Customer Self Service Software Market 2020 | Intelligence Insights by Growth Rate, Industry Size, Industry Scope, Current Trends, Future Forecast to 2024

Customer Self Service Software

The “Customer Self Service Software Market” report provides a complete overview of the market trade scenario, size, segmentation, competition scenario, and others. It provides the perfect industry detailed description of the different products and service segments associated with the key players. Customer Self Service Software market report includes research methodology, value chain analysis, industry analysis by the power of suppliers and consumers. Customer Self Service Software market report also includes new upcoming technology of Customer Self Service Software Industry that will help to our clients.

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Market Overview:

  • The customer self-service software market has been valued at USD 5.95 billion in 2018 and is expected to grow at a CAGR of 20.94% during the forecast period (2019- 2024), to reach USD 18.12 billion by 2024. As customers expect faster services and access through multiple channels like the Internet and mobile phones, many companies have adopted self-service portals as a means to deliver instant information to users on multiple channels.
  • – The customer servicing involves queuing and routing technologies, customer relationship management (CRM) technologies, and workforce optimization technologies, the market for these services are mature, leading to vendors within each category looking to offer end-to-end solutions from each of these three software categories.
  • – Moreover, with companies outsourcing their customer services to multiple contact centers, the dependence on the human interface and high costs have augmented the burden on expenditures, while the quality of customer service has continued to drop. Thus, owing to the above-mentioned factors, coupled with the need to avoid excessive costs and reduce the customer churn rate, companies are striving to adopt CSS software.
  • – BFS industry is expected to be one of the biggest beneficiaries of these solutions, as the growth in Fintech startups, coupled with the digital customer mindset has increasingly contributed to the digitalization of banking systems across the world. Moreover, the most notable aspect of it is the incorporation of self-service, which is emerging as a new way of managing finances, connecting with financial institutions, among various others.
  • – The risks of theft, fraud, and losing a touch-point with the customer at the POS are expected to challenge the deployment of self-service solutions in the retail industry.

    Customer Self Service Software Market Covers Key Players:

  • Oracle Corporation
  • Salesforce.Com Inc.
  • SAP SE
  • Nuance Communications Inc.
  • BMC Software Inc.
  • Microsoft Corporation
  • Verint Systems Inc.

    Some Major Points Covered in Customer Self Service Software Market Report:

    • Introduction and Market Overview
    • Industry Chain Analysis
    • Market, by Type
    • Market, by Application
    • Production, Value ($) by Region (2014-2019)
    • Production, Consumption, Export, Import by Regions (2014-2019)
    • Market Status and SWOT Analysis by Regions
    • Competitive Landscape
    • Analysis and Forecast by Type and Application
    • Analysis and Forecast by Region
    • New Project Feasibility Analysis
    • Research Finding and Conclusion

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    Scope of the Report:

  • Customer self-service (CSS) software enable users to secure answers to their inquiries, through an automated interview, instead of traditional search approaches. The software also allows companies to address customer support needs in an on-demand fashion. Self-service solutions have evolved into a user-centric platform approach, which enables an anywhere anytime access model with data integration from multiple sources supported through an open architecture. The scope of the market covers the solutions and services offered by various vendors of the market.

    Key Market Trends:

    Cloud Based Deployment to Hold a Major Share of the Customer Self-Service Software Market

    – The main advantage of deploying cloud-based solutions is the shift of the cost and burden of on-premise software to the hosting provider/vendor, leveraging the hardware and networks from the vendor’s economies of scale.
    – Further, these solutions also reduce in-house storage costs that are incurred due to on-premise solutions which would require a large number of data centers to store and process the data required for analysis.
    – This is particularly advantageous to small organizations that can gain a competitive edge using the latest search, analytics, or review software without the difficulties of supporting it, while eliminating the middleman, thus achieving cost reduction without sacrificing defensibility. All these factors have been instrumental in driving the adoption of cloud-based CSS software.
    – According to Cisco, the global cloud traffic growth is increasing since 2015 from 3.5 zettabytes to 14.1 zettabytes expected in 2020. The major reason is the rapid cloud deployment across the globe which will lead to 92 % of the traffic will be handled by cloud account only.
    – Moreover, depending upon the need of the businesses, the organization can deploy from public, private hybrid & community cloud which all have different features catering to different needs.

    North America Contributes to Maximum Market Share

    – North America is the largest market share and dominates the customer self-service software market due to the rising social media penetration, presence of the significant self-service software vendors, and higher cloud-based deployment of self-service solutions.
    – The increasing penetration of web self-service solutions and mobile among consumers is also estimated to encourage the growth of the North America market in the next few years. Also, the presence of several leading customer self-service software players is anticipated to supplement the development of the market.

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    Detailed TOC of Customer Self Service Software Market Report 2020-2024:

    1.1 Study Deliverables
    1.2 Study Assumptions
    1.3 Scope of the Study



    4.1 Market Overview
    4.2 Industry Value Chain Analysis
    4.3 Industry Attractiveness – Porter’s Five Force Analysis
    4.3.1 Bargaining Power of Suppliers
    4.3.2 Bargaining Power of Buyers/Consumers
    4.3.3 Threat of New Entrants
    4.3.4 Threat of Substitute Products
    4.3.5 Intensity of Competitive Rivalry
    4.4 Introduction to Market Drivers and Restraints
    4.5 Market Drivers
    4.5.1 Increased Penetration of Cloud Services
    4.5.2 Growing Demand for Network Security and Privacy
    4.6 Market Restraints
    4.6.1 Evolving Market Regulations
    4.7 Opportunities
    4.7.1 Emergence of SD-WAN

    5.1 By Deployment
    5.1.1 Cloud
    5.1.2 On-premise
    5.2 By Offering
    5.2.1 Solution Web-based Mobile-based
    5.2.2 Service
    5.3 By End User
    5.3.1 BFSI
    5.3.2 Healthcare
    5.3.3 Retail
    5.3.4 Government
    5.3.5 IT and Telecommunication
    5.3.6 Other End Users
    5.4 Geography
    5.4.1 North America
    5.4.2 Europe
    5.4.3 Asia-Pacific
    5.4.4 Latin America
    5.4.5 Middle East & Africa

    6.1 Company Profiles
    6.1.1 Oracle Corporation
    6.1.2 Salesforce.Com Inc.
    6.1.3 SAP SE
    6.1.4 Nuance Communications Inc.
    6.1.5 BMC Software Inc.
    6.1.6 Microsoft Corporation
    6.1.7 Verint Systems Inc.




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