CUSTOMER SELF-SERVICE SOFTWARE:TRENDS ANALYSIS AND FORECASTS UP TO 2021
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 custom-
ers well. Organizations have always adopted the self-service
technology to reduce their manual operating task to enhance
the overall customer satisfaction. Customer self-service soft-
ware 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 pre-
senting varied self-service content in an easy way to improve
the user experience. The customer self-service software mar-
ket is expected to reflect significant growth over the forecast
period owing to increasing availability of various customer ser-
vice touch points.
The social media & community self-service solution is ex-
pected to reflect highest CAGR over the forecast period, owing
to increasing use of social media websites and portals for un-
derstanding 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 pro-
jects, 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 man-
aged services. The solution includes email management, intel-
ligent 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 cus-
tomer self-service software market in Asia-Pacific is projected
to reflect highest CAGR over the forecast period. The attrac-
tiveness 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 pro-
vide customer self-service to address and analyse heterogene-
ous customer base.
Companies Profiled: Aspect Software, Avaya, BMC Software,
Microsoft Corporation, Nuance Communications, Oracle Cor-
poration, Salesforce, SAP SE.
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