	CS headcount
Replace Helpdesk	$40K	Proactive + reactive in one	Helpdesk software + labor
Agentic Post-Purchase OS	$55K	One platform replaces 15 tools	Entire point-solution stack ($350K cost today)

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