Customer self-service is a type of online support that enables end-users to use software to access data and conduct routine tasks without a live customer service representative's guidance. They helps the user to find the solution themselves usually through a knowledge base or automated task management platform. They have the ability to provide 24/7 support and efficient data access. This software is usually used in customer relationship management systems and employees management system. The success of these customer self-service usually depend upon the quality and quantity of data which is available easily. They are way more cost- effective as compared to the live customer service representative. This software is widely used in industries such as BFSI, manufacturing, media & entertainment, IT & Telecom, among others.
The global customer self-service software market is segmented on the basis of deployment type as cloud & on-premises; type as solutions &services; vertical as banking, financial services & insurance (BFSI), manufacturing, retail & e-commerce, education, media & entertainment, it & telecommunication, healthcare & life sciences, transportation & logistics, utilities, government & public, and others
“According to Data Bridge Market Research, global customer self-service software market is set to witness a healthy CAGR of 18.38% in the forecast period of 2019 to 2026”
Few of the major competitors currently working in global customer self-service software market are Microsoft, Nuance Communications Inc., Oracle, SAP SE, Salesforce.com Inc., Aspect Software, Inc., Avaya Inc., BMC Software Inc., Verint, Zendesk, Answerdash, Creative Virtual Ltd., eGain, Freshworks Inc., HappyFox Inc., Inbenta Technologies Inc., LogMeIn Inc., Unblu Inc., Recursive Labs Inc., Aptean, SolarWinds MSP Canada ULC and SolarWinds MSP UK Ltd., Moxie Software Inc., Sykes Enterprises Incorporated among others.
Rising demand of the companies to enhance customer satisfaction and loyalty level is driving the market growth. Increasing integration of business intelligence, artificial intelligence and big data with CSS technologies will also impact the market positively. Growing adoption of automated CSS software among small and medium sized enterprises also is another factor accelerating the market growth. These are some of the factors which are creating new opportunities for the growth of this market.
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Global Customer Self-Service Software Market - Industry Trends and Forecast to 2028