The global customer self-service software market size is expected to reach USD 32.19 billion by 2027, according to a new study by Grand View Research, Inc. It is anticipated to register a compound annual growth rate (CAGR) of 22.1% from 2020 to 2027. Efforts to enhance the level of customer satisfaction and encourage customer loyalty are anticipated to propel the market growth over the forecast period. The continued rollout of a large number of customer service touchpoints is also expected to contribute to market growth.
Enterprises
have realized that understanding the changing consumer behavior can help them
in enhancing their offerings. At the same time, both small and medium-sized
enterprises and large enterprises have started adopting automated customer
self-service software. This is opening opportunities for the market players to
introduce innovative customer self-service software solutions integrated with
the latest technologies, such as big data and Artificial
Intelligence (AI).
The
outbreak of the COVID-19 pandemic and the growing preference for working from
home and maintaining social distancing are particularly prompting
communications service providers to adopt self-service capabilities.
Furthermore, customer service centers are confronting a sudden rise in call
volumes as the pandemic continues to disrupt corporate operations, workplace schedules,
and travel plans worldwide. The situation is particularly driving the need for
AI-enabled self-service solutions.
The
growing preference for digital transactions to pay bills and for accessing
24-hour online support and other interactive online services through the
internet shows no signs of abating. Hence, enterprises are scouting for
self-service solutions that can ensure adequate flexibility while enhancing the
speed and effectiveness of their customer support service. Prompt after-sales
maintenance service is also emerging as a decisive factor for enterprises while
selecting a vendor for procuring customer self-service software.
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Customer
Self-service Software Market Report Highlights
- The social
media and community self-service segment is anticipated to register a
considerable CAGR over the forecast period as organizations are rapidly
switching to social media channels, which can potentially support
communities and discussion forums, as part of the efforts to curb customer
support costs
- The managed
services segment is expected to register a significant CAGR over the
forecast period as managed services allow end-users to run their
operations effectively and increase business intelligence.
- The cloud
segment is expected to register a significant CAGR over the forecast
period as cloud deployment allows enterprises to save on the costs
incurred on having a dedicated infrastructure to host on-premise solutions
- The
healthcare segment is expected to register a significant CAGR over the
forecast period owing to the growing adoption of self-service apps that
allow patients to schedule appointments, fill forms, update their profile,
and pay bills
- The Asia
Pacific regional market is anticipated to register a significant CAGR over
the forecast period in line with the increasing number of small &
medium enterprises looking forward to implementing customer self-care
applications
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Customer
Self-service Software Market Segmentation
Grand View Research has
segmented the global customer self-service software market based on solution,
service, deployment, end-use, and region:
Customer
Self-service Software Solution Outlook (Revenue, USD Million, 2016 - 2027)
- Web Self-service
- Mobile Self-service
- Intelligent Virtual Assistants
- Social Media & Community Self-service
- Email Management
- IVR & ITR
- Others
Customer
Self-service Software Service Outlook (Revenue, USD Million, 2016 - 2027)
- Managed Services
- Professional
Customer
Self-service Software Deployment Outlook (Revenue, USD Million, 2016 - 2027)
- Cloud
- On-premise
Customer
Self-service Software End-use Outlook (Revenue, USD Million, 2016 - 2027)
- BFSI
- Manufacturing
- Retail & E-commerce
- Media & Entertainment
- IT & Telecommunication
- Healthcare
- Government
- Others
Customer
Self-service Software Regional Outlook (Revenue, USD Million, 2016 - 2027)
- North America
- U.S.
- Canada
- Europe
- U.K.
- Germany
- Asia Pacific
- China
- India
- Japan
- Latin America
- Brazil
- Middle East & Africa
List of Key
Players of the Customer Self-service Software Market
- Avaya Inc.
- BMC Software, Inc.
- HappyFox Inc.
- Microsoft Corporation
- Nuance Communications, Inc.
- Oracle Corporation
- Salesforce.Com, Inc.
- SAP SE
- Verint Systems, Inc.
- Zendesk, Inc.
About Grand View Research
Grand
View Research, Inc. is a U.S. based market research and consulting company,
registered in the State of California and headquartered in San Francisco. The
company provides syndicated research reports, customized research reports, and
consulting services. To help clients make informed business decisions, we offer
market intelligence studies ensuring relevant and fact-based research across a
range of industries, from technology to chemicals, materials and healthcare.
For more info visit @ https://www.grandviewresearch.com
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