Customer Self-Service Software Market by Solution (Web Self-Service, Mobile Self-Service, Intelligent Virtual Assistants, and Social Media and Community Self-Service), Service, Deployment Type, Vertical, and Region - Global Forecast to 2021

  • ID: 4055034
  • Report
  • Region: Global
  • 153 Pages
  • Markets and Markets
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Customer Self-Service (CSS) Software Market Size is Estimated to Grow from USD 4.33 Billion in 2016 to USD 9.38 Billion by 2021, at a CAGR of 16.7%

FEATURED COMPANIES

  • Answerdash, Inc.
  • Avaya, Inc.
  • Egain Corporation
  • Microsoft Corporation
  • Recursive Labs, Inc.
  • Unblu, Inc.
  • MORE

"Increasing need among the companies to enhance their overall customer experience and decrease the customer churn out rate, and Increasing availability of various customer service touch points, is expected to drive the overall market"

The customer self-service (CSS) software market size is estimated to grow from USD 4.33 billion in 2016 to USD 9.38 billion by 2021, at a Compound Annual Growth Rate (CAGR) of 16.7% due increasing availability of various customer service touch points and increasing need among the companies to enhance their overall customer experience. In addition, increasing productivity and reduction of operational costs has also led to an increasing demand for CSS services and solutions. However, factors such as hesitation among organization’s employees to adapt new self-service technologies and less awareness among customers is the major factor restraining the overall growth of the market.

"Web self-service solution is expected to dominate the market during the forecast period"

In 2016, Web self-service is expected to dominate the solution segment in the CSS software market. As this solution is used as a digital support mechanism by many organizations, which enables the customers and employees in the organization to self-assist themselves by providing access to information and perform routine tasks over the internet.

"Asia-Pacific (APAC) is projected to witness the highest growth during the forecast period"

North America is expected to hold the largest market share of the CSS software market in 2016 due to factors such as increasing penetration of mobile and web self-service solutions among customers and the presence of major CSS software vendors in the U.S. APAC is estimated to grow at the highest rate during the forecast period as organizations in this region are looking to adapt CSS solutions to meet the demand of dynamic customer base as well as SMEs are also acknowledging the importance of CSS solutions and are receptive towards considering dedicated self-care application.

In the process of determining and verifying the market size for several segments and sub segments gathered through secondary research, extensive primary interviews were conducted with key industry personnel. The break-up of profiles of primary discussion participants is given below.

  • By Company Type: Tier-1: 42%, Tier-2: 36%, and Tier-3: 22% companies
  • By Designation: C-Level: 35%, Director Level: 25%, and Others: 40%
  • By Region: North America: 31%, Europe: 33%, Asia-Pacific: 19%, and Rest of the World: 17%

The list of CSS vendors profiled in the report is as follows:

1. Microsoft Corporation (U.S.)
2. Nuance Communications (U.S.)
3. Oracle Corporation (U.S.)
4. SAP SE (Germany)
5. Salesforce.com, Inc. (U.S.)
6. Aspect Software Inc. (U.S.)
7. Avaya, Inc. (U.S.)
8. BMC Software, Inc. (U.S.)
9. Verint Systems, Inc. (U.S.)
10. Zendesk, Inc. (U.S.)

Research Coverage

The global CSS software market has been segmented on the basis of solutions, services, deployment types, verticals, and regions. The various types of analysis covered in the study include SWOT analysis, value chain analysis, competitive landscaping, and DROC analysis. The he scope of the report covers detailed information regarding the major factors influencing the growth of the customer self-service software market such as drivers, restraints, challenges, and opportunities.

Reasons to Buy the Report

The report will help the market leaders/new entrants in this market in the following ways:

1. This report segments the CSS software market comprehensively and provides the closest approximations of the revenue numbers for the overall market and the sub segments across different verticals and regions.
2. The report helps the stakeholders understand the pulse of the market and provides them information on key market drivers, restraints, challenges, and opportunities.
3. This report will help the stakeholders to better understand the competitors and gain more insights to better their position in the business. The competitive landscape section includes competitor ecosystem, new product developments, partnerships, and mergers & acquisitions.

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Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • Answerdash, Inc.
  • Avaya, Inc.
  • Egain Corporation
  • Microsoft Corporation
  • Recursive Labs, Inc.
  • Unblu, Inc.
  • MORE
1 Introduction

    1.1 Objectives of the Study

    1.2 Market Definition

    1.3 Market Scope

           1.3.1 Markets Covered

           1.3.2 Years Considered for the Study

    1.4 Currency

    1.5 Limitations

    1.6 Stakeholders

2 Research Methodology

    2.1 Introduction

           2.1.1 Secondary Data

                    2.1.1.1 Key Data From Secondary Sources

           2.1.2 Primary Data

                    2.1.2.1 Key Data From Primary Sources

                    2.1.2.2 Key Industry Insights

                    2.1.2.3 Breakdown of Primaries

    2.2 Market Size Estimation

           2.2.1 Bottom-Up Approach

           2.2.2 Top-Down Approach

    2.3 Market Breakdown and Data Triangulation

    2.4 Vendor Comparison Methodology

    2.5 Research Assumptions and Limitations

           2.5.1 Assumptions

           2.5.2 Limitations

3 Executive Summary

4 Premium Insights

    4.1 Attractive Market Opportunities in the Customer Self-Service Software Market

    4.2 Customer Self-Service Software Market, By Region, 2016 vs 2021

    4.3 Customer Self-Service Software Market, By Deployment Type, 2016-2021

    4.4 Customer Self-Service Software Market, By Vertical and Region, 2016

    4.5 Lifecycle Analysis, By Region, 2016-2021

5 Market Overview

    5.1 Introduction

    5.2 Evolution

    5.3 Market Segmentation

           5.3.1 By Type

           5.3.2 By Solution

           5.3.3 By Service

           5.3.4 By Deployment Type

           5.3.5 By Vertical

           5.3.6 By Region

    5.4 Market Dynamics

           5.4.1 Drivers

                    5.4.1.1 Enhancing the Customer Service Enables Companies to Increase Customer Satisfaction and Loyalty Levels

                    5.4.1.2 Increasing Availability of Various Customer Service Touch Points

                    5.4.1.3 Increasing Need of Companies to Gain Competitive Advantage and Decrease Customer Churn Out Rate

                    5.4.1.4 Increase in Productivity and Reduction of Operational Costs

           5.4.2 Restraints

                    5.4.2.1 The Increasing Deployment of CSS Tools May Decrease the Personal Engagement and Interaction of Companies With Customers

                    5.4.2.2 Low Adoption of CSS Technologies Among Organizations and Less Awareness Among Customers

           5.4.3 Opportunities

                    5.4.3.1 Integration of Artificial Intelligence, Business Intelligence, and Big Data With CSS Technologies to Understand Consumer Behavior

                    5.4.3.2 Increasing Opportunities for CSS Via Social Media

                    5.4.3.3 Rapid Adoption of Automated CSS Software Across Small and Medium-Sized Enterprises

           5.4.4 Challenges

                    5.4.4.1 Complex User Interfaces and Technological Glitches

                    5.4.4.2 Lack of Skilled Workforce to Handle Self-Service Portals

6 Industry Trends

    6.1 Introduction

    6.2 Ecosystem Analysis

    6.3 Innovation Spotlight

7 Customer Self-Service Software Market Analysis, By Type

    7.1 Introduction

    7.2 Solutions

           7.2.1 Web Self-Service

           7.2.2 Mobile Self-Service

           7.2.3 Intelligent Virtual Assistants

           7.2.4 Social Media and Community Self-Service

           7.2.5 E-Mail Management

           7.2.6 Interactive Voice Response and Interactive Text Response

           7.2.7 Others

    7.3 Services

           7.3.1 Professional Services

                    7.3.1.1 Consulting Services

                    7.3.1.2 Integration and Deployment Services

                    7.3.1.3 Training and Support Services

           7.3.2 Managed Services

8 Customer Self-Service Software Market Analysis, By Deployment Type

    8.1 Introduction

    8.2 Cloud

    8.3 On-Premises

9 Customer Self-Service Software Market Analysis, By Vertical

    9.1 Introduction

    9.2 Banking, Financial Services, and Insurance

    9.3 Manufacturing

    9.4 Retail and E-Commerce

    9.5 Education

    9.6 Media and Entertainment

    9.7 IT and Telecommunication

    9.8 Healthcare and Life Sciences

    9.9 Transportation and Logistics

    9.10 Utilities

    9.11 Government and Public

    9.12 Others

10 Geographic Analysis

     10.1 Introduction

     10.2 North America

             10.2.1 U.S.

             10.2.2 Canada

     10.3 Europe

     10.4 Asia-Pacific

     10.5 Middle East and Africa

     10.6 Latin America

11 Competitive Landscape

     11.1 Overview

     11.2 Portfolio Comparison

     11.3 Competitive Situations and Trends

             11.3.1 Partnerships, Agreements, and Collaborations

             11.3.2 New Product Launches

             11.3.3 Mergers and Acquisitions

     11.4 Strategic Benchmarking

     11.5 Customer Self-Service Software Market: Vendor Comparison

     11.6 Vendor Inclusion Criteria

     11.7 Vendors Evaluated

12 Company Profiles

     12.1 Introduction
(Overview, Financials, Products & Services, Strategy, and Developments) -

     12.2 Microsoft Corporation

     12.3 Nuance Communications, Inc.

     12.4 Oracle Corporation

     12.5 SAP SE

     12.6 Salesforce.Com, Inc.

     12.7 Aspect Software, Inc.

     12.8 Avaya, Inc.

     12.9 BMC Software, Inc.

     12.10 Verint Systems, Inc.

     12.11 Zendesk, Inc.
  • Details on Overview, Financials, Product & Services, Strategy, and Developments Might Not Be Captured in Case of Unlisted Companies.
12.12 Key Innovators

             12.12.1 Answerdash, Inc.

             12.12.2 Aptean Corporation

             12.12.3 Creative Virtual

             12.12.4 Egain Corporation

             12.12.5 Freshdesk, Inc.

             12.12.6 Happyfox, Inc.

             12.12.7 Inbenta Technologies, Inc.

             12.12.8 Nanorep Technologies Ltd.

             12.12.9 Recursive Labs, Inc.

             12.12.10 Unblu, Inc.

List of Tables

Table 1 Customer Self-Service Software Market Size and Growth Rate, 2014-2021 (USD Billion, Year-Over-Year (Y-O-Y) %)
Table 2 Customer Self-Service Software Market: Innovation Spotlight
Table 3 Customer Self-Service Software Market Size, By Type, 2014-2021 (USD Million)
Table 4 Customer Self-Service Software Market Size, By Solution, 2014-2021 (USD Million)
Table 5 Web Self-Service: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 6 Mobile Self-Service: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 7 Intelligent Virtual Assistants: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 8 Social Media and Community Self-Service: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 9 E-Mail Management: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 10 Interactive Voice Response and Interactive Text Response: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 11 Others: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 12 Customer Self-Service Software Market Size, By Service, 2014-2021 (USD Million)
Table 13 Professional Services: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 14 Customer Self-Service Software Market Size, By Professional Service, 2014-2021 (USD Million)
Table 15 Consulting Services: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 16 Integration and Deployment Services: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 17 Training and Support Services: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 18 Managed Services: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 19 Customer Self-Service Software Market Size, By Deployment Type, 2014-2021 (USD Million)
Table 20 Cloud: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 21 On-Premises: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 22 Customer Self-Service Software Market Size, By Vertical, 2014-2021 (USD Million)
Table 23 Banking, Financial Services, and Insurance: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 24 Manufacturing: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 25 Retail and E-Commerce: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 26 Education: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 27 Media and Entertainment: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 28 IT and Telecommunication: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 29 Healthcare and Life Sciences: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 30 Transportation and Logistics: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 31 Utilities: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 32 Government and Public: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 33 Others: Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 34 Customer Self-Service Software Market Size, By Region, 2014-2021 (USD Million)
Table 35 North America: Customer Self-Service Software Market Size, By Type, 2014-2021 (USD Million)
Table 36 North America: Customer Self-Service Software Market Size, By Solution, 2014-2021 (USD Million)
Table 37 North America: Customer Self-Service Software Market Size, By Service, 2014-2021 (USD Million)
Table 38 North America: Customer Self-Service Software Market Size, By Professional Service, 2014-2021 (USD Million)
Table 39 North America: Customer Self-Service Software Market Size, By Deployment Type, 2014-2021 (USD Million)
Table 40 North America: Customer Self-Service Software Market Size, By Vertical, 2014-2021 (USD Million)
Table 41 North America: Customer Self-Service Software Market Size, By Country, 2014-2021 (USD Million)
Table 42 U.S.: Customer Self-Service Software Market Size, By Type, 2014-2021 (USD Million)
Table 43 U.S.: Customer Self-Service Software Market Size, By Solution, 2014-2021 (USD Million)
Table 44 U.S.: Customer Self-Service Software Market Size, By Service, 2014-2021 (USD Million)
Table 45 U.S.: Customer Self-Service Software Market Size, By Professional Service, 2014-2021 (USD Million)
Table 46 U.S.: Customer Self-Service Software Market Size, By Deployment Type, 2014-2021 (USD Million)
Table 47 U.S.: Customer Self-Service Software Market Size, By Vertical, 2014-2021 (USD Million)
Table 48 Canada: Customer Self-Service Software Market Size, By Type, 2014-2021 (USD Million)
Table 49 Canada: Customer Self-Service Software Market Size, By Solution, 2014-2021 (USD Million)
Table 50 Canada: Customer Self-Service Software Market Size, By Service, 2014-2021 (USD Million)
Table 51 Canada: Customer Self-Service Software Market Size, By Professional Service, 2014-2021 (USD Million)
Table 52 Canada: Customer Self-Service Software Market Size, By Deployment Type, 2014-2021 (USD Million)
Table 53 Canada: Customer Self-Service Software Market Size, By Vertical, 2014-2021 (USD Million)
Table 54 Europe: Customer Self-Service Software Market Size, By Type, 2014-2021 (USD Million)
Table 55 Europe: Customer Self-Service Software Market Size, By Solution, 2014-2021 (USD Million)
Table 56 Europe: Customer Self-Service Software Market Size, By Service, 2014-2021 (USD Million)
Table 57 Europe: Customer Self-Service Software Market Size, By Professional Service, 2014-2021 (USD Million)
Table 58 Europe: Customer Self-Service Software Market Size, By Deployment Type, 2014-2021 (USD Million)
Table 59 Europe: Customer Self-Service Software Market Size, By Vertical, 2014-2021 (USD Million)
Table 60 Asia-Pacific: Customer Self-Service Software Market Size, By Type, 2014-2021 (USD Million)
Table 61 Asia-Pacific: Customer Self-Service Software Market Size, By Solution, 2014-2021 (USD Million)
Table 62 Asia-Pacific: Customer Self-Service Software Market Size, By Service, 2014-2021 (USD Million)
Table 63 Asia-Pacific: Customer Self-Service Software Market Size, By Professional Service, 2014-2021 (USD Million)
Table 64 Asia-Pacific: CSS Software Size, By Deployment Type, 2014-2021 (USD Million)
Table 65 Asia-Pacific: Customer Self-Service Software Market Size, By Vertical, 2014-2021 (USD Million)
Table 66 Middle East and Africa: Customer Self-Service Software Market Size, By Type, 2014-2021 (USD Million)
Table 67 Middle East and Africa: Customer Self-Service Software Market Size, By Solution, 2014-2021 (USD Million)
Table 68 Middle East and Africa: Customer Self-Service Software Market Size, By Service, 2014-2021 (USD Million)
Table 69 Middle East and Africa: Customer Self-Service Software Market Size, By Professional Service, 2014-2021 (USD Million)
Table 70 Middle East and Africa: Customer Self-Service Software Market Size, By Deployment Type, 2014-2021 (USD Million)
Table 71 Middle East and Africa: Customer Self-Service Software Market Size, By Vertical, 2014-2021 (USD Million)
Table 72 Latin America: Customer Self-Service Software Market Size, By Type, 2014-2021 (USD Million)
Table 73 Latin America: Customer Self-Service Software Market Size, By Solution, 2014-2021 (USD Million)
Table 74 Latin America: Customer Self-Service Software Market Size, By Service, 2014-2021 (USD Million)
Table 75 Latin America: Customer Self-Service Software Market Size, By Professional Service, 2014-2021 (USD Million)
Table 76 Latin America: Customer Self-Service Software Market Size, By Deployment Type, 2014-2021 (USD Million)
Table 77 Latin America: Customer Self-Service Software Market Size, By Vertical, 2014-2021 (USD Million)
Table 78 Partnerships, Agreements, and Collaborations, 2016
Table 79 New Product Launches, 2016
Table 80 Mergers and Acquisitions, 2015-2016
Table 81 Evaluation Criteria

List of Figures

Figure 1 Global Customer Self-Service Software Market: Research Design
Figure 2 Market Size Estimation Methodology: Bottom-Up Approach
Figure 3 Market Size Estimation Methodology: Top-Down Approach
Figure 4 Data Triangulation
Figure 5 Vendor Comparison: Criteria Weightage
Figure 6 Increasing Need Among the Companies to Enhance Their Overall Customer Experience is Driving the Growth of the Customer Self-Service Software Market
Figure 7 The Top Three Segments for the Customer Self-Service Software Market During the Forecast Period
Figure 8 North America is Expected to Hold the Largest Market Share in 2016
Figure 9 Growth Trends of CSS Market
Figure 10 Asia-Pacific is Expected to Witness the Highest Growth During the Forecast Period
Figure 11 Cloud Deployment is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 12 Banking, Financial Services, and Insurance Vertical is Expected to Hold the Largest Market Share in 2016
Figure 13 Regional Lifecycle: Asia-Pacific is Expected to Exhibit the Highest Growth Potential During the Forecast Period
Figure 14 Customer Self-Service Software Market: Market Investment Scenario
Figure 15 Evolution of Customer Self-Service Software Market
Figure 16 Customer Self-Service Software Market Segmentation: By Type
Figure 17 Customer Self-Service Software Market Segmentation: By Solution
Figure 18 Customer Self-Service Software Market Segmentation: By Service
Figure 19 Customer Self-Service Software Market Segmentation: By Deployment Type
Figure 20 Customer Self-Service Software Market Segmentation: By Vertical
Figure 21 Customer Self-Service Software Market Segmentation: By Region
Figure 22 Customer Self-Service Software Market: Drivers, Restraints, Opportunities, and Challenges
Figure 23 Customer Self-Service Software Market: Ecosystem
Figure 24 Web Self-Service is Expected to Lead the Customer Self-Service Software Solutions Market in Terms of Market Size During the Forecast Period
Figure 25 Professional Services is Expected to Hold the Largest Market Size During the Forecast Period
Figure 26 Cloud Deployment is Expected to Dominate the Market During the Forecast Period
Figure 27 Banking, Financial Services, and Insurance Vertical is Expected to Dominate the Market During the Forecast Period
Figure 28 Asia-Pacific: an Attractive Destination for the CSS Software Market, 2016-2021
Figure 29 Asia-Pacific is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 30 Regional Snapshot: Asia-Pacific, Latin America, and MEA as Hotspots During 2016-2021
Figure 31 North America Market Snapshot
Figure 32 Asia-Pacific Market Snapshot
Figure 33 Companies Adopted Partnerships, Agreements, and Collaborations and New Product Launches as the Key Growth Strategies From 2014 to 2016
Figure 34 Customer Self-Service Software Market: Portfolio Comparison
Figure 35 Market Evaluation Framework
Figure 36 Battle for Market Share: New Product Launches and Partnerships, Agreements, and Collaborations Were the Key Strategies Adopted By Companies in the Customer Self-Service Software Market From 2014 to 2016
Figure 37 Companies Adopted Partnerships and Collaborations to Gain A Competitive Advantage in the Market
Figure 38 Evaluation Overview Table: Product Offerings
Figure 39 Evaluation Overview Table: Business Strategies
Figure 40 Geographic Revenue Mix of the Top Five Market Players
Figure 41 Microsoft Corporation: Company Snapshot
Figure 42 Microsoft Corporation: SWOT Analysis
Figure 43 Nuance Communications, Inc.: Company Snapshot
Figure 44 Nuance Communications, Inc.: SWOT Analysis
Figure 45 Oracle Corporation: Company Snapshot
Figure 46 Oracle Corporation: SWOT Analysis
Figure 47 SAP SE: Company Snapshot
Figure 48 SAP SE: SWOT Analysis
Figure 49 Salesforce.Com, Inc.: Company Snapshot
Figure 50 Salesforce.Com, Inc.: SWOT Analysis
Figure 51 Avaya, Inc.: Company Snapshot
Figure 52 Verint Systems, Inc.: Company Snapshot
Figure 53 Zendesk, Inc.: Company Snapshot
Note: Product cover images may vary from those shown
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  • Answerdash, Inc.
  • Aptean Corporation
  • Aspect Software, Inc.
  • Avaya, Inc.
  • BMC Software, Inc.
  • Creative Virtual
  • Egain Corporation
  • Freshdesk, Inc.
  • Happyfox, Inc.
  • Inbenta Technologies, Inc.
  • Microsoft Corporation
  • Nanorep Technologies Ltd.
  • Nuance Communications, Inc.
  • Oracle Corporation
  • Recursive Labs, Inc.
  • SAP SE
  • Salesforce.Com, Inc.
  • Unblu, Inc.
  • Verint Systems, Inc.
  • Zendesk, Inc.
Note: Product cover images may vary from those shown
6 of 6
Note: Product cover images may vary from those shown
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