세계의 고객 셀프서비스 소프트웨어 시장 리포트(2023년)

“Customer Self-Service Software Global Market Report 2023 ” from The Business Research Company provides strategists, marketers and senior management with the critical information they need to assess the market.

This report focuses on customer self-service software market which is experiencing strong growth. The report gives a guide to the trends which will be shaping the market over the next ten years and beyond.

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• Assess the Russia - Ukraine war's impact on agriculture, energy and mineral commodity supply and its direct and indirect impact on the market.
• Measure the impact of high global inflation on market growth.
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Where is the largest and fastest growing market for customer self-service software? How does the market relate to the overall economy, demography and other similar markets? What forces will shape the market going forward? “The customer self-service software market global report ” from The Business Research Company answers all these questions and many more.

The report covers market characteristics, size and growth, segmentation, regional and country breakdowns, competitive landscape, market shares, trends and strategies for this market. It traces the market's historic and forecast market growth by geography.

• The market characteristics section of the report defines and explains the market.
• The market size section gives the market size ($b) covering both the historic growth of the market, and forecasting its development.
• The forecasts are made after considering the major factors currently impacting the market. These include:

The impact of sanctions, supply chain disruptions, and altered demand for goods and services due to the Russian Ukraine war, impacting various macro-economic factors and parameters in the Eastern European region and its subsequent effect on global markets.

The impact of higher inflation in many countries and the resulting spike in interest rates.

The continued but declining impact of COVID-19 on supply chains and consumption patterns.

• Market segmentations break down the market into sub markets.
• The regional and country breakdowns section gives an analysis of the market in each geography and the size of the market by geography and compares their historic and forecast growth. It covers the growth trajectory of COVID-19 for all regions, key developed countries and major emerging markets.
• The competitive landscape chapter gives a description of the competitive nature of the market, market shares, and a description of the leading companies. Key financial deals which have shaped the market in recent years are identified.
• The trends and strategies section analyses the shape of the market as it emerges from the crisis and suggests how companies can grow as the market recovers.

Scope

Markets Covered:

• 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

• Companies Mentioned: Oracle Corporation; Salesforce Inc; SAP SE; Microsoft Corporation; BMC Software Inc

• Countries: Australia; Brazil; China; France; Germany; India; Indonesia; Japan; Russia; South Korea; UK; USA

• Regions: Asia-Pacific; Western Europe; Eastern Europe; North America; South America; Middle East; Africa

• Time series: Five years historic and ten years forecast.

• Data: Ratios of market size and growth to related markets, GDP proportions, expenditure per capita,

• Data segmentations: country and regional historic and forecast data, market share of competitors, market segments.

• Sourcing and Referencing: Data and analysis throughout the report is sourced using end notes.

• Delivery Format: PDF, Word and Excel Data Dashboard.

Executive Summary

Major players in the customer self-service software market are: Oracle Corporation, Salesforce Inc., SAP SE, Microsoft Corporation, BMC Software Inc., Verint System, Zendesk Inc., Nuance Communications Inc., Zoho Corporation Private Limited, Avaya Holdings Corp, HappyFox Technologies LLP, Aspect Software Inc., Zappix Inc., Freshworks Inc., AnswerDash, GoTo(LogMeIn Inc), SolarWinds MSP UK Ltd., Moxie Software Solutions India Private Limited, Software Advice, Creative Virtual Private Limited, eGain Corporation, Nanorep Technologies Ltd., SugarCRM Inc., Inbenta Holdings Inc., and Aptean Asia-Pacific Ltd.

The global customer self-service software market is expected to grow from $12.9 billion in 2022 to $15.79 billion in 2023 at a compound annual growth rate (CAGR) of 22.4%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The customer self-service software market is expected to grow to $34.35 billion in 2027 at a CAGR of 21.4%.

The customer self-service software market includes revenues earned by entities by providing consultancy services, frequently asked questions, chatbot, online recorded discussion services, automated call center services. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.

Customer self-service software refers to a set of instructions or programs that are designed to create customer-initiated technology to support customers to service themselves by giving access to information about a product and services of an organization without the involvement of a support agent. The customer self-service software is used to assist clients or customers to find solutions by themselves without requiring any interaction with a representative.

North America was the largest region in the customer self-service software market in 2022. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the customer self-service software market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East and Africa.

The main types of offerings in customer self-service software are Solution and Service. Cloud refers to software based on pay-for-use for their clients to collect, store, and manage data by a third party to track information on behalf of organizations. The deployment involved are cloud and on premise. The different end users include BFSI, healthcare, retail, government, IT, telecommunication, and others.

The increasing 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.

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.

In September 2021, Verint Systems, a US-based customer engagement company acquired Conversocial solutions for an undisclosed amount. With this acquisition, the company aims to improve the ideal time and with the potential to redefine the third-party messaging customer experience as it continues to find new applications for its conversational artificial intelligence (AI). Conversocial solution is a US-based developer of conversational artificial intelligence-powered customer service solution.

The countries covered in the customer self-service software market report are: Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA.

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).

The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.

The customer self-service software market research report is one of a series of new reports from The Business Research Company that provides customer self-service software market statistics, including customer self-service software industry global market size, regional shares, competitors with a customer self-service software market share, detailed customer self-service software market segments, market trends and opportunities, and any further data you may need to thrive in the customer self-service software industry. This anomaly detection market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenarios of the industry.

Table of Contents

1. Executive Summary

2. Customer Self-Service Software Market Characteristics

3. Customer Self-Service Software Market Trends And Strategies

4. Customer Self-Service Software Market - Macro Economic Scenario

• 4.1. COVID-19 Impact On Customer Self-Service Software Market
• 4.2. Ukraine-Russia War Impact On Customer Self-Service Software Market
• 4.3. Impact Of High Inflation On Customer Self-Service Software Market

5. Customer Self-Service Software Market Size And Growth

• 5.1. Global Customer Self-Service Software Historic Market, 2017-2022, $ Billion
  • 5.1.1. Drivers Of The Market
  • 5.1.2. Restraints On The Market
• 5.2. Global Customer Self-Service Software Forecast Market, 2022-2027F, 2032F, $ Billion
  • 5.2.1. Drivers Of The Market
  • 5.2.2. Restraints On the Market

6. Customer Self-Service Software Market Segmentation

• 6.1. Global Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• Solution
• Service
• 6.2. Global Customer Self-Service Software Market, Segmentation By Deployment, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• Cloud
• On-Premise
• 6.3. Global Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• BFSI
• Healthcare
• Retail
• Government
• It And Telecommunication
• Other End-User Industries

7. Customer Self-Service Software Market Regional And Country Analysis

• 7.1. Global Customer Self-Service Software Market, Split By Region, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 7.2. Global Customer Self-Service Software Market, Split By Country, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

8. Asia-Pacific Customer Self-Service Software Market

• 8.1. Asia-Pacific Customer Self-Service Software Market Overview
• Region Information, Impact Of COVID-19, Market Information, Background Information, Government Initiatives, Regulations, Regulatory Bodies, Major Associations, Taxes Levied, Corporate Tax Structure, Investments, Major Companies
• 8.2. Asia-Pacific Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 8.3. Asia-Pacific Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

9. China Customer Self-Service Software Market

• 9.1. China Customer Self-Service Software Market Overview
• 9.2. China Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F,$ Billion
• 9.3. China Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F,$ Billion

10. India Customer Self-Service Software Market

• 10.1. India Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 10.2. India Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

11. Japan Customer Self-Service Software Market

• 11.1. Japan Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 11.2. Japan Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

12. Australia Customer Self-Service Software Market

• 12.1. Australia Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 12.2. Australia Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

13. Indonesia Customer Self-Service Software Market

• 13.1. Indonesia Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 13.2. Indonesia Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

14. South Korea Customer Self-Service Software Market

• 14.1. South Korea Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 14.2. South Korea Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

15. Western Europe Customer Self-Service Software Market

• 15.1. Western Europe Customer Self-Service Software Market Overview
• 15.2. Western Europe Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 15.3. Western Europe Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

16. UK Customer Self-Service Software Market

• 16.1. UK Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 16.2. UK Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

17. Germany Customer Self-Service Software Market

• 17.1. Germany Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 17.2. Germany Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

18. France Customer Self-Service Software Market

• 18.4. France Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 18.5. France Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

19. Eastern Europe Customer Self-Service Software Market

• 19.1. Eastern Europe Customer Self-Service Software Market Overview
• 19.2. Eastern Europe Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 19.3. Eastern Europe Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

20. Russia Customer Self-Service Software Market

• 20.1. Russia Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 20.2. Russia Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

21. North America Customer Self-Service Software Market

• 21.1. North America Customer Self-Service Software Market Overview
• 21.2. North America Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 21.3. North America Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

22. USA Customer Self-Service Software Market

• 22.1. USA Customer Self-Service Software Market Overview
• 22.2. USA Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 22.3. USA Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

23. South America Customer Self-Service Software Market

• 23.1. South America Customer Self-Service Software Market Overview
• 23.2. South America Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 23.3. South America Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

24. Brazil Customer Self-Service Software Market

• 24.1. Brazil Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 24.2. Brazil Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

25. Middle East Customer Self-Service Software Market

• 25.1. Middle East Customer Self-Service Software Market Overview
• 25.2. Middle East Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 25.3. Middle East Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

26. Africa Customer Self-Service Software Market

• 26.1. Africa Customer Self-Service Software Market Overview
• 26.2. Africa Customer Self-Service Software Market, Segmentation By Offering, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
• 26.3. Africa Customer Self-Service Software Market, Segmentation By End-User Industry, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion

27. Customer Self-Service Software Market Competitive Landscape And Company Profiles

• 27.1. Customer Self-Service Software Market Competitive Landscape
• 27.2. Customer Self-Service Software Market Company Profiles
  • 27.2.1. Oracle Corporation
    • 27.2.1.1. Overview
    • 27.2.1.2. Products and Services
    • 27.2.1.3. Strategy
    • 27.2.1.4. Financial Performance
  • 27.2.2. Salesforce Inc
    • 27.2.2.1. Overview
    • 27.2.2.2. Products and Services
    • 27.2.2.3. Strategy
    • 27.2.2.4. Financial Performance
  • 27.2.3. SAP SE
    • 27.2.3.1. Overview
    • 27.2.3.2. Products and Services
    • 27.2.3.3. Strategy
    • 27.2.3.4. Financial Performance
  • 27.2.4. Microsoft Corporation
    • 27.2.4.1. Overview
    • 27.2.4.2. Products and Services
    • 27.2.4.3. Strategy
    • 27.2.4.4. Financial Performance
  • 27.2.5. BMC Software Inc
    • 27.2.5.1. Overview
    • 27.2.5.2. Products and Services
    • 27.2.5.3. Strategy
    • 27.2.5.4. Financial Performance

28. Key Mergers And Acquisitions In The Customer Self-Service Software Market

29. Customer Self-Service Software Market Future Outlook and Potential Analysis

30. Appendix

• 30.1. Abbreviations
• 30.2. Currencies
• 30.3. Historic And Forecast Inflation Rates
• 30.4. Research Inquiries
• 30.5. The Business Research Company
• 30.6. Copyright And Disclaimer