PUBLISHER: Orion Market Research | PRODUCT CODE: 1215596
PUBLISHER: Orion Market Research | PRODUCT CODE: 1215596
Customer Self-Service Software Market 2022-2028
Title:Global Customer Self-Service Software Market Size, Share & Trends Analysis Report by Deployment (Cloud-Based and On-Premises), by Type (Solutions and Services), and by Application (BFSI, Aerospace & Defense, Healthcare, Retail & E-Commerce, Education, IT & Telecommunication, Transportation & Logistics, Government & Public, and Others) Forecast Period (2022-2028).
The global customer self-service software market is anticipated to grow at a substantial CAGR of 21.8% during the forecast period. With the widespread adoption of knowledge bases, online communities, and Q&A sites, consumers can easily find their answers, anytime, anywhere. With the increasing penetration of self-service customer support via social media channels, companies are launching new solutions that are fueling the market growth over the forecast period. For instance, in April 2022, Nextdoor launched an updated ads platform to assist SMBs to connect with local communities. This new platform is designed to make it easier than ever for businesses to log in, create and launch a Nextdoor ad campaign, including simplified creation and performance stats, all in one place.
The global customer self-service software market is segmented based on deployment, type, and application. Based on the deployment, the market is segmented into cloud-based and on-premises. Based on the type, the market is sub-segmented into solutions and services. The solutions segment is further segmented into web self-service, mobile self-service, intelligent virtual assistants, social media and community self-service, interactive voice response and interactive text response, and others. The services segment includes consulting services, integration and deployment services, and training and support services. Based on the application, the market is further augmented into the BFSI, aerospace & defense, healthcare, retail & e-commerce, education, IT & telecommunication, transportation & logistics, government & public, and others. Among the application segment, the retail & e-commerce segment is expected to hold a considerable share in the market during the forecast period. Retailers are deploying new technologies to enhance customer experience (CX) and satisfaction. Hence, the growing adoption of self-service checkouts among retailers is expected to bolster segmental growth.
Geographically the global customer self-service software market is segmented into North America, Europe, Asia Pacific, and the Rest of the World. The North American region is expected to hold a prominent share in the market over the forecast period. Growing adoption of strategies such as product launches, partnerships, and others by market players to expand existing solutions and services. For instance, in January 2022, Nuance Communications expanded its partnership with Genesys, giving Genesys Cloud CX customers integrated access to Nuance Contact Center AI. The continuing acceleration of digital transformation means providing customers with a combination of advanced capabilities in a CCaaS mode.
The major companies serving the global customer self-service software market include Avaya, Inc., Freshdesk, Inc., Genesys Cloud Services, Inc., IBM Corp., Microsoft Corp., Nuance Communications, Inc., Oracle Corp., SAP SE, Salesforce.Com, Inc., Zendesk, Inc., and others. The market players are considerably contributing to the market growth by the adoption of various strategies including mergers and acquisitions, partnerships, collaborations, funding, and new product launches, to stay competitive in the market. For instance, in September 2020, Nuance Communications, Inc. and Rakuten Mobile, Inc. announced a strategic partnership to add Nuance Intelligent Engagement AI Services to the Rakuten Communications Platform (RCP). As a result, RCP becomes the first-ever mobile communications, cloud-native, and virtualized platform to have Nuance Conversational and built-in Engagement AI services.
Research Methodology
The market study of the global customer self-service software market is incorporated by extensive primary and secondary research conducted by the research team at OMR. Secondary research has been conducted to refine the available data to break down the market into various segments, and derive the total market size, market forecast, and growth rate. Different approaches have been worked on to derive the market value and market growth rate. Our team collects facts and data related to the market from different geography to provide a better regional outlook. In the report, the country-level analysis is provided by analyzing various regional players, regional tax laws and policies, consumer behavior, and macroeconomic factors. Numbers extracted from secondary research have been authenticated by conducting proper primary research. It includes tracking down key people from the industry and interviewing them to validate the data. This enables our analyst to derive the closest possible figures without any major deviations in the actual number. Our analysts try to contact as many executives, managers, key opinion leaders, and industry experts. Primary research brings authenticity to our reports.
Secondary Sources Include:
- Financial reports of companies involved in the market.
- Whitepapers, research papers, and news blogs.
- Company websites and their product catalog.
The report provides an in-depth analysis of the market size, and intended quality of the service preferred by consumers. The report will serve as a source for a 360-degree analysis of the market thoroughly integrating different models.
Market Segmentation
- Global Customer Self-Service Software Market Research and Analysis by Deployment.
- Global Customer Self-Service Software Market Research and Analysis by Type.
- Global Customer Self-Service Software Market Research and Analysis by Application.
The Report Covers:
- Comprehensive research methodology of the global customer self-service software market.
- This report also includes a detailed and extensive market overview with key analyst insights.
- An exhaustive analysis of macro and micro factors influencing the market guided by key recommendations.
- Analysis of regional regulations and other government policies impacting the global customer self-service software market.
- Insights about market determinants that are stimulating the global customer self-service software market.
- Detailed and extensive market segments with the regional distribution of forecasted revenues.
- Extensive profiles and recent developments of market players.
Table of Contents
1. Report Summary
- Current Industry Analysis and Growth Potential Outlook
- Impact of COVID-19 on the Global Customer Self-Service Software Market
- Recovery Scenario of Global Customer Self-Service Software Market
- 1.1. Research Methods and Tools
- 1.2. Market Breakdown
- 1.2.1. By Segments
- 1.2.2. By Region
2. Market Overview and Insights
- 2.1. Scope of the Report
- 2.2. Analyst Insight & Current Market Trends
- 2.2.1. Key Findings
- 2.2.2. Recommendations
- 2.2.3. Conclusion
3. Competitive Landscape
- 3.1. Key Company Analysis
- 3.1.1. Overview
- 3.1.2. Financial Analysis
- 3.1.3. SWOT Analysis
- 3.1.4. Recent Developments
- 3.2. Key Strategy Analysis
- 3.3. Impact of COVID-19 on Key Players
4. Market Segmentation
- 4.1. Global Customer Self-Service Software Market by Deployment
- 4.1.1. Cloud -Based
- 4.1.2. On-Premises
- 4.2. Global Customer Self-Service Software Market by Type
- 4.2.1. Solutions
- 4.2.1.1. Web Self-Service
- 4.2.1.2. Mobile Self-Service
- 4.2.1.3. Intelligent Virtual Assistants
- 4.2.1.4. Social Media and Community Self-Service
- 4.2.1.5. Interactive Voice Response and Interactive Text Response
- 4.2.1.6. Others (E-Mail Management)
- 4.2.2. Services
- 4.2.2.1. Consulting Services
- 4.2.2.2. Integration and Deployment Services
- 4.2.2.3. Training and Support Services
- 4.2.1. Solutions
- 4.3. Global Customer Self-Service Software Market by Application
- 4.3.1. BFSI
- 4.3.2. Aerospace & Defense
- 4.3.3. Healthcare
- 4.3.4. Retail & E-Commerce
- 4.3.5. Education
- 4.3.6. IT & Telecommunication
- 4.3.7. Transportation & Logistics
- 4.3.8. Government & Public
- 4.3.9. Others (Media & Entertainment, Manufacturing, & Automotive)
5. Regional Analysis
- 5.1. North America
- 5.1.1. United States
- 5.1.2. Canada
- 5.2. Europe
- 5.2.1. UK
- 5.2.2. Germany
- 5.2.3. Italy
- 5.2.4. Spain
- 5.2.5. France
- 5.2.6. Rest of Europe
- 5.3. Asia-Pacific
- 5.3.1. China
- 5.3.2. India
- 5.3.3. Japan
- 5.3.4. South Korea
- 5.3.5. Rest of Asia-Pacific
- 5.4. Rest of the World
6. Company Profiles
- 6.1. Alvaria, Inc.
- 6.2. Aptean
- 6.3. Avaya, Inc.
- 6.4. BMC Software, Inc.
- 6.5. Creative Virtual Ltd.
- 6.6. eGain Corp.
- 6.7. Freshdesk, Inc.
- 6.8. Genesys Cloud services, Inc.
- 6.9. HappyFox, Inc.
- 6.10. IBM Corp.
- 6.11. Inbenta Holdinngs, Inc.
- 6.12. Microsoft Corp.
- 6.13. Nuance Communications, Inc.
- 6.14. Oracle Corp.
- 6.15. Recursive Labs, Inc.
- 6.16. SAP SE
- 6.17. Salesforce.Com, Inc.
- 6.18. Unblu, Inc.
- 6.19. Verint Systems, Inc.
- 6.20. Zendesk, Inc.
LIST OF TABLES
- 1. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT, 2021-2028 ($ MILLION)
- 2. GLOBAL CLOUD-BASED CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
- 3. GLOBAL ON-PREMISES CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
- 4. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY TYPE, 2021-2028 ($ MILLION)
- 5. GLOBAL SOLUTIONS FOR CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
- 6. GLOBAL SERVICES FOR CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
- 7. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY APPLICATION, 2021-2028 ($ MILLION)
- 8. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR BFSI MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
- 9. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR AEROSPACE & DEFENSE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
- 10. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR HEALTHCARE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
- 11. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR RETAIL & E-COMMERCE MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
- 12. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR EDUCATION MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
- 13. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR IT & TELECOMMUNICATION MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
- 14. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR TRANSPORTATION & LOGISTICS MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
- 15. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR GOVERNMENT & PUBLIC MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
- 16. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR OTHER APPLICATIONS MARKET RESEARCH AND ANALYSIS BY REGION, 2021-2028 ($ MILLION)
- 17. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY GEOGRAPHY, 2021-2028 ($ MILLION)
- 18. NORTH AMERICAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2021-2028 ($ MILLION)
- 19. NORTH AMERICAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT, 2021-2028 ($ MILLION)
- 20. NORTH AMERICAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY TYPE, 2021-2028 ($ MILLION)
- 21. NORTH AMERICAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY APPLICATION, 2021-2028 ($ MILLION)
- 22. EUROPEAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2021-2028 ($ MILLION)
- 23. EUROPEAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT, 2021-2028 ($ MILLION)
- 24. EUROPEAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY TYPE, 2021-2028 ($ MILLION)
- 25. EUROPEAN CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY APPLICATION, 2021-2028 ($ MILLION)
- 26. ASIA-PACIFIC CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2021-2028 ($ MILLION)
- 27. ASIA-PACIFIC CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT, 2021-2028 ($ MILLION)
- 28. ASIA-PACIFIC CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY TYPE, 2021-2028 ($ MILLION)
- 29. ASIA-PACIFIC CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY APPLICATION, 2021-2028 ($ MILLION)
- 30. REST OF THE WORLD CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2021-2028 ($ MILLION)
- 31. REST OF THE WORLD CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT, 2021-2028 ($ MILLION)
- 32. REST OF THE WORLD CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY TYPE, 2021-2028 ($ MILLION)
- 33. REST OF THE WORLD CUSTOMER SELF-SERVICE SOFTWARE MARKET RESEARCH AND ANALYSIS BY APPLICATION, 2021-2028 ($ MILLION)
LIST OF FIGURES
- 1. IMPACT OF COVID-19 ON GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET, 2021-2028 ($ MILLION)
- 2. IMPACT OF COVID-19 ON GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET BY SEGMENT, 2021-2028 ($ MILLION)
- 3. RECOVERY OF GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET, 2022-2028 (%)
- 4. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY DEPLOYMENT, 2021 VS 2028 (%)
- 5. GLOBAL CLOUD-BASED CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 6. GLOBAL ON-PREMISES CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 7. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY TYPE, 2021 VS 2028 (%)
- 8. GLOBAL SOLUTIONS FOR CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 9. GLOBAL CUSTOMER WEB SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 10. GLOBAL CUSTOMER MOBILE SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 11. GLOBAL INTELLIGENT VIRTUAL ASSISTANTS CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 12. GLOBAL CUSTOMER SOCIAL MEDIA & COMMUNITY SELF SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 13. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE BY INTERACTIVE VOICE RESPONSE/INTERACTIVE TEXT RESPONSE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 14. GLOBAL OTHER SOLUTIONS FOR CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 15. GLOBAL SERVICES FOR CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 16. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE BY CONSULTING SERVICES MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 17. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE BY INTEGRATION & DEPLOYMENT SERVICES MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 18. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE BY TRAINING & SUPPORT SERVICES MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 19. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY APPLICATION, 2021 VS 2028 (%)
- 20. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR BFSI MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 21. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR AERSPACE & DEFENSE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 22. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR HEALTHCARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 23. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR RETAIL & E-COMMERCE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 24. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR EDUCATION MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 25. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR IT & TELECOMMUNICATION MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 26. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR TRANSPORTATION & LOGISTICS MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 27. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR GOVERNMENT & PUBLIC MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 28. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE FOR OTHER MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 29. GLOBAL CUSTOMER SELF-SERVICE SOFTWARE MARKET SHARE BY GEOGRAPHY, 2021 VS 2028 (%)
- 30. US CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
- 31. CANADA CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
- 32. UK CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
- 33. FRANCE CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
- 34. GERMANY CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
- 35. ITALY CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
- 36. SPAIN CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
- 37. REST OF EUROPE CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
- 38. INDIA CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
- 39. CHINA CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
- 40. JAPAN CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
- 41. SOUTH KOREA CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
- 42. REST OF ASIA-PACIFIC CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
- 43. REST OF THE WORLD CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, 2021-2028 ($ MILLION)
