The Customer Self-Service Software market is expected to grow from USD 4.47 Billion in 2016 to USD 9.59 Billion by the end of 2021, with a CAGR of 16.5% from 2016 to 2021.
Business of any size today realize the value of serving customers well. Organizations have always adopted the self-service technology to reduce their manual operating task to enhance the overall customer satisfaction. Customer self-service software improves the communication between businesses and their customer, resulting the relationship more meaningful, relevant and personal. Customer expect instant services around the clock and with the least amount of friction; and thereby positively affecting the market of customer self-service software solutions. Customer self-service software tools are quick technology based resolution that offer type of service a majority of customers prefer. Also, it strengthens the customer base by not only helping them in finding answers but also presenting varied self-service content in an easy way to improve the user experience. The customer self-service software market is expected to reflect significant growth over the forecast period owing to increasing availability of various customer service touch points.
The social media & community self-service solution is expected to reflect highest CAGR over the forecast period, owing to increasing use of social media websites and portals for understanding customer behaviour. The social media provides a platforms through which the business organizations can reach to their potential customers, create a better brand value, and also analyse customer behaviour related to their products and offerings. Currently, web self-service segment is expected to dominate the overall market.
Among services, professional services segment is expected to dominate the customer self –service market over the forecast period. This trend is attributed to increasing integration and implementation and deployment of customer self-service projects, thereby highest contribution in overall service market.
The report segments the global customer self-service software market by deployment type, by service, by solution, by vertical, and by region. The deployment type includes cloud and on-premise. The service includes professional services and managed services. The solution includes email management, intelligent virtual assistants, IVR & ITR, mobile self-service, social media & community self-service, web self-service, and among others. The vertical includes BFSI, education, government & public, healthcare, IT, manufacturing, media & entertainment, retail & e-commerce, transportation & logistics, utilities, and among others.
The report provides regional analysis covering geographies such as North America, Europe, Asia-Pacific, and Rest of the World. North America leads the global customer self-service software market followed by Europe and Asia-Pacific. The customer self-service software market in Asia-Pacific is projected to reflect highest CAGR over the forecast period. The attractiveness of the customer self-service software market in the Asia-Pacific region is result of increasing number of SMEs and large enterprises in the region are experiencing need to provide customer self-service to address and analyse heterogeneous customer base.
Companies Profiled: Aspect Software, Avaya, BMC Software, Microsoft Corporation, Nuance Communications, Oracle Corporation, Salesforce, SAP SE.