The customer self-service software global market report 2024 from The Business Research Company provides comprehensive market statistics, including global market size, regional shares, competitor market share, detailed segments, trends, and opportunities. This report offers an in-depth analysis of current and future industry scenarios, delivering a complete perspective for thriving in the industrial automation software market.
Customer Self-Service Software Market, 2024 report by The Business Research
Company offers comprehensive insights into the current state of the market and
highlights future growth opportunities.
Market Size -
The customer self-service software market size has grown exponentially in
recent years. It will grow from $15.53 billion in 2023 to $18.64 billion in
2024 at a compound annual growth rate (CAGR) of 20.0%. The
growth in the historic period can be attributed to cost reduction and
efficiency, increased customer expectations, mobile and online accessibility,
24/7 availability, scalability for growing businesses, enhanced customer
experience.
The customer self-service software market size is expected to see exponential
growth in the next few years. It will grow to $40.55 billion in 2028 at a
compound annual growth rate (CAGR) of 21.4%. The growth in the forecast period can be
attributed to multichannel self-service, personalization and user context,
voice and natural language processing, data security and privacy, customer
education and training, . Major trends in the forecast period include rise of
ai-powered self-service solutions, knowledge base optimization, mobile
self-service applications, voice-activated self-service, continuous improvement
through customer feedback, integration with customer relationship management
(crm) systems.
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Scope Of Customer Self-Service Software Market
The Business Research Company's reports encompass a wide range of information,
including:
1. Market Size (Historic and Forecast): Analysis of the market's historical
performance and projections for future growth.
2. Drivers: Examination of the key factors propelling market growth.
3. Trends: Identification of emerging trends and patterns shaping the market
landscape.
4. Key Segments: Breakdown of the market into its primary segments and their
respective performance.
5. Focus Regions and Geographies: Insight into the most critical regions and
geographical areas influencing the market.
6. Macro Economic Factors: Assessment of broader economic elements impacting
the market.
Customer Self-Service Software Market Overview
Market Drivers -
The increase in accessibility of customer service touchpoints is expected to
propel the growth of the customer self-service software market going forward.
Customer service touchpoints refer to real-time consumer interaction with an
organization’s employee, a website, an application, or an advertisement to
enhance a customer’s buying and problem-solving process related to a product or
service to maximize customer experience. Major companies are choosing customer
self-service software due to customers’ requests for solutions instantly to
their problems rather than finding the solutions on the web or instead of
waiting on the phone. For instance, in 2022, according to Emplify Inc., a
US-based company operating in software-as-a-Service, approximately 52% of
customers expect brands to respond within one hour, and 75% of customers think
it's important for an organization to have a fully self-service customer care
option. Therefore, the rising accessibility of customer service touchpoints is
expected to propel the growth of the customer self-service software market.
Market Trends -
Technological advancement is the key trend that is gaining popularity in the
customer self-service software market. Major companies operating in the market
are focused on developing advanced products that could give better solutions
and strengthen their position in the market. For instance, in December 2021,
Wolken Software, a US-based company operating in self-service customer software
for extraordinary customer experiences, introduced its customer self-service
tool integrated with cloud computing and omnichannel technologies known as
Wolken Care. Wolken Care provides the organization with superior customer
service to their customers in several sectors such as automotive,
semiconductor, manufacturing, and others by using a cloud-native SaaS
application that enables enterprises to operate without assistance and
eliminate overhead costs associated with coding operations. The solution
intends to assist these firms by providing them with a top-notch, feature-rich
service desk at a reduced cost for both their internal and external clients.
The customer self-service software market covered in this report is segmented –
1) By Offering: Solution, Service
2) By Deployment: Cloud, On-Premise
3) By End-User Industry: BFSI, Healthcare, Retail, Government, IT and
Telecommunication, Other End-user Industries
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Regional Insights -
North America was the largest region in the customer self-service software
market in 2023. Asia-Pacific is expected to be the fastest-growing region in
the forecast period. The regions covered in the customer self-service software
market report are Asia-Pacific, Western Europe, Eastern Europe, North America,
South America, Middle East, Africa.
Key Companies -
Major companies operating in the customer self-service software market report
are Oracle Corporation, Salesforce.com Inc., SAP SE, Microsoft Corporation, BMC
Software Inc., Verint Systems Inc., Zendesk Inc., Nuance Communications Inc.,
Zoho Corporation Private Limited, Avaya Holdings Corp., HappyFox Technologies
LLP, Aspect Software Inc., Zappix Inc., Freshworks Inc., AnswerDash Inc.,
LogMeIn Inc., SolarWinds MSP UK Ltd., Moxie Software Solutions India Private
Limited, Software Advice Inc., Creative Virtual Limited, eGain Corporation,
Nanorep Technologies Ltd., SugarCRM Inc., Inbenta Holdings Inc., Aptean
Asia-Pacific Ltd., HubSpot Inc., Pegasystems Inc., ServiceNow Inc., Genesys
Telecommunications Laboratories Inc., Kustomer Inc., Helpshift Inc., UJET Inc.,
Ada Support Inc., HappyFox Inc., HelpCrunch Inc., Intercom Inc., Slovakian
company
Table of Contents
1. Executive Summary
2. Customer Self-Service Software Market Report Structure
3. Customer Self-Service Software Market Trends And Strategies
4. Customer Self-Service Software Market – Macro Economic Scenario
5. Customer Self-Service Software Market Size And Growth
…..
27. Customer Self-Service Software Market Competitor Landscape And Company
Profiles
28. Key Mergers And Acquisitions
29. Future Outlook and Potential Analysis
30. Appendix
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