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全球客戶自助服務軟體市場：網路自助服務解決方案的採用率不斷提高，促進了市場成長

客戶自助服務軟體市場

客戶自助服務是一種線上支持，使最終用戶能夠使用軟體存取資料並執行日常任務，而無需現場客戶服務代表的指導。它們通常透過知識庫或自動化任務管理平台幫助使用者自己找到解決方案。他們有能力提供全天候支援和高效的數據存取。該軟體通常用於客戶關係管理系統和員工管理系統。這些客戶自助服務的成功通常取決於易於取得的數據的品質和數量。與現場客戶服務代表相比，它們的成本效益更高。該軟體廣泛應用於 BFSI、製造業、媒體和娛樂、IT 和電信等產業。

完整報告請見：  https://www.databridgemarketresearch.com/reports/global-customer-self-service-software-market

推動全球客戶自助服務軟體市場成長的一些因素包括：

  • 網路自助服務解決方案的普及率不斷上升：網路自助服務是一種電子幫助，經過專門設計，客戶和員工可以透過網路存取資訊和其他資料日常任務，而無需聯繫公司代表。它們通常透過網路入口網站完成，網路入口網站通常包含導航訊號和其他相關訊息，以幫助客戶快速通過設施。如今，許多企業和其他組織都採用網路自助服務解決方案，與電話或電子郵件服務相比，它們更有效率、更有效率

  • 日益需要發展更好的客戶關係：在商業中，維繫與客戶的關係非常重要，因為它可以幫助他們了解客戶並與他們建立深厚的關係。這將為他們提供機會了解客戶的需求和要求並提供更好的解決方案。為此，許多企業正在採用客戶關係管理系統。這些系統正在增強客戶服務，幫助企業接觸新客戶，增加客戶收入，增強產品的有效交叉銷售和追加銷售，並簡化銷售和行銷流程

全球客戶自助服務軟體市場根據部署類型分為雲端和本地；類型為解決方案和服務；垂直行業包括銀行、金融服務和保險 (BFSI)、製造業、零售和電子商務、教育、媒體和娛樂、IT 和電信、醫療保健和生命科學、運輸和物流、公用事業、政府和公共事業等

全球客戶自助服務軟體市場中的一些發布和收購包括：

  • 2018 年 3 月，Verint Systems Inc. 宣布推出其新的客戶自助服務功能，其中包括智慧虛擬助理 (IVA) 和開放、模組化人工智慧 (AI) 聊天機器人 Verint 智慧虛擬助理。此次發布的主要目的是為客戶提供簡化、現代化和自動化客戶參與的解決方案，包括跨語音和數位管道的強大的基於人工智慧的自助服務解決方案。這項新解決方案將幫助客戶獲得高品質的體驗並獲得更多信息

  • 2017 年 8 月，Medallia, Inc. 宣布對 Medallia Experience Cloud 進行更新，稱為 Admin Suite，這將有助於公司控制其客戶回饋計畫。 Admin Suite 意味著公司可以像使用他們最喜歡的線上調查工具一樣簡單地編寫調查，同時體驗商業級軟體的可靠性。透過這種方式，公司可以創建自己的調查和報告，但這些調查的答案也會與所有其他客戶資訊結合，從而一站式地了解客戶

“根據 Data Bridge Market Research 的數據，全球客戶自助服務軟體市場在 2019 年至 2026 年的預測期內將實現 18.38% 的健康複合年增長率”

目前在全球客戶自助服務軟體市場的主要競爭對手包括微軟、Nuance Communications Inc.、甲骨文、SAP SE、Salesforce.com Inc.、Aspect Software, Inc.、Avaya Inc.、BMC Software Inc.、Verint、Zendesk、Answerdash、Creative Virtual Ltd.、eGain、Verint. Inc.、Recursive Labs Inc.、Aptean、SolarWinds MSP Canada ULC 和 SolarWinds MSP UK Ltd.、Moxie Software Inc.、Sykes Enterprises Incorporated 等。

公司對提高客戶滿意度和忠誠度的需求不斷增長，推動市場的成長。商業智慧、人工智慧和大數據與 CSS 技術的日益融合也將對市場產生積極影響。中小型企業越來越多地採用自動化 CSS 軟體也是加速市場成長的另一個因素。這些因素為該市場的成長創造了新的機會。

瀏覽 ICT 相關報告@ https://www.databridgemarketresearch.com/report-category/information-and-communication-technolog

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