Global Customer Self-Service Software Market - Industry Trends and Forecast to 2026

  • ICT
  • Upcoming Report
  • Aug 2019
  • Global
  • 350 Pages
  • No of Tables: 220
  • No of Figures: 60

Global Customer Self-Service Software Market By Deployment Type (Cloud, On-Premises), Type (Solutions, Services), Vertical (Banking, Financial Services & Insurance (BFSI), Manufacturing, Retail & E-Commerce, Education, Media & Entertainment, IT & Telecommunication, Healthcare & Life Sciences, Transportation & Logistics, Utilities, Government & Public, Others), Geography(North America, South America, Europe, Asia-Pacific, Middle East and Africa) - Industry Trends and Forecast to 2026

Market Analysis: Global Customer Self-Service Software Market

Global customer self-service software market is set to witness a healthy CAGR of 18.38% in the forecast period of 2019 to 2026. The report contains data of the base year 2018 and historic year 2017. This rise in the market can be attributed due to rising needs of delivering instant information among the companies and organizations to increase their operating efficiency and productivity.

Market Definition: Global Customer Self-Service Software Market

Customer self-service software gives the access to the information eliminating the need for the customer representatives. Various companies use it to increase their reach to the customers and provide them around the clock support when they needed. It enables companies to satisfy and retain their customers. It also allow customer to take fastest services across various channels of information. It is widely used in employee relationship management and customer relationship management. It helps to increase the revenue of the company by cutting down the major expenses and the cost

Market Drivers:

  • Rising penetration of web self-service solutions is driving the customer self-service market
  • Increasing needs to develop a better customer relationship will propel the market growth
  • Growing numbers of developers to have ventured into the area of specialty software products in the past few years is boosting the market
  • Increase in productivity and reduction of operational costs is a driver for this market

Market Restraints:

  • High cost in maintaining and developing the technology will restricts the market growth
  • Less adoption of CSS technologies among organizations and lack of awareness among the customers may restrict the growth of the market
  •  Increasing deployment of CSS tools is decreasing the personal engagement and interaction of companies with customers is restraining the market growth

Segmentation: Global Customer Self-Service Software Market

By Deployment Type

  • Cloud
  • On-Premises

By Type

  • Solutions

    • Web Self-Service
    • Mobile Self-Service
    • Intelligent virtual assistants
    • Social media
    • Email-management
    • Interactive Voice Response (IVR) and Interactive Text Response(ITR)
    • Others

  • Services

    • Professional Services
    • Managed Services

By Vertical

  • Banking, Financial Services and Insurance (BFSI)
  • Manufacturing
  • Retail and E-Commerce
  • Education
  • Media & Entertainment
  • IT and Telecommunication
  • Healthcare and Life Sciences
  • Transportation & Logistics
  • Utilities
  • Government and Public
  • Others

By Geography

  • North America

    • U.S.
    • Canada
    • Mexico

  • South America

    • Brazil
    • Argentina
    • Rest of South America

  • Europe

    • Germany
    • France
    • United Kingdom
    • Italy
    • Spain
    • Russia
    • Turkey
    • Belgium
    • Netherlands
    • Switzerland
    • Rest of Europe

  • Asia-Pacific

    • Japan
    • China
    • South Korea
    • India
    • Australia
    • Singapore
    • Malaysia
    • Indonesia
    • Thailand
    • Philippines
    • Rest of Asia-Pacific

  • Middle East and Africa

    • South Africa
    • Egypt
    • Saudi Arabia
    • United Arab Emirates
    • Israel
    • Rest of Middle East and Africa

Key Developments in the Market:

  • In March 2018, Mulesoft was acquired by Salesforce which was a major step towards the growth as it enabled customers to access their accounts, apps which enabled them to make faster decisions. It resulted in a good overall customer experiences as now they can work with more productivity due to fast availability of data     
  • In October 2017, Healthx Inc. promulgates its association with Oracle. Healthx Inc., a giant in cloud-based digital engagement solution in the market. These solution consist of various end to end solutions such as enrollment, membership management authorizations, value based payments, claims adjudication, digital self-service, digital payer/provider/patient collaboration which are all core administration capabilities of an organization which leads to increase their work productivity

Competitive Analysis

Global customer self-service software market is highly fragmented and the major players have used various strategies such as new product launches, expansions, agreements, joint ventures, partnerships, acquisitions, and others to increase their footprints in this market. The report includes market shares of customer self-service software market for Global, Europe, North America, Asia-Pacific, South America and Middle East and Africa.

Major Market Players

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., and Sykes Enterprises Incorporated among others.

Research Methodology: Global Customer Self-Service Software Market

Data collection and base year analysis is done using data collection modules with large sample sizes. The market data is analyzed and forecasted using market statistical and coherent models. Also market share analysis and key trend analysis are the major success factors in the market report. To know more please request an analyst call or can drop down your enquiry.

The key research methodology used by DBMR research team is data triangulation which involves data mining, analysis of the impact of data variables on the market, and primary (industry expert) validation. Apart from this, other data models include Vendor Positioning Grid, Market Time Line Analysis, Market Overview and Guide, Company Positioning Grid, Company Market Share Analysis, Standards of Measurement, Top to Bottom Analysis and Vendor Share Analysis. To know more about the research methodology, drop in an inquiry to speak to our industry experts.

Key Insights in the report:

  • Complete and distinct analysis of the market drivers and restraints
  • Key Market players involved in this industry
  • Detailed analysis of the Market Segmentation
  • Competitive analysis of the key players involved


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