MRD

Customer Self-Service Software is expected to grow at a CAGR of 16.5% over period 2016 to 2021

Press Release   •   Feb 28, 2017 16:01 IST

Business of any size today realizes the value of serving customers well. Organizations have always adopted the self-service technology to reduce their manual operating task to enhance the overall customer satisfaction. Customer self-service software improves the communication between businesses and their customer, resulting the relationship more meaningful, relevant and personal. Customer expect instant services around the clock and with the least amount of friction; and thereby positively affecting the market of customer self-service software solutions. Customer self-service software tools are quick technology based resolution that offer type of service a majority of customers prefer. Also, it strengthens the customer base by not only helping them in finding answers but also presenting varied self-service content in an easy way to improve the user experience. The customer self-service software market is expected to reflect significant growth over the forecast period owing to increasing availability of various customer service touch points.

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The social media & community self-service solution is expected to reflect highest CAGR over the forecast period, owing to increasing use of social media websites and portals for understanding customer behaviour.The social media provides a platforms through which the business organizations can reach to their potential customers, create a better brand value, and also analyse customer behaviour related to their products and offerings.Currently, web self-service segment is expected to dominate the overall market.

Among services, professional services segment is expected to dominate the customer self –service market over the forecast period.This trend is attributed to increasing integration and implementation and deployment of customer self-service projects, thereby highest contribution in overall service market.

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Segments Covered:

The report segments the global customer self-service software market by deployment type, by service, by solution, by vertical, and by region. The deployment type includes cloud and on-premise. The service includes professional services and managed services. The solution includes email management,intelligent virtual assistants, IVR & ITR, mobile self-service, social media & community self-service, web self-service, and among others. The vertical includes BFSI, education, government & public, healthcare, IT, manufacturing, media & entertainment, retail & e-commerce, transportation & logistics, utilities, and among others.

Geographic Coverage and Analysis:

The report provides regional analysis covering geographies such as North America, Europe, Asia-Pacific, and Rest of the World. North America leads the global customer s elf-service software market followed by Europe and Asia-Pacific.The customer self-service software market in Asia-Pacific is projected to reflect highest CAGR over the forecast period. The attractiveness of the customer self-service software market in the Asia-Pacific region is result of increasing number of SMEs and large enterprises in the region are experiencing need to provide customer self-service to address and analyse heterogeneous customer base.

Companies Profiled:

The companies covered in the report include Aspect Software, Avaya, BMC Software, Microsoft Corporation, Nuance Communications, Oracle Corporation, Salesforce, SAP SE, and among others.

Report Highlights:

The report provides deep insights on demand forecasts, market trends and micro and macro indicators. In addition, this report provides insights on the factors that are driving and restraining the demand of customer self-service software globally as well as regionally. Moreover, IGR-Growth Matrix analysis given in the report brings an insight on the investment areas that existing or new market players can consider.The report provides insights into the market using analytical tools such as Porter’s five forces analysis and value chain analysis of customer self-service software. Moreover, the study highlights current market trends and provides forecast from 2016 to 2021. We also have highlighted future trends in the customer self-service software market that will impact the demand during the forecast period. Moreover, the competitive analysis given in each regional market brings an insight on the market share of the leading players. Additionally, the analysis highlights rise and fall in the market shares of the key players in the market. This report will help manufacturers, suppliers and distributors of the customer self-service software market to understand the present and future trends in this market and formulate their strategies accordingly.

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Table of Content

  • 1.Preface
  • 1.1Report Description
  • 1.2Research Methods
  • 1.3Research Approaches
  • 2.Executive Summary
  • 3.Global Customer Self-Service Software Market Overview
  • 3.1Introduction
  • 3.2Market Dynamics
  • 3.2.1Drivers
  • 3.2.2Restraints
  • 3.2.3Opportunities
  • 3.2.4Challenges
  • 3.3Porter’s Five Forces Analysis
  • 3.4IGR – Growth Matrix Analysis
  • 3.5Competitive Landscape in the Customer Self-Service Software Market
  • 3.6Value chain analysis and Strategic Benchmarking
  • 4.Global Customer Self-Service Software Market Analysis, by Deployment Type (USD Million) 2015 – 2021
  • 4.1Cloud
  • 4.2On-Premise
  • 5.Global Customer Self-Service Software Market Analysis, by Service (USD Million) 2015 – 2021
  • 5.1Professional Services
  • 5.2Managed Services
  • 6.Global Customer Self-Service Software Market Analysis, by Solution (USD Million) 2015 – 2021
  • 6.1Email Management
  • 6.2Intelligent Virtual Assistants
  • 6.3IVR & ITR
  • 6.4Mobile Self-Service
  • 6.5Social Media & Community Self-Service
  • 6.6Web Self-Service
  • 6.7Others
  • 7.Global Customer Self-Service Software Market Analysis, by Vertical (USD Million) 2015 – 2021
  • 7.1Banking, financial Services, and Insurance
  • 7.2Education
  • 7.3Government & Public
  • 7.4Healthcare
  • 7.5IT
  • 7.6Manufacturing
  • 7.7Media & Entertainment
  • 7.8Retail & E-Commerce
  • 7.9Transportation & Logistics
  • 7.10Utilities
  • 7.11Others
  • 8.Global Customer Self-Service Software Market Analysis, by Region (USD Million) 2015 – 2021
  • 8.1North America
  • 8.1.1North America Customer Self-Service Software Market by Deployment Type (USD Million)
  • 8.1.2North America Customer Self-Service Software Market by Service(USD Million)
  • 8.1.3North America Customer Self-Service Software Market by Solution (USD Million)
  • 8.1.4North America Customer Self-Service Software Market by Vertical (USD Million)
  • 8.2Europe
  • 8.2.1EuropeCustomerSelf-Service Software Market by Deployment Type(USD Million)
  • 8.2.2EuropeCustomerSelf-Service Software Market by Service (USD Million)
  • 8.2.3Europe Customer Self-Service Software Market by Solution (USD Million)
  • 8.2.4Europe Customer Self-Service Software Market by Vertical (USD Million)
  • 8.3Asia-Pacific
  • 8.3.1Asia-PacificCustomerSelf-Service Software Market by Deployment Type (USD Million)
  • 8.3.2Asia-PacificCustomerSelf-Service Software Market by Service (USD Million)
  • 8.3.3Asia-Pacific Customer Self-Service Software Market by Solution (USD Million)
  • 8.3.4Asia-Pacific Customer Self-Service Software Market by Vertical (USD Million)
  • 8.4Rest of the World (RoW)
  • 8.4.1RoWCustomer Self-Service Software Market by Deployment Type(USD Million)
  • 8.4.2RoWCustomer Self-Service Software Market by Service (USD Million)
  • 8.4.3RoW Customer Self-Service Software Market by Solution (USD Million)
  • 8.4.4RoW Customer Self-Service Software Market by Vertical (USD Million)
  • 9.Company Profiles
  • 9.1Aspect Software
  • 9.2Avaya
  • 9.3BMC Software
  • 9.4Microsoft Corporation
  • 9.5Nuance Communications
  • 9.6Oracle Corporation
  • 9.7Salesforce
  • 9.8SAP SE

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