The global customer self-service software market size is expected to reach USD 32.19 billion by 2027, according to a new study by Grand View Research, Inc. It is anticipated to register a compound annual growth rate (CAGR) of 22.1% from 2020 to 2027. Efforts to enhance the level of customer satisfaction and encourage customer loyalty are anticipated to propel the market growth over the forecast period. The continued rollout of a large number of customer service touchpoints is also expected to contribute to market growth.
Enterprises have realized that understanding the changing consumer behavior can help them in enhancing their offerings. At the same time, both small and medium-sized enterprises and large enterprises have started adopting automated customer self-service software. This is opening opportunities for the market players to introduce innovative customer self-service software solutions integrated with the latest technologies, such as big data and Artificial Intelligence (AI).
The outbreak of the COVID-19 pandemic and the growing preference for working from home and maintaining social distancing are particularly prompting communications service providers to adopt self-service capabilities. Furthermore, customer service centers are confronting a sudden rise in call volumes as the pandemic continues to disrupt corporate operations, workplace schedules, and travel plans worldwide. The situation is particularly driving the need for AI-enabled self-service solutions.
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The growing preference for digital transactions to pay bills and for accessing 24-hour online support and other interactive online services through the internet shows no signs of abating. Hence, enterprises are scouting for self-service solutions that can ensure adequate flexibility while enhancing the speed and effectiveness of their customer support service. Prompt after-sales maintenance service is also emerging as a decisive factor for enterprises while selecting a vendor for procuring customer self-service software.
Customer Self-service Software Market Report Highlights
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Customer Self-service Software Market Segmentation
Grand View Research has segmented the global customer self-service software market based on solution, service, deployment, end-use, and region:
Customer Self-service Software Solution Outlook (Revenue, USD Million, 2016 – 2027)
Customer Self-service Software Service Outlook (Revenue, USD Million, 2016 – 2027)
Customer Self-service Software Deployment Outlook (Revenue, USD Million, 2016 – 2027)
Customer Self-service Software End-use Outlook (Revenue, USD Million, 2016 – 2027)
Key Topic Covered
Chapter 1 Methodology and Scope 1.1 Research Methodology 1.2 Research Scope and Assumptions 1.3 List of Data Sources Chapter 2 Executive Summary 2.1 Customer Self-service Software Market – Industry Snapshot & Key Buying Criteria, 2016 – 2027 2.2 Global Customer Self-service Software Market, 2016 – 2027 2.2.1 Global customer self-service software market, by region, 2016 – 2027 2.2.2 Global customer self-service software market, by solution, 2016 – 2027 2.2.3 Global customer self-service software market, by service, 2016 – 2027 2.2.4 Global customer self-service software market, by deployment, 2016 – 2027 2.2.5 Global customer self-service software market, by end use, 2016 – 2027 Chapter 3 Customer Self-service Software Market – Industry Outlook 3.1 Market Segmentation and Scope 3.2 Market Size and Growth Prospects 3.3 Customer Self-service Software Market – Value Chain Analysis 3.3.1 Vendor landscape 3.4 Customer Self-service Software Market Dynamics 3.4.1 Market driver analysis 3.4.1.1 Rising availability of customer service touchpoints 3.4.1.2 Integration of business intelligence, artificial intelligence with CSS technology to understand consumer behavior 3.4.2 Market challenge analysis 3.4.2.1 Lack of consumer awareness and complex user interface 3.5 Penetration and Growth Prospect Mapping 3.6 Customer Self-service Software Market – Key Company Market Share Analysis, 2019 3.7 Customer Self-service Software Market – Porter’s Five Forces Analysis 3.8 Customer Self-service Software Market – PESTEL Analysis 3.9 Impact of COVID-19 on Customer Self-service Software Market
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About Grand View Research
Grand View Research provides syndicated as well as customized research reports and consulting services on 46 industries across 25 major countries worldwide. This U.S.-based market research and consulting company is registered in California and headquartered in San Francisco. Comprising over 425 analysts and consultants, the company adds 1200+ market research reports to its extensive database each year. Supported by an interactive market intelligence platform, the team at Grand View Research guides Fortune 500 companies and prominent academic institutes in comprehending the global and regional business environment and carefully identifying future opportunities.
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