What is Customer Self-Service Software?
Customer Self-Service Software (CSS) is a combination of customer and service interaction solutions, which are intended to empower customers to provision themselves.
Top Customer Self-Service Software Vendors in 2020:
- Oracle Corporation
- Nuance Communications Inc.
- Egain Corporation
- Verint Systems Inc.
- SAP SE
- Avaya Inc.
- Salesforcecom Inc.
- Pregasystems Inc.
- Microsoft Corporation
- Aspect Software Inc.
Customer self-service is a kind of electronic support that enables end-users to use technology to access information and perform routine tasks without requiring the assistance of a live customer service representative. It offers end users with 24x7 support and immediate access to information without having to wait for a customer representative. Customer self-service (CSS) software market is expected to grow from USD 7.2 billion in 2019 to USD 21.91 billion in 2025 at a CAGR of 20.94% during the forecast period of 2020-2025.
Top 25 companies offering Customer Self-Service Software features were analyzed, shortlisted and categorized on a quadrant under Visionary Leaders, Innovators, Dynamic Differentiators, and Emerging Companies to identified best Customer Self-Service Software providers.
Customer Self-Service Software Vendors who fall into this category generally receive high scores for most of the evaluation criteria. They have a robust and established product portfolio and a very strong market presence. Moreover, these vendors also have strong business strategies. This category includes top Customer Self-Service Software Vendors such as Oracle Corporation, Nuance Communications Inc., Egain Corporation, Verint Systems Inc., SAP SE, and Avaya Inc.
The dynamic differentiator's category includes established vendors with very strong business strategies. However, they are low in the product portfolio. This category includes vendors such as Aptean Corporation and Freshdesk.
Innovators are vendors who have demonstrated substantial product innovations as compared to their competitors. They have a focused product portfolio. However, they do not have very strong growth strategies for their overall business. This category includes best Customer Self-Service Software Vendors such as Salesforcecom Inc., Pregasystems Inc., Microsoft Corporation, Aspect Software Inc., BMC Software Inc., Zendesk Inc., Rightanswers Inc., Jive Software and Creative Virtual.
Emerging companies’ category comprises vendors with niche product offerings, who are starting to gain their position in the market. They do not have very strong business strategies as compared to other established vendors. They might be new entrants in the market and require some more time before getting significant traction. This category includes vendors such as 24/7 Customer Inc., and Astute Inc.
Benefits of Customer Self-Service Software:
- Self Service Portals decreases customer service costs
- Self Service Portals increase agent productivity
- Self Service Portals teach customers new skills
- Self Service Portals increases site traffic
- Self Service Portals leverage personalized information
- Self Service Portals improve social engagement
Customer self-service technologies include:
- Web self-service: Customers can access information and perform daily tasks over the Internet by searching a knowledge base or reviewing an FAQ.
- Interactive voice response: Customers can interact with an automated telephonic system to complete specific tasks.
- Apps: Customers can interact with a software program on a mobile device to carry out particular tasks, such as check an account balance or transfer funds from one bank account to another.
- Self-checkout: Customers can scan, bag, and pay for purchases without human assistance.
Important features to be considered while choosing Customer Self-Service Technology:
Automated Ticketing: Automated ticketing system for customer service has the potential to speed up ticket resolution times. It provides quick answers to most support queries, it can make representatives more readily available to handle tougher issues.
Knowledgebase management: A knowledgebase management system is designed for managing large and complex databases of support content. The system is comprised of a software application and a set of guidelines and procedures for managing knowledge.
Self-service portal: Allows customers and employees to track their own tickets, solve issues themselves via the knowledge base, and communicate with service agents.
Analytics: Reporting and analytics tools in self-service portals tracks valuable data from all angles and provide insights into website performance and customer relationships.
Community Platform: Community platform is an online space where a group of unified individuals is encouraged to interact with each other and hold open discussions about their common interests, goals or beliefs.
Helpdesk Automation: Helpdesk Automation relieves customer service agents of monotonous repetitive customer service interactions, enables smart ticket assignment, manages SLA, automates follow-ups and streamlines the complete workflow.
How to choose Best Customer Self-Service Software in 2020?
Figuring out the type and quality of customer support and service you want to offer can be a tedious task. Here are some questions to help you understand:
- What type of support do your customers expect?
Your specific customer base will come to you with their own requirements. Do they prefer email? Are they comfortable using self-service tools? Do they expect an answer within an hour or a day?
- What experience do you want to offer your customers?
- What experience do you want to offer your support team?
Customer self-Service software that is clear, usable and attractive will save them time and effort that they can spend on your customers.
- What can you change about your current customer service?
Is this still the best way to solve this issue?
Is this approach essential to our customer experience, or could we get the same result another way?
What is our team capable of now that we weren’t capable of the last time we thought about our tools?
- Select your crucial help desk features
- Create a help desk software evaluation team
- Test the customer experience of each Customer self-service solution
- Consider scalability and review reporting options
- Artificial Intelligence and Chatbots
- Real-Time Communication
- Internet of Things
- Personalized Customer Service
- Empowered Customer Service Representatives
- Ticketing Systems
- Knowledge Base
- Blockchain and Distributed Ledger Technologies
Frequently Asked Questions
How much is the forecasted value of Customer Self-service market?The customer self-service software market is estimated to grow from USD 4.33 Billion in 2016 to USD 9.38 Billion by 2021, at a Compound Annual Growth Rate (CAGR) of 16.7% during the forecast period 2018-2021
What different types of solutions does customer self service software provide?The different and unique solutions provided by customer self service software are: Mobile self-service, Intelligent virtual assistants, Social media & community self-service, Email management, IVR & ITR and Web Self-Service
Who are the key players or major vendors in Customer Self-Service Market?The customer self-service software ecosystem comprises companies such as Microsoft Corporation, Nuance Communications, Inc., Oracle Corporation, SAP SE, Salesforce.com, Inc., Aspect Software, Avaya, Inc., BMC Software, Verint Systems, Inc., and Zendesk, Inc. Further, the solutions developed by these companies are used by education, healthcare and life sciences, BFSI, retail, government and public, manufacturing, telecom and IT, transportation and logistics sectors.
Who are the target audience of the Customer Self-Service software?Customer self-service software solution vendors, Customer self-service software service providers, CRM software vendors, IT service providers, Consulting service providers, Managed service providers, Telecom service providers, Companies/organizations/enterprises using customer self-service software solutions, Software developers are the key target audience or end users of the customer self-service software
Which are the major restraining factors and opportunities for the new entrants in CSS market?Hesitation among organization’s employee to adapt new self-service technologies and less awareness among customers is the major restraining factor in this market. However, integration of artificial intelligence (AI) & business Intelligence (BI), and big data with CSS technologies to understand consumer behavior is expected to provide good opportunities for the growth of the CSS software market.