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세계의 고객 셀프서비스 소프트웨어 시장 보고서(2025년)
Customer Self-Service Software Global Market Report 2025
상품코드 : 1658932
리서치사 : The Business Research Company
발행일 : On Demand Report
페이지 정보 : 영문 200 Pages
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한글목차

고객 셀프서비스 소프트웨어 시장 규모는 향후 몇 년 동안 비약적인 성장을 보일 것으로 예상되며, 2029년까지 연평균 23.6%의 성장률(CAGR)로 506억 8,000만 달러에 달할 것으로 예상됩니다. 예측 기간의 성장은 멀티채널 셀프서비스, 개인화 및 사용자 컨텍스트, 음성 및 자연어 처리, 데이터 보안 및 프라이버시, 고객 교육 및 트레이닝 등에 기인합니다. 예측 기간의 주요 동향으로는 AI 기반 셀프서비스 솔루션의 부상, 지식 기반 최적화, 모바일 셀프서비스 애플리케이션, 음성 기반 셀프서비스, 고객 피드백을 통한 지속적인 개선, 고객관계관리(CRM) 시스템과의 통합 등이 있습니다.

고객 서비스 접점에 대한 접근성 확대가 고객 셀프서비스 소프트웨어 시장의 성장을 촉진할 것으로 예상됩니다. 고객 서비스 접점에는 소비자와 조직의 담당자, 웹사이트, 애플리케이션, 광고와의 실시간 상호 작용이 포함되며, 고객의 구매 경험 및 문제 해결 경험을 향상시키는 것을 목표로 합니다. 고객 셀프서비스 소프트웨어를 도입함으로써 기업은 웹 검색이나 장시간의 전화 통화를 피하고 즉각적인 문제 해결을 원하는 고객의 기대에 부응하기 위해 노력하고 있으며, 2022년 Emplify Inc.의 보고서에 따르면 약 52%의 고객이 브랜드에 대해 1시간 이내 응답을 요구하고 있습니다. 75%는 완전 셀프서비스 고객 관리 옵션의 중요성을 강조하고 있습니다. 이러한 추세는 고객 서비스 접점에 대한 접근성 강화의 중요성을 강조하며 고객 셀프서비스 소프트웨어 시장의 성장을 촉진하고 있습니다.

스마트폰의 보급은 고객 셀프서비스 소프트웨어 시장의 성장을 촉진합니다. 스마트폰은 고급 기능과 성능을 갖추고 있으며 전용 모바일 앱과 모바일에 최적화 된 웹사이트를 통해 셀프서비스 소프트웨어를 통합 할 수 있습니다. 이러한 앱은 고객에게 스마트폰에서 직접 액세스할 수 있는 다양한 셀프서비스 옵션을 제공하며, 2023년 2월 현재 영국 내 모바일 연결 수가 크게 증가하여 7,180만 개에 달했다고 Switch Limited는 보고했습니다. 영국 인구는 2025년까지 6,830만 명에 달할 것으로 예상되며, 개인의 약 95%에 해당하는 약 6,500만 명이 스마트폰을 소유할 것으로 예상됩니다. 이러한 스마트폰 이용의 급증은 고객 셀프서비스 소프트웨어의 보급을 가속화하고 시장 성장을 촉진하는 요인으로 작용하고 있습니다.

목차

제1장 주요 요약

제2장 시장의 특징

제3장 시장 동향과 전략

제4장 시장 : 금리, 인플레이션, 지정학, 코로나, 회복이 시장에 미치는 영향을 포함한 거시경제 시나리오

제5장 세계의 성장 분석과 전략 분석 프레임워크

제6장 시장 세분화

제7장 지역별·국가별 분석

제8장 아시아태평양 시장

제9장 중국 시장

제10장 인도 시장

제11장 일본 시장

제12장 호주 시장

제13장 인도네시아 시장

제14장 한국 시장

제15장 서유럽 시장

제16장 영국 시장

제17장 독일 시장

제18장 프랑스 시장

제19장 이탈리아 시장

제20장 스페인 시장

제21장 동유럽 시장

제22장 러시아 시장

제23장 북미 시장

제24장 미국 시장

제25장 캐나다 시장

제26장 남미 시장

제27장 브라질 시장

제28장 중동 시장

제29장 아프리카 시장

제30장 경쟁 구도와 기업 개요

제31장 기타 주요 기업과 혁신적 기업

제32장 세계의 시장 경쟁 벤치마킹과 대시보드

제33장 주요 인수합병

제34장 최근의 시장 동향

제35장 시장 잠재력이 높은 국가, 부문, 전략

제36장 부록

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영문 목차

영문목차

Customer self-service software comprises a set of instructions or programs designed to enable customer-initiated technology, allowing customers to access information about a product or service without direct involvement from a support agent. This software assists clients in finding solutions independently.

The primary offerings in customer self-service software are solutions and services. Cloud solutions involve pay-for-use software provided by a third party to collect, store, and manage data on behalf of organizations. The deployment options include cloud-based and on-premise solutions. Various end-users, such as BFSI, healthcare, retail, government, IT, telecommunications, and others, benefit from customer self-service software.

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.

The customer self-service software market size has grown rapidly in recent years. It will grow from $18.26 billion in 2024 to $21.7 billion in 2025 at a compound annual growth rate (CAGR) of 18.8%. The growth in the historic period can be attributed to cost reduction and efficiency, increased customer expectations, mobile and online accessibility, 24/7 availability, scalability for growing businesses, enhanced customer experience.

The customer self-service software market size is expected to see exponential growth in the next few years. It will grow to $50.68 billion in 2029 at a compound annual growth rate (CAGR) of 23.6%. The growth in the forecast period can be attributed to multichannel self-service, personalization and user context, voice and natural language processing, data security and privacy, customer education and training,. Major trends in the forecast period include rise of AI-powered self-service solutions, knowledge base optimization, mobile self-service applications, voice-activated self-service, continuous improvement through customer feedback, and integration with customer relationship management (CRM) systems.

The expansion in the accessibility of customer service touchpoints is anticipated to drive the growth of the customer self-service software market. Customer service touchpoints encompass real-time interactions between consumers and an organization's representatives, website, application, or advertisement, aiming to enhance the customer's purchasing and problem-solving experience. Companies are increasingly adopting customer self-service software to meet customer expectations for instant problem resolution, bypassing the need to search the web or endure lengthy phone waits. In 2022, Emplify Inc. reported that around 52% of customers expect brands to respond within one hour, with 75% emphasizing the importance of a fully self-service customer care option. This trend underscores the significance of enhanced accessibility to customer service touchpoints, driving the growth of the customer self-service software market.

The growing prevalence of smartphones is poised to propel the customer self-service software market forward. Smartphones, characterized by advanced features and capabilities, integrate self-service software through dedicated mobile applications and mobile-optimized websites. These applications empower customers with a wide array of self-service options directly accessible from their smartphones. As of February 2023, Uswitch Limited reported a substantial increase in mobile connections in the UK, reaching 71.8 million, signifying a 3.8% growth over 2021. With the UK's population projected to reach 68.3 million by 2025, an estimated 95% of individuals, or around 65 million, are expected to own smartphones. This surge in smartphone usage is a key driver behind the escalating adoption of customer self-service software, fueling market growth.

Leading companies in the customer self-service software market are innovating by developing advanced products, including artificial intelligence (AI)-powered customer service solutions, to enhance efficiency, improve user experiences, and deliver instant support for customer inquiries. AI-powered customer service solutions utilize AI technologies to automate and refine customer support processes. For example, in August 2024, Kapture CX, a software company based in India, introduced Self Serve 2.0. This upgraded AI-powered customer service solution aims to enhance customer experience by enabling organizations to deflect up to 90% of support tickets. This substantial enhancement is intended to ease the workload of human agents, allowing them to focus on more complex inquiries and strategic tasks. The platform employs vertical large language models (LLMs) that are specifically trained with industry knowledge, ensuring accurate and relevant responses tailored to different customer segments.

Major companies in the customer self-service software market are actively developing innovative solutions, such as generative AI-integrated solutions, to maintain their market standing. Generative AI integrated solutions leverage advanced algorithms to autonomously create dynamic and context-aware responses, enhancing the efficiency and personalization of customer interactions. In May 2023, Sprinklr, a US-based customer experience management software company, introduced a self-service version of its social media management service, Sprinklr Social. This solution, integrated with OpenAI's generative AI models, provides publishing, interaction, and reporting capabilities. It aims to assist business social media teams in producing better content faster and with fewer resources. The Sprinklr Social Advanced Plan offers comprehensive insights into customers, competitors, and the market through AI-powered social listening, converting unstructured data into actionable insights. Furthermore, it includes OpenAI GPT connectors, enhancing the productivity of social media teams.

In December 2023, Keywords Studios, a European company that offers services to the video game industry, acquired Helpshift for an undisclosed sum. With this acquisition, Keywords Studios intends to improve its current player support and engagement capabilities. Helpshift Inc. is a software company based in the United States that specializes in providing a customer self-service platform.

Major companies operating in the customer self-service software market are Oracle Corporation, Salesforce.com Inc., SAP SE, Microsoft Corporation, BMC Software Inc., Verint Systems Inc., Zendesk Inc., Nuance Communications Inc., Zoho Corporation Private Limited, Avaya Holdings Corp., Aspect Software Inc., Zappix Inc., Freshworks Inc., AnswerDash Inc., LogMeIn Inc., SolarWinds MSP UK Ltd., Moxie Software Solutions India Private Limited, Software Advice Inc., Creative Virtual Limited, eGain Corporation, Nanorep Technologies Ltd., SugarCRM Inc., Inbenta Holdings Inc., Aptean Asia-Pacific Ltd., HubSpot Inc., Pegasystems Inc., ServiceNow Inc., Genesys Telecommunications Laboratories Inc., Kustomer Inc., Helpshift Inc., UJET Inc., Ada Support Inc., HappyFox Inc., HelpCrunch Inc., Intercom Inc., Slovakian company

North America was the largest region in the customer self-service software market in 2024. 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, Africa.

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, Canada, Italy, Spain.

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.

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.

Customer Self-Service Software Global Market Report 2025 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.

Reasons to Purchase

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 forecasts are made after considering the major factors currently impacting the market. These include the Russia-Ukraine war, rising inflation, higher interest rates, and the legacy of the COVID-19 pandemic.

Scope

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 Including The Impact Of Interest Rates, Inflation, Geopolitics And Covid And Recovery On The Market

5. Global Customer Self-Service Software Growth Analysis And Strategic Analysis Framework

6. Customer Self-Service Software Market Segmentation

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

8. Asia-Pacific Customer Self-Service Software Market

9. China Customer Self-Service Software Market

10. India Customer Self-Service Software Market

11. Japan Customer Self-Service Software Market

12. Australia Customer Self-Service Software Market

13. Indonesia Customer Self-Service Software Market

14. South Korea Customer Self-Service Software Market

15. Western Europe Customer Self-Service Software Market

16. UK Customer Self-Service Software Market

17. Germany Customer Self-Service Software Market

18. France Customer Self-Service Software Market

19. Italy Customer Self-Service Software Market

20. Spain Customer Self-Service Software Market

21. Eastern Europe Customer Self-Service Software Market

22. Russia Customer Self-Service Software Market

23. North America Customer Self-Service Software Market

24. USA Customer Self-Service Software Market

25. Canada Customer Self-Service Software Market

26. South America Customer Self-Service Software Market

27. Brazil Customer Self-Service Software Market

28. Middle East Customer Self-Service Software Market

29. Africa Customer Self-Service Software Market

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

31. Customer Self-Service Software Market Other Major And Innovative Companies

32. Global Customer Self-Service Software Market Competitive Benchmarking And Dashboard

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

34. Recent Developments In The Customer Self-Service Software Market

35. Customer Self-Service Software Market High Potential Countries, Segments and Strategies

36. Appendix

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