Customer Self-Service Software Market - Global Industry Analysis

Global Customer Self-Service Software Market: Overview

Customer self-service software offers support that aims at allowing users to find solutions by themselves often by means of an automated task management system or a knowledge base. In a digital era when one has the world at one’s fingertips, it can be frustrating for customers to physically visit a customer support center to fix their issues. Customer self-service software does not involve an actual representative at the desk, but can still provide highly satisfactory solutions to users, saving considerable time and cost.

With significant technological strides in the area of customer self-service software, the market is expected to garner high revenue.

The global customer self-service software market was valued at USD 6.83 million in 2019 and is likely to reach USD 19.81million by 2026 with a CAGR of 16.43%.

Global Customer Self-Service Software Market: Growth Factors

The constant growth of the global customer self-service software market is promised by the necessity of instant delivery of information among organizations with a view to improving their productivity and efficiency. Customer self-service software can significantly curb expenses on employee relationship management and customer relationship management and is therefore used in these two areas. Several leading providers have been focusing on user-friendly and customer-friendly solutions. As a result, the global customer self-service software market will expand at a significant rate.

High penetration of internet services is another key driver of the global customer self-service software market. Greater adoption of digital platforms and social media platforms can also be beneficial to the market outlook as customers prefer to consult Google for every trifling need.

Lack of awareness about the availability of customer self-service software can retrain the growth of the market for customer self-service software. However, the global customer self-service software market will receive momentous impetus from the integration of big data and artificial intelligence (AI) with customer self-service software solutions.

Global Customer Self-Service Software Market: Segmentation

On the basis of type, the global customer self-service software has been divided into kiosks, apps, web self-service, interactive voice response, and self-checkout. By end-user, the global customer self-service software has been divided into IT and telecommunication, BFSI, media & entertainment, ecommerce & retail, transportation & logistics, and government & public. Due to the widespread adoption of internet banking facilities, the BFSI has recorded the highest growth lately. Management of finances is made possible through customer self-service software and hence Fintech companies have been favoring the use of customer self-service software. This has led to the substantial growth of the global customer self-service software market.

The IT and telecommunication segment is expected to contribute substantially over the next few years. The retail industry also possesses immense opportunities, thanks to the lowered risks of frauds, thefts, and scams.

Global Customer Self-Service Software Market: Regional Analysis

Europe has been leading the pack for some time due to the concentration of some leading companies that offer customer self-service software. The high level of popularity of the web and mobile self-service software solutions among the population, coupled with the need to form peer-to-peer support through online forums, is responsible for the growth of this regional segment. Maximum growth opportunities, however, exist in the Asia Pacific segment. The rising number of startups in developing countries such as India, the greater preference for automation across various verticals, growing economic status, and the high rate of technological advancement in the region are some of the driving factors that steer the market toward marked growth. Another key growth driver is the increasing willingness to embrace new technologies among individuals and companies alike.

Global Customer Self-Service Software Market: Competitive Players

SolarWinds MSP, Zendesk, Software Advice Inc., Freshworks, Inc., Sykes Enterprises, unblu Inc., LogMeIn Inc., HappyFox Inc., Microsoft Corporation, Nuance Communications, SAP SE, and Oracle Corporation are some of the leading competitors in the market for customer self-service software.  Acquisitions and partnerships appear to be some of the major strategies for expanding their global footprint.

Global Customer Self-Service Software Market: Regional Segment Analysis

• North America
  • The U.S.
  • Canada
• Europe
  • France
  • The UK
  • Spain
  • Germany
  • Italy
  • Rest of Europe
• Asia Pacific
  • China
  • Japan
  • India
  • South Korea
  • Southeast Asia
  • Rest of Asia Pacific
• Latin America
  • Brazil
  • Mexico
  • Rest of Latin America
• Middle East & Africa
  • GCC
  • South Africa
  • Rest of Middle East & Africa

• Chapter 1.Preface
  • 1.1.Report Description
  • 1.2.Report Scope
• Chapter 2.Research Methodology
  • 2.1.Research Methodology
  • 2.2.Secondary Research
  • 2.3.Primary Research
  • 2.4.Models
    • 2.4.1.Company Share Analysis Model
    • 2.4.2.Revenue Based Modeling
  • 2.5.Research Limitations
• Chapter 3.Executive Summary
  • 3.1.Global Customer Self-Service Software Market, 2016 – 2026 (USD Million)
  • 3.2.Global Customer Self-Service Software Market: Snapshot
• Chapter 4.Customer Self-Service Software Market – Industry Analysis
  • 4.1.Introduction
  • 4.2.Market Drivers
    • 4.2.1.Driving Factor 1 Analysis
    • 4.2.2.Driving Factor 2 Analysis:
  • 4.3.Market Restraints
    • 4.3.1.Restraining Factor Analysis
  • 4.4.Market Opportunities
    • 4.4.1.Market Opportunity & Use-case Anaysis
    • 4.4.2.Use – Cases for Customer Self-Service Software
  • 4.5.Porter’s Five Forces Analysis
  • 4.6.COVID 19 Impact Analysis
    • 4.6.1.1.Impact on Product Development and Technology Adoption
    • 4.6.1.2.Gap Analysis

• Chapter 5.Investment Proposition Analysis
  • 5.1.Global Customer Self-Service Software Market Attractiveness, By Type
  • 5.2.Global Customer Self-Service Software Market Attractiveness, By End-user
  • 5.3.Global Customer Self-Service Software Market Attractiveness, By Region
• Chapter 6.Competitive Landscape
  • 6.1.Company Market Share Analysis - 2019
    • 6.1.1.Global Customer Self-Service Software Market: Company Market Share, 2019
  • 6.2.Strategic Developments
  • 7.1.Global Customer Self-Service Software Market Overview: by Type
    • 7.1.1.Global Customer Self-Service Software Market Revenue Share, by Type, 2019 & 2026
  • 7.2.Global Customer Self-Service Software Market Analysis/Overview – By Type
    • 7.2.1.kiosks – Overview/Analysis
    • 7.2.2.Apps – Overview/Analysis
    • 7.2.3.Web Self-Service – Overview/Analysis
    • 7.2.4.Interactive Voice Response – Overview/Analysis
    • 7.2.5.Self-checkout – Overview/Analysis
  • 7.3.kiosks
    • 7.3.1.Global Customer Self-Service Software Market for kiosks, Revenue (USD Million) 2016 - 2026
  • 7.4.Apps
    • 7.4.1.Global Customer Self-Service Software Market for Apps, Revenue (USD Million) 2016 - 2026
  • 7.5.Web Self-Service
    • 7.5.1.Global Customer Self-Service Software Market for Web Self-Service, Revenue (USD Million) 2016 - 2026
  • 7.6.Interactive Voice Response
    • 7.6.1.Global Customer Self-Service Software Market for Interactive Voice Response, Revenue (USD Million) 2016 - 2026
  • 7.7.Self-checkout
    • 7.7.1.Global Customer Self-Service Software Market for Self-checkout, Revenue (USD Million) 2016 - 2026
  • 8.1.Global Customer Self-Service Software Market Overview: by End-user
    • 8.1.1.Global Customer Self-Service Software Market Revenue Share, by End-user, 2019 & 2026
  • 8.2.Global Customer Self-Service Software Market Analysis/Overview – By End-user
    • 8.2.1.IT and Telecommunication – Overview/Analysis
    • 8.2.2.BFSI – Overview/Analysis
    • 8.2.3.Media & Entertainment – Overview/Analysis
    • 8.2.4.ecommerce & Retail – Overview/Analysis
    • 8.2.5.Transportation & Logistics – Overview/Analysis
    • 8.2.6.Government & Public – Overview/Analysis
    • 8.2.7.Others – Overview/Analysis
  • 8.3.IT and Telecommunication
    • 8.3.1.Global Customer Self-Service Software Market for IT and Telecommunication, Revenue (USD Million) 2016 - 2026
  • 8.4.BFSI
    • 8.4.1.Global Customer Self-Service Software Market for BFSI, Revenue (USD Million) 2016 - 2026
  • 8.5.Media & Entertainment
    • 8.5.1.Global Customer Self-Service Software Market for Media & Entertainment, Revenue (USD Million) 2016 - 2026
  • 8.6.ecommerce & Retail
    • 8.6.1.Global Customer Self-Service Software Market for ecommerce & Retail, Revenue (USD Million) 2016 - 2026
  • 8.7.Transportation & Logistics
    • 8.7.1.Global Customer Self-Service Software Market for Transportation & Logistics, Revenue (USD Million) 2016 - 2026
  • 8.8.Government & Public
    • 8.8.1.Global Customer Self-Service Software Market for Government & Public, Revenue (USD Million) 2016 - 2026
  • 8.9.Others
    • 8.9.1.Global Customer Self-Service Software Market for Others, Revenue (USD Million) 2016 - 2026
• Chapter 9.Customer Self-Service Software Market – Regional Analysis
  • 9.1.Global Customer Self-Service Software Market: Regional Overview
    • 9.1.1.Global Customer Self-Service Software Market Revenue Share, by Region, 2019 & 2026
    • 9.1.2.Global Customer Self-Service Software Market Revenue, by Region, 2016 – 2026 (USD Million)
  • 9.2.North America
    • 9.2.1.North America Customer Self-Service Software Market Revenue, 2016 - 2026 (USD Million)
    • 9.2.2.North America Customer Self-Service Software Market Revenue, by Country, 2016 – 2026 (USD Million)
    • 9.2.3.North America Customer Self-Service Software Market Revenue, by Type, 2016 – 2026
    • 9.2.4.North America Customer Self-Service Software Market Revenue, by End-user, 2016 – 2026
    • 9.2.5. U.S.
    • 9.2.6.Canada
  • 9.3.Europe
    • 9.3.1.Europe Customer Self-Service Software Market Revenue, 2016 - 2026 (USD Million)
    • 9.3.2.Europe Customer Self-Service Software Market Revenue, by Country, 2016 – 2026 (USD Million)
    • 9.3.3.Europe Customer Self-Service Software Market Revenue, by Type, 2016 – 2026
    • 9.3.4.Europe Customer Self-Service Software Market Revenue, by End-user, 2016 – 2026
    • 9.3.5.Germany
    • 9.3.6.France
    • 9.3.7. U.K.
    • 9.3.8.Italy
    • 9.3.9.Spain
    • 9.3.10.Rest of Europe
  • 9.4.Asia Pacific
    • 9.4.1.Asia Pacific Customer Self-Service Software Market Revenue, 2016 - 2026 (USD Million)
    • 9.4.2.Asia Pacific Customer Self-Service Software Market Revenue, by Country, 2016 – 2026 (USD Million)
    • 9.4.3.Asia Pacific Customer Self-Service Software Market Revenue, by Type, 2016 – 2026
    • 9.4.4.Asia Pacific Customer Self-Service Software Market Revenue, by End-user, 2016 – 2026
    • 9.4.5.China
    • 9.4.6.Japan
    • 9.4.7.India
    • 9.4.8.South Korea
    • 9.4.9.South-East Asia
    • 9.4.10.Rest of Asia Pacific
  • 9.5.Latin America
    • 9.5.1.Latin America Customer Self-Service Software Market Revenue, 2016 - 2026 (USD Million)
    • 9.5.2.Latin America Customer Self-Service Software Market Revenue, by Country, 2016 – 2026 (USD Million)
    • 9.5.3.Latin America Customer Self-Service Software Market Revenue, by Type, 2016 – 2026
    • 9.5.4.Latin America Customer Self-Service Software Market Revenue, by End-user, 2016 – 2026
    • 9.5.5.Brazil
    • 9.5.6.Mexico
    • 9.5.7.Rest of Latin America
  • 9.6.The Middle-East and Africa
    • 9.6.1.The Middle-East and Africa Customer Self-Service Software Market Revenue, 2016 - 2026 (USD Million)
    • 9.6.2.The Middle-East and Africa Customer Self-Service Software Market Revenue, by Country, 2016 – 2026 (USD Million)
    • 9.6.3.The Middle-East and Africa Customer Self-Service Software Market Revenue, by Type, 2016 – 2026
    • 9.6.4.The Middle-East and Africa Customer Self-Service Software Market Revenue, by End-user, 2016 – 2026
    • 9.6.5.GCC Countries
    • 9.6.6.South Africa
    • 9.6.7.Rest of Middle-East Africa
• Chapter 10.Company Profiles
  • 10.1.SularWinds MSP
    • 10.1.1.Company Overview
    • 10.1.2.Financial Overview
    • 10.1.3.Product Portfolio
    • 10.1.4.Business Strategy
    • 10.1.5.Recent Developments
  • 10.2.Zendesk
  • 10.3.Software Advice Inc.
  • 10.4.Freshworks
  • 10.5.Inc.
  • 10.6.Sykes Enterprises
  • 10.7.unblu Inc.
  • 10.8.LogMeIn Inc.
  • 10.9.HappyFox Inc.
  • 10.1.Microsoft Corporation
  • 10.11.Nuance Communications
  • 10.12.SAP SE
  • 10.13.Oracle Corporation

List of Figures 
 
FIG. 1 Research Methodology
FIG. 2 Research Methodology – Basic Overview
FIG. 3 Research Methodology – Detailed View
FIG. 4 Global Customer Self-Service Software Market Revenue, 2016 - 2026 (USD Million)
FIG. 5 Porter’s Five Forces Analysis for Global Customer Self-Service Software Market
FIG. 6 Global Customer Self-Service Software Market Attractiveness, By Type
FIG. 7 Global Customer Self-Service Software Market Attractiveness, By End-user
FIG. 8 Global Customer Self-Service Software Market Attractiveness, By End-User
FIG. 9 Company Share Analysis, 2019
FIG. 10 Global Customer Self-Service Software Market Revenue Share, by Type, 2019 & 2026
FIG. 11 Global Customer Self-Service Software Market for kiosks, Revenue (USD Million) 2016 - 2026
FIG. 12 Global Customer Self-Service Software Market for Apps, Revenue (USD Million) 2016 - 2026
FIG. 13 Global Customer Self-Service Software Market for Web Self-Service, Revenue (USD Million) 2016 - 2026
FIG. 14 Global Customer Self-Service Software Market for Interactive Voice Response, Revenue (USD Million) 2016 - 2026
FIG. 15 Global Customer Self-Service Software Market for Self-checkout, Revenue (USD Million) 2016 - 2026
FIG. 16 Global Customer Self-Service Software Market Revenue Share, by End-user, 2019 & 2026
FIG. 17 Global Customer Self-Service Software Market for IT and Telecommunication, Revenue (USD Million) 2016 - 2026
FIG. 18 Global Customer Self-Service Software Market for BFSI, Revenue (USD Million) 2016 - 2026
FIG. 19 Global Customer Self-Service Software Market for Media & Entertainment, Revenue (USD Million) 2016 - 2026
FIG. 20 Global Customer Self-Service Software Market for ecommerce & Retail, Revenue (USD Million) 2016 - 2026
FIG. 21 Global Customer Self-Service Software Market for Transportation & Logistics, Revenue (USD Million) 2016 - 2026
FIG. 22 Global Customer Self-Service Software Market for Government & Public, Revenue (USD Million) 2016 - 2026
FIG. 23 Global Customer Self-Service Software Market for Others, Revenue (USD Million) 2016 - 2026
FIG. 24 Global Customer Self-Service Software Market Revenue Share, by Region, 2019 & 2026
FIG. 25 North America Customer Self-Service Software Market Revenue, 2016 - 2026 (USD Million)
FIG. 26 Europe Customer Self-Service Software Market Revenue, 2016 - 2026 (USD Million)
FIG. 27 Asia Pacific Customer Self-Service Software Market Revenue, 2016 - 2026 (USD Million)
FIG. 28 Latin America Customer Self-Service Software Market Revenue, 2016 - 2026 (USD Million)
FIG. 29 The Middle-East and Africa Customer Self-Service Software Market Revenue, 2016 - 2026 (USD Million)
FIG. 30 SolarWinds MSP Business Segment Revenue Share, 2018 (%)
FIG. 31 SolarWinds MSP Geographical Segment Revenue Share, 2018 (%)

List of Tables 

TABLE 1 Global Customer Self-Service Software Market: Snapshot
TABLE 2 Drivers of the Customer Self-Service Software Market: Impact Analysis
TABLE 3 Restraints for the Customer Self-Service Software Market: Impact Analysis
TABLE 4 Global Customer Self-Service Software Market Revenue, by Region, 2016 – 2026 (USD Million)
TABLE 5 North America Customer Self-Service Software Market Revenue, by Country, 2016 – 2026 (USD Million)
TABLE 6 North America Customer Self-Service Software Market Revenue, by Type, 2016 – 2026 (USD Million)
TABLE 7 North America Customer Self-Service Software Market Revenue, by End-user, 2016 – 2026 (USD Million)
TABLE 8 Europe Customer Self-Service Software Market Revenue, by Country, 2016 – 2026 (USD Million)
TABLE 9 Europe Customer Self-Service Software Market Revenue, by Type, 2016 – 2026 (USD Million)
TABLE 10 Europe Customer Self-Service Software Market Revenue, by End-user, 2016 – 2026 (USD Million)
TABLE 11 Asia Pacific Customer Self-Service Software Market Revenue, by Country, 2016 – 2026 (USD Million)
TABLE 12 Asia Pacific Customer Self-Service Software Market Revenue, by Type, 2016 – 2026 (USD Million)
TABLE 13 Asia Pacific Customer Self-Service Software Market Revenue, by End-user, 2016 – 2026 (USD Million)
TABLE 14 Latin America Customer Self-Service Software Market Revenue, by Country, 2016 – 2026 (USD Million)
TABLE 15 Latin America Customer Self-Service Software Market Revenue, by Type, 2016 – 2026 (USD Million)
TABLE 16 Latin America Customer Self-Service Software Market Revenue, by End-user, 2016 – 2026 (USD Million)
TABLE 17 The Middle-East and Africa Customer Self-Service Software Market Revenue, by Country, 2016 – 2026 (USD Million)
TABLE 18 The Middle-East and Africa Customer Self-Service Software Market Revenue, by Type, 2016 – 2026 (USD Million)
TABLE 19 The Middle-East and Africa Customer Self-Service Software Market Revenue, by End-user, 2016 – 2026 (USD Million)