Customer Self-Service: Providing a better customer experience

What is Customer Self-Service Software?

Customer self-service software provides electronic assistant to customers. This assists customers to reach information and gets online solutions without having to contact a service or customer agent. Many institutes utilize the customer self-service software to assist on a 24*7 basis to their customers, employees, and visitors to get information.

Henceforth, customer self-service software permits customers to control their own service experience. Customer self-service has built-in abilities and aids customers to settle uses by themselves. It helps customers to feel skilled and satisfied when they come into touch with an institution that uses customer self-service software.

Deployment based Customer Self-service software

1. Cloud Segment

Cloud segment influences the customer self-service software market in 2019. A company concentrates on improving its customer arrangement operations by installing cloud-based architectures. This can ease data sharing across various purposes.

Companies are precisely under pressure to modify to the quick growth in call volumes amid the COVID-19 epidemic. Henceforth, installing AI-based virtual representatives can assist their customers. Cloud-based virtual representatives can direct with the same aim as human representatives, offer a friendly experience. This gives instant and on-demand service and provides electronic aid.

2. On-Premise segment

The on-premise deployment segment observes notable advancement in the customer self-service software industry. The on-premise distribution provides various benefits such as easy modification of software as per the business procedures of the client. The on-premise distribution make sure whole domination and possession to the customer.

Solution insights based Customer self-service software

1. Web self-service

The portion of web self-service influences the industry with a significant profit share. Based on solutions, the market has been further split into social media and community self-service, web self-service, mobile self-service, intelligent virtual assistants, IVR & ITR, email management, and others.

The growing demand for digital support mechanisms can allow consumers and employees to self-help themselves by providing relevant inputs and perform daily job over the internet. This factor navigates the demand for web self-service solutions in the coming years. Also, web self-service solutions make sure a sorted service experience for customers across various information channels.

2. Social media and community self-service

The area of social media and community self-service anticipates observing major extensions in the years ahead. The growing spread of smartphones navigates the growth of social media and the community self-service area.

Consequently, the continuous rollout of high-speed internet networks will also add fuel to the demand for this area. Companies across the world are going through a modification. Owing to this, they increase the range of their customer service interactions to add digital channels such as social media, chat, and virtual assistants. The coronavirus limitation and distant working establish were forced to contain the rollout of the COVID-19 pandemic. This also adds fuel to the distribution of social media and community self-service solutions. Social media and community self-service solutions permit both employees and customers of a company to carry out by social media channels.

Advantage of Customer self-service software

1. Keep a record of all emails and requests from customers

A large number of customer requests are failed to be detected. It is not viable to record-keeping and you lose count of unanswered requests.

This could mean that you require customer self-service software, which efficiently handles all customer requests. Each request is automatically given a unique reference number. By giving a unique reference number, you can rapidly research for a request to get a previous conversation record and any other problems.

2. Accept every request with an automated reply

Being practical it’s not possible to resolve each issue immediately. And customers don’t anticipate that from you. Still, customers do anticipate that you at least greet them. For example, you can tell them that you have received their request and that you are about to resolve their problems.

With customer self-service software, you can make and send an automatic revert for each request that you get. Nonetheless, as per trustable online sources, just 10% of companies use automatic reverts.

3. Direct customer’s requests to the ideal person every time

Customer self-service software allows you to request a specific person with speed and accuracy. You can modify your software to allocate requests to the team members who can solve them immediately.

Customer service software also allows you to re-allocate a request to your co-worker. They’ll get a caution with a full view of a customer profile and the problems they’ve been requested for. In this way, customers can contact you only once and get the exact solution without useless forwarding.


In today’s world, customers tend to choose customer self-service over other ways of aid. Customer self-service software permits you to handle the problems of customers without having to deploy individuals.

Based on distribution, the customer self-service solution is split between cloud and on-premise deployment. Depending on solution outlook, the article describes web self-service and social-media & community self-service.

The Global Customer Self-Service Software Market size is expected to rising at a market growth of 24.2% CAGR during the forecast period.