The Global Customer Self-Service Software Market size is expected to reach $24.9 billion by 2026, rising at a market growth of 24.2% CAGR during the forecast period. Customer self-service software provides electronic support to consumers to access data and gets online solutions without having to interact with a service or customer representative.
Several organizations use the customer self-service software to give 24*7 support to their customers, employees, and visitors to access information. Substantially, customer self-service software let customers manage their own service experience. Customer self-service has innate abilities and assists customers to resolve issues rapidly on their own. It assists customers in achieving a feeling of achievement and pride when they come into contact with a company that utilizes customer self-service software.
The market of customer self-service software is anticipated to rise owing to growing need among the several companies for enhancing their overall customer satisfaction. Most of the companies are choosing the customer self-service software due to its various benefits. The majority of customers require solutions to their problems rapidly and commonly would rather find the solutions on the web instead of waiting on the phone. A company can attracts their customers with the assistance of self-service software and transform them into genuine customers who continue to utilize their software.
Moreover, communities and online product-based forums can be created by consumers. This is done to help one another to realize how to use products. Organizations can utilize the existing forums to the maximum advantage by creating self-service resources around the discussions in this kind of forums. There are ideal practices in deploying customer self-service software that empowers companies to get the highest benefits. The ideal practices include examining several customers to check what they truly want from a self-service initiative from the company. Besides, by consolidating the self-service software solution with the existing CRM, we can get updated & pertinent information.
Based on Deployment Type, the market is segmented into Cloud and On-premise. In 2019, the market was dominated by the cloud segment with a major share of the market. Companies are concentrating on updating their customer engagement operations by deploying cloud-based architectures that can ease the data sharing across several functions. The segment of on-premise deployment is expected to observe significant development over the forecast period.
Based on Component, the market is segmented into Solution and Services. Solution segment is further bifurcated across Web Self-service, Mobile Self-service, Intelligent Virtual Assistants, Social Media & Community Self-service, Email Management, and Others. Services segment is further segmented into Professional Services and Managed Services. The market was dominated by the web self-service segment in 2019 with a significant share of the market. The segment of social media and community self-service is expected to observe major development over the forecast period.
Based on End User, the market is segmented into BFSI, Retail & Consumer Goods, Government & Defense, Healthcare, Telecom & IT, Manufacturing and Others. In 2019, the market was dominated by the BFSI segment with a significant market share. While there are no signs of a reduction in fintech startups, customers are also slowly developing a digital mindset, which is adding majorly to the modernization of banking systems globally.
| Report Attribute | Details |
|---|---|
| Market size value in 2019 | USD 7 Billion |
| Market size forecast in 2026 | USD 24.9 Billion |
| Base Year | 2019 |
| Historical Period | 2016 to 2018 |
| Forecast Period | 2020 to 2026 |
| Revenue Growth Rate | CAGR of 24.2% from 2020 to 2026 |
| Number of Pages | 351 |
| Number of Tables | 573 |
| Report coverage | Market Trends, Revenue Estimation and Forecast, Segmentation Analysis, Regional and Country Breakdown, Companies Strategic Developments, Company Profiling, Competitive Landscape |
| Segments covered | Component, Deployment Type, End User, Region |
| Country scope | US, Canada, Mexico, Germany, UK, France, Russia, Spain, Italy, China, Japan, India, South Korea, Singapore, Malaysia, Brazil, Argentina, UAE, Saudi Arabia, South Africa, Nigeria |
| Growth Drivers |
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| Restraints |
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Based on Regions, the market is segmented into North America, Europe, Asia Pacific, and Latin America, Middle East & Africa. The customer self-service software market was dominated by North America in 2019 with a major market share. Big software vendors like Microsoft Corporation, Salesforce.com, Verint Systems, Inc, Avaya Inc, and Nuance Communications, Inc.
The major strategies followed by the market participants are Product Launches and Partnerships. Based on the Analysis presented in the Cardinal matrix; Microsoft Corporation is the major forerunner in the Customer Self-service Software Market. Companies such as Zendesk, Inc., Verint Systems, Inc., Nuance Communications, Inc., Aspect Software, Inc., Avaya Holdings Corporation, BMC Software, Inc., SAP SE, Salesforce.com, Inc., and Oracle Corporation are some of the key innovators in the market.
Free Valuable Insights: Global Customer Self-service Software Market to reach a market size of $24.9 Billion by 2026
The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include Microsoft Corporation, Nuance Communications, Inc., Oracle Corporation, SAP SE, Salesforce.com, Inc., Avaya Holdings Corporation, Verint Systems, Inc., Zendesk, Inc., BMC Software, Inc. (KKR & Co., Inc.) and Aspect Software, Inc. (Vector Capital).
By Component
By Deployment Type
By End-User
By Geography
Companies Profiled
The customer self-service software market size is projected to reach USD 24.9 billion by 2026.
There are several reason that cause high demand of this market one of them is incorporation of artificial intelligence with CSS technology to appreciate consumer behavior.
The North America market dominated the global customer self-service software market by region 2019, growing at a CAGR of 22.4 % during the forecast period.
Microsoft Corporation, Nuance Communications, Inc., Oracle Corporation, SAP SE, Salesforce.com, Inc., Avaya Holdings Corporation, Verint Systems, Inc., Zendesk, Inc., BMC Software, Inc. (KKR & Co., Inc.) and Aspect Software, Inc. (Vector Capital).
The expected CAGR of customer self-service software market is 24.2% from 2020 to 2026.
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