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Customer Self-Service Software Market Research Report by Type, by Vertical - Global Forecast to 2025 - Cumulative Impact of COVID-19

  • ID: 4857965
  • Report
  • June 2020
  • Region: Global
  • 215 pages
  • 360iResearch
until Jul 31st 2020
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The Global Customer Self-Service Software Market to Grow USD 12,447.15 Million by 2025, at a CAGR of 12.94%


  • Answerdash, Inc.
  • Avaya, Inc.
  • Egain Corporation
  • Microsoft Corporation
  • Recursive Labs, Inc.
  • Unblu, Inc.
  • MORE
The Global Customer Self-Service Software Market is expected to grow from USD 5,997.39 Million in 2019 to USD 12,447.15 Million by the end of 2025 at a Compound Annual Growth Rate (CAGR) of 12.94%.

Market Segmentation & Coverage:

This research report categorizes the Customer Self-Service Software to forecast the revenues and analyze the trends in each of the following sub-markets:

On the basis of Type, the Customer Self-Service Software Market is examined across Services and Solutions. The Services further studied across Consulting Services, Integration and Deployment Services, Managed Services, and Training and Support Services. The Solutions further studied across E-Mail Management, Intelligent Virtual Assistants, Interactive Voice Response and Interactive Text Response, Mobile Self-Service, Social Media and Community Self-Service, and Web Self-Service.

On the basis of Delpoyment, the Customer Self-Service Software Market is examined across On-Cloud and On-Premises.

On the basis of Vertical, the Customer Self-Service Software Market is examined across Banking, Financial Services, and Insurance, Education, Government and Public, Healthcare and Life Sciences, IT and Telecommunication, Manufacturing, Media and Entertainment, Retail and E-Commerce, Transportation and Logistics, and Utilities.

On the basis of Geography, the Customer Self-Service Software Market is examined across Americas, Asia-Pacific, and Europe, Middle East & Africa. The Americas region is examined across Argentina, Brazil, Canada, Mexico, and United States. The Asia-Pacific region is examined across Australia, China, India, Indonesia, Japan, Malaysia, Philippines, South Korea, and Thailand. The Europe, Middle East & Africa region is examined across France, Germany, Italy, Netherlands, Qatar, Russia, Saudi Arabia, South Africa, Spain, United Arab Emirates, and United Kingdom.

Company Usability Profiles:

The report deeply explores the recent significant developments by the leading vendors and innovation profiles in the Global Customer Self-Service Software Market including 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., Salesforce.Com, Inc., SAP SE, Unblu, Inc., Verint Systems, Inc., and Zendesk, Inc..

FPNV Positioning Matrix:

The FPNV Positioning Matrix evaluates and categorizes the vendors in the Customer Self-Service Software Market on the basis of Business Strategy (Business Growth, Industry Coverage, Financial Viability, and Channel Support) and Product Satisfaction (Value for Money, Ease of Use, Product Features, and Customer Support) that aids businesses in better decision making and understanding the competitive landscape.

Competitive Strategic Window:

The Competitive Strategic Window analyses the competitive landscape in terms of markets, applications, and geographies. The Competitive Strategic Window helps the vendor define an alignment or fit between their capabilities and opportunities for future growth prospects. During a forecast period, it defines the optimal or favorable fit for the vendors to adopt successive merger and acquisition strategies, geography expansion, research & development, and new product introduction strategies to execute further business expansion and growth.

Cumulative Impact of COVID-19:

COVID-19 is an incomparable global public health emergency that has affected almost every industry, so for and, the long-term effects projected to impact the industry growth during the forecast period. Our ongoing research amplifies our research framework to ensure the inclusion of underlaying COVID-19 issues and potential paths forward. The report is delivering insights on COVID-19 considering the changes in consumer behavior and demand, purchasing patterns, re-routing of the supply chain, dynamics of current market forces, and the significant interventions of governments. The updated study provides insights, analysis, estimations, and forecast, considering the COVID-19 impact on the market.

The report provides insights on the following pointers:

1. Market Penetration: Provides comprehensive information on sulfuric acid offered by the key players
2. Market Development: Provides in-depth information about lucrative emerging markets and analyzes the markets
3. Market Diversification: Provides detailed information about new product launches, untapped geographies, recent developments, and investments
4. Competitive Assessment & Intelligence: Provides an exhaustive assessment of market shares, strategies, products, and manufacturing capabilities of the leading players
5. Product Development & Innovation: Provides intelligent insights on future technologies, R&D activities, and new product developments

The report answers questions such as:

1. What is the market size and forecast of the Global Customer Self-Service Software Market?
2. What are the inhibiting factors and impact of COVID-19 shaping the Global Customer Self-Service Software Market during the forecast period?
3. Which are the products/segments/applications/areas to invest in over the forecast period in the Global Customer Self-Service Software Market?
4. What is the competitive strategic window for opportunities in the Global Customer Self-Service Software Market?
5. What are the technology trends and regulatory frameworks in the Global Customer Self-Service Software Market?
6. What are the modes and strategic moves considered suitable for entering the Global Customer Self-Service Software Market?
Note: Product cover images may vary from those shown
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  • Answerdash, Inc.
  • Avaya, Inc.
  • Egain Corporation
  • Microsoft Corporation
  • Recursive Labs, Inc.
  • Unblu, Inc.
  • MORE
1. Preface
1.1. Objectives of the Study
1.2. Market Segmentation & Coverage
1.3. Years Considered for the Study
1.4. Currency & Pricing
1.5. Language
1.6. Stakeholders

2. Research Methodology
2.1. Research Process
2.1.1. Define: Research Objective
2.1.2. Determine: Research Design
2.1.3. Prepare: Research Instrument
2.1.4. Collect: Data Source
2.1.5. Analyze: Data Interpretation
2.1.6. Formulate: Data Verification
2.1.7. Publish: Research Report
2.1.8. Repeat: Report Update
2.2. Research Execution
2.2.1. Initiation: Research Process
2.2.2. Planning: Develop Research Plan
2.2.3. Execution: Conduct Research
2.2.4. Verification: Finding & Analysis
2.2.5. Publication: Research Report
2.3. Research Outcome
2.3.1. Competitive Strategic Window

3. Executive Summary
3.1. Market Outlook
3.2. Type Outlook
3.3. Delpoyment Outlook
3.4. Vertical Outlook
3.5. Geography Outlook
3.6. Competitor Outlook

4. Market Overview
4.1. Introduction
4.2. Customer Self-Service Software Market, By Geography

5. Market Dynamics
5.1. Introduction
5.1.1. Drivers Enables companies to increase customer satisfaction and loyalty levels Increasing availability of various customer service touchpoints Need to gain competitive advantage and reduce customer churn out rate at reduced operational cost
5.1.2. Restraints Limited adoption among organizations and unawareness among customers
5.1.3. Opportunities Integration of artificial intelligence, business intelligence, and big data Potential for CSS via social media Rapid adoption across small and medium-sized enterprises
5.1.4. Challenges Complicated UI and technological issues

6. Market Insights
6.1. Porters Five Forces Analysis
6.1.1. Threat of New Entrants
6.1.2. Threat of Substitutes
6.1.3. Bargaining Power of Customers
6.1.4. Bargaining Power of Suppliers
6.1.5. Industry Rivalry
6.2. Cumulative Impact of COVID-19
6.3. Client Customizations
6.3.1. Ecosystem Analysis
6.3.2. Innovation Spotlight

7. Global Customer Self-Service Software Market, By Type
7.1. Introduction
7.2. Services
7.2.1. Consulting Services
7.2.2. Integration and Deployment Services
7.2.3. Managed Services
7.2.4. Training and Support Services
7.3. Solutions
7.3.1. E-Mail Management
7.3.2. Intelligent Virtual Assistants
7.3.3. Interactive Voice Response and Interactive Text Response
7.3.4. Mobile Self-Service
7.3.5. Social Media and Community Self-Service
7.3.6. Web Self-Service

8. Global Customer Self-Service Software Market, By Delpoyment
8.1. Introduction
8.2. On-Cloud
8.3. On-Premises

9. Global Customer Self-Service Software Market, By Vertical
9.1. Introduction
9.2. Banking, Financial Services, and Insurance
9.3. Education
9.4. Government and Public
9.5. Healthcare and Life Sciences
9.6. IT and Telecommunication
9.7. Manufacturing
9.8. Media and Entertainment
9.9. Retail and E-Commerce
9.10. Transportation and Logistics
9.11. Utilities

10. Americas Customer Self-Service Software Market
10.1. Introduction
10.2. Argentina
10.3. Brazil
10.4. Canada
10.5. Mexico
10.6. United States

11. Asia-Pacific Customer Self-Service Software Market
11.1. Introduction
11.2. Australia
11.3. China
11.4. India
11.5. Indonesia
11.6. Japan
11.7. Malaysia
11.8. Philippines
11.9. South Korea
11.10. Thailand

12. Europe, Middle East & Africa Customer Self-Service Software Market
12.1. Introduction
12.2. France
12.3. Germany
12.4. Italy
12.5. Netherlands
12.6. Qatar
12.7. Russia
12.8. Saudi Arabia
12.9. South Africa
12.10. Spain
12.11. United Arab Emirates
12.12. United Kingdom

13. Competitive Landscape
13.1. FPNV Positioning Matrix
13.1.1. Quadrants
13.1.2. Business Strategy
13.1.3. Product Satisfaction
13.2. Market Ranking Analysis
13.3. Market Share Analysis
13.4. Competitive Scenario
13.4.1. Merger & Acquisition
13.4.2. Agreement, Collaboration & Partnership
13.4.3. New Product Launch & Enhancement
13.4.4. Investment & Funding

14. Company Usability Profiles
14.1. Answerdash, Inc.
14.2. Aptean Corporation
14.3. Aspect Software, Inc.
14.4. Avaya, Inc.
14.5. BMC Software, Inc.
14.6. Creative Virtual
14.7. Egain Corporation
14.8. Freshdesk, Inc.
14.9. Happyfox, Inc.
14.10. Inbenta Technologies, Inc.
14.11. Microsoft Corporation
14.12. Nanorep Technologies Ltd.
14.13. Nuance Communications, Inc.
14.14. Oracle Corporation
14.15. Recursive Labs, Inc.
14.16. Salesforce.Com, Inc.
14.17. SAP SE
14.18. Unblu, Inc.
14.19. Verint Systems, Inc.
14.20. Zendesk, Inc.

15. Appendix
15.1. Discussion Guide
15.2. Edition Details
15.3. License Details
15.4. Pricing Details
Note: Product cover images may vary from those shown
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4 of 3
  • 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.
  • Salesforce.Com, Inc.
  • SAP SE
  • Unblu, Inc.
  • Verint Systems, Inc.
  • Zendesk, Inc.
Note: Product cover images may vary from those shown