The Customer Self-Service Software Global Market Report 2024 by The Business Research Company provides market overview across 60+ geographies in the seven regions – Asia-Pacific, Western Europe, Eastern Europe, North America, South America, the Middle East, and Africa, encompassing 27 major global industries. The report presents a comprehensive analysis over a ten-year historic period (2010-2021) and extends its insights into a ten-year forecast period (2023-2033).
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According to The Business Research Company’s Customer Self-Service Software Global Market Report 2024, The customer self-service software market size has grown exponentially in recent years. It will grow from $15.53 billion in 2023 to $18.64 billion in 2024 at a compound annual growth rate (CAGR) of 20.0%. The growth in the historic period can be attributed to cost reduction and efficiency, increased customer expectations, mobile and online accessibility, 24/7 availability, scalability for growing businesses, enhanced customer experience..
The customer self-service software market size is expected to see exponential growth in the next few years. It will grow to $40.55 billion in 2028 at a compound annual growth rate (CAGR) of 21.4%. The growth in the forecast period can be attributed to multichannel self-service, personalization and user context, voice and natural language processing, data security and privacy, customer education and training, . Major trends in the forecast period include rise of ai-powered self-service solutions, knowledge base optimization, mobile self-service applications, voice-activated self-service, continuous improvement through customer feedback, integration with customer relationship management (crm) systems..
The increase in accessibility of customer service touchpoints is expected to propel the growth of the customer self-service software market going forward. Customer service touchpoints refer to real-time consumer interaction with an organization’s employee, a website, an application, or an advertisement to enhance a customer’s buying and problem-solving process related to a product or service to maximize customer experience. Major companies are choosing customer self-service software due to customers’ requests for solutions instantly to their problems rather than finding the solutions on the web or instead of waiting on the phone. For instance, in 2022, according to Emplify Inc., a US-based company operating in software-as-a-Service, approximately 52% of customers expect brands to respond within one hour, and 75% of customers think it’s important for an organization to have a fully self-service customer care option. Therefore, the rising accessibility of customer service touchpoints is expected to propel the growth of the customer self-service software market.
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The customer self-service software market covered in this report is segmented –
1) By Offering: Solution, Service
2) By Deployment: Cloud, On-Premise
3) By End-User Industry: BFSI, Healthcare, Retail, Government, IT and Telecommunication, Other End-user Industries
Technological advancement is the key trend that is gaining popularity in the customer self-service software market. Major companies operating in the market are focused on developing advanced products that could give better solutions and strengthen their position in the market. For instance, in December 2021, Wolken Software, a US-based company operating in self-service customer software for extraordinary customer experiences, introduced its customer self-service tool integrated with cloud computing and omnichannel technologies known as Wolken Care. Wolken Care provides the organization with superior customer service to their customers in several sectors such as automotive, semiconductor, manufacturing, and others by using a cloud-native SaaS application that enables enterprises to operate without assistance and eliminate overhead costs associated with coding operations. The solution intends to assist these firms by providing them with a top-notch, feature-rich service desk at a reduced cost for both their internal and external clients.
The customer self-service software market report table of contents includes:
1. Executive Summary
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