Customer Self-service Software Market Size, Share & Trends Analysis Report By Solution (Web Self-service, Social Media & Community Self-service), By Service, By Deployment, By End-use, By Region, And Segment Forecasts, 2020 - 2027
This report can be delivered to the clients within 72 Business Hours
Customer Self-service Software Market Growth & Trends
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.
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
Customer Self-service Software Market Growth & Trends
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.
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
- The social media and community self-service segment is anticipated to register a considerable CAGR over the forecast period as organizations are rapidly switching to social media channels, which can potentially support communities and discussion forums, as part of the efforts to curb customer support costs
- The managed services segment is expected to register a significant CAGR over the forecast period as managed services allow end-users to run their operations effectively and increase business intelligence.
- The cloud segment is expected to register a significant CAGR over the forecast period as cloud deployment allows enterprises to save on the costs incurred on having a dedicated infrastructure to host on-premise solutions
- The healthcare segment is expected to register a significant CAGR over the forecast period owing to the growing adoption of self-service apps that allow patients to schedule appointments, fill forms, update their profile, and pay bills
- The Asia Pacific regional market is anticipated to register a significant CAGR over the forecast period in line with the increasing number of small & medium enterprises looking forward to implementing customer self-care applications
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
CHAPTER 4 CUSTOMER SELF-SERVICE SOFTWARE SOLUTION OUTLOOK
4.1 Customer Self-service Software Market Share By Solution, 2019
4.2 Web Self-service
4.2.1 Customer web self-service software market, 2016 - 2027
4.3 Mobile Self-service
4.3.1 Customer mobile self-service software market, 2016 - 2027
4.4 Intelligent Virtual Assistants
4.4.1 Intelligent virtual assistant software market, 2016 - 2027
4.5 Social Media & Community Self-Service
4.5.1 Social media & community self-service software market, 2016 - 2027
4.6 Email Management
4.6.1 Email management software market, 2016 - 2027
4.7 IVR & ITR
4.7.1 IVR & ITR market, 2016 - 2027
4.8 Others
4.8.1 Other customer self-service software market, 2016 - 2027
CHAPTER 5 CUSTOMER SELF-SERVICE SOFTWARE SERVICE OUTLOOK
5.1 Customer Self-service Software Market Share By Service, 2019
5.2 Professional
5.2.1 Customer self-service software professional service market, 2016 - 2027
5.3 Managed Service
5.3.1 Customer self-service software managed services market, 2016 - 2027
CHAPTER 6 CUSTOMER SELF-SERVICE SOFTWARE DEPLOYMENT OUTLOOK
6.1 Customer Self-service Software Market Share By Deployment, 2019
6.2 Cloud
6.2.1 Cloud customer self-service software market, 2016 - 2027
6.3 On-premise
6.3.1 On-premise customer self-service software market, 2016 - 2027
CHAPTER 7 CUSTOMER SELF-SERVICE SOFTWARE END-USE OUTLOOK
7.1 Customer Self-service Software Market Share By End Use, 2017
7.2 BFSI
7.2.1 Customer self-service software market in BFSI, 2016 - 2027
7.3 Manufacturing
7.3.1 Customer self-service software market in manufacturing, 2016 - 2027
7.4 Retail & E-commerce
7.4.1 Customer self-service software market in retail & e-commerce, 2016 - 2027
7.5 Media & Entertainment
7.5.1 Customer self-service software market in media & entertainment, 2016 - 2027
7.6 IT & Telecommunication
7.6.1 Customer self-service software market in IT & telecommunication, 2016 - 2027
7.7 Healthcare
7.7.1 Customer self-service software market in healthcare, 2016 - 2027
7.8 Government
7.8.1 Customer self-service software market in government, 2016 - 2027
7.9 Others
7.9.1 Customer self-service software in other end use, 2016 - 2027
CHAPTER 8 CUSTOMER SELF-SERVICE SOFTWARE REGIONAL OUTLOOK
8.1 Customer Self-service Software Market Share by Region, 2019
8.2 North America
8.2.1 North America customer self-service software market, 2016 - 2027
8.2.2 North America customer self-service software market, by solution, 2016 - 2027
8.2.3 North America customer self-service software market, by service, 2016 - 2027
8.2.4 North America customer self-service software market, by deployment, 2016 - 2027
8.2.5 North America customer self-service software market, by end use, 2016 - 2027
8.2.6 U.S.
8.2.6.1 U.S. customer self-service software market, 2016 - 2027
8.2.6.2 U.S. customer self-service software market, by solution, 2016 - 2027
8.2.6.3 U.S. customer self-service software market, by service, 2016 - 2027
8.2.6.4 U.S. customer self-service software market, by deployment, 2016 - 2027
8.2.6.5 U.S. customer self-service software market, by end use, 2016 - 2027
8.2.7 Canada
8.2.7.1 Canada customer self-service software market, 2016 - 2027
8.2.7.2 Canada customer self-service software market, by solution, 2016 - 2027
8.2.7.3 Canada customer self-service software market, by service, 2016 - 2027
8.2.7.4 Canada customer self-service software market, by deployment, 2016 - 2027
8.2.7.5 Canada customer self-service software market, by end use, 2016 - 2027
8.3 Europe
8.3.1 Europe customer self-service software market, 2016 - 2027
8.3.2 Europe customer self-service software market, by solution, 2016 - 2027
8.3.3 Europe customer self-service software market, by service, 2016 - 2027
8.3.4 Europe customer self-service software market, by deployment, 2016 - 2027
8.3.5 Europe customer self-service software market, by end use, 2016 - 2027
8.3.6 Germany
8.3.6.1 Germany customer self-service software market, 2016 - 2027
8.3.6.2 Germany customer self-service software market, by solution, 2016 - 2027
8.3.6.3 Germany customer self-service software market, by service, 2016 - 2027
8.3.6.4 Germany customer self-service software market, by deployment, 2016 - 2027
8.3.6.5 Germany customer self-service software market, by end use, 2016 - 2027
8.3.7 U.K.
8.3.7.1 U.K. customer self-service software market, 2016 - 2027
8.3.7.2 U.K. customer self-service software market, by solution, 2016 - 2027
8.3.7.3 U.K. customer self-service software market, by service, 2016 - 2027
8.3.7.4 U.K. customer self-service software market, by deployment, 2016 - 2027
8.3.7.5 U.K. customer self-service software market, by end use, 2016 - 2027
8.4 Asia Pacific
8.4.1 Asia Pacific customer self-service software market, 2016 - 2027
8.4.2 Asia Pacific customer self-service software market, by solution, 2016 - 2027
8.4.3 Asia Pacific customer self-service software market, by service, 2016 - 2027
8.4.4 Asia Pacific customer self-service software market, by deployment, 2016 - 2027
8.4.5 Asia Pacific customer self-service software market, by end use, 2016 - 2027
8.4.6 China
8.4.6.1 China customer self-service software market, 2016 - 2027
8.4.6.2 China customer self-service software market, by solution, 2016 - 2027
8.4.6.3 China customer self-service software market, by service, 2016 - 2027
8.4.6.4 China customer self-service software market, by deployment, 2016 - 2027
8.4.6.5 China customer self-service software market, by end use, 2016 - 2027
8.4.7 India
8.4.7.1 India customer self-service software market, 2016 - 2027
8.4.7.2 India customer self-service software market, by solution, 2016 - 2027
8.4.7.3 India customer self-service software market, by service, 2016 - 2027
8.4.7.4 India customer self-service software market, by deployment, 2016 - 2027
8.4.7.5 India customer self-service software market, by end use, 2016 - 2027
8.4.8 Japan
8.4.8.1 Japan customer self-service software market, 2016 - 2027
8.4.8.2 Japan customer self-service software market, by solution, 2016 - 2027
8.4.8.3 Japan customer self-service software market, by service, 2016 - 2027
8.4.8.4 Japan customer self-service software market, by deployment, 2016 - 2027
8.4.8.5 Japan customer self-service software market, by end use, 2016 - 2027
8.5 Latin America
8.5.1 Latin America customer self-service software market, 2016 - 2027
8.5.2 Latin America customer self-service software market, by solution, 2016 - 2027
8.5.3 Latin America customer self-service software market, by service, 2016 - 2027
8.5.4 Latin America customer self-service software market, by deployment, 2016 - 2027
8.5.5 Latin America customer self-service software market, by end use, 2016 - 2027
8.5.6 Brazil
8.5.6.1 Brazil customer self-service software market, 2016 - 2027
8.5.6.2 Brazil customer self-service software market, by solution, 2016 - 2027
8.5.6.3 Brazil customer self-service software market, by service, 2016 - 2027
8.5.6.4 Brazil customer self-service software market, by deployment, 2016 - 2027
8.5.6.5 Brazil customer self-service software market, by end use, 2016 - 2027
8.6 MEA
8.6.1 MEA customer self-service software market, 2016 - 2027
8.6.2 MEA customer self-service software market, by solution, 2016 - 2027
8.6.3 MEA customer self-service software market, by service, 2016 - 2027
8.6.4 MEA customer self-service software market, by deployment, 2016 - 2027
8.6.5 MEA customer self-service software market, by end use, 2016 - 2027
CHAPTER 9 COMPETITIVE LANDSCAPE
9.1 Avaya Inc.
9.1.1 Company Overview
9.1.2 Financial Performance
9.1.3 Product Benchmarking
9.1.4 Strategic Initiatives
9.2 BMC Software, Inc.
9.2.1 Company Overview
9.2.2 Financial Performance
9.2.3 Product Benchmarking
9.2.4 Strategic Initiatives
9.3 HappyFox Inc.
9.3.1 Company Overview
9.3.2 Financial Performance
9.3.3 Product Benchmarking
9.3.4 Strategic Initiatives
9.4 Microsoft Corporation
9.4.1 Company Overview
9.4.2 Financial Performance
9.4.3 Product Benchmarking
9.4.4 Strategic Initiatives
9.5 Nuance Communications, Inc.
9.5.1 Company Overview
9.5.2 Financial Performance
9.5.3 Product Benchmarking
9.5.4 Strategic Initiatives
9.6 Oracle Corporation
9.6.1 Company Overview
9.6.2 Financial Performance
9.6.3 Product Benchmarking
9.6.4 Strategic Initiatives
9.7 Salesforce.Com, Inc.
9.7.1 Company Overview
9.7.2 Product Benchmarking
9.7.3 Strategic Initiatives
9.8 SAP SE
9.8.1 Company Overview
9.8.2 Financial Performance
9.8.3 Product Benchmarking
9.8.4 Strategic Initiatives
9.9 Verint Systems, Inc.
9.9.1 Company Overview
9.9.2 Financial Performance
9.9.3 Product Benchmarking
9.9.4 Strategic Initiatives
9.10 Zendesk, Inc.
9.10.1 Company Overview
9.10.2 Financial Performance
9.10.3 Product Benchmarking
9.10.4 Strategic Initiatives
9.11 List of Key Market Players
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
CHAPTER 4 CUSTOMER SELF-SERVICE SOFTWARE SOLUTION OUTLOOK
4.1 Customer Self-service Software Market Share By Solution, 2019
4.2 Web Self-service
4.2.1 Customer web self-service software market, 2016 - 2027
4.3 Mobile Self-service
4.3.1 Customer mobile self-service software market, 2016 - 2027
4.4 Intelligent Virtual Assistants
4.4.1 Intelligent virtual assistant software market, 2016 - 2027
4.5 Social Media & Community Self-Service
4.5.1 Social media & community self-service software market, 2016 - 2027
4.6 Email Management
4.6.1 Email management software market, 2016 - 2027
4.7 IVR & ITR
4.7.1 IVR & ITR market, 2016 - 2027
4.8 Others
4.8.1 Other customer self-service software market, 2016 - 2027
CHAPTER 5 CUSTOMER SELF-SERVICE SOFTWARE SERVICE OUTLOOK
5.1 Customer Self-service Software Market Share By Service, 2019
5.2 Professional
5.2.1 Customer self-service software professional service market, 2016 - 2027
5.3 Managed Service
5.3.1 Customer self-service software managed services market, 2016 - 2027
CHAPTER 6 CUSTOMER SELF-SERVICE SOFTWARE DEPLOYMENT OUTLOOK
6.1 Customer Self-service Software Market Share By Deployment, 2019
6.2 Cloud
6.2.1 Cloud customer self-service software market, 2016 - 2027
6.3 On-premise
6.3.1 On-premise customer self-service software market, 2016 - 2027
CHAPTER 7 CUSTOMER SELF-SERVICE SOFTWARE END-USE OUTLOOK
7.1 Customer Self-service Software Market Share By End Use, 2017
7.2 BFSI
7.2.1 Customer self-service software market in BFSI, 2016 - 2027
7.3 Manufacturing
7.3.1 Customer self-service software market in manufacturing, 2016 - 2027
7.4 Retail & E-commerce
7.4.1 Customer self-service software market in retail & e-commerce, 2016 - 2027
7.5 Media & Entertainment
7.5.1 Customer self-service software market in media & entertainment, 2016 - 2027
7.6 IT & Telecommunication
7.6.1 Customer self-service software market in IT & telecommunication, 2016 - 2027
7.7 Healthcare
7.7.1 Customer self-service software market in healthcare, 2016 - 2027
7.8 Government
7.8.1 Customer self-service software market in government, 2016 - 2027
7.9 Others
7.9.1 Customer self-service software in other end use, 2016 - 2027
CHAPTER 8 CUSTOMER SELF-SERVICE SOFTWARE REGIONAL OUTLOOK
8.1 Customer Self-service Software Market Share by Region, 2019
8.2 North America
8.2.1 North America customer self-service software market, 2016 - 2027
8.2.2 North America customer self-service software market, by solution, 2016 - 2027
8.2.3 North America customer self-service software market, by service, 2016 - 2027
8.2.4 North America customer self-service software market, by deployment, 2016 - 2027
8.2.5 North America customer self-service software market, by end use, 2016 - 2027
8.2.6 U.S.
8.2.6.1 U.S. customer self-service software market, 2016 - 2027
8.2.6.2 U.S. customer self-service software market, by solution, 2016 - 2027
8.2.6.3 U.S. customer self-service software market, by service, 2016 - 2027
8.2.6.4 U.S. customer self-service software market, by deployment, 2016 - 2027
8.2.6.5 U.S. customer self-service software market, by end use, 2016 - 2027
8.2.7 Canada
8.2.7.1 Canada customer self-service software market, 2016 - 2027
8.2.7.2 Canada customer self-service software market, by solution, 2016 - 2027
8.2.7.3 Canada customer self-service software market, by service, 2016 - 2027
8.2.7.4 Canada customer self-service software market, by deployment, 2016 - 2027
8.2.7.5 Canada customer self-service software market, by end use, 2016 - 2027
8.3 Europe
8.3.1 Europe customer self-service software market, 2016 - 2027
8.3.2 Europe customer self-service software market, by solution, 2016 - 2027
8.3.3 Europe customer self-service software market, by service, 2016 - 2027
8.3.4 Europe customer self-service software market, by deployment, 2016 - 2027
8.3.5 Europe customer self-service software market, by end use, 2016 - 2027
8.3.6 Germany
8.3.6.1 Germany customer self-service software market, 2016 - 2027
8.3.6.2 Germany customer self-service software market, by solution, 2016 - 2027
8.3.6.3 Germany customer self-service software market, by service, 2016 - 2027
8.3.6.4 Germany customer self-service software market, by deployment, 2016 - 2027
8.3.6.5 Germany customer self-service software market, by end use, 2016 - 2027
8.3.7 U.K.
8.3.7.1 U.K. customer self-service software market, 2016 - 2027
8.3.7.2 U.K. customer self-service software market, by solution, 2016 - 2027
8.3.7.3 U.K. customer self-service software market, by service, 2016 - 2027
8.3.7.4 U.K. customer self-service software market, by deployment, 2016 - 2027
8.3.7.5 U.K. customer self-service software market, by end use, 2016 - 2027
8.4 Asia Pacific
8.4.1 Asia Pacific customer self-service software market, 2016 - 2027
8.4.2 Asia Pacific customer self-service software market, by solution, 2016 - 2027
8.4.3 Asia Pacific customer self-service software market, by service, 2016 - 2027
8.4.4 Asia Pacific customer self-service software market, by deployment, 2016 - 2027
8.4.5 Asia Pacific customer self-service software market, by end use, 2016 - 2027
8.4.6 China
8.4.6.1 China customer self-service software market, 2016 - 2027
8.4.6.2 China customer self-service software market, by solution, 2016 - 2027
8.4.6.3 China customer self-service software market, by service, 2016 - 2027
8.4.6.4 China customer self-service software market, by deployment, 2016 - 2027
8.4.6.5 China customer self-service software market, by end use, 2016 - 2027
8.4.7 India
8.4.7.1 India customer self-service software market, 2016 - 2027
8.4.7.2 India customer self-service software market, by solution, 2016 - 2027
8.4.7.3 India customer self-service software market, by service, 2016 - 2027
8.4.7.4 India customer self-service software market, by deployment, 2016 - 2027
8.4.7.5 India customer self-service software market, by end use, 2016 - 2027
8.4.8 Japan
8.4.8.1 Japan customer self-service software market, 2016 - 2027
8.4.8.2 Japan customer self-service software market, by solution, 2016 - 2027
8.4.8.3 Japan customer self-service software market, by service, 2016 - 2027
8.4.8.4 Japan customer self-service software market, by deployment, 2016 - 2027
8.4.8.5 Japan customer self-service software market, by end use, 2016 - 2027
8.5 Latin America
8.5.1 Latin America customer self-service software market, 2016 - 2027
8.5.2 Latin America customer self-service software market, by solution, 2016 - 2027
8.5.3 Latin America customer self-service software market, by service, 2016 - 2027
8.5.4 Latin America customer self-service software market, by deployment, 2016 - 2027
8.5.5 Latin America customer self-service software market, by end use, 2016 - 2027
8.5.6 Brazil
8.5.6.1 Brazil customer self-service software market, 2016 - 2027
8.5.6.2 Brazil customer self-service software market, by solution, 2016 - 2027
8.5.6.3 Brazil customer self-service software market, by service, 2016 - 2027
8.5.6.4 Brazil customer self-service software market, by deployment, 2016 - 2027
8.5.6.5 Brazil customer self-service software market, by end use, 2016 - 2027
8.6 MEA
8.6.1 MEA customer self-service software market, 2016 - 2027
8.6.2 MEA customer self-service software market, by solution, 2016 - 2027
8.6.3 MEA customer self-service software market, by service, 2016 - 2027
8.6.4 MEA customer self-service software market, by deployment, 2016 - 2027
8.6.5 MEA customer self-service software market, by end use, 2016 - 2027
CHAPTER 9 COMPETITIVE LANDSCAPE
9.1 Avaya Inc.
9.1.1 Company Overview
9.1.2 Financial Performance
9.1.3 Product Benchmarking
9.1.4 Strategic Initiatives
9.2 BMC Software, Inc.
9.2.1 Company Overview
9.2.2 Financial Performance
9.2.3 Product Benchmarking
9.2.4 Strategic Initiatives
9.3 HappyFox Inc.
9.3.1 Company Overview
9.3.2 Financial Performance
9.3.3 Product Benchmarking
9.3.4 Strategic Initiatives
9.4 Microsoft Corporation
9.4.1 Company Overview
9.4.2 Financial Performance
9.4.3 Product Benchmarking
9.4.4 Strategic Initiatives
9.5 Nuance Communications, Inc.
9.5.1 Company Overview
9.5.2 Financial Performance
9.5.3 Product Benchmarking
9.5.4 Strategic Initiatives
9.6 Oracle Corporation
9.6.1 Company Overview
9.6.2 Financial Performance
9.6.3 Product Benchmarking
9.6.4 Strategic Initiatives
9.7 Salesforce.Com, Inc.
9.7.1 Company Overview
9.7.2 Product Benchmarking
9.7.3 Strategic Initiatives
9.8 SAP SE
9.8.1 Company Overview
9.8.2 Financial Performance
9.8.3 Product Benchmarking
9.8.4 Strategic Initiatives
9.9 Verint Systems, Inc.
9.9.1 Company Overview
9.9.2 Financial Performance
9.9.3 Product Benchmarking
9.9.4 Strategic Initiatives
9.10 Zendesk, Inc.
9.10.1 Company Overview
9.10.2 Financial Performance
9.10.3 Product Benchmarking
9.10.4 Strategic Initiatives
9.11 List of Key Market Players
LIST OF TABLES
TABLE 1 Customer self-service software market - Industry snapshot & key buying criteria, 2016 - 2027
TABLE 2 Global customer self-service software market, 2016 - 2027 (USD Million)
TABLE 3 Global customer self-service software market, by region, 2016 - 2027 (USD Million)
TABLE 4 Global customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 5 Global customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 6 Global customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 7 Global customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 8 Vendor landscape
TABLE 9 Customer self-service software market - Key market driver impact
TABLE 10 Customer self-service software market - Key market restraint impact
TABLE 11 Customer web self-service software market, 2016 - 2027 (USD Million)
TABLE 12 Customer web self-service software market, by region, 2016 - 2027 (USD Million)
TABLE 13 Customer mobile self-service software market, 2016 - 2027 (USD Million)
TABLE 14 Customer mobile self-service software market, by region, 2016 - 2027 (USD Million)
TABLE 15 Intelligent virtual assistant software market, 2016 - 2027 (USD Million)
TABLE 16 Intelligent virtual assistant software market, by region, 2016 - 2027 (USD Million)
TABLE 17 Social media & community self-service software market, 2016 - 2027 (USD Million)
TABLE 18 Social media & community self-service software market, by region, 2016 - 2027 (USD Million)
TABLE 19 Email management software market, 2016 - 2027 (USD Million)
TABLE 20 Email management software market, by region, 2016 - 2027 (USD Million)
TABLE 21 IVR & ITR market, 2016 - 2027 (USD Million)
TABLE 22 IVR & ITR market, by region, 2016 - 2027 (USD Million)
TABLE 23 Other customer self-service software market, 2016 - 2027 (USD Million)
TABLE 24 Other customer self-service software market, by region, 2016 - 2027 (USD Million)
TABLE 25 Customer self-service software professional services market, 2016 - 2027 (USD Million)
TABLE 26 Customer self-service software professional services market, by region, 2016 - 2027 (USD Million)
TABLE 27 Customer self-service software managed services market, 2016 - 2027 (USD Million)
TABLE 28 Customer self-service software managed services market, by region, 2016 - 2027 (USD Million)
TABLE 29 Cloud customer self-service software market, 2016 - 2027 (USD Million)
TABLE 30 Cloud customer self-service software market, by region, 2016 - 2027 (USD Million)
TABLE 31 On-premise customer self-service software market, 2016 - 2027 (USD Million)
TABLE 32 On-premise customer self-service software market, by region, 2016 - 2027 (USD Million)
TABLE 33 Customer self-service software market in BFSI, 2016 - 2027 (USD Million)
TABLE 34 Customer self-service software market in BFSI, by region, 2016 - 2027 (USD Million)
TABLE 35 Customer self-service software market in manufacturing, 2016 - 2027 (USD Million)
TABLE 36 Customer self-service software market in manufacturing, by region, 2016 - 2027 (USD Million)
TABLE 37 Customer self-service software market in retail & e-commerce, 2016 - 2027 (USD Million)
TABLE 38 Customer self-service software market in retail & e-commerce, by region, 2016 - 2027 (USD Million)
TABLE 39 Customer self-service software market in media & entertainment, 2016 - 2027 (USD Million)
TABLE 40 Customer self-service software market in media & entertainment, by region, 2016 - 2027 (USD Million)
TABLE 41 Customer self-service software market in IT & telecommunication, 2016 - 2027 (USD Million)
TABLE 42 Customer self-service software market in IT & telecommunication, by region, 2016 - 2027 (USD Million)
TABLE 43 Customer self-service software market in healthcare, 2016 - 2027 (USD Million)
TABLE 44 Customer self-service software market in healthcare, by region, 2016 - 2027 (USD Million)
TABLE 45 Customer self-service software market in government, 2016 - 2027 (USD Million)
TABLE 46 Customer self-service software market in government, by region, 2016 - 2027 (USD Million)
TABLE 47 Customer self-service software in other end use, 2016 - 2027 (USD Million)
TABLE 48 Customer self-service software in other end use, by region, 2016 - 2027 (USD Million)
TABLE 49 North America customer self-service software market, 2016 - 2027 (USD Million)
TABLE 50 North America customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 51 North America customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 52 North America customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 53 North America customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 54 U.S. customer self-service software market, 2016 - 2027 (USD Million)
TABLE 55 U.S. customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 56 U.S. customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 57 U.S. customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 58 U.S. customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 59 Canada customer self-service software market, 2016 - 2027 (USD Million)
TABLE 60 Canada customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 61 Canada customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 62 Canada customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 63 Canada customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 64 Europe customer self-service software market, 2016 - 2027 (USD Million)
TABLE 65 Europe customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 66 Europe customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 67 Europe customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 68 Europe customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 69 Germany customer self-service software market, 2016 - 2027 (USD Million)
TABLE 70 Germany customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 71 Germany customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 72 Germany customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 73 Germany customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 74 U.K. customer self-service software market, 2016 - 2027 (USD Million)
TABLE 75 U.K. customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 76 U.K. customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 77 U.K. customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 78 U.K. customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 79 Asia Pacific customer self-service software market, 2016 - 2027 (USD Million)
TABLE 80 Asia Pacific customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 81 Asia Pacific customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 82 Asia Pacific customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 83 Asia Pacific customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 84 China customer self-service software market, 2016 - 2027 (USD Million)
TABLE 85 China customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 86 China customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 87 China customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 88 China customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 89 India customer self-service software market, 2016 - 2027 (USD Million)
TABLE 90 India customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 91 India customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 92 India customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 93 India customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 94 Japan customer self-service software market, 2016 - 2027 (USD Million)
TABLE 95 Japan customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 96 Japan customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 97 Japan customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 98 Japan customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 99 Latin America customer self-service software market, 2016 - 2027 (USD Million)
TABLE 100 Latin America customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 101 Latin America customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 102 Latin America customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 103 Latin America customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 104 Brazil customer self-service software market, 2016 - 2027 (USD Million)
TABLE 105 Brazil customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 106 Brazil customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 107 Brazil customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 108 Brazil customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 109 MEA customer self-service software market, 2016 - 2027 (USD Million)
TABLE 110 MEA customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 111 MEA customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 112 MEA customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 113 MEA customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 1 Customer self-service software market - Industry snapshot & key buying criteria, 2016 - 2027
TABLE 2 Global customer self-service software market, 2016 - 2027 (USD Million)
TABLE 3 Global customer self-service software market, by region, 2016 - 2027 (USD Million)
TABLE 4 Global customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 5 Global customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 6 Global customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 7 Global customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 8 Vendor landscape
TABLE 9 Customer self-service software market - Key market driver impact
TABLE 10 Customer self-service software market - Key market restraint impact
TABLE 11 Customer web self-service software market, 2016 - 2027 (USD Million)
TABLE 12 Customer web self-service software market, by region, 2016 - 2027 (USD Million)
TABLE 13 Customer mobile self-service software market, 2016 - 2027 (USD Million)
TABLE 14 Customer mobile self-service software market, by region, 2016 - 2027 (USD Million)
TABLE 15 Intelligent virtual assistant software market, 2016 - 2027 (USD Million)
TABLE 16 Intelligent virtual assistant software market, by region, 2016 - 2027 (USD Million)
TABLE 17 Social media & community self-service software market, 2016 - 2027 (USD Million)
TABLE 18 Social media & community self-service software market, by region, 2016 - 2027 (USD Million)
TABLE 19 Email management software market, 2016 - 2027 (USD Million)
TABLE 20 Email management software market, by region, 2016 - 2027 (USD Million)
TABLE 21 IVR & ITR market, 2016 - 2027 (USD Million)
TABLE 22 IVR & ITR market, by region, 2016 - 2027 (USD Million)
TABLE 23 Other customer self-service software market, 2016 - 2027 (USD Million)
TABLE 24 Other customer self-service software market, by region, 2016 - 2027 (USD Million)
TABLE 25 Customer self-service software professional services market, 2016 - 2027 (USD Million)
TABLE 26 Customer self-service software professional services market, by region, 2016 - 2027 (USD Million)
TABLE 27 Customer self-service software managed services market, 2016 - 2027 (USD Million)
TABLE 28 Customer self-service software managed services market, by region, 2016 - 2027 (USD Million)
TABLE 29 Cloud customer self-service software market, 2016 - 2027 (USD Million)
TABLE 30 Cloud customer self-service software market, by region, 2016 - 2027 (USD Million)
TABLE 31 On-premise customer self-service software market, 2016 - 2027 (USD Million)
TABLE 32 On-premise customer self-service software market, by region, 2016 - 2027 (USD Million)
TABLE 33 Customer self-service software market in BFSI, 2016 - 2027 (USD Million)
TABLE 34 Customer self-service software market in BFSI, by region, 2016 - 2027 (USD Million)
TABLE 35 Customer self-service software market in manufacturing, 2016 - 2027 (USD Million)
TABLE 36 Customer self-service software market in manufacturing, by region, 2016 - 2027 (USD Million)
TABLE 37 Customer self-service software market in retail & e-commerce, 2016 - 2027 (USD Million)
TABLE 38 Customer self-service software market in retail & e-commerce, by region, 2016 - 2027 (USD Million)
TABLE 39 Customer self-service software market in media & entertainment, 2016 - 2027 (USD Million)
TABLE 40 Customer self-service software market in media & entertainment, by region, 2016 - 2027 (USD Million)
TABLE 41 Customer self-service software market in IT & telecommunication, 2016 - 2027 (USD Million)
TABLE 42 Customer self-service software market in IT & telecommunication, by region, 2016 - 2027 (USD Million)
TABLE 43 Customer self-service software market in healthcare, 2016 - 2027 (USD Million)
TABLE 44 Customer self-service software market in healthcare, by region, 2016 - 2027 (USD Million)
TABLE 45 Customer self-service software market in government, 2016 - 2027 (USD Million)
TABLE 46 Customer self-service software market in government, by region, 2016 - 2027 (USD Million)
TABLE 47 Customer self-service software in other end use, 2016 - 2027 (USD Million)
TABLE 48 Customer self-service software in other end use, by region, 2016 - 2027 (USD Million)
TABLE 49 North America customer self-service software market, 2016 - 2027 (USD Million)
TABLE 50 North America customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 51 North America customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 52 North America customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 53 North America customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 54 U.S. customer self-service software market, 2016 - 2027 (USD Million)
TABLE 55 U.S. customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 56 U.S. customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 57 U.S. customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 58 U.S. customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 59 Canada customer self-service software market, 2016 - 2027 (USD Million)
TABLE 60 Canada customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 61 Canada customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 62 Canada customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 63 Canada customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 64 Europe customer self-service software market, 2016 - 2027 (USD Million)
TABLE 65 Europe customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 66 Europe customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 67 Europe customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 68 Europe customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 69 Germany customer self-service software market, 2016 - 2027 (USD Million)
TABLE 70 Germany customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 71 Germany customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 72 Germany customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 73 Germany customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 74 U.K. customer self-service software market, 2016 - 2027 (USD Million)
TABLE 75 U.K. customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 76 U.K. customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 77 U.K. customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 78 U.K. customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 79 Asia Pacific customer self-service software market, 2016 - 2027 (USD Million)
TABLE 80 Asia Pacific customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 81 Asia Pacific customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 82 Asia Pacific customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 83 Asia Pacific customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 84 China customer self-service software market, 2016 - 2027 (USD Million)
TABLE 85 China customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 86 China customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 87 China customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 88 China customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 89 India customer self-service software market, 2016 - 2027 (USD Million)
TABLE 90 India customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 91 India customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 92 India customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 93 India customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 94 Japan customer self-service software market, 2016 - 2027 (USD Million)
TABLE 95 Japan customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 96 Japan customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 97 Japan customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 98 Japan customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 99 Latin America customer self-service software market, 2016 - 2027 (USD Million)
TABLE 100 Latin America customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 101 Latin America customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 102 Latin America customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 103 Latin America customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 104 Brazil customer self-service software market, 2016 - 2027 (USD Million)
TABLE 105 Brazil customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 106 Brazil customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 107 Brazil customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 108 Brazil customer self-service software market, by end use, 2016 - 2027 (USD Million)
TABLE 109 MEA customer self-service software market, 2016 - 2027 (USD Million)
TABLE 110 MEA customer self-service software market, by solution, 2016 - 2027 (USD Million)
TABLE 111 MEA customer self-service software market, by service, 2016 - 2027 (USD Million)
TABLE 112 MEA customer self-service software market, by deployment, 2016 - 2027 (USD Million)
TABLE 113 MEA customer self-service software market, by end use, 2016 - 2027 (USD Million)
LIST OF FIGURES
FIG. 1 Market segmentation and scope
FIG. 2 Global customer self-service software market, 2016 - 2027 (USD Million)
FIG. 3 Customer self-service software market - Value chain analysis
FIG. 4 Customer self-service software market dynamics
FIG. 5 Key opportunities prioritized
FIG. 6 Customer self-service software market - Key company market share analysis, 2019
FIG. 7 Customer self-service software market - Porter’s five forces analysis
FIG. 8 Customer self-service software market - PESTEL analysis
FIG. 9 Customer self-service software market, by solution, 2019
FIG. 10 Customer self-service software market, by service, 2019
FIG. 11 Customer self-service software market, by deployment, 2019
FIG. 12 Customer self-service software market, by end-use, 2019
FIG. 13 Customer self-service software market, by region, 2019
FIG. 14 Customer self-service software market - Regional takeaways
FIG. 15 North America customer self-service software market - Key takeaways
FIG. 16 Europe customer self-service software market - Key takeaways
FIG. 17 Asia Pacific customer self-service software market - Key takeaways
FIG. 18 Latin America customer self-service software market - Key takeaways
FIG. 19 MEA customer self-service software market - Key takeaways
FIG. 1 Market segmentation and scope
FIG. 2 Global customer self-service software market, 2016 - 2027 (USD Million)
FIG. 3 Customer self-service software market - Value chain analysis
FIG. 4 Customer self-service software market dynamics
FIG. 5 Key opportunities prioritized
FIG. 6 Customer self-service software market - Key company market share analysis, 2019
FIG. 7 Customer self-service software market - Porter’s five forces analysis
FIG. 8 Customer self-service software market - PESTEL analysis
FIG. 9 Customer self-service software market, by solution, 2019
FIG. 10 Customer self-service software market, by service, 2019
FIG. 11 Customer self-service software market, by deployment, 2019
FIG. 12 Customer self-service software market, by end-use, 2019
FIG. 13 Customer self-service software market, by region, 2019
FIG. 14 Customer self-service software market - Regional takeaways
FIG. 15 North America customer self-service software market - Key takeaways
FIG. 16 Europe customer self-service software market - Key takeaways
FIG. 17 Asia Pacific customer self-service software market - Key takeaways
FIG. 18 Latin America customer self-service software market - Key takeaways
FIG. 19 MEA customer self-service software market - Key takeaways
