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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.
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.
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.
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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 Industry Vertical
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