North America Customer Self-service Software Market By Component (Solution and Services), By Deployment Type (Cloud and On-premise), By End User (BFSI, Retail & Consumer Goods, Government & Defense, Healthcare, Telecom & IT, Manufacturing and Others), By Country, Industry Analysis and Forecast, 2020 - 2026
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Market Report Description
The North America Customer Self-Service Software Market would witness market growth of 22.4% CAGR during the forecast period (2020-2026). With the help of Customer self-service (CSS) software, users can secure answers to their inquiries, via automated interviews, rather than conventional search methods. The software also permits companies to resolve the needs of customer support in an on-demand manner. The evolution of self-service solutions into a user-centric platform approach empowers anyplace anytime access model with the integration of data from various sources through an open architecture.
Troubleshooting guides, how-to-articles, frequently asked questions (FAQ) pages, and virtual agents are included in customer self-service software. It is extensively utilized in customer relationship management (CRM) and employee relationship management (ERM). The majority of small and large organizations are under massive pressure to reduce the cost of the contact center. The customer self-service software can assist these organizations and companies to reduce and save these costs and expand the gross profit of the company. The significant thing is to choose an ideal customer self-service software solution that is suitable for the customers for utilization and that provides a satisfying experience every time they interact.
Professional services can significantly assist clienteles in making sure that their project keeps the momentum and concentrating on the business outcomes, and consequently in improving the efficiency of the operations. Players in the market are specifically giving strong importance to providing professional services and assisting their clientele in resolving their pre-and post-purchase queries with respect to self-service solutions. For example, AdviceLine service is offered by Verint Systems, Inc. to its clientele. The service is intended to offer customers quick guidelines on the deployment of the solution and back-office operations.
Based on Component, the market is segmented into Solution and Services. Solution segment is further bifurcated across Web Self-service, Mobile Self-service, Intelligent Virtual Assistants, Social Media & Community Self-service, Email Management, and Others. Services segment is further segmented into Professional Services and Managed Services. Based on Deployment Type, the market is segmented into Cloud and On-premise. Based on End User, the market is segmented into BFSI, Retail & Consumer Goods, Government & Defense, Healthcare, Telecom & IT, Manufacturing and Others. Based on countries, the market is segmented into U.S., Mexico, Canada, and Rest of North America.
The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include Microsoft Corporation, Nuance Communications, Inc., Oracle Corporation, SAP SE, Salesforce.com, Inc., Avaya Holdings Corporation, Verint Systems, Inc., Zendesk, Inc., BMC Software, Inc. (KKR & Co., Inc.) and Aspect Software, Inc. (Vector Capital)
Scope of the Study
Market Segments Covered in the Report:
- Web Self-service
- Mobile Self-service
- Intelligent Virtual Assistants
- Social Media & Community Self-service
- Email Management
- Professional Services
- Managed Services
By Deployment Type
- Retail and Consumer Goods
- Government & Defense
- Telecom & IT
- Rest of North America
- Microsoft Corporation
- Nuance Communications, Inc.
- Oracle Corporation
- SAP SE
- Avaya Holdings Corporation
- Verint Systems, Inc.
- Zendesk, Inc.
- BMC Software, Inc. (KKR & Co., Inc.)
- Aspect Software, Inc. (Vector Capital)
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