Market Research Logo

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

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

“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.


  • INTRODUCTION
    • OBJECTIVES OF THE STUDY
    • MARKET DEFINITION
    • MARKET SCOPE
      • MARKETS COVERED
      • YEARS CONSIDERED FOR THE STUDY
    • CURRENCY
    • LIMITATIONS
    • STAKEHOLDERS
  • RESEARCH METHODOLOGY
    • INTRODUCTION
      • SECONDARY DATA
      • PRIMARY DATA
    • MARKET SIZE ESTIMATION
      • BOTTOM-UP APPROACH
      • TOP-DOWN APPROACH
    • MARKET BREAKDOWN AND DATA TRIANGULATION
    • VENDOR COMPARISON METHODOLOGY
    • RESEARCH ASSUMPTIONS AND LIMITATIONS
      • ASSUMPTIONS
      • LIMITATIONS
  • EXECUTIVE SUMMARY
    • Table CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE AND GROWTH RATE, 2014-2021 (USD BILLION, YEAR-OVER-YEAR (Y-O-Y) %)
  • PREMIUM INSIGHTS
    • ATTRACTIVE MARKET OPPORTUNITIES IN THE CUSTOMER SELFSERVICE SOFTWARE MARKET
    • CUSTOMER SELF-SERVICE SOFTWARE MARKET, BY REGION, 2016 VS. 2021
    • CUSTOMER SELF-SERVICE SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2016-2021
    • CUSTOMER SELF-SERVICE SOFTWARE MARKET, BY VERTICAL AND REGION, 2016
    • LIFECYCLE ANALYSIS, BY REGION, 2016-2021
  • MARKET OVERVIEW
    • INTRODUCTION
    • EVOLUTION
    • MARKET SEGMENTATION
      • BY TYPE
      • BY SOLUTION
      • BY SERVICE
      • BY DEPLOYMENT TYPE
      • BY VERTICAL
      • BY REGION
    • MARKET DYNAMICS
      • DRIVERS
      • RESTRAINTS
      • OPPORTUNITIES
      • CHALLENGES
  • INDUSTRY TRENDS
    • INTRODUCTION
    • ECOSYSTEM ANALYSIS
    • INNOVATION SPOTLIGHT
      • Table CUSTOMER SELF-SERVICE SOFTWARE MARKET: INNOVATION SPOTLIGHT
  • CUSTOMER SELF-SERVICE SOFTWARE MARKET ANALYSIS, BY TYPE
    • INTRODUCTION
      • Table CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE, 2014-2021 (USD MILLION)
    • SOLUTIONS
      • Table CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
      • WEB SELF-SERVICE
        • Table WEB SELF-SERVICE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
      • MOBILE SELF-SERVICE
        • Table MOBILE SELF-SERVICE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
      • INTELLIGENT VIRTUAL ASSISTANTS
        • Table INTELLIGENT VIRTUAL ASSISTANTS: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
      • SOCIAL MEDIA AND COMMUNITY SELF-SERVICE
        • Table SOCIAL MEDIA AND COMMUNITY SELF-SERVICE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
      • E-MAIL MANAGEMENT
        • Table E-MAIL MANAGEMENT: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
      • INTERACTIVE VOICE RESPONSE AND INTERACTIVE TEXT RESPONSE
        • Table INTERACTIVE VOICE RESPONSE AND INTERACTIVE TEXT RESPONSE: CUSTOMER SELFSERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
      • OTHERS
        • Table OTHERS: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • SERVICES
      • Table CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SERVICE, 2014-2021 (USD MILLION)
      • PROFESSIONAL SERVICES
        • Table PROFESSIONAL SERVICES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
        • Table CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2014-2021 (USD MILLION)
        • Table CONSULTING SERVICES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
        • Table INTEGRATION AND DEPLOYMENT SERVICES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
        • Table TRAINING AND SUPPORT SERVICES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
      • MANAGED SERVICES
        • Table MANAGED SERVICES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • CUSTOMER SELF-SERVICE SOFTWARE MARKET ANALYSIS, BY DEPLOYMENT TYPE
    • INTRODUCTION
      • Table CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2014-2021 (USD MILLION)
    • CLOUD
      • Table CLOUD: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • ON-PREMISES
      • Table ON-PREMISES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • CUSTOMER SELF-SERVICE SOFTWARE MARKET ANALYSIS, BY VERTICAL
    • INTRODUCTION
      • Table CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
    • BANKING, FINANCIAL SERVICES, AND INSURANCE
      • Table BANKING, FINANCIAL SERVICES, AND INSURANCE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • MANUFACTURING
      • Table MANUFACTURING: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • RETAIL AND E-COMMERCE
      • Table RETAIL AND E-COMMERCE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • EDUCATION
      • Table EDUCATION: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • MEDIA AND ENTERTAINMENT
      • Table MEDIA AND ENTERTAINMENT: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • IT AND TELECOMMUNICATION
      • Table IT AND TELECOMMUNICATION: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • HEALTHCARE AND LIFE SCIENCES
      • Table HEALTHCARE AND LIFE SCIENCES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • TRANSPORTATION AND LOGISTICS
      • Table TRANSPORTATION AND LOGISTICS: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • UTILITIES
      • Table UTILITIES: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • GOVERNMENT AND PUBLIC
      • Table GOVERNMENT AND PUBLIC: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • OTHERS
      • Table OTHERS: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • GEOGRAPHIC ANALYSIS
    • INTRODUCTION
      • Table CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
    • NORTH AMERICA
      • Table NORTH AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE, 2014-2021 (USD MILLION)
      • Table NORTH AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
      • Table NORTH AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SERVICE, 2014-2021 (USD MILLION)
      • Table NORTH AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2014-2021 (USD MILLION)
      • Table NORTH AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2014-2021 (USD MILLION)
      • Table NORTH AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
      • Table NORTH AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY COUNTRY, 2014-2021 (USD MILLION)
      • U.S.
        • Table U.S.: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE, 2014-2021 (USD MILLION)
        • Table U.S.: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
        • Table U.S.: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SERVICE, 2014-2021 (USD MILLION)
        • Table U.S.: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2014-2021 (USD MILLION)
        • Table U.S.: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2014-2021 (USD MILLION)
        • Table U.S.: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
      • CANADA
        • Table CANADA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE, 2014-2021 (USD MILLION)
        • Table CANADA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
        • Table CANADA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SERVICE, 2014-2021 (USD MILLION)
        • Table CANADA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2014-2021 (USD MILLION)
        • Table CANADA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2014-2021 (USD MILLION)
        • Table CANADA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
    • EUROPE
      • Table EUROPE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE, 2014-2021 (USD MILLION)
      • Table EUROPE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
      • Table EUROPE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SERVICE, 2014-2021 (USD MILLION)
      • Table EUROPE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2014-2021 (USD MILLION)
      • Table EUROPE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2014-2021 (USD MILLION)
      • Table EUROPE: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
    • ASIA-PACIFIC
      • Table ASIA-PACIFIC: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE, 2014-2021 (USD MILLION)
      • Table ASIA-PACIFIC: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
      • Table ASIA-PACIFIC: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SERVICE, 2014-2021 (USD MILLION)
      • Table ASIA-PACIFIC: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2014-2021 (USD MILLION)
      • Table ASIA-PACIFIC: CSS SOFTWARE SIZE, BY DEPLOYMENT TYPE, 2014-2021 (USD MILLION)
      • Table ASIA-PACIFIC: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
    • MIDDLE EAST AND AFRICA
      • Table MIDDLE EAST AND AFRICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE, 2014-2021 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SERVICE, 2014-2021 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2014-2021 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2014-2021 (USD MILLION)
      • Table MIDDLE EAST AND AFRICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
    • LATIN AMERICA
      • Table LATIN AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY TYPE, 2014-2021 (USD MILLION)
      • Table LATIN AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SOLUTION, 2014-2021 (USD MILLION)
      • Table LATIN AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY SERVICE, 2014-2021 (USD MILLION)
      • Table LATIN AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY PROFESSIONAL SERVICE, 2014-2021 (USD MILLION)
      • Table LATIN AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY DEPLOYMENT TYPE, 2014-2021 (USD MILLION)
      • Table LATIN AMERICA: CUSTOMER SELF-SERVICE SOFTWARE MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • COMPETITIVE LANDSCAPE
    • OVERVIEW
    • PORTFOLIO COMPARISON
    • COMPETITIVE SITUATIONS AND TRENDS
      • PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS
        • Table PARTNERSHIPS, AGREEMENTS, AND COLLABORATIONS, 2016
      • NEW PRODUCT LAUNCHES
        • Table NEW PRODUCT LAUNCHES, 2016
      • MERGERS AND ACQUISITIONS
        • Table MERGERS AND ACQUISITIONS, 2015-2016
    • STRATEGIC BENCHMARKING
    • CUSTOMER SELF-SERVICE SOFTWARE MARKET: VENDOR COMPARISON
      • Table EVALUATION CRITERIA
    • VENDOR INCLUSION CRITERIA
    • VENDORS EVALUATED
  • COMPANY PROFILES
    • INTRODUCTION
    • MICROSOFT CORPORATION
      • BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • NUANCE COMMUNICATIONS, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • ORACLE CORPORATION
      • BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • SAP SE
      • BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • SALESFORCE.COM, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • ASPECT SOFTWARE, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
    • AVAYA, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
    • BMC SOFTWARE, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
    • VERINT SYSTEMS, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
    • ZENDESK, INC.
      • BUSINESS OVERVIEW
      • PRODUCTS AND SOLUTIONS OFFERED
      • RECENT DEVELOPMENTS
    • KEY INNOVATORS
      • ANSWERDASH, INC.
      • APTEAN CORPORATION
      • CREATIVE VIRTUAL
      • EGAIN CORPORATION
      • FRESHDESK, INC.
      • HAPPYFOX, INC.
      • INBENTA TECHNOLOGIES, INC.
      • NANOREP TECHNOLOGIES LTD.
      • RECURSIVE LABS, INC.
      • UNBLU, INC.
  • APPENDIX
    • INDUSTRY EXCERPTS
    • DISCUSSION GUIDE
    • KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
    • AVAILABLE CUSTOMIZATIONS
    • RELATED REPORTS
    • AUTHOR DETAILS

Download our eBook: How to Succeed Using Market Research

Learn how to effectively navigate the market research process to help guide your organization on the journey to success.

Download eBook

Share this report