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Customer Self-service Software Market: How It Will Witness Substantial Growth In The Upcoming Years? : SWOT Analysis | Grand View Research, Inc.

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Customer Self-service Software Market: How It Will Witness Substantial Growth In The Upcoming Years? : SWOT Analysis | Grand View Research, Inc.

December 16
08:01 2020
Customer Self-service Software Market: How It Will Witness Substantial Growth In The Upcoming Years? : SWOT Analysis | Grand View Research, Inc.

Grand View Research, Inc. – Market Research And Consulting.
Customer Self-service Software Market Size, Share & Trends Analysis Report By Solution (Web Self-service, Social Media & Community Self-service), By Service, By Deployment, By End-use, By Region, And Segment Forecasts, 2020 – 2027

The global customer self-service software market size is expected to reach USD 32.19 billion by 2027, according to a new study by Grand View Research, Inc. It is anticipated to register a compound annual growth rate (CAGR) of 22.1% from 2020 to 2027. Efforts to enhance the level of customer satisfaction and encourage customer loyalty are anticipated to propel the market growth over the forecast period. The continued rollout of a large number of customer service touchpoints is also expected to contribute to market growth.

Enterprises have realized that understanding the changing consumer behavior can help them in enhancing their offerings. At the same time, both small and medium-sized enterprises and large enterprises have started adopting automated customer self-service software. This is opening opportunities for the market players to introduce innovative customer self-service software solutions integrated with the latest technologies, such as big data and Artificial Intelligence (AI).

The outbreak of the COVID-19 pandemic and the growing preference for working from home and maintaining social distancing are particularly prompting communications service providers to adopt self-service capabilities. Furthermore, customer service centers are confronting a sudden rise in call volumes as the pandemic continues to disrupt corporate operations, workplace schedules, and travel plans worldwide. The situation is particularly driving the need for AI-enabled self-service solutions.

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The growing preference for digital transactions to pay bills and for accessing 24-hour online support and other interactive online services through the internet shows no signs of abating. Hence, enterprises are scouting for self-service solutions that can ensure adequate flexibility while enhancing the speed and effectiveness of their customer support service. Prompt after-sales maintenance service is also emerging as a decisive factor for enterprises while selecting a vendor for procuring customer self-service software.

U.S. customer self-service software market size, by solution, 2016 - 2027 (USD Million)


Customer Self-service Software Market Report Highlights

  • The social media and community self-service segment is anticipated to register a considerable CAGR over the forecast period as organizations are rapidly switching to social media channels, which can potentially support communities and discussion forums, as part of the efforts to curb customer support costs
  • The managed services segment is expected to register a significant CAGR over the forecast period as managed services allow end-users to run their operations effectively and increase business intelligence.
  • The cloud segment is expected to register a significant CAGR over the forecast period as cloud deployment allows enterprises to save on the costs incurred on having a dedicated infrastructure to host on-premise solutions
  • The healthcare segment is expected to register a significant CAGR over the forecast period owing to the growing adoption of self-service apps that allow patients to schedule appointments, fill forms, update their profile, and pay bills
  • The Asia Pacific regional market is anticipated to register a significant CAGR over the forecast period in line with the increasing number of small & medium enterprises looking forward to implementing customer self-care applications


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Europe customer self-service software market share, by end use, 2019 (%)


Customer Self-service Software Market Segmentation

Grand View Research has segmented the global customer self-service software market based on solution, service, deployment, end-use, and region:

Customer Self-service Software Solution Outlook (Revenue, USD Million, 2016 – 2027)

  • Web Self-service
  • Mobile Self-service
  • Intelligent Virtual Assistants
  • Social Media & Community Self-service
  • Email Management
  • IVR & ITR
  • Others

Customer Self-service Software Service Outlook (Revenue, USD Million, 2016 – 2027)

  • Managed Services
  • Professional

Customer Self-service Software Deployment Outlook (Revenue, USD Million, 2016 – 2027)

  • Cloud
  • On-premise

Customer Self-service Software End-use Outlook (Revenue, USD Million, 2016 – 2027)

  • BFSI
  • Manufacturing
  • Retail & E-commerce
  • Media & Entertainment
  • IT & Telecommunication
  • Healthcare
  • Government
  • Others

Key Topic Covered

Chapter 1 Methodology and Scope
                 1.1 Research Methodology
                 1.2 Research Scope and Assumptions
                 1.3 List of Data Sources
Chapter 2 Executive Summary
                 2.1 Customer Self-service Software Market – Industry Snapshot & Key Buying Criteria, 2016 – 2027
                 2.2 Global Customer Self-service Software Market, 2016 – 2027
                      2.2.1 Global customer self-service software market, by region, 2016 – 2027
                      2.2.2 Global customer self-service software market, by solution, 2016 – 2027
                      2.2.3 Global customer self-service software market, by service, 2016 – 2027
                      2.2.4 Global customer self-service software market, by deployment, 2016 – 2027
                      2.2.5 Global customer self-service software market, by end use, 2016 – 2027
Chapter 3 Customer Self-service Software Market – Industry Outlook
                 3.1 Market Segmentation and Scope
                 3.2 Market Size and Growth Prospects
                 3.3 Customer Self-service Software Market – Value Chain Analysis
                      3.3.1 Vendor landscape
                 3.4 Customer Self-service Software Market Dynamics
                      3.4.1 Market driver analysis
                           3.4.1.1 Rising availability of customer service touchpoints
                           3.4.1.2 Integration of business intelligence, artificial intelligence with CSS technology to understand consumer behavior
                      3.4.2 Market challenge analysis
                           3.4.2.1 Lack of consumer awareness and complex user interface
                 3.5 Penetration and Growth Prospect Mapping
                 3.6 Customer Self-service Software Market – Key Company Market Share Analysis, 2019
                 3.7 Customer Self-service Software Market – Porter’s Five Forces Analysis
                 3.8 Customer Self-service Software Market – PESTEL Analysis
                 3.9 Impact of COVID-19 on Customer Self-service Software Market

Continue…

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https://www.grandviewresearch.com/industry-analysis/property-management-software-market

About Grand View Research

Grand View Research provides syndicated as well as customized research reports and consulting services on 46 industries across 25 major countries worldwide. This U.S.-based market research and consulting company is registered in California and headquartered in San Francisco. Comprising over 425 analysts and consultants, the company adds 1200+ market research reports to its extensive database each year. Supported by an interactive market intelligence platform, the team at Grand View Research guides Fortune 500 companies and prominent academic institutes in comprehending the global and regional business environment and carefully identifying future opportunities.

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Website: https://www.grandviewresearch.com/industry-analysis/customer-self-service-software-market

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