Customer Self-service Software Market - Global Industry Analysis, Size, Share, Trends, Analysis, Growth, and Forecast 2017 - 2025

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Customer Self-service Software Market - Global Industry Analysis, Size, Share, Trends, Analysis, Growth, and Forecast 2017 - 2025

Status : August, 2020 | Technology & Media | PPT format

Report Digest


Global Customer Self-service Software Market: Snapshot

As enterprises focus more on improving customer satisfaction and retention, attempting to recover customers that often click on other webpages when the right answers are not found from partially completed forms, customer service contact points are coming to the rescue. Ranging from e-commerce companies to social media platforms to information portals, web-enabled self-service solutions are helping enterprises strengthen their customer service without having to entirely change an outdated customer service center infrastructure.

Making customers self-sufficient with the help of customer portals, web shops, and a knowledge base designed effectively for customers is one of the most convenient ways to improving customer satisfaction without having to employ more call center executives. The increased realization of the benefits of this approach is leading to the increased demand for customer self-service modules and the necessary software. The market is likely to expand at a promising pace in the next few years with demand expected to rise across a number of industries where round-the-clock customer service is the key to success.

The market is likely to benefit from the rise in the number of developers to have ventured into this area of specialty software products in the past few years. With the vast rise in options, other companies are focusing on the development of products with the most innovative and wide-ranging features. This, coupled with the increasing demand from across small- and medium-sized enterprises will prove to be beneficiary for the market in the next few years.

Global Customer Self-service Software Market: Overview 

The global market for customer self-service software is predicted to grow at a healthy pace throughout the forecast period. The rising need of companies to encourage their production capacities and reduce the cost of operations are some of the important factors that are expected to augment the global market in the near future. Moreover, the potential opportunities for growth through social media will act as a major growth factor in the next few years. 

Global Customer Self-service Software Market: Key Trends 

The rising presence of consumers to adopt the customer self-service software solutions to enhance the level of satisfaction and loyalty is one of the key factors projected to boost the growth of the global market in the coming few years. In addition, the rising availability of a large number of customer service touch points is likely to supplement the growth of the market in the coming years. 

On the flip side, the rising deployment of customer of self-service tools is expected to reduce the personal interaction and engagement of companies with customers. This is estimated to restrict the growth of the global customer self-service software market throughout the forecast period. Moreover, the low rate of adoption of customer self-service technologies among organizations and the lack of awareness regarding its benefits are predicted to hamper the growth of the overall market in the next few years. 

Global Customer Self-service Software Market: Market Potential 

Several large scale organization operating across the globe are making efforts to understand the consumer behavior in order to enhance their services. The integration of artificial intelligence, big data, and business intelligence with customer self-service software technologies is projected to generate promising opportunities for key players in the global market. Furthermore, the increasing adoption of automated customer self-service software across a large number of medium and small-sized enterprises across the globe is expected to encourage the market’s growth. 

However, the key players in the global market are expected to face several challenges in the coming years, which if not addressed are estimated to curtail the growth of the market in the near future. As a result, these players are focusing on technological glitches and complex user interfaces. In addition, the absence of skilled workforce to handle self-service portals is expected to curb the growth of the market in the forecast period. 

Global Customer Self-service Software Market: Regional Outlook 

The global market for customer self-service software has been divided on the basis of geography in order to offer a thorough overview of the regional segments. In the past few years, North America held a key share of the global market and is likely to remain in the leading position throughout the forecast period. The increasing penetration of web self-service solutions and mobile among consumers is estimated to encourage the growth of the North America market in the next few years. In addition, the presence of several leading customer self-service software players is anticipated to supplement the development of the market. 

On the other hand, the Asia Pacific market for customer self-service software is expected to experience a progressive growth in the next few years. The rising rate of adoption of customer self-service software solutions in order to fulfill the demands of the increasing customer base is anticipated to accelerate the growth of the Asia Pacific market in the coming few years. Moreover, the rising awareness among consumers concerning the advantages of customer self-service software is predicted to fuel the market’s growth in the near future. 

Global Customer Self-service Software Market: Competitive Analysis 

Some of the leading players operating in the customer self-service software market across the globe are Microsoft Corporation, Salesforce.Com, Inc., Aspect Software, Inc., Oracle Corporation, Zendesk, Inc., Verint Systems, Inc., SAP SE, Nuance Communications, Inc., Avaya, Inc., and BMC Software, Inc. The increasing level of competition in the market is likely to attract a large number of players to participate in the market and gain a competitive edge in the next few years.

The study presents a granular assessment and quantitative evaluation of:

  • Key growth factors and prominent trends
  • Size and share of key segments in overall market
  • Key challenges and winning imperatives
  • Factors shaping competitive landscape
  • Insights into how contours of market will change in coming years
  • Technological advances
  • New avenues and imminent investment pockets
  • Regulatory landscape shaping current and future strategies of companies

The region-wise assessment includes market dynamics in:

  • North America
  • Asia Pacific
  • Europe
  • Latin America
  • The Middle East and Africa

The study is prepared with the help of an extensive primary and secondary research. Primary research includes but not limited to interactions, interviews, surveys, and events. Opinions of policy makers and industry experts are carefully integrated into the insights to complement primary research. Volumes of secondary data gleaned through renowned paid sources, annual statements, reputed journals, and government documents offer insights into current dynamics and key evolution trajectories the market is likely to assume. The research employs various industry-wide analytics methods and well-established methodologies to ascertain the attractiveness of key segments. Further, it evaluates the lucrativeness of key regions and factors underlying their maturity. The insights notably include a detailed analysis of forces behind vendor differentiation and offers insight into investment-decision making by prominent players.

The report strives to enlighten businesses and industry stakeholders on multiple facets of the growth dynamic of the market, the key of which include answers to:

  • Which key factors will shape the competitive landscape?
  • Which trends will stimulate research and development activities in different geographies?
  • Which are the lucrative growth areas and what is the size of potential they are likely contribute to the overall market?
  • Which disruptions in market growth are likely to come with the new business models?
  • Which are some of the recent overhauls in policies that may change the course of the market significantly?
  • Which are the geographies that will form sizable sources of new streams to new and established players alike?
  • How are top players likely to realign their strategy to counter the forces of competition?
  • Which key strategies emerging players are likely to focus on to consolidate their position?
  • Which changes in end-user preferences might affect the status quo held by the leading players?
  • Which are some of the game-changing innovations influencing the projected share and revenue of the market and its segments?

Note: Utmost care has invariably been taken to present data and arrive at statistics at all the TMR Research reports. Meanwhile, some recent developments and new industry trends may take time to be included in the reports.