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Customer Self-Service Software Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2021-2026

Market Overview:

The global customer self-service software market grew at a CAGR of around 11% during 2015-2020. Customer self-service (CSS) software refers to a user-centric technological solution to enable consumers to access information and perform tasks without the need for support representatives. CSS software includes various self-service channels, such as an automated task management platform to process and perform the tasks, interactive voice response systems, mobile applications, self-checkout systems. It also consists of a knowledge base to provide written and video tutorials to the user for troubleshooting the problem. The software operates on an on-demand model and can be accessed anywhere and at any time through automated interviews or chats. As a result, it finds extensive applications across various industries, including banking, financial services and insurance (BFSI), manufacturing, retail, information technology (IT), healthcare and media & entertainment.

Rapid digitization across industries, along with the growing requirement for effective web-based self-service solutions, represents one of the key factors creating a positive outlook for the market. Furthermore, the widespread adoption of CSS software by the retail industry is also fueling the market growth. These solutions enable retail enterprises to cater to the changing consumer requirements and raising satisfaction levels that increases customer retention. The software also aids in increasing the productivity and minimizing the overall operational costs for the organizations. Additionally, various technological advancements, such as the integration of the Internet of Things (IoT), artificial intelligence (AI), big data and cloud computing solutions with the CSS software, are acting as other growth-inducing factors. These technologies are used by organizations for operating chatbots and automated functions to reduce customer churn out rate and gain a competitive edge. Looking forward, IMARC Group expects the global customer self-service software market to exhibit strong growth during the next five years.

Key Market Segmentation:

IMARC Group provides an analysis of the key trends in each sub-segment of the global customer self-service software market report, along with forecasts for growth at the global, regional and country level from 2021-2026. Our report has categorized the market based on region, solution, service, deployment and end use.

Breakup by Solution:

  • Web Self-Service
  • Mobile Self-Service
  • Intelligent Virtual Assistants
  • Social Media and Community Self-Service
  • Email Management
  • IVR and ITR
  • Others
     

Breakup by Service:

  • Professional Service
  • Managed Service
     

Breakup by Deployment:

  • Cloud-based
  • On-premises
     

Breakup by End Use:

  • BFSI
  • Manufacturing
  • Retail and E-commerce
  • Media and Entertainment
  • IT and Telecommunication
  • Healthcare
  • Government
  • Others
     

Breakup by Region:

  • North America
    • United States
    • Canada
  • Asia Pacific
    • China
    • Japan
    • India
    • South Korea
    • Australia
    • Indonesia
    • Others
  • Europe
    • Germany
    • France
    • United Kingdom
    • Italy
    • Spain
    • Russia
    • Others
  • Latin America
    • Brazil
    • Mexico
    • Others
  • Middle East and Africa
     

Competitive Landscape:

The competitive landscape of the industry has also been examined along with the profiles of the key players being Aspect Software Inc., Avaya Inc., BMC Software Inc., HappyFox Inc., Microsoft Corporation, Nuance Communications Inc., Oracle Corporation, Salesforce.Com Inc., SAP SE, Verint Systems Inc., Zappix Inc, Zendesk Inc. and Zoho Corporation Pvt. Ltd.

Key Questions Answered in This Report:

  • How has the global customer self-service software market performed so far and how will it perform in the coming years?
  • What has been the impact of COVID-19 on the global customer self-service software market?
  • What are the key regional markets?
  • What is the breakup of the market based on the solution?
  • What is the breakup of the market based on the service?
  • What is the breakup of the market based on the deployment?
  • What is the breakup of the market based on the end use?
  • What are the various stages in the value chain of the industry?
  • What are the key driving factors and challenges in the industry?
  • What is the structure of the global customer self-service software market and who are the key players?
  • What is the degree of competition in the industry?

1   Preface
2   Scope and Methodology

    2.1   Objectives of the Study
    2.2   Stakeholders
    2.3   Data Sources
        2.3.1   Primary Sources
        2.3.2   Secondary Sources
    2.4   Market Estimation
        2.4.1   Bottom-Up Approach
        2.4.2   Top-Down Approach
    2.5   Forecasting Methodology
3   Executive Summary
4   Introduction

    4.1   Overview
    4.2   Key Industry Trends
5   Global Customer Self-Service Software Market
    5.1   Market Overview
    5.2   Market Performance
    5.3   Impact of COVID-19
    5.4   Market Forecast
6   Market Breakup by Solution
    6.1   Web Self-Service
        6.1.1 Market Trends
        6.1.2 Market Forecast
    6.2   Mobile Self-Service
        6.2.1 Market Trends
        6.2.2 Market Forecast
    6.3   Intelligent Virtual Assistants
        6.3.1 Market Trends
        6.3.2 Market Forecast
    6.4   Social Media and Community Self-Service
        6.4.1 Market Trends
        6.4.2 Market Forecast
    6.5   Email Management
        6.5.1 Market Trends
        6.5.2 Market Forecast
    6.6   IVR and ITR
        6.6.1 Market Trends
        6.6.2 Market Forecast
    6.7   Others
        6.7.1 Market Trends
        6.7.2 Market Forecast
7   Market Breakup by Service
    7.1   Professional Service
        7.1.1 Market Trends
        7.1.2 Market Forecast
    7.2   Managed Service
        7.2.1 Market Trends
        7.2.2 Market Forecast
8   Market Breakup by Deployment
    8.1   Cloud-based
        8.1.1 Market Trends
        8.1.2 Market Forecast
    8.2   On-premises
        8.2.1 Market Trends
        8.2.2 Market Forecast
9   Market Breakup by End Use
    9.1   BFSI
        9.1.1 Market Trends
        9.1.2 Market Forecast
    9.2   Manufacturing
        9.2.1 Market Trends
        9.2.2 Market Forecast
    9.3   Retail and E-commerce
        9.3.1 Market Trends
        9.3.2 Market Forecast
    9.4   Media and Entertainment
        9.4.1 Market Trends
        9.4.2 Market Forecast
    9.5   IT and Telecommunication
        9.5.1 Market Trends
        9.5.2 Market Forecast
    9.6   Healthcare
        9.6.1 Market Trends
        9.6.2 Market Forecast
    9.7   Government
        9.7.1 Market Trends
        9.7.2 Market Forecast
    9.8   Others
        9.8.1 Market Trends
        9.8.2 Market Forecast
10   Market Breakup by Region
    10.1   North America
        10.1.1   United States
            10.1.1.1 Market Trends
            10.1.1.2 Market Forecast
        10.1.2   Canada
            10.1.2.1 Market Trends
            10.1.2.2 Market Forecast
    10.2   Asia Pacific
        10.2.1   China
            10.2.1.1 Market Trends
            10.2.1.2 Market Forecast
        10.2.2   Japan
            10.2.2.1 Market Trends
            10.2.2.2 Market Forecast
        10.2.3   India
            10.2.3.1 Market Trends
            10.2.3.2 Market Forecast
        10.2.4   South Korea
            10.2.4.1 Market Trends
            10.2.4.2 Market Forecast
        10.2.5   Australia
            10.2.5.1 Market Trends
            10.2.5.2 Market Forecast
        10.2.6   Indonesia
            10.2.6.1 Market Trends
            10.2.6.2 Market Forecast
        10.2.7   Others
            10.2.7.1 Market Trends
            10.2.7.2 Market Forecast
    10.3   Europe
        10.3.1   Germany
            10.3.1.1 Market Trends
            10.3.1.2 Market Forecast
        10.3.2   France
            10.3.2.1 Market Trends
            10.3.2.2 Market Forecast
        10.3.3   United Kingdom
            10.3.3.1 Market Trends
            10.3.3.2 Market Forecast
        10.3.4   Italy
            10.3.4.1 Market Trends
            10.3.4.2 Market Forecast
        10.3.5   Spain
            10.3.5.1 Market Trends
            10.3.5.2 Market Forecast
        10.3.6   Russia
            10.3.6.1 Market Trends
            10.3.6.2 Market Forecast
        10.3.7   Others
            10.3.7.1 Market Trends
            10.3.7.2 Market Forecast
    10.4   Latin America
        10.4.1   Brazil
            10.4.1.1 Market Trends
            10.4.1.2 Market Forecast
        10.4.2   Mexico
            10.4.2.1 Market Trends
            10.4.2.2 Market Forecast
        10.4.3   Others
            10.4.3.1 Market Trends
            10.4.3.2 Market Forecast
    10.5   Middle East and Africa
        10.5.1 Market Trends
        10.5.2 Market Breakup by Country
        10.5.3 Market Forecast
11   SWOT Analysis
    11.1   Overview
    11.2   Strengths
    11.3   Weaknesses
    11.4   Opportunities
    11.5   Threats
12   Value Chain Analysis
13   Porters Five Forces Analysis

    13.1   Overview
    13.2   Bargaining Power of Buyers
    13.3   Bargaining Power of Suppliers
    13.4   Degree of Competition
    13.5   Threat of New Entrants
    13.6   Threat of Substitutes
14   Competitive Landscape
    14.1   Market Structure
    14.2   Key Players
    14.3   Profiles of Key Players
        14.3.1   Aspect Software Inc.
            14.3.1.1 Company Overview
            14.3.1.2 Product Portfolio
        14.3.2   Avaya Inc.
            14.3.2.1 Company Overview
            14.3.2.2 Product Portfolio
        14.3.3   BMC Software Inc.
            14.3.3.1 Company Overview
            14.3.3.2 Product Portfolio
            14.3.3.3 Financials
        14.3.4   HappyFox Inc.
            14.3.4.1 Company Overview
            14.3.4.2 Product Portfolio
        14.3.5   Microsoft Corporation
            14.3.5.1 Company Overview
            14.3.5.2 Product Portfolio
            14.3.5.3 Financials
            14.3.5.4 SWOT Analysis
        14.3.6   Nuance Communications Inc.
            14.3.6.1 Company Overview
            14.3.6.2 Product Portfolio
            14.3.6.3 Financials
            14.3.6.4 SWOT Analysis
        14.3.7   Oracle Corporation
            14.3.7.1 Company Overview
            14.3.7.2 Product Portfolio
            14.3.7.3 Financials
            14.3.7.4 SWOT Analysis
        14.3.8   Salesforce.Com Inc.
            14.3.8.1 Company Overview
            14.3.8.2 Product Portfolio
            14.3.8.3 Financials
            14.3.8.4 SWOT Analysis
        14.3.9   SAP SE
            14.3.9.1 Company Overview
            14.3.9.2 Product Portfolio
            14.3.9.3 Financials
            14.3.9.4 SWOT Analysis
        14.3.10   Verint Systems Inc.
            14.3.10.1 Company Overview
            14.3.10.2 Product Portfolio
            14.3.10.3 Financials
            14.3.10.4 SWOT Analysis
        14.3.11   Zappix Inc
            14.3.11.1 Company Overview
            14.3.11.2 Product Portfolio
        14.3.12   Zendesk Inc.
            14.3.12.1 Company Overview
            14.3.12.2 Product Portfolio
            14.3.12.3 Financials
        14.3.13   Zoho Corporation Pvt. Ltd
            14.3.13.1 Company Overview
            14.3.13.2 Product Portfolio

List of Figures

Figure 1: Global: Customer Self-service Software Market: Major Drivers and Challenges
Figure 2: Global: Customer Self-service Software Market: Sales Value (in Billion US$), 2015-2020
Figure 3: Global: Customer Self-service Software Market Forecast: Sales Value (in Billion US$), 2021-2026
Figure 4: Global: Customer Self-service Software Market: Breakup by Solution (in %), 2020
Figure 5: Global: Customer Self-service Software Market: Breakup by Service (in %), 2020
Figure 6: Global: Customer Self-service Software Market: Breakup by Deployment (in %), 2020
Figure 7: Global: Customer Self-service Software Market: Breakup by End Use (in %), 2020
Figure 8: Global: Customer Self-service Software Market: Breakup by Region (in %), 2020
Figure 9: Global: Customer Self-service Software (Web Self-Service) Market: Sales Value (in Million US$), 2015 and 2020
Figure 10: Global: Customer Self-service Software (Web Self-Service) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 11: Global: Customer Self-service Software (Mobile Self-Service) Market: Sales Value (in Million US$), 2015 and 2020
Figure 12: Global: Customer Self-service Software (Mobile Self-Service) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 13: Global: Customer Self-service Software (Intelligent Virtual Assistants) Market: Sales Value (in Million US$), 2015 and 2020
Figure 14: Global: Customer Self-service Software (Intelligent Virtual Assistants) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 15: Global: Customer Self-service Software (Social Media and Community Self-Service) Market: Sales Value (in Million US$), 2015 and 2020
Figure 16: Global: Customer Self-service Software (Social Media and Community Self-Service) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 17: Global: Customer Self-service Software (Email Management) Market: Sales Value (in Million US$), 2015 and 2020
Figure 18: Global: Customer Self-service Software (Email Management) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 19: Global: Customer Self-service Software (IVR and ITR) Market: Sales Value (in Million US$), 2015 and 2020
Figure 20: Global: Customer Self-service Software (IVR and ITR) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 21: Global: Customer Self-service Software (Other Solutions) Market: Sales Value (in Million US$), 2015 and 2020
Figure 22: Global: Customer Self-service Software (Other Solutions) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 23: Global: Customer Self-service Software (Professional Service) Market: Sales Value (in Million US$), 2015 and 2020
Figure 24: Global: Customer Self-service Software (Professional Service) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 25: Global: Customer Self-service Software (Managed Service) Market: Sales Value (in Million US$), 2015 and 2020
Figure 26: Global: Customer Self-service Software (Managed Service) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 27: Global: Customer Self-service Software (Cloud-based) Market: Sales Value (in Million US$), 2015 and 2020
Figure 28: Global: Customer Self-service Software (Cloud-based) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 29: Global: Customer Self-service Software (On-premises) Market: Sales Value (in Million US$), 2015 and 2020
Figure 30: Global: Customer Self-service Software (On-premises) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 31: Global: Customer Self-service Software (BFSI) Market: Sales Value (in Million US$), 2015 and 2020
Figure 32: Global: Customer Self-service Software (BFSI) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 33: Global: Customer Self-service Software (Manufacturing) Market: Sales Value (in Million US$), 2015 and 2020
Figure 34: Global: Customer Self-service Software (Manufacturing) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 35: Global: Customer Self-service Software (Retail and E-commerce) Market: Sales Value (in Million US$), 2015 and 2020
Figure 36: Global: Customer Self-service Software (Retail and E-commerce) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 37: Global: Customer Self-service Software (Media and Entertainment) Market: Sales Value (in Million US$), 2015 and 2020
Figure 38: Global: Customer Self-service Software (Media and Entertainment) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 39: Global: Customer Self-service Software (IT and Telecommunication) Market: Sales Value (in Million US$), 2015 and 2020
Figure 40: Global: Customer Self-service Software (IT and Telecommunication) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 41: Global: Customer Self-service Software (Healthcare) Market: Sales Value (in Million US$), 2015 and 2020
Figure 42: Global: Customer Self-service Software (Healthcare) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 43: Global: Customer Self-service Software (Government) Market: Sales Value (in Million US$), 2015 and 2020
Figure 44: Global: Customer Self-service Software (Government) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 45: Global: Customer Self-service Software (Other End Use Sectors) Market: Sales Value (in Million US$), 2015 and 2020
Figure 46: Global: Customer Self-service Software (Other End Use Sectors) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 47: North America: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 48: North America: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 49: United States: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 50: United States: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 51: Canada: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 52: Canada: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 53: Asia Pacific: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 54: Asia Pacific: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 55: China: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 56: China: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 57: Japan: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 58: Japan: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 59: India: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 60: India: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 61: South Korea: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 62: South Korea: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 63: Australia: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 64: Australia: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 65: Indonesia: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 66: Indonesia: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 67: Others: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 68: Others: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 69: Europe: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 70: Europe: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 71: Germany: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 72: Germany: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 73: France: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 74: France: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 75: United Kingdom: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 76: United Kingdom: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 77: Italy: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 78: Italy: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 79: Spain: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 80: Spain: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 81: Russia: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 82: Russia: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 83: Others: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 84: Others: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 85: Latin America: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 86: Latin America: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 87: Brazil: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 88: Brazil: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 89: Mexico: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 90: Mexico: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 91: Others: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 92: Others: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 93: Middle East and Africa: Customer Self-service Software Market: Sales Value (in Million US$), 2015 and 2020
Figure 94: Middle East and Africa: Customer Self-service Software Market: Breakup by Country (in %), 2020
Figure 95: Middle East and Africa: Customer Self-service Software Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 96: Global: Customer Self-service Software Industry: SWOT Analysis
Figure 97: Global: Customer Self-service Software Industry: Value Chain Analysis
Figure 98: Global: Customer Self-service Software Industry: Porter’s Five Forces Analysis

List of Tables

Table 1: Global: Customer Self-service Software Market: Key Industry Highlights, 2020 and 2026
Table 2: Global: Customer Self-service Software Market Forecast: Breakup by Solution (in Million US$), 2021-2026
Table 3: Global: Customer Self-service Software Market Forecast: Breakup by Service (in Million US$), 2021-2026
Table 4: Global: Customer Self-service Software Market Forecast: Breakup by Deployment (in Million US$), 2021-2026
Table 5: Global: Customer Self-service Software Market Forecast: Breakup by End Use (in Million US$), 2021-2026
Table 6: Global: Customer Self-service Software Market Forecast: Breakup by Region (in Million US$), 2021-2026
Table 7: Global: Customer Self-service Software Market: Competitive Structure
Table 8: Global: Customer Self-service Software Market: Key Players

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