The North America Customer Self-Service Software Market would witness market growth of 22.4% CAGR during the forecast period (2020-2026). With the help of Customer self-service (CSS) software, users can secure answers to their inquiries, via automated interviews, rather than conventional search methods. The software also permits companies to resolve the needs of customer support in an on-demand manner. The evolution of self-service solutions into a user-centric platform approach empowers anyplace anytime access model with the integration of data from various sources through an open architecture.
Troubleshooting guides, how-to-articles, frequently asked questions (FAQ) pages, and virtual agents are included in customer self-service software. It is extensively utilized in customer relationship management (CRM) and employee relationship management (ERM). The majority of small and large organizations are under massive pressure to reduce the cost of the contact center. The customer self-service software can assist these organizations and companies to reduce and save these costs and expand the gross profit of the company. The significant thing is to choose an ideal customer self-service software solution that is suitable for the customers for utilization and that provides a satisfying experience every time they interact.
Professional services can significantly assist clienteles in making sure that their project keeps the momentum and concentrating on the business outcomes, and consequently in improving the efficiency of the operations. Players in the market are specifically giving strong importance to providing professional services and assisting their clientele in resolving their pre-and post-purchase queries with respect to self-service solutions. For example, AdviceLine service is offered by Verint Systems, Inc. to its clientele. The service is intended to offer customers quick guidelines on the deployment of the solution and back-office operations.
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. Based on Deployment Type, the market is segmented into Cloud and On-premise. Based on End User, the market is segmented into BFSI, Retail & Consumer Goods, Government & Defense, Healthcare, Telecom & IT, Manufacturing and Others. Based on countries, the market is segmented into U.S., Mexico, Canada, and Rest of North America.
Free Valuable Insights: Customer Self-service Software Market in North America is expected to register a CAGR of 22.4% during the forecast period (2020-2026)
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)
Scope of the Study
Market Segments Covered in the Report:
By Component
- Solution
- Web Self-service
- Mobile Self-service
- Intelligent Virtual Assistants
- Social Media & Community Self-service
- Email Management
- Others
- Services
- Professional Services
- Managed Services
By Deployment Type
By End-User
- BFSI
- Retail and Consumer Goods
- Government & Defense
- Healthcare
- Telecom & IT
- Manufacturing
- Others
By Country
- US
- Canada
- Mexico
- Rest of North America
Companies Profiled
- Microsoft Corporation
- Nuance Communications, Inc.
- Oracle Corporation
- SAP SE
- Salesforce.com
- Avaya Holdings Corporation
- Verint Systems, Inc.
- Zendesk, Inc.
- BMC Software, Inc. (KKR & Co., Inc.)
- Aspect Software, Inc. (Vector Capital)
Chapter 1. Market Scope & Methodology
1.1 Market Definition
1.2 Objectives
1.3 Market Scope
1.4 Segmentation
1.4.1 North America Customer Self-service Software Market, by Component
1.4.2 North America Customer Self-service Software Market, by Deployment Type
1.4.3 North America Customer Self-service Software Market, by End User
1.4.4 North America Customer Self-service Software Market, by Country
1.5 Methodology for the research
Chapter 2. Market Overview
2.1 Introduction
2.1.1 Overview
2.1.2 Market Composition and Scenario
2.2 Key Factors Impacting the Market
2.2.1 Market Drivers
2.2.2 Market Restraints
Chapter 3. Competition Analysis - Global
3.1 KBV Cardinal Matrix
3.2 Recent Industry Wide Strategic Developments
3.2.1 Partnerships, Collaborations and Agreements
3.2.2 Product Launches and Product Expansions
3.2.3 Acquisition and Mergers
3.3 Top Winning Strategies
3.3.1 Key Leading Strategies: Percentage Distribution (2016-2020)
3.3.2 Key Strategic Move: (Partnerships, Collaborations, and Agreements : 2017, Mar – 2020, Dec) Leading Players
3.3.3 Key Strategic Move: (Product Launches and Product Expansions : 2017, Apr – 2020, Oct) Leading Players
Chapter 4. North America Customer Self-service Software Market by Component
4.1 North America Customer Self-service Software Solution Market by Country
4.2 North America Customer Self-service Software Market by Solution Type
4.2.1 North America Customer Self-service Software Web Self-service Market by Country
4.2.2 North America Customer Self-service Software Mobile Self-service Market by Country
4.2.3 North America Customer Self-service Software Intelligent Virtual Assistants Market by Country
4.2.4 North America Customer Self-service Software Social Media & Community Self-service Market by Country
4.2.5 North America Customer Self-service Software Email Management Market by Country
4.2.6 North America Other Solution Type Customer Self-service Software Market by Country
4.3 North America Customer Self-service Software Services Market by Country
4.4 North America Customer Self-service Software Market by Services Type
4.4.1 North America Professional Services Customer Self-service Software Market by Country
4.4.2 North America Managed Services Customer Self-service Software Market by Country
Chapter 5. North America Customer Self-service Software Market by Deployment Type
5.1 North America Cloud Customer Self-service Software Market by Country
5.2 North America On-premise Customer Self-service Software Market by Country
Chapter 6. North America Customer Self-service Software Market by End User
6.1 North America BFSI Customer Self-service Software Market by Country
6.2 North America Retail and Consumer Goods Customer Self-service Software Market by Country
6.3 North America Government & Defense Customer Self-service Software Market by Country
6.4 North America Healthcare Customer Self-service Software Market by Country
6.5 North America Telecom & IT Customer Self-service Software Market by Country
6.6 North America Manufacturing Customer Self-service Software Market by Country
6.7 North America Others Customer Self-service Software Market by Country
Chapter 7. North America Customer Self-service Software Market by Country
7.1 US Customer Self-service Software Market
7.1.1 US Customer Self-service Software Market by Component
7.1.1.1 US Customer Self-service Software Market by Solution Type
7.1.1.2 US Customer Self-service Software Market by Services Type
7.1.2 US Customer Self-service Software Market by Deployment Type
7.1.3 US Customer Self-service Software Market by End User
7.2 Canada Customer Self-service Software Market
7.2.1 Canada Customer Self-service Software Market by Component
7.2.1.1 Canada Customer Self-service Software Market by Solution Type
7.2.1.2 Canada Customer Self-service Software Market by Services Type
7.2.2 Canada Customer Self-service Software Market by Deployment Type
7.2.3 Canada Customer Self-service Software Market by End User
7.3 Mexico Customer Self-service Software Market
7.3.1 Mexico Customer Self-service Software Market by Component
7.3.1.1 Mexico Customer Self-service Software Market by Solution Type
7.3.1.2 Mexico Customer Self-service Software Market by Services Type
7.3.2 Mexico Customer Self-service Software Market by Deployment Type
7.3.3 Mexico Customer Self-service Software Market by End User
7.4 Rest of North America Customer Self-service Software Market
7.4.1 Rest of North America Customer Self-service Software Market by Component
7.4.1.1 Rest of North America Customer Self-service Software Market by Solution Type
7.4.1.2 Rest of North America Customer Self-service Software Market by Services Type
7.4.2 Rest of North America Customer Self-service Software Market by Deployment Type
7.4.3 Rest of North America Customer Self-service Software Market by End User
Chapter 8. Company Profiles
8.1 Microsoft Corporation
8.1.1 Company Overview
8.1.2 Financial Analysis
8.1.3 Segmental and Regional Analysis
8.1.4 Research & Development Expenses
8.1.5 Recent strategies and developments:
8.1.5.1 Partnerships, Collaborations, and Agreements:
8.1.5.2 Acquisition and Mergers:
8.1.6 SWOT Analysis
8.2 Nuance Communications, Inc.
8.2.1 Company Overview
8.2.2 Financial Analysis
8.2.3 Segmental and Regional Analysis
8.2.4 Research & Development Expense
8.2.1 Recent strategies and developments:
8.2.1.1 Partnerships, Collaborations, and Agreements:
8.2.1.2 Acquisition and Mergers:
8.2.1.3 Product Launches and Product Expansions:
8.2.2 SWOT Analysis
8.3 Oracle Corporation
8.3.1 Company Overview
8.3.2 Financial Analysis
8.3.3 Segmental and Regional Analysis
8.3.4 Research & Development Expense
8.3.5 Recent strategies and developments:
8.3.5.1 Product Launches and Product Expansions:
8.3.6 SWOT Analysis
8.4 SAP SE
8.4.1 Company Overview
8.4.2 Financial Analysis
8.4.3 Segmental and Regional Analysis
8.4.4 Research & Development Expense
8.4.5 Recent strategies and developments:
8.4.5.1 Partnerships, Collaborations, and Agreements:
8.4.5.2 Product Launches and Product Expansions:
8.4.6 SWOT Analysis
8.5 Salesforce.com, Inc.
8.5.1 Company Overview
8.5.2 Financial Analysis
8.5.3 Regional Analysis
8.5.4 Research & Development Expense
8.5.5 Recent strategies and developments:
8.5.5.1 Partnerships, Collaborations, and Agreements:
8.5.5.2 Acquisition and Mergers:
8.5.6 SWOT Analysis
8.6 Avaya Holdings Corporation
8.6.1 Company Overview
8.6.2 Financial Analysis
8.6.3 Segmental and Regional Analysis
8.6.4 Research & Development Expense
8.6.5 Recent strategies and developments:
8.6.5.1 Partnerships, Collaborations, and Agreements:
8.6.5.2 Product Launches and Product Expansions:
8.7 Verint Systems, Inc.
8.7.1 Company Overview
8.7.2 Financial Analysis
8.7.3 Segmental and Regional Analysis
8.7.4 Research and Development Expense
8.7.5 Recent strategies and developments:
8.7.5.1 Acquisition and Mergers:
8.7.5.2 Product Launches and Product Expansions:
8.8 Zendesk, Inc.
8.8.1 Company Overview
8.8.2 Financial Analysis
8.8.3 Regional Analysis
8.8.4 Research & Development Expense
8.8.5 Recent strategies and developments:
8.8.5.1 Partnerships, Collaborations, and Agreements:
8.8.5.2 Acquisition and Mergers:
8.8.5.3 Product Launches and Product Expansions:
8.9 BMC Software, Inc. (KKR & Co., Inc.)
8.9.1 Company Overview
8.9.2 Financial Analysis
8.9.3 Regional Analysis
8.9.4 Recent strategies and developments:
8.9.4.1 Acquisition and Mergers:
8.9.4.2 Product Launches and Product Expansions:
8.10. Aspect Software, Inc. (Vector Capital)
8.10.1 Company Overview
8.10.2 Recent strategies and developments:
8.10.2.1 Partnerships, Collaborations, and Agreements:
8.10.2.2 Product Launches and Product Expansions:
TABLE 1 North America Customer Self-service Software Market, 2016 - 2019, USD Million
TABLE 2 North America Customer Self-service Software Market, 2020 - 2026, USD Million
TABLE 3 Partnerships, Collaborations and Agreements– Customer Self-service Software Market
TABLE 4 Product Launches And Product Expansions– Customer Self-service Software Market
TABLE 5 Acquisition and Mergers– Customer Self-service Software Market
TABLE 6 North America Customer Self-service Software Market by Component, 2016 - 2019, USD Million
TABLE 7 North America Customer Self-service Software Market by Component, 2020 - 2026, USD Million
TABLE 8 North America Customer Self-service Software Solution Market by Country, 2016 - 2019, USD Million
TABLE 9 North America Customer Self-service Software Solution Market by Country, 2020 - 2026, USD Million
TABLE 10 North America Customer Self-service Software Market by Solution Type, 2016 - 2019, USD Million
TABLE 11 North America Customer Self-service Software Market by Solution Type, 2020 - 2026, USD Million
TABLE 12 North America Customer Self-service Software Web Self-service Market by Country, 2016 - 2019, USD Million
TABLE 13 North America Customer Self-service Software Web Self-service Market by Country, 2020 - 2026, USD Million
TABLE 14 North America Customer Self-service Software Mobile Self-service Market by Country, 2016 - 2019, USD Million
TABLE 15 North America Customer Self-service Software Mobile Self-service Market by Country, 2020 - 2026, USD Million
TABLE 16 North America Customer Self-service Software Intelligent Virtual Assistants Market by Country, 2016 - 2019, USD Million
TABLE 17 North America Customer Self-service Software Intelligent Virtual Assistants Market by Country, 2020 - 2026, USD Million
TABLE 18 North America Customer Self-service Software Social Media & Community Self-service Market by Country, 2016 - 2019, USD Million
TABLE 19 North America Customer Self-service Software Social Media & Community Self-service Market by Country, 2020 - 2026, USD Million
TABLE 20 North America Customer Self-service Software Email Management Market by Country, 2016 - 2019, USD Million
TABLE 21 North America Customer Self-service Software Email Management Market by Country, 2020 - 2026, USD Million
TABLE 22 North America Other Solution Type Customer Self-service Software Market by Country, 2016 - 2019, USD Million
TABLE 23 North America Other Solution Type Customer Self-service Software Market by Country, 2020 - 2026, USD Million
TABLE 24 North America Customer Self-service Software Services Market by Country, 2016 - 2019, USD Million
TABLE 25 North America Customer Self-service Software Services Market by Country, 2020 - 2026, USD Million
TABLE 26 North America Customer Self-service Software Market by Services Type, 2016 - 2019, USD Million
TABLE 27 North America Customer Self-service Software Market by Services Type, 2020 - 2026, USD Million
TABLE 28 North America Professional Services Customer Self-service Software Market by Country, 2016 - 2019, USD Million
TABLE 29 North America Professional Services Customer Self-service Software Market by Country, 2020 - 2026, USD Million
TABLE 30 North America Managed Services Customer Self-service Software Market by Country, 2016 - 2019, USD Million
TABLE 31 North America Managed Services Customer Self-service Software Market by Country, 2020 - 2026, USD Million
TABLE 32 North America Customer Self-service Software Market by Deployment Type, 2016 - 2019, USD Million
TABLE 33 North America Customer Self-service Software Market by Deployment Type, 2020 - 2026, USD Million
TABLE 34 North America Cloud Customer Self-service Software Market by Country, 2016 - 2019, USD Million
TABLE 35 North America Cloud Customer Self-service Software Market by Country, 2020 - 2026, USD Million
TABLE 36 North America On-premise Customer Self-service Software Market by Country, 2016 - 2019, USD Million
TABLE 37 North America On-premise Customer Self-service Software Market by Country, 2020 - 2026, USD Million
TABLE 38 North America Customer Self-service Software Market by End User, 2016 - 2019, USD Million
TABLE 39 North America Customer Self-service Software Market by End User, 2020 - 2026, USD Million
TABLE 40 North America BFSI Customer Self-service Software Market by Country, 2016 - 2019, USD Million
TABLE 41 North America BFSI Customer Self-service Software Market by Country, 2020 - 2026, USD Million
TABLE 42 North America Retail and Consumer Goods Customer Self-service Software Market by Country, 2016 - 2019, USD Million
TABLE 43 North America Retail and Consumer Goods Customer Self-service Software Market by Country, 2020 - 2026, USD Million
TABLE 44 North America Government & Defense Customer Self-service Software Market by Country, 2016 - 2019, USD Million
TABLE 45 North America Government & Defense Customer Self-service Software Market by Country, 2020 - 2026, USD Million
TABLE 46 North America Healthcare Customer Self-service Software Market by Country, 2016 - 2019, USD Million
TABLE 47 North America Healthcare Customer Self-service Software Market by Country, 2020 - 2026, USD Million
TABLE 48 North America Telecom & IT Customer Self-service Software Market by Country, 2016 - 2019, USD Million
TABLE 49 North America Telecom & IT Customer Self-service Software Market by Country, 2020 - 2026, USD Million
TABLE 50 North America Manufacturing Customer Self-service Software Market by Country, 2016 - 2019, USD Million
TABLE 51 North America Manufacturing Customer Self-service Software Market by Country, 2020 - 2026, USD Million
TABLE 52 North America Others Customer Self-service Software Market by Country, 2016 - 2019, USD Million
TABLE 53 North America Others Customer Self-service Software Market by Country, 2020 - 2026, USD Million
TABLE 54 North America Customer Self-service Software Market by Country, 2016 - 2019, USD Million
TABLE 55 North America Customer Self-service Software Market by Country, 2020 - 2026, USD Million
TABLE 56 US Customer Self-service Software Market, 2016 - 2019, USD Million
TABLE 57 US Customer Self-service Software Market, 2020 - 2026, USD Million
TABLE 58 US Customer Self-service Software Market by Component, 2016 - 2019, USD Million
TABLE 59 US Customer Self-service Software Market by Component, 2020 - 2026, USD Million
TABLE 60 US Customer Self-service Software Market by Solution Type, 2016 - 2019, USD Million
TABLE 61 US Customer Self-service Software Market by Solution Type, 2020 - 2026, USD Million
TABLE 62 US Customer Self-service Software Market by Services Type, 2016 - 2019, USD Million
TABLE 63 US Customer Self-service Software Market by Services Type, 2020 - 2026, USD Million
TABLE 64 US Customer Self-service Software Market by Deployment Type, 2016 - 2019, USD Million
TABLE 65 US Customer Self-service Software Market by Deployment Type, 2020 - 2026, USD Million
TABLE 66 US Customer Self-service Software Market by End User, 2016 - 2019, USD Million
TABLE 67 US Customer Self-service Software Market by End User, 2020 - 2026, USD Million
TABLE 68 Canada Customer Self-service Software Market, 2016 - 2019, USD Million
TABLE 69 Canada Customer Self-service Software Market, 2020 - 2026, USD Million
TABLE 70 Canada Customer Self-service Software Market by Component, 2016 - 2019, USD Million
TABLE 71 Canada Customer Self-service Software Market by Component, 2020 - 2026, USD Million
TABLE 72 Canada Customer Self-service Software Market by Solution Type, 2016 - 2019, USD Million
TABLE 73 Canada Customer Self-service Software Market by Solution Type, 2020 - 2026, USD Million
TABLE 74 Canada Customer Self-service Software Market by Services Type, 2016 - 2019, USD Million
TABLE 75 Canada Customer Self-service Software Market by Services Type, 2020 - 2026, USD Million
TABLE 76 Canada Customer Self-service Software Market by Deployment Type, 2016 - 2019, USD Million
TABLE 77 Canada Customer Self-service Software Market by Deployment Type, 2020 - 2026, USD Million
TABLE 78 Canada Customer Self-service Software Market by End User, 2016 - 2019, USD Million
TABLE 79 Canada Customer Self-service Software Market by End User, 2020 - 2026, USD Million
TABLE 80 Mexico Customer Self-service Software Market, 2016 - 2019, USD Million
TABLE 81 Mexico Customer Self-service Software Market, 2020 - 2026, USD Million
TABLE 82 Mexico Customer Self-service Software Market by Component, 2016 - 2019, USD Million
TABLE 83 Mexico Customer Self-service Software Market by Component, 2020 - 2026, USD Million
TABLE 84 Mexico Customer Self-service Software Market by Solution Type, 2016 - 2019, USD Million
TABLE 85 Mexico Customer Self-service Software Market by Solution Type, 2020 - 2026, USD Million
TABLE 86 Mexico Customer Self-service Software Market by Services Type, 2016 - 2019, USD Million
TABLE 87 Mexico Customer Self-service Software Market by Services Type, 2020 - 2026, USD Million
TABLE 88 Mexico Customer Self-service Software Market by Deployment Type, 2016 - 2019, USD Million
TABLE 89 Mexico Customer Self-service Software Market by Deployment Type, 2020 - 2026, USD Million
TABLE 90 Mexico Customer Self-service Software Market by End User, 2016 - 2019, USD Million
TABLE 91 Mexico Customer Self-service Software Market by End User, 2020 - 2026, USD Million
TABLE 92 Rest of North America Customer Self-service Software Market, 2016 - 2019, USD Million
TABLE 93 Rest of North America Customer Self-service Software Market, 2020 - 2026, USD Million
TABLE 94 Rest of North America Customer Self-service Software Market by Component, 2016 - 2019, USD Million
TABLE 95 Rest of North America Customer Self-service Software Market by Component, 2020 - 2026, USD Million
TABLE 96 Rest of North America Customer Self-service Software Market by Solution Type, 2016 - 2019, USD Million
TABLE 97 Rest of North America Customer Self-service Software Market by Solution Type, 2020 - 2026, USD Million
TABLE 98 Rest of North America Customer Self-service Software Market by Services Type, 2016 - 2019, USD Million
TABLE 99 Rest of North America Customer Self-service Software Market by Services Type, 2020 - 2026, USD Million
TABLE 100 Rest of North America Customer Self-service Software Market by Deployment Type, 2016 - 2019, USD Million
TABLE 101 Rest of North America Customer Self-service Software Market by Deployment Type, 2020 - 2026, USD Million
TABLE 102 Rest of North America Customer Self-service Software Market by End User, 2016 - 2019, USD Million
TABLE 103 Rest of North America Customer Self-service Software Market by End User, 2020 - 2026, USD Million
TABLE 104 key information – Microsoft Corporation
TABLE 105 Key Information – Nuance Communications, Inc.
TABLE 106 Key Information – Oracle Corporation
TABLE 107 Key Information – SAP SE
TABLE 108 Key Information –Salesforce.com, Inc.
TABLE 109 Key Information – Avaya Holdings Corporation
TABLE 110 Key information –Verint Systems, Inc.
TABLE 111 Key Information – Zendesk, Inc.
TABLE 112 Key information – BMC Software, Inc.
TABLE 113 Key Information – Aspect Software, Inc.
List of Figures
FIG 1 Methodology for the research
FIG 2 KBV Cardinal Matrix
FIG 3 Key Leading Strategies: Percentage Distribution (2016-2020)
FIG 4 Key Strategic Move: (Partnerships, Collaborations, and Agreements : 2017, Mar – 2020, Dec) Leading Players
FIG 5 Key Strategic Move: (Product Launches and Product Expansions : 2017, Apr – 2020, Oct) Leading Players
FIG 6 Recent strategies and developments: Microsoft Corporation
FIG 7 SWOT Analysis: Microsoft Corporation
FIG 8 Recent strategies and developments: Nuance Communications, Inc.
FIG 9 SWOT Analysis: Nuance Communications, inc.
FIG 10 SWOT analysis: Oracle Corporation
FIG 11 Recent strategies and developments: SAP SE
FIG 12 SWOT Analysis: SAP SE
FIG 13 Recent strategies and developments: Salesforce.com, Inc.
FIG 14 SWOT Analysis: Salesforce.com Inc.
FIG 15 Recent strategies and developments: Avaya Holdings Corporation
FIG 16 Recent strategies and developments: Verint Systems, Inc.
FIG 17 Recent strategies and developments: Zendesk, Inc.
FIG 18 Recent strategies and developments: BMC Software, Inc.
FIG 19 Recent strategies and developments: Aspect Software, Inc.