According to IMARC Group’s latest report, titled “Customer Self-Service Software Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2021-2026”, the global market grew at a CAGR of around 11% during 2015-2020. Customer self-service software refers to a user-centric support solution that allows consumers to access information through a knowledge base or automated task management platform without the need for customer representatives. This software includes multiple self-service channels, such as interactive voice response systems, self-checkout systems, mobile applications, etc. Customer self-service software can be accessed anywhere at any time and provides written and video tutorials for troubleshooting problems. Consequently, it is widely used in various sectors, such as manufacturing, information technology, media and entertainment, healthcare, retail, etc.
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The increasing requirement for effective web-based self-service solutions and rising digitization across industries are primarily driving the customer self-service software market. Additionally, the extensive utilization of this software in the retail sector for hassle-free consumer experience is also augmenting the market growth. Furthermore, the growing integration of customer self-service software with several technological advancements, such as artificial intelligence, Internet of Things, Big Data, cloud computing, etc., is further propelling the market growth. This software aims to minimize the overall operating costs and increase productivity, which is expected to positively impact the global market in the coming years. Looking forward, IMARC Group expects the customer self-service software market to exhibit strong growth during 2021-2026.
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As the novel coronavirus (COVID-19) crisis takes over the world, we are continuously tracking the changes in the markets, as well as the industry behaviors of the consumers globally and our estimates about the latest market trends and forecasts are being done after considering the impact of this pandemic.
Competitive Landscape with Key Players:
- Aspect Software Inc.
- Avaya Inc.
- BMC Software Inc.
- HappyFox Inc.
- Microsoft Corporation
- Nuance Communications Inc.
- Oracle Corporation
- Com Inc.
- SAP SE
- Verint Systems Inc.
- Zappix Inc
- Zendesk Inc.
- Zoho Corporation Pvt. Ltd.
Market Segmentation:
Breakup by Solution:
- Web Self-Service
- Mobile Self-Service
- Intelligent Virtual Assistants
- Social Media and Community Self-Service
- Email Management
- IVR and ITR
- Others
Breakup by Service:
- Professional Service
- Managed Service
Breakup by Deployment:
- Cloud-based
- On-premises
Breakup by End Use:
- BFSI
- Manufacturing
- Retail and E-commerce
- Media and Entertainment
- IT and Telecommunication
- Healthcare
- Government
- Others
Breakup by Region:
- North America (United States, Canada)
- Europe (Germany, France, United Kingdom, Italy, Spain, Others)
- Asia Pacific (China, Japan, India, Australia, Indonesia, Korea, Others)
- Latin America (Brazil, Mexico, Others)
- Middle East and Africa (United Arab Emirates, Saudi Arabia, Qatar, Iraq, Others)
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Key highlights of the report:
- Market Performance (2015-2020)
- Market Outlook (2021-2026)
- Market Trends
- Market Drivers and Success Factors
- Impact of COVID-19
- Value Chain Analysis
- Comprehensive mapping of the competitive landscape
If you need specific information that is not currently within the scope of the report, we will provide it to you as a part of the customization.
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According to research report "Customer Self-Service Software Market by Solution (Web Self-Service, Mobile Self-Service, Intelligent Virtual Assistants, and Social Media and Community Self-Service), Service, Deployment Type, Vertical, and Region - Global Forecast to 2021", The customer self-service (CSS) software market size is expected to grow from USD 4.33 Billion in 2016 to USD 9.38 Billion by 2021, at a Compound Annual Growth Rate (CAGR) of 16.7% during the forecast period.
The peer-to-peer support community software helps in engaging, supporting, and managing the online customer community by identifying their issues and resolving them instantly.Professional Services is expected to hold major market share during the forecast periodProfessional services commands the major share of the customer self-service software services.
Professional services comprise services such as planning, designing, and integration, implementation, deployment, consulting, and training and support services necessary for successful implementation and support of customer self-service platform or solution.
Since the concept of customer self-service is still gaining traction and is in implementation phase, thus the professional services commands the bulk of the market share.North America contributes the maximum market share in the customer self-service software marketNorth America is expected to hold the largest market share and dominate the customer self-service software market in 2016, due to the increased social media penetration, presence of almost all the major self-service software vendors, and higher cloud-based deployment of self-service solutions.
APAC is estimated to grow at the highest rate during the forecast period as the organizations in this region are rapidly adopting mobile self-service solutions to meet the demands of the dynamic customer base.
Better economic growth, young population, and cloud-based solutions for SMEs, are other factors responsible for the rapid growth of customer self-service software market in this region.Speak to Our Expert Analyst: https://www.marketsandmarkets.com/speaktoanalystNew.asp?id=212836723 The major vendors covered in the customer self-service software market for the study are Microsoft Corporation, Nuance Communications, Inc., Oracle Corporation, SAP SE, Salesforce.com, Inc., Aspect Software, Avaya, Inc., BMC Software, Verint Systems, Inc., and Zendesk, Inc.About MarketsandMarketsMarketsandMarkets is the largest market research firm worldwide in terms of annually published premium market research reports.
The report "Customer Self-Service Software Market by Solution (Web Self-Service, Mobile Self-Service, Intelligent Virtual Assistants, and Social Media and Community Self-Service), Service, Deployment Type, Vertical, and Region - Global Forecast to 2021", The customer self-service (CSS) software market size is expected to grow from USD 4.33 Billion in 2016 to USD 9.38 Billion by 2021, at a Compound Annual Growth Rate (CAGR) of 16.7% during the forecast period.A continuous, prompt, and proactive customer service is required to satisfy customer expectations and increase the customer loyalty to enhance the future business growth.
The CSS software empower end-users to perform task or access data on their own, without the help of customer service agent.Social media and community self-service is expected to be the fastest-growing solution in this market, as companies are rapidly switching to the social media by forming peer-to-peer support communities and discussion forums for reducing their customer support costs.Download PDF Brochure @ https://www.marketsandmarkets.com/pdfdownloadNew.asp?id=212836723Among CSS services, managed services segment is expected to grow at the highest CAGR.
SMEs are increasingly getting inclined towards the deployment of third-party CSS software vendors or outsourcing services to support their business requirements to focus on their core business functions.
Thus leads to higher demand for managed services.The cloud-based deployment segment is the fastest-growing deployment type in this market, as this deployment has been well accepted in the industry because of its easy and quick software deployment, which provides the highest level of data security and dependability.The healthcare and life science sector is the fastest-growing industry vertical in this market, as the institutions are increasingly deploying self-service apps through which the patients can perform routine healthcare-related tasks such as scheduling appointments, filling out or updating forms, and bill payments.Speak to Our Expert Analyst @ https://www.marketsandmarkets.com/speaktoanalystNew.asp?id=212836723Asia-Pacific (APAC) is estimated to grow at the highest rate during the forecast period as organizations in this region are looking to adapt CSS solutions to meet the demand of dynamic customer base as well as SMEs are also acknowledging the importance of CSS solutions and are receptive towards considering dedicated self-care application.The major growth factors that would further drive the adoption of the CSS market include increasing availability of various customer service touch points, increasing need among the companies to enhance their overall customer experience & decrease the customer churn out rate, and increasing productivity & reduction of operational cost.About MarketsandMarkets™MarketsandMarkets™ provides quantified B2B research on 30,000 high growth niche opportunities/threats which will impact 70% to 80% of worldwide companies’ revenues.
Currently servicing 7500 customers worldwide including 80% of global Fortune 1000 companies as clients.
Almost 75,000 top officers across eight industries worldwide approach MarketsandMarkets™ for their painpoints around revenues decisions.Our 850 fulltime analyst and SMEs at MarketsandMarkets™ are tracking global high growth markets following the "Growth Engagement Model – GEM".
The Customer Self-Service Software Market report aims to present the analysis of the global market segment by applications, regions and also offers details on opportunities, demand and growth.
The report provides a basic summary of the industry, including definitions, classifications, applications, and the structure of the market chain, revenue growth in terms of volume with respect to the self-service software market of customers for the coming years has been declared in depth.
which are essential to marketing and purchasing decisions.
Research Report provides an excellent amount of market information composed using several key techniques and under-research.This Market Research Study analyzes the growth prospects for key vendors operating in this market space such as: Microsoft Corporation, Nuance Communications, Inc., Oracle Corporation, SAP SE, Salesforce.com, Inc., The Software Appearance, Avaya, Inc., BMC Software, Verint Systems, Inc., and Zendesk, Inc.Browse the full report @ https://www.adroitmarketresearch.com/industry-reports/customer-self-service-software-market The evolution of the global market for self-service software is due to the need to improve the way companies collaborate to remain competitive in the market.
In addition, in-depth analysis of vast amounts of data can affect or even manipulate consumer decisions.Stakeholders are increasingly investing in research and development to stay on the cutting edge of the competitive edge.
On the other hand, fears about high initial investment and the risk of data loss may hinder the growth of this market significantly in the coming years, notes the study.Geographically, the global self-service software market is divided between North America, Asia-Pacific, Europe and the rest of the world.
