The global customer self-service software market is anticipated to grow at a significant CAGR of 21.8% during the forecast period. Chatbots have become the focal point of business communications as messaging, and social media networks have grown in popularity. An increasing number of companies are adopting digital transformation to modernize consumer communication and enhance internal processes. The companies are using chatbots to enhance customer satisfaction and provide 24*7 customer services that interact with customers and address their questions. Thus, the increasing adoption of chatbots via players is propelling the growth of the market during the forecast period across the globe. For instance, in August 2021, Bharat Petroleum Corp. Ltd. (BPCL), launched Urja, a virtual assistant with AI/NLP (Artificial Intelligence/Natural Language Processing) capabilities and trained on more than 600 use cases. To make BPCL’s customer interface comprehensive and integrated digitally, Urja, the chatbot is now available on the company website for any B2B and B2C queries.
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The impact of the COVID-19 pandemic on customer behavior was immediate and widespread across all industries. Expectations have heightened as priorities have shifted to health and safety first, which have in turn changed the decision-making and buying behavior of the consumers. To be consistently successful, companies deployed various approaches to engage and interact with potential and existing customers. The impact of COVID-19 led to the subsequent lockdown, which has further accelerated the adoption of these technologies such as virtual assistants and interactive voice responses in almost every company. Further, the increasing customer expectations along with the demand for establishing loyalty requires delivering consistent, engaging experiences aligned with brand values.
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- Market Coverage
- Market number available for – 2022-2028
- Base year- 2021
- Forecast period- 2022-2028
- Segment Covered- By Source, By Product Type, By Applications
- Competitive Landscape- Archer Daniels Midland Co., Ingredion Inc., Kerry Group Plc, Cargill Inc., and others
Market Segmentation
Global Customer Self-Service Software Market by Deployment
- Cloud -Based
- On-Premises
Global Customer Self-Service Software Market by Type
- Solutions
- Web Self-Service
- Mobile Self-Service
- Intelligent Virtual Assistants
- Social Media and Community Self-Service
- Interactive Voice Response and Interactive Text Response
- Others (E-Mail Management)
- Services
- Consulting Services
- Integration and Deployment Services
- Training and Support Services
Global Customer Self-Service Software Market by Application
- BFSI
- Aerospace & Defense
- Healthcare
- Retail & E-Commerce
- Education
- IT & Telecommunication
- Transportation & Logistics
- Government & Public
- Others (Media & Entertainment, Manufacturing, & Automotive)
Regional Analysis
- North America
- United States
- Canada
- Europe
- UK
- Germany
- Italy
- Spain
- France
- Rest of Europe
- Asia-Pacific
- China
- India
- South Korea
- Rest of Asia-Pacific
- Rest of the World
Company Profiles
- Alvaria, Inc.
- Aptean
- Avaya, Inc.
- BMC Software, Inc.
- Creative Virtual Ltd.
- eGain Corp.
- Freshdesk, Inc.
- Genesys Cloud services, Inc.
- HappyFox, Inc.
- IBM Corp.
- Inbenta Holdinngs, Inc.
- Microsoft Corp.
- Nuance Communications, Inc.
- Oracle Corp.
- Recursive Labs, Inc.
- SAP SE
- Com, Inc.
- Unblu, Inc.
- Verint Systems, Inc.
- Zendesk, Inc.
The Report Covers
- Market value data analysis of 2021 and forecast to 2028.
- Annualized market revenues ($ million) for each market segment.
- Country-wise analysis of major geographical regions.
- Key companies operating in the global customer self-service software market. Based on the availability of data, information related to new product launches, and relevant news is also available in the report.
- Analysis of business strategies by identifying the key market segments positioned for strong growth in the future.
- Analysis of market-entry and market expansion strategies.
- Competitive strategies by identifying ‘who-stands-where’ in the market.
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