Customer Self-Service Software Market
Global Customer Self-Service Software Market Size, Share & Trends Analysis Report by Deployment (Cloud-Based and On-Premises), by Type (Solutions and Services), and by Application (BFSI, Aerospace & Defense, Healthcare, Retail & E-Commerce, Education, IT & Telecommunication, Transportation & Logistics, Government & Public, and Others) Forecast Period (2022-2028)
The global customer self-service software market is anticipated to grow at a significant CAGR of 21.8% during the forecast period. Chatbots have become the focal point of business communications as messaging, and social media networks have grown in popularity. An increasing number of companies are adopting digital transformation to modernize consumer communication and enhance internal processes. The companies are using chatbots to enhance customer satisfaction and provide 24*7 customer services that interact with customers and address their questions. Thus, the increasing adoption of chatbots via players is propelling the growth of the market during the forecast period across the globe. For instance, in August 2021, Bharat Petroleum Corp. Ltd. (BPCL), launched Urja, a virtual assistant with AI/NLP (Artificial Intelligence/Natural Language Processing) capabilities and trained on more than 600 use cases. To make BPCL’s customer interface comprehensive and integrated digitally, Urja, the chatbot is now available on the company website for any B2B and B2C queries.
Impact of COVID-19 Pandemic on Global Customer Self-Service Software Market
The impact of the COVID-19 pandemic on customer behavior was immediate and widespread across all industries. Expectations have heightened as priorities have shifted to health and safety first, which have in turn changed the decision-making and buying behavior of the consumers. To be consistently successful, companies deployed various approaches to engage and interact with potential and existing customers. The impact of COVID-19 led to the subsequent lockdown, which has further accelerated the adoption of these technologies such as virtual assistants and interactive voice responses in almost every company. Further, the increasing customer expectations along with the demand for establishing loyalty requires delivering consistent, engaging experiences aligned with brand values.
Segmental Outlook
The global customer self-service software market is segmented based on deployment, type, and application. Based on the deployment, the market is segmented into cloud and on-premises. Based on the type, the market is sub-segmented into solutions and services. The solutions segment is further segmented into web self-service, mobile self-service, intelligent virtual assistants, social media and community self-service, interactive voice response and interactive text response, and others. The services segment includes consulting services, integration and deployment services, and training & support services. Based on the application, the market is further augmented into the BFSI, aerospace & defense, healthcare, retail & e-commerce, education, IT & telecommunication, transportation & logistics, government & public, and others. The above-mentioned segments can be customized as per the requirements. Among the solutions segment, mobile self-service is expected to hold a considerable share in the market over the forecast period, as it allows customers to view the self-service portal on mobile devices. Self-service mobile devices enable customers to experience direct and indirect interactions with service companies.
Global Customer Self-Service Software Market Share By Type, 2021 (%)
The Solution Segment is Expected to hold the Significant Share in the Global Customer Self-Service Software Market
Among the solution segments, the interactive voice response is expected to hold a significant share in the market during the forecast period. Well-designed IVR can often provide the same quality service as a well-trained call center representative. The perception of quality is all about personalized service. IVR systems that tap into customer data make each incoming call a quality customer experience. Companies are adopting IVR services for their customers to provide automated self-service, faster access service, and easy menu options. For instance, in July 2021, the National Payments Corp. of India (NPCI), which has developed key digital payments railroads such as the Unified Payments Interface, Fastag, and Aadhaar Enabled Payment System (AePS), is now testing a voice-based payments service for feature phone users in low connectivity zones.
Regional Outlooks
The global customer self-service software market is further segmented based on geography including North America (the US, and Canada), Europe (Italy, Spain, Germany, France, and Others), Asia-Pacific (India, China, Japan, South Korea, and Others), and the Rest of the World (the Middle East & Africa, and Latin America). The market can be analyzed for a particular region or country level as per the requirement. The North American region is expected to hold a prominent share in the market during the forecast period. Well-developed infrastructure along with the presence of several customer self-service software vendors is a major factor that is propelling the growth of the region.
Global Customer Self-Service Software Market Growth, by Region 2022-2028
The Asia-Pacific Region is Expected to Grow at a Considerable CAGR in the Market Globally
Among all regions, the Asia-Pacific region is expected to grow considerably over the forecast period globally. The growing penetration of social media channels among the youth with the increasing adoption of smartphones in the region is driving the growth of the market. According to the India Brand Equity Foundation (IBEF), in 2020, the number of internet users in urban areas was estimated at 323 million, accounting for 67% of India’s urban population, while registering double growth as compared to rural areas. Moreover, digital adoption in rural areas of the country registered an increase of 13%, recording 299 million internet users in 2020, accounting for 31% of the country’s rural population.
Market Players Outlook
The major companies serving the global customer self-service software market include Avaya, Inc., Freshdesk, Inc., Genesys Cloud Services, Inc., IBM Corp., Microsoft Corp., Nuance Communications, Inc., Oracle Corp., SAP SE, Salesforce.Com, Inc., Zendesk, Inc., and others. The market players are considerably contributing to the market growth by the adoption of various strategies including mergers and acquisitions, partnerships, collaborations, funding, and new product launches, to stay competitive in the market. For instance, in November 2020, Zendesk, Inc. expanded its existing capabilities to its service-first CRM solutions that support companies providing real-time support across messaging channels on the web, social, and mobile. A key enabler of these capabilities is a strategic partnership among WhatsApp, that empowers companies to immediately engage with customers, share information, and respond to questions across WhatsApp, and Facebook’s other messaging services on Messenger, and Instagram.
The Report Covers
- Market value data analysis of 2021 and forecast to 2028.
- Annualized market revenues ($ million) for each market segment.
- Country-wise analysis of major geographical regions.
- Key companies operating in the global customer self-service software market. Based on the availability of data, information related to new product launches, and relevant news is also available in the report.
- Analysis of business strategies by identifying the key market segments positioned for strong growth in the future.
- Analysis of market-entry and market expansion strategies.
- Competitive strategies by identifying ‘who-stands-where’ in the market.
1. Report Summary
• Current Industry Analysis and Growth Potential Outlook
• Impact of COVID-19 on the Global Customer Self-Service Software Market
• Recovery Scenario of Global Customer Self-Service Software Market
1.1. Research Methods and Tools
1.2. Market Breakdown
1.2.1. By Segments
1.2.2. By Region
2. Market Overview and Insights
2.1. Scope of the Report
2.2. Analyst Insight & Current Market Trends
2.2.1. Key Findings
2.2.2. Recommendations
2.2.3. Conclusion
3. Competitive Landscape
3.1. Key Company Analysis
3.1.1. Overview
3.1.2. Financial Analysis
3.1.3. SWOT Analysis
3.1.4. Recent Developments
3.2. Key Strategy Analysis
3.3. Impact of COVID-19 on Key Players
4. Market Segmentation
4.1. Global Customer Self-Service Software Market by Deployment
4.1.1. Cloud -Based
4.1.2. On-Premises
4.2. Global Customer Self-Service Software Market by Type
4.2.1. Solutions
4.2.1.1. Web Self-Service
4.2.1.2. Mobile Self-Service
4.2.1.3. Intelligent Virtual Assistants
4.2.1.4. Social Media and Community Self-Service
4.2.1.5. Interactive Voice Response and Interactive Text Response
4.2.1.6. Others (E-Mail Management)
4.2.2. Services
4.2.2.1. Consulting Services
4.2.2.2. Integration and Deployment Services
4.2.2.3. Training and Support Services
4.3. Global Customer Self-Service Software Market by Application
4.3.1. BFSI
4.3.2. Aerospace & Defense
4.3.3. Healthcare
4.3.4. Retail & E-Commerce
4.3.5. Education
4.3.6. IT & Telecommunication
4.3.7. Transportation & Logistics
4.3.8. Government & Public
4.3.9. Others (Media & Entertainment, Manufacturing, & Automotive)
5. Regional Analysis
5.1. North America
5.1.1. United States
5.1.2. Canada
5.2. Europe
5.2.1. UK
5.2.2. Germany
5.2.3. Italy
5.2.4. Spain
5.2.5. France
5.2.6. Rest of Europe
5.3. Asia-Pacific
5.3.1. China
5.3.2. India
5.3.3. Japan
5.3.4. South Korea
5.3.5. Rest of Asia-Pacific
5.4. Rest of the World
6. Company Profiles
6.1. Alvaria, Inc.
6.2. Aptean
6.3. Avaya, Inc.
6.4. BMC Software, Inc.
6.5. Creative Virtual Ltd.
6.6. eGain Corp.
6.7. Freshdesk, Inc.
6.8. Genesys Cloud services, Inc.
6.9. HappyFox, Inc.
6.10. IBM Corp.
6.11. Inbenta Holdinngs, Inc.
6.12. Microsoft Corp.
6.13. Nuance Communications, Inc.
6.14. Oracle Corp.
6.15. Recursive Labs, Inc.
6.16. SAP SE
6.17. Salesforce.Com, Inc.
6.18. Unblu, Inc.
6.19. Verint Systems, Inc.
6.20. Zendesk, Inc.
1. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT, 2021-2028 ($ MILLION)
2. GLOBAL CLOUD-BASED CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
3. GLOBAL ON-PREMISES CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
4. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY TYPE, 2021-2028 ($ MILLION)
5. GLOBAL SOLUTIONS FOR CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
6. GLOBAL SERVICES FOR CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
7. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY APPLICATION, 2021-2028 ($ MILLION)
8. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR BFSI MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
9. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR AEROSPACE & DEFENSE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
10. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR HEALTHCARE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
11. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR RETAIL & E-COMMERCE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
12. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR EDUCATION MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
13. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR IT & TELECOMMUNICATION MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
14. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR TRANSPORTATION & LOGISTICS MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
15. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR GOVERNMENT & PUBLIC MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
16. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR OTHER APPLICATIONS MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
17. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY GEOGRAPHY, 2021-2028 ($ MILLION)
18. NORTH AMERICAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2021-2028 ($ MILLION)
19. NORTH AMERICAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT, 2021-2028 ($ MILLION)
20. NORTH AMERICAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY TYPE, 2021-2028 ($ MILLION)
21. NORTH AMERICAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY APPLICATION, 2021-2028 ($ MILLION)
22. EUROPEAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2021-2028 ($ MILLION)
23. EUROPEAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT, 2021-2028 ($ MILLION)
24. EUROPEAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY TYPE, 2021-2028 ($ MILLION)
25. EUROPEAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY APPLICATION, 2021-2028 ($ MILLION)
26. ASIA-PACIFIC CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2021-2028 ($ MILLION)
27. ASIA-PACIFIC CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT, 2021-2028 ($ MILLION)
28. ASIA-PACIFIC CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY TYPE, 2021-2028 ($ MILLION)
29. ASIA-PACIFIC CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY APPLICATION, 2021-2028 ($ MILLION)
30. REST OF THE WORLD CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2021-2028 ($ MILLION)
31. REST OF THE WORLD CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT, 2021-2028 ($ MILLION)
32. REST OF THE WORLD CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY TYPE, 2021-2028 ($ MILLION)
33. REST OF THE WORLD CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY APPLICATION, 2021-2028 ($ MILLION)
1. IMPACT OF COVID-19 ON GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET, 2021-2028 ($ MILLION)
2. IMPACT OF COVID-19 ON GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET BY SEGMENT, 2021-2028 ($ MILLION)
3. RECOVERY OF GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET, 2022-2028 (%)
4. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY DEPLOYMENT, 2021 VS 2028 (%)
5. GLOBAL CLOUD-BASED CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
6. GLOBAL ON-PREMISES CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
7. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY TYPE, 2021 VS 2028 (%)
8. GLOBAL SOLUTIONS FOR CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
9. GLOBAL CUSTOMER WEB SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
10. GLOBAL CUSTOMER MOBILE SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
11. GLOBAL INTELLIGENT VIRTUAL ASSISTANTS CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
12. GLOBAL CUSTOMER SOCIAL MEDIA & COMMUNITY SELF SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
13. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE BY INTERACTIVE VOICE RESPONSE/INTERACTIVE TEXT RESPONSE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
14. GLOBAL OTHER SOLUTIONS FOR CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
15. GLOBAL SERVICES FOR CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
16. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE BY CONSULTING SERVICES MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
17. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE BY INTEGRATION & DEPLOYMENT SERVICES MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
18. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE BY TRAINING & SUPPORT SERVICES MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
19. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY APPLICATION, 2021 VS 2028 (%)
20. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR BFSI MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
21. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR AERSPACE & DEFENSE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
22. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR HEALTHCARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
23. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR RETAIL & E-COMMERCE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
24. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR EDUCATION MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
25. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR IT & TELECOMMUNICATION MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
26. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR TRANSPORTATION & LOGISTICS MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
27. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR GOVERNMENT & PUBLIC MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
28. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR OTHER MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
29. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
30. US CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
31. CANADA CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
32. UK CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
33. FRANCE CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
34. GERMANY CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
35. ITALY CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
36. SPAIN CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
37. REST OF EUROPE CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
38. INDIA CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
39. CHINA CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
40. JAPAN CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
41. SOUTH KOREA CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
42. REST OF ASIA-PACIFIC CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
43. REST OF THE WORLD CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
