고객 셀프 서비스 소프트웨어 시장 규모, 점유율, 동향 분석 리포트 : 솔루션별, 서비스별, 도입별, 최종 용도별, 지역별, 부문별 예측(2025-2030년)

Customer Self-service Software Market Growth & Trends:

The global customer self-service software market size is expected to reach USD 57.21 billion by 2030, registering a CAGR of 21.6% from 2025 to 2030, according to a new report by Grand View Research, Inc. Efforts to enhance the level of customer satisfaction and encourage customer loyalty are anticipated to propel the market growth over the forecast period. The continued rollout of a large number of customer service touchpoints is also expected to contribute to market growth.

Enterprises have realized that understanding the changing consumer behavior can help them in enhancing their offerings. At the same time, both small and medium-sized enterprises and large enterprises have started adopting automated customer self-service software. This is opening opportunities for the market players to introduce innovative customer self-service software solutions integrated with the latest technologies, such as big data and Artificial Intelligence (AI).

The outbreak of the COVID-19 pandemic and the growing preference for working from home and maintaining social distancing are particularly prompting communications service providers to adopt self-service capabilities. Furthermore, customer service centers are confronting a sudden rise in call volumes as the pandemic continues to disrupt corporate operations, workplace schedules, and travel plans worldwide. The situation is particularly driving the need for AI-enabled self-service solutions.

The growing preference for digital transactions to pay bills and for accessing 24-hour online support and other interactive online services through the internet shows no signs of abating. Hence, enterprises are scouting for self-service solutions that can ensure adequate flexibility while enhancing the speed and effectiveness of their customer support service. Prompt after-sales maintenance service is also emerging as a decisive factor for enterprises while selecting a vendor for procuring customer self-service software.

Customer Self-service Software Market Report Highlights:

• The social media and community self-service segment is anticipated to register a considerable CAGR over the forecast period as organizations are rapidly switching to social media channels, which can potentially support communities and discussion forums, as part of the efforts to curb customer support costs
• The managed services segment is expected to register a significant CAGR over the forecast period as managed services allow end-users to run their operations effectively and increase business intelligence.
• The cloud segment is expected to register a significant CAGR over the forecast period as cloud deployment allows enterprises to save on the costs incurred on having a dedicated infrastructure to host on-premise solutions
• The healthcare segment is expected to register a significant CAGR over the forecast period owing to the growing adoption of self-service apps that allow patients to schedule appointments, fill forms, update their profile, and pay bills
• The Asia Pacific regional market is anticipated to register a significant CAGR over the forecast period in line with the increasing number of small & medium enterprises looking forward to implementing customer self-care applications

Table of Contents

Chapter 1. Methodology and Scope

• 1.1. Market Segmentation and Scope
• 1.2. Research Methodology
  • 1.2.1. Information Procurement
• 1.3. Information or Data Analysis
• 1.4. Methodology
• 1.5. Research Scope and Assumptions
• 1.6. Market Formulation & Validation
• 1.7. Country Based Segment Share Calculation
• 1.8. List of Data Sources

Chapter 2. Executive Summary

• 2.1. Market Outlook
• 2.2. Segment Outlook
• 2.3. Competitive Insights

Chapter 3. Customer Self-service Software Market Variables, Trends, & Scope

• 3.1. Market Lineage Outlook
• 3.2. Market Dynamics
  • 3.2.1. Market Driver Analysis
  • 3.2.2. Market Restraint Analysis
  • 3.2.3. Industry Challenge
• 3.3. Customer Self-service Software Market Analysis Tools
  • 3.3.1. Industry Analysis - Porter's
    • 3.3.1.1. Bargaining power of the suppliers
    • 3.3.1.2. Bargaining power of the buyers
    • 3.3.1.3. Threats of substitution
    • 3.3.1.4. Threats from new entrants
    • 3.3.1.5. Competitive rivalry
  • 3.3.2. PESTEL Analysis
    • 3.3.2.1. Political landscape
    • 3.3.2.2. Economic and social landscape
    • 3.3.2.3. Technological landscape

Chapter 4. Customer Self-service Software Market: Solution Estimates & Trend Analysis

• 4.1. Segment Dashboard
• 4.2. Customer Self-service Software Market: Solution Movement Analysis, 2024 & 2030 (USD Million)
• 4.3. Web Self-service
  • 4.3.1. Web Self-service Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 4.4. Mobile Self-service
  • 4.4.1. Mobile Self-service Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 4.5. Virtual Assistants
  • 4.5.1. Virtual Assistants Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 4.6. Email Engagement
  • 4.6.1. Email Engagement Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 4.7. Interactive Voice Response (IVR)
  • 4.7.1. Interactive Voice Response (IVR) Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 4.8. Others
  • 4.8.1. Other Solutions Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 5. Customer Self-service Software Market: Service Estimates & Trend Analysis

• 5.1. Segment Dashboard
• 5.2. Customer Self-service Software Market: Service Movement Analysis, 2024 & 2030 (USD Million)
• 5.3. Professional Services
  • 5.3.1. Professional Services Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 5.4. Managed Services
  • 5.4.1. Managed Services Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 6. Customer Self-service Software Market: Deployment Estimates & Trend Analysis

• 6.1. Segment Dashboard
• 6.2. Customer Self-service Software Market: Deployment Movement Analysis, 2024 & 2030 (USD Million)
• 6.3. Cloud
  • 6.3.1. Cloud Deployment Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 6.4. On-premise
  • 6.4.1. On-premise Deployment Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 7. Customer Self-service Software Market: End Use Estimates & Trend Analysis

• 7.1. Segment Dashboard
• 7.2. Customer Self-service Software Market: End Use Movement Analysis, 2024 & 2030 (USD Million)
• 7.3. IT & Telecom
  • 7.3.1. IT & Telecom Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 7.4. BFSI
  • 7.4.1. BFSI Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 7.5. Retail & E-commerce
  • 7.5.1. Retail & E-commerce Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 7.6. Media & Entertainment
  • 7.6.1. Media & Entertainment Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 7.7. Healthcare
  • 7.7.1. Healthcare Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 7.8. Government
  • 7.8.1. Government Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 7.9. Manufacturing
  • 7.9.1. Manufacturing Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
• 7.10. Others
  • 7.10.1. Others Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 8. Customer Self-service Software Market: Regional Estimates & Trend Analysis

• 8.1. Customer Self-service Software Market Share, By Region, 2024 & 2030 (USD Million)
• 8.2. North America
  • 8.2.1. North America Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.2.2. U.S.
    • 8.2.2.1. U.S. Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.2.3. Canada
    • 8.2.3.1. Canada Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.2.4. Mexico
    • 8.2.4.1. Mexico Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
• 8.3. Europe
  • 8.3.1. Europe Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.3.2. U.K.
    • 8.3.2.1. U.K. Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.3.3. Germany
    • 8.3.3.1. Germany Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.3.4. France
    • 8.3.4.1. France Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
• 8.4. Asia Pacific
  • 8.4.1. Asia Pacific Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.4.2. China
    • 8.4.2.1. China Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.4.3. Japan
    • 8.4.3.1. Japan Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.4.4. India
    • 8.4.4.1. India Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.4.5. South Korea
    • 8.4.5.1. South Korea Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.4.6. Australia
    • 8.4.6.1. Australia Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
• 8.5. Latin America
  • 8.5.1. Latin America Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.5.2. Brazil
    • 8.5.2.1. Brazil Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
• 8.6. Middle East and Africa
  • 8.6.1. Middle East and Africa Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.6.2. UAE
    • 8.6.2.1. UAE Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.6.3. Saudi Arabia
    • 8.6.3.1. Saudi Arabia Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 8.6.4. South Africa
    • 8.6.4.1. South Africa Customer Self-service Software Market Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 9. Competitive Landscape

• 9.1. Company Categorization
• 9.2. Company Market Positioning
• 9.3. Company Heat Map Analysis
• 9.4. Company Profiles/Listing
  • 9.4.1. Salesforce, Inc.
    • 9.4.1.1. Participant's Overview
    • 9.4.1.2. Financial Performance
    • 9.4.1.3. Product Benchmarking
    • 9.4.1.4. Strategic Initiatives
  • 9.4.2. Oracle
    • 9.4.2.1. Participant's Overview
    • 9.4.2.2. Financial Performance
    • 9.4.2.3. Product Benchmarking
    • 9.4.2.4. Strategic Initiatives
  • 9.4.3. Microsoft
    • 9.4.3.1. Participant's Overview
    • 9.4.3.2. Financial Performance
    • 9.4.3.3. Product Benchmarking
    • 9.4.3.4. Strategic Initiatives
  • 9.4.4. Zendesk
    • 9.4.4.1. Participant's Overview
    • 9.4.4.2. Financial Performance
    • 9.4.4.3. Product Benchmarking
    • 9.4.4.4. Strategic Initiatives
  • 9.4.5. Freshworks Inc.
    • 9.4.5.1. Participant's Overview
    • 9.4.5.2. Financial Performance
    • 9.4.5.3. Product Benchmarking
    • 9.4.5.4. Strategic Initiatives
  • 9.4.6. Avaya LLC
    • 9.4.6.1. Participant's Overview
    • 9.4.6.2. Financial Performance
    • 9.4.6.3. Product Benchmarking
    • 9.4.6.4. Strategic Initiatives
  • 9.4.7. Zoho Corporation Pvt. Ltd.
    • 9.4.7.1. Participant's Overview
    • 9.4.7.2. Financial Performance
    • 9.4.7.3. Product Benchmarking
    • 9.4.7.4. Strategic Initiatives
  • 9.4.8. HubSpot, Inc.
    • 9.4.8.1. Participant's Overview
    • 9.4.8.2. Financial Performance
    • 9.4.8.3. Product Benchmarking
    • 9.4.8.4. Strategic Initiatives
  • 9.4.9. SAP SE
    • 9.4.9.1. Participant's Overview
    • 9.4.9.2. Financial Performance
    • 9.4.9.3. Product Benchmarking
    • 9.4.9.4. Strategic Initiatives
  • 9.4.10. Verint Systems Inc.
    • 9.4.10.1. Participant's Overview
    • 9.4.10.2. Financial Performance
    • 9.4.10.3. Product Benchmarking
    • 9.4.10.4. Strategic Initiatives