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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.
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:
Breakup by Service:
Breakup by Deployment:
Breakup by End Use:
Breakup by Region:
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.
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