Customer Self-service Software Market - Forecast(2024 - 2030)
Customer Self-service Software Market Overview
Customer
Self-service Software Market revenue is forecast to reach $18.3 billion by
2026, growing at a CAGR of 15.7% during 2021-2026. Organizations deliver instant information as part of the efforts to increase productivity
and operating efficiency is anticipated to drive the growth of the market. In
addition the eminent need to develop better relationships with customers and
enhance the level of customer experience to retain the existing customers and
attract new ones are some of the Customer Self-service Software market trends
which are expected to contribute to the growth. Further, the growing demand from
customers for efficient services through multiple touch points, such as
smartphones and the internet, is particularly expected to prompt enterprises to
adopt self-service portals. Furthermore growing demand for several self-service
solutions such as intelligent virtual assistants, email management, interactive
voice response, mobile self-service, support chat bot and others are analyzed
to drive the demand for Customer Self-service Software market outlook
in the forecast period 2021-2026.
Report Coverage
The
report: “Customer Self-service Software
Market Forecast (2021-2026)”, by IndustryARC covers an in-depth analysis of
the following segments of the Customer Self-service Software market.
By
Deployment Model: Cloud, On-premise.
By Services:
Managed Services, Professional.
By Solution: Web Self-service, Mobile Self-service, Intelligent
Virtual Assistants, Social Media & Community Self-service, Email
Management, IVR & ITR, Others.
By Industry
Vertical: BFSI, Manufacturing, Retail, E-commerce, Media &
Entertainment, IT & Telecommunication, Healthcare, Government, Others.
By
Geography: North America (US, Canada, Mexico), Europe (UK,
Germany, France, Italy, Spain, Others), APAC (Japan, China, South Korea, India,
Australia, Others), South America (Brazil, Argentina, Others), RoW (Africa,
Middle East).
Key Takeaways
- Factors such as advancements in digital technologies, growing popularity of social media and the rising demand for cloud-based deployment of self-service solutions is particularly driving the Customer Self-service Software market growth in North America.
- Cloud deployment is growing at a highest CAGR of 24.2% in the forecast period as it offers operational flexibility and real-time deployment to the companies compared to on-premises solutions. It also offers numerous benefits, including reduced operational costs, simple deployment process, and higher scalability in terms of connected resources.
- The rising demand for self-service platforms, such as ATMs, vending machines, and kiosks from financial institutions is creating significant opportunities for customer self-service software in BFSI sector.
- Customer Self-service Software companies are strengthening their position through mergers & acquisitions and continuously investing in research and development (R&D) activities to come up with solutions to cater to the changing requirements of customers.
Global Customer Self-service Software Market, By Region, 2020
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Customer Self-service Software Market Segment Analysis - By Deployment
In Customer Self-service Software Market Research, Cloud deployment is growing
at a highest CAGR of 17.8% in the forecast period as it offers operational
flexibility and real-time deployment to the companies compared to on-premises
solutions. It also offers numerous benefits, including reduced operational
costs, simple deployment process, and higher scalability in terms of connected
resources. The cloud-based customer self-service software comprise applications
with a set of multiple services that are compliant with the service-oriented
architecture and provide robust transformation processes to meet business
objectives. Additionally, the cost-effective cloud-based solutions ease
installation when compared to the on-premises solutions. Further organizations
are particularly under pressure to accommodate the sudden rise in call volumes
amid the outbreak of the COVID-19 pandemic and are hence deploying AI-based
virtual agents to assist their clients. Furthermore the highest level of data
security and reliability offered by the cloud deployment are increasing the
share of cloud deployment in the customer self-service software market in the
forecast period 2021-2026.
Customer Self-service Software Market Segment Analysis - By End User
Retail sector is analyzed to witness the
fastest growth in the global Customer Self-service Software market, with a CAGR
of 17.2% during 2021-2026. To provide a superior consumer experience, many
retailers have adopted self-service technologies to save the consumer time
spent in checkout queues. The recent trend of AI in the sector is also
developing space for technology. According to analytics firm Invoca, more than
45% of the US consumers trusted advice generated by AI technology in the retail
category, than any other type analyzed. Similarly, in May 2020, Walmart used
the first-ever AI-powered Self-Service Scales to its stores in China. Further
several companies have started provided advanced software. For instance US-based
Zappix offers cloud-based Digital Self-Service solutions that leverage the
speed of Visual IVR and the convenience of Robotic Process Automation (RPA) to
provide enhanced customer experiences. Similarly, in 2020, Zebra’s self-service
solutions allows to empower the guests with integrated applications for
in-store product locations and price checking, digital gift registries and
self-checkout kiosks. Hence these factors are analyzed to drive the Customer
Self-service Software market growth in the forecast period 2021-2026.
Customer Self-service Software Market Segment Analysis - By Geography
In Customer Self-service Software Market analysis, North America had
dominated the global Customer Self-service Software market share in 2020 with a
share of around 32.5% and is analyzed to maintain a significant growth during
2021-2026. Factors such as advancements in digital technologies, growing
popularity of social media and the rising demand for cloud-based deployment of
self-service solutions is particularly driving the growth of the regional
market. The strong enterprises in North America are making timely and informed
business decisions by accessing information in real-time is expected to drive
the demand for self-service solutions in the region. Further contact centers in
the region are responding to the situation by deploying AI-based and machine
learning-based self-service software to ensure automated support for their
customers. This is expected to open significant opportunities for the market in
the forecast period 2021-2026.
Customer Self-service Software Market Drivers
Growing adoption of self-service software in BFSI sector owing to digital banking strategies is analyzed to drive the market:
The
adoption of self-service solutions as part of the digital banking strategies
for managing finances is driving the demand for customer self-service software
in BFSI. The rising demand for self-service platforms, such as ATMs, vending
machines, and kiosks from financial institutions is creating significant
opportunities for customer self-service software in BFSI sector. Further in
recent times banking institutions are confronting a rapid change in the
industry landscape in line with the continued introduction of the latest
consumer technologies designed to help people in saving and investing money.
The growing preference for digital financial transactions and smart and
high-touch customer services coupled with the company’s focus on developing
self-service solutions that can cater to all such requirements are anticipated
to drive the growth of the BFSI. In 2019, Salesforce Inc., launched Einstein
Analytics, a customizable analytics solution that offers AI-enabled business
intelligence for retail bankers and wealth advisors. Hence these factors are
analyzed to drive the Customer Self-service Software Market Size in the forecast period 2021-2026.
Growing R&D and collaboration between companies is analysed to drive the market growth:
Customer self-service
software companies are investing aggressively in research and development
activities to develop new technologies and to upgrade the existing offerings.
For instance, Avaya Inc. invested $204 million in research and development
activities. Adding to this several companies are making collaborations and
acquisitions for advancements in this software. In 2019, SAP SE completed the
acquisition of Qualtrics International Inc., a provider of experience
management software to deliver employee, customer, and brand experiences to
businesses. Similarly, in August 2019, Salesforce.Com, Inc. acquired Tableau
Software, Inc., a provider of self-service analytics platforms to expand its
offerings in the self-service market. Hence these factors are analysed to drive
the market in the forecast period 2021-2026.
Customer Self-service Software Market Challenges
Lack of awareness and Security concerns are hampering the market growth:
Lack of
awareness among customers and employees toward the adoption of self-service
software is anticipated to restrain the growth of the market to a certain
extent. Vendors of self-service solutions often rely on various third parties
to provide data hosting services to their clients, which means any
interruptions in these services could affect the operations of the
organizations using the self-service solutions. Enterprises also deliberate
before investing in self-service solutions as any potential security breaches
in the information systems and servers of their third-party service providers,
which can put the confidential data of their customers at risk. Hence these
factors will hamper the Customer Self-service Software Market growth in the
forecast period 2021-2026.
Customer Self-service Software Market Landscape
Technology
launches, acquisitions, Partnerships and R&D activities are key strategies
adopted by players in the Customer Self-service
Software market. Customer Self-service Software top 10 companies include
- Avaya Inc.,
- BMC Software, Inc.,
- HappyFox Inc.
- Oracle Corporation
- Microsoft Corporation,
- Nuance Communications, Inc.
- Salesforce.Com, Inc.
- SAP SE
- Verint Systems Inc.
- Zendesk, Inc.
Acquisitions/Product Launches
- In January 2020, Accenture signed an agreement to acquire maihiro to create solutions for clients to innovate and transform marketing, sales and customer services.
- In December 2019, SAP partnered with Accenture to launch a multi-channel customer engagement platform to help utility companies to enhance their customer experience through multi-channels and self-service tools.
Relevant Report Titles:
Self-Service Kiosk Market:
Report Code: AIR 0060
Live Chat Software Market:
Report Code: ITR 51162
For more Information and Communications Technology Market reports, please click here
LIST OF TABLES
1.Global Customer Self-Service Software Market Analysis By Type Market 2023-2030 ($M)1.1 Solutions Market 2023-2030 ($M) - Global Industry Research
1.1.1 Web Self-Service Market 2023-2030 ($M)
1.1.2 Mobile Self-Service Market 2023-2030 ($M)
1.1.3 Intelligent Virtual Assistants Market 2023-2030 ($M)
1.1.4 Social Media & Community Self-Service Market 2023-2030 ($M)
1.1.5 E-Mail Management Market 2023-2030 ($M)
1.1.6 Interactive Voice Response & Interactive Text Response Market 2023-2030 ($M)
1.2 Services Market 2023-2030 ($M) - Global Industry Research
1.2.1 Professional Services Market 2023-2030 ($M)
1.2.2 Managed Services Market 2023-2030 ($M)
2.Global Customer Self-Service Software Market Analysis By Deployment Type Market 2023-2030 ($M)
2.1 Cloud Market 2023-2030 ($M) - Global Industry Research
2.2 On-Premises Market 2023-2030 ($M) - Global Industry Research
3.Global Customer Self-Service Software Market Analysis By Vertical Market 2023-2030 ($M)
3.1 Manufacturing Market 2023-2030 ($M) - Global Industry Research
3.2 Retail & E-Commerce Market 2023-2030 ($M) - Global Industry Research
3.3 Education Market 2023-2030 ($M) - Global Industry Research
3.4 Media & Entertainment Market 2023-2030 ($M) - Global Industry Research
3.5 IT & Telecommunication Market 2023-2030 ($M) - Global Industry Research
3.6 Healthcare & Life Sciences Market 2023-2030 ($M) - Global Industry Research
3.7 Transportation & Logistics Market 2023-2030 ($M) - Global Industry Research
3.8 Utilities Market 2023-2030 ($M) - Global Industry Research
3.9 Government & Public Market 2023-2030 ($M) - Global Industry Research
4.Global Customer Self-Service Software Market Analysis By Type Market 2023-2030 (Volume/Units)
4.1 Solutions Market 2023-2030 (Volume/Units) - Global Industry Research
4.1.1 Web Self-Service Market 2023-2030 (Volume/Units)
4.1.2 Mobile Self-Service Market 2023-2030 (Volume/Units)
4.1.3 Intelligent Virtual Assistants Market 2023-2030 (Volume/Units)
4.1.4 Social Media & Community Self-Service Market 2023-2030 (Volume/Units)
4.1.5 E-Mail Management Market 2023-2030 (Volume/Units)
4.1.6 Interactive Voice Response & Interactive Text Response Market 2023-2030 (Volume/Units)
4.2 Services Market 2023-2030 (Volume/Units) - Global Industry Research
4.2.1 Professional Services Market 2023-2030 (Volume/Units)
4.2.2 Managed Services Market 2023-2030 (Volume/Units)
5.Global Customer Self-Service Software Market Analysis By Deployment Type Market 2023-2030 (Volume/Units)
5.1 Cloud Market 2023-2030 (Volume/Units) - Global Industry Research
5.2 On-Premises Market 2023-2030 (Volume/Units) - Global Industry Research
6.Global Customer Self-Service Software Market Analysis By Vertical Market 2023-2030 (Volume/Units)
6.1 Manufacturing Market 2023-2030 (Volume/Units) - Global Industry Research
6.2 Retail & E-Commerce Market 2023-2030 (Volume/Units) - Global Industry Research
6.3 Education Market 2023-2030 (Volume/Units) - Global Industry Research
6.4 Media & Entertainment Market 2023-2030 (Volume/Units) - Global Industry Research
6.5 IT & Telecommunication Market 2023-2030 (Volume/Units) - Global Industry Research
6.6 Healthcare & Life Sciences Market 2023-2030 (Volume/Units) - Global Industry Research
6.7 Transportation & Logistics Market 2023-2030 (Volume/Units) - Global Industry Research
6.8 Utilities Market 2023-2030 (Volume/Units) - Global Industry Research
6.9 Government & Public Market 2023-2030 (Volume/Units) - Global Industry Research
7.North America Customer Self-Service Software Market Analysis By Type Market 2023-2030 ($M)
7.1 Solutions Market 2023-2030 ($M) - Regional Industry Research
7.1.1 Web Self-Service Market 2023-2030 ($M)
7.1.2 Mobile Self-Service Market 2023-2030 ($M)
7.1.3 Intelligent Virtual Assistants Market 2023-2030 ($M)
7.1.4 Social Media & Community Self-Service Market 2023-2030 ($M)
7.1.5 E-Mail Management Market 2023-2030 ($M)
7.1.6 Interactive Voice Response & Interactive Text Response Market 2023-2030 ($M)
7.2 Services Market 2023-2030 ($M) - Regional Industry Research
7.2.1 Professional Services Market 2023-2030 ($M)
7.2.2 Managed Services Market 2023-2030 ($M)
8.North America Customer Self-Service Software Market Analysis By Deployment Type Market 2023-2030 ($M)
8.1 Cloud Market 2023-2030 ($M) - Regional Industry Research
8.2 On-Premises Market 2023-2030 ($M) - Regional Industry Research
9.North America Customer Self-Service Software Market Analysis By Vertical Market 2023-2030 ($M)
9.1 Manufacturing Market 2023-2030 ($M) - Regional Industry Research
9.2 Retail & E-Commerce Market 2023-2030 ($M) - Regional Industry Research
9.3 Education Market 2023-2030 ($M) - Regional Industry Research
9.4 Media & Entertainment Market 2023-2030 ($M) - Regional Industry Research
9.5 IT & Telecommunication Market 2023-2030 ($M) - Regional Industry Research
9.6 Healthcare & Life Sciences Market 2023-2030 ($M) - Regional Industry Research
9.7 Transportation & Logistics Market 2023-2030 ($M) - Regional Industry Research
9.8 Utilities Market 2023-2030 ($M) - Regional Industry Research
9.9 Government & Public Market 2023-2030 ($M) - Regional Industry Research
10.South America Customer Self-Service Software Market Analysis By Type Market 2023-2030 ($M)
10.1 Solutions Market 2023-2030 ($M) - Regional Industry Research
10.1.1 Web Self-Service Market 2023-2030 ($M)
10.1.2 Mobile Self-Service Market 2023-2030 ($M)
10.1.3 Intelligent Virtual Assistants Market 2023-2030 ($M)
10.1.4 Social Media & Community Self-Service Market 2023-2030 ($M)
10.1.5 E-Mail Management Market 2023-2030 ($M)
10.1.6 Interactive Voice Response & Interactive Text Response Market 2023-2030 ($M)
10.2 Services Market 2023-2030 ($M) - Regional Industry Research
10.2.1 Professional Services Market 2023-2030 ($M)
10.2.2 Managed Services Market 2023-2030 ($M)
11.South America Customer Self-Service Software Market Analysis By Deployment Type Market 2023-2030 ($M)
11.1 Cloud Market 2023-2030 ($M) - Regional Industry Research
11.2 On-Premises Market 2023-2030 ($M) - Regional Industry Research
12.South America Customer Self-Service Software Market Analysis By Vertical Market 2023-2030 ($M)
12.1 Manufacturing Market 2023-2030 ($M) - Regional Industry Research
12.2 Retail & E-Commerce Market 2023-2030 ($M) - Regional Industry Research
12.3 Education Market 2023-2030 ($M) - Regional Industry Research
12.4 Media & Entertainment Market 2023-2030 ($M) - Regional Industry Research
12.5 IT & Telecommunication Market 2023-2030 ($M) - Regional Industry Research
12.6 Healthcare & Life Sciences Market 2023-2030 ($M) - Regional Industry Research
12.7 Transportation & Logistics Market 2023-2030 ($M) - Regional Industry Research
12.8 Utilities Market 2023-2030 ($M) - Regional Industry Research
12.9 Government & Public Market 2023-2030 ($M) - Regional Industry Research
13.Europe Customer Self-Service Software Market Analysis By Type Market 2023-2030 ($M)
13.1 Solutions Market 2023-2030 ($M) - Regional Industry Research
13.1.1 Web Self-Service Market 2023-2030 ($M)
13.1.2 Mobile Self-Service Market 2023-2030 ($M)
13.1.3 Intelligent Virtual Assistants Market 2023-2030 ($M)
13.1.4 Social Media & Community Self-Service Market 2023-2030 ($M)
13.1.5 E-Mail Management Market 2023-2030 ($M)
13.1.6 Interactive Voice Response & Interactive Text Response Market 2023-2030 ($M)
13.2 Services Market 2023-2030 ($M) - Regional Industry Research
13.2.1 Professional Services Market 2023-2030 ($M)
13.2.2 Managed Services Market 2023-2030 ($M)
14.Europe Customer Self-Service Software Market Analysis By Deployment Type Market 2023-2030 ($M)
14.1 Cloud Market 2023-2030 ($M) - Regional Industry Research
14.2 On-Premises Market 2023-2030 ($M) - Regional Industry Research
15.Europe Customer Self-Service Software Market Analysis By Vertical Market 2023-2030 ($M)
15.1 Manufacturing Market 2023-2030 ($M) - Regional Industry Research
15.2 Retail & E-Commerce Market 2023-2030 ($M) - Regional Industry Research
15.3 Education Market 2023-2030 ($M) - Regional Industry Research
15.4 Media & Entertainment Market 2023-2030 ($M) - Regional Industry Research
15.5 IT & Telecommunication Market 2023-2030 ($M) - Regional Industry Research
15.6 Healthcare & Life Sciences Market 2023-2030 ($M) - Regional Industry Research
15.7 Transportation & Logistics Market 2023-2030 ($M) - Regional Industry Research
15.8 Utilities Market 2023-2030 ($M) - Regional Industry Research
15.9 Government & Public Market 2023-2030 ($M) - Regional Industry Research
16.APAC Customer Self-Service Software Market Analysis By Type Market 2023-2030 ($M)
16.1 Solutions Market 2023-2030 ($M) - Regional Industry Research
16.1.1 Web Self-Service Market 2023-2030 ($M)
16.1.2 Mobile Self-Service Market 2023-2030 ($M)
16.1.3 Intelligent Virtual Assistants Market 2023-2030 ($M)
16.1.4 Social Media & Community Self-Service Market 2023-2030 ($M)
16.1.5 E-Mail Management Market 2023-2030 ($M)
16.1.6 Interactive Voice Response & Interactive Text Response Market 2023-2030 ($M)
16.2 Services Market 2023-2030 ($M) - Regional Industry Research
16.2.1 Professional Services Market 2023-2030 ($M)
16.2.2 Managed Services Market 2023-2030 ($M)
17.APAC Customer Self-Service Software Market Analysis By Deployment Type Market 2023-2030 ($M)
17.1 Cloud Market 2023-2030 ($M) - Regional Industry Research
17.2 On-Premises Market 2023-2030 ($M) - Regional Industry Research
18.APAC Customer Self-Service Software Market Analysis By Vertical Market 2023-2030 ($M)
18.1 Manufacturing Market 2023-2030 ($M) - Regional Industry Research
18.2 Retail & E-Commerce Market 2023-2030 ($M) - Regional Industry Research
18.3 Education Market 2023-2030 ($M) - Regional Industry Research
18.4 Media & Entertainment Market 2023-2030 ($M) - Regional Industry Research
18.5 IT & Telecommunication Market 2023-2030 ($M) - Regional Industry Research
18.6 Healthcare & Life Sciences Market 2023-2030 ($M) - Regional Industry Research
18.7 Transportation & Logistics Market 2023-2030 ($M) - Regional Industry Research
18.8 Utilities Market 2023-2030 ($M) - Regional Industry Research
18.9 Government & Public Market 2023-2030 ($M) - Regional Industry Research
19.MENA Customer Self-Service Software Market Analysis By Type Market 2023-2030 ($M)
19.1 Solutions Market 2023-2030 ($M) - Regional Industry Research
19.1.1 Web Self-Service Market 2023-2030 ($M)
19.1.2 Mobile Self-Service Market 2023-2030 ($M)
19.1.3 Intelligent Virtual Assistants Market 2023-2030 ($M)
19.1.4 Social Media & Community Self-Service Market 2023-2030 ($M)
19.1.5 E-Mail Management Market 2023-2030 ($M)
19.1.6 Interactive Voice Response & Interactive Text Response Market 2023-2030 ($M)
19.2 Services Market 2023-2030 ($M) - Regional Industry Research
19.2.1 Professional Services Market 2023-2030 ($M)
19.2.2 Managed Services Market 2023-2030 ($M)
20.MENA Customer Self-Service Software Market Analysis By Deployment Type Market 2023-2030 ($M)
20.1 Cloud Market 2023-2030 ($M) - Regional Industry Research
20.2 On-Premises Market 2023-2030 ($M) - Regional Industry Research
21.MENA Customer Self-Service Software Market Analysis By Vertical Market 2023-2030 ($M)
21.1 Manufacturing Market 2023-2030 ($M) - Regional Industry Research
21.2 Retail & E-Commerce Market 2023-2030 ($M) - Regional Industry Research
21.3 Education Market 2023-2030 ($M) - Regional Industry Research
21.4 Media & Entertainment Market 2023-2030 ($M) - Regional Industry Research
21.5 IT & Telecommunication Market 2023-2030 ($M) - Regional Industry Research
21.6 Healthcare & Life Sciences Market 2023-2030 ($M) - Regional Industry Research
21.7 Transportation & Logistics Market 2023-2030 ($M) - Regional Industry Research
21.8 Utilities Market 2023-2030 ($M) - Regional Industry Research
21.9 Government & Public Market 2023-2030 ($M) - Regional Industry Research
LIST OF FIGURES
1.US Customer Self-service Software Market Revenue, 2023-2030 ($M)2.Canada Customer Self-service Software Market Revenue, 2023-2030 ($M)
3.Mexico Customer Self-service Software Market Revenue, 2023-2030 ($M)
4.Brazil Customer Self-service Software Market Revenue, 2023-2030 ($M)
5.Argentina Customer Self-service Software Market Revenue, 2023-2030 ($M)
6.Peru Customer Self-service Software Market Revenue, 2023-2030 ($M)
7.Colombia Customer Self-service Software Market Revenue, 2023-2030 ($M)
8.Chile Customer Self-service Software Market Revenue, 2023-2030 ($M)
9.Rest of South America Customer Self-service Software Market Revenue, 2023-2030 ($M)
10.UK Customer Self-service Software Market Revenue, 2023-2030 ($M)
11.Germany Customer Self-service Software Market Revenue, 2023-2030 ($M)
12.France Customer Self-service Software Market Revenue, 2023-2030 ($M)
13.Italy Customer Self-service Software Market Revenue, 2023-2030 ($M)
14.Spain Customer Self-service Software Market Revenue, 2023-2030 ($M)
15.Rest of Europe Customer Self-service Software Market Revenue, 2023-2030 ($M)
16.China Customer Self-service Software Market Revenue, 2023-2030 ($M)
17.India Customer Self-service Software Market Revenue, 2023-2030 ($M)
18.Japan Customer Self-service Software Market Revenue, 2023-2030 ($M)
19.South Korea Customer Self-service Software Market Revenue, 2023-2030 ($M)
20.South Africa Customer Self-service Software Market Revenue, 2023-2030 ($M)
21.North America Customer Self-service Software By Application
22.South America Customer Self-service Software By Application
23.Europe Customer Self-service Software By Application
24.APAC Customer Self-service Software By Application
25.MENA Customer Self-service Software By Application
26.Microsoft Corporation, Sales /Revenue, 2015-2018 ($Mn/$Bn)
27.Oracle Corporation, Sales /Revenue, 2015-2018 ($Mn/$Bn)
28.SAP SE, Sales /Revenue, 2015-2018 ($Mn/$Bn)
29.Key Innovators, Sales /Revenue, 2015-2018 ($Mn/$Bn)