"Smart Strategies, Giving Speed to your Growth Trajectory"

Customer Self-Service Software Market Size, Share & Industry Analysis, By Component (Solution, Services), By Deployment (On-Premises, Cloud), By Industry Vertical (BFSI, Healthcare, IT and Telecommunication, Government and Public Sectors, Retail and Consumer Goods, Others) Others and Regional Forecast, 2024-2032

Region :Global | Report ID: FBI102429 | Status : Ongoing



The customer self-service software is the cloud-based help desk designed to improve an organization’s customer service. This software provides support and solves customer queries through various channels including text, web, mobile app, phone, email and other social media. Many leading companies, such as Uber, Airbnb, Slack, and LendingClub, are adopting customer self-service software to increase customer satisfaction and lower their support costs. It helps companies to solve customer problems with speed, accuracy, and delight. It provides live chat & bots for a faster response as well as customer feedback & survey tools to measure customer happiness.

Key Market Driver -

Increasing companies inclination towards enhancing customer satisfaction and loyalty

Key Market Restraint -

Reluctance by employees to adapt new self-service technologies

Increasing companies' inclination towards enhancing customer satisfaction and loyalty is fuelling the growth of the customer self-service software market. Also, the organizations are focusing on increasing productivity while reducing operational costs. Additionally, the growing focus of organizations to decrease customer churn out rate is accelerating the demand for the customer self-service software solutions. Furthermore, surge in use of social media and the growing adoption of cloud-based services will create lucrative opportunities for market growth. The implementation of cutting-edge technologies, such as business intelligence (BI), artificial intelligence (AI), and big data in customer self-service software, has improved its streamlining of customer care queries and has allowed the management of multiple customer interactions at the same time. Thus, the demand for customer self-service software is increasing in the market.

However, the reluctance by the employees to adapt new self-service technologies, along with a lack of awareness regarding the customer self-service software benefits, are some of the factors limiting the market growth of customer self-service software.

Market Segmentation:

Based on the component, the market is segmented into solutions and services. By deployment, the market is segmented into on-premises and cloud. By industry verticals, the market is fragmented into BFSI, IT and telecommunication, retail and consumer goods, healthcare, government and public Sectors, and others.

From a geographical standpoint, the market is categorized into North America, Europe, Asia Pacific, Latin America, and the Middle East and Africa.

Key Players Covered:

The major companies in the global customer self-service software market report include Avaya, Inc., BMC Software, Inc., HubSpot, Inc., Microsoft Corporation, Nuance Communications Inc., Oracle, Salesforce.Com Inc., SAP SE, Verint and Zendesk.

Regional Analysis:

To gain extensive insights into the market, Request for Customization

The global customer self-service software market has been segmented into North America, Europe, Asia Pacific, Latin America, and the Middle East & Africa. North America, followed by Europe, dominated the global customer self-service software market in 2018, owing to the rising social media penetration and presence of the significant self-service software vendors. Furthermore, the growing organization's inclination towards enhancing customer satisfaction to attain a high return on investment (ROI) is anticipated to fuel the demand for customer self-service software solutions in Asia-Pacific. Additionally, the increased utilization of customer self-service software solutions across small and medium-sized enterprises (SMEs) is driving the customer self-service software market growth in Asia-Pacific. Latin America and the Middle East & Africa are projected to register a comparatively higher CAGR by the end of the forecast period.




By Component

  • Solution

  • Services

By Deployment

  • On-Premises

  • Cloud

By Industry Vertical

  • BFSI

  • Healthcare

  • IT and Telecommunication

  • Government and Public Sectors

  • Retail and Consumer Goods

  • Others

By Geography

  • North America (US, Canada)

  • Europe (UK, Germany, France, Italy and Rest of Europe)

  • Asia Pacific (Japan, China, India, Australia, and New Zealand and Rest of Asia Pacific)

  • Latin America (Brazil, Mexico, Argentina and Rest of Latin America)

  • The Middle East & Africa (South Africa, GCC and Rest of the Middle East & Africa)

Customer Self-Service Software Industry Developments

  • In January 2020, Accenture signed an agreement to acquire maihiro, a provider of customer experience and customer relationship management services, to create solutions for clients to innovate and transform marketing, sales and customer services

  • In December 2019, SAP partnered with Accenture to launch a multi-channel customer engagement platform to help utility companies to enhance their customer experience through multi-channels, and various self-service tools

  • Ongoing
  • 2023
  • 2019-2022

Personalize this Research

  • Granular Research on Specified Regions or Segments
  • Companies Profiled based on User Requirement
  • Broader Insights Pertaining to a Specific Segment or Region
  • Breaking Down Competitive Landscape as per Your Requirement
  • Other Specific Requirement on Customization
Request Customization Banner

Information & Technology Clients

Bain & Company

Client Testimonials

“This report is really well done and we really appreciate it! Again, I may have questions as we dig in deeper. Thanks again for some really good work.”

- U.S.-based biotechnology company focussing on treatment of chronic pain.

“Kudos to your team. Thank you very much for your support and agility to answer our questions.”

- Europe-based provider of solutions to automate data centre operations.

“We appreciate you and your team taking out time to share the report and data file with us, and we are grateful for the flexibility provided to modify the document as per request. This does help us in our business decision making. We would be pleased to work with you again, and hope to continue our business relationship long into the future.”

- India-based manufacturer of industrial and specialty intermediates with a strong global presence.

“I want to first congratulate you on the great work done on the Medical Platforms project. Thank you so much for all your efforts.”

- One of the largest cosmetics company in the world.

“Thank you very much. I really appreciate the work your team has done. I feel very comfortable recommending your services to some of the other startups that I’m working with, and will likely establish a good long partnership with you.”

- U.S. based startup operating in the cultivated meat market.

“We received the below report on the U.S. market from you. We were very satisfied with the report.”

- Global hearing aids manufacturer.

“I just finished my first pass-through of the report. Great work! Thank you!”

- U.S. based solar racking solutions provider.

“Thanks again for the great work on our last partnership. We are ramping up a new project to understand the imaging and imaging service and distribution market in the U.S.”

- World’s leading advisory firm.

“We feel positive about the results. Based on the presented results, we will do strategic review of this new information and might commission a detailed study on some of the modules included in the report after end of the year. Overall we are very satisfied and please pass on the praise to the team. Thank you for the co-operation!”

- Germany based machine construction company.

“Thank you very much for the very good report. I have another requirement on cutting tools, paper crafts and decorative items.”

- Japanese manufacturing company of stationery products.

“We are happy with the professionalism of your in-house research team as well as the quality of your research reports. Looking forward to work together on similar projects”

- One of the Leading Food Companies in Germany

“We appreciate the teamwork and efficiency for such an exhaustive and comprehensive report. The data offered to us was exactly what we were looking for. Thank you!”

- Intuitive Surgical

“I recommend Fortune Business Insights for their honesty and flexibility. Not only that they were very responsive and dealt with all my questions very quickly but they also responded honestly and flexibly to the detailed requests from us in preparing the research report. We value them as a research company worthy of building long-term relationships.”

- Major Food Company in Japan

“Well done Fortune Business Insights! The report covered all the points and was very detailed. Looking forward to work together in the future”

- Ziering Medical

“It has been a delightful experience working with you guys. Thank you Fortune Business Insights for your efforts and prompt response”

- Major Manufacturer of Precision Machine Parts in India

“I had a great experience working with Fortune Business Insights. The report was very accurate and as per my requirements. Very satisfied with the overall report as it has helped me to build strategies for my business”

- Hewlett-Packard

“This is regarding the recent report I bought from Fortune Business insights. Remarkable job and great efforts by your research team. I would also like to thank the back end team for offering a continuous support and stitching together a report that is so comprehensive and exhaustive”

- Global Management Consulting Firm

“Please pass on our sincere thanks to the whole team at Fortune Business Insights. This is a very good piece of work and will be very helpful to us going forward. We know where we will be getting business intelligence from in the future.”

- UK-based Start-up in the Medical Devices Sector

“Thank you for sending the market report and data. It looks quite comprehensive and the data is exactly what I was looking for. I appreciate the timeliness and responsiveness of you and your team.”

- One of the Largest Companies in the Defence Industry
We use cookies to enhance your experience. By continuing to visit this site you agree to our use of cookies . Privacy.