Customer Self-Service Software (CSS) is a combination of customer and service interaction solutions, which are intended to empower customers to provision themselves. Customer Self-Service solutions consist of Interactive Voice Response (IVR) systems, mobile self-service, virtual assistants, and e-support (web-based). These solutions empower end users to perform tasks or access data on their own, without the help of any customer service agent. End users can avail the service 24/7/365. The best Customer Self-Service Software is a subsegment of Customer Relationship Management (CRM) and is also used for Employee Relationship Management (ERM).

COMPETITIVE LEADERSHIP MAPPING TERMINOLOGY

The vendors have been placed into 4 categories based on their performance in each criterion: visionary leaders, innovators, emerging, and dynamic.

VISIONARY LEADERS

The visionary leaders receive high scores for most of the evaluation criteria. They have an established product portfolio and a very strong market presence.

INNOVATORS

Innovators have innovative portfolio of services and a strong potential to build robust business strategies for their business growth, to be at par with the Visionary Leaders. Moreover, a strong and dedicated direct and indirect sales channel is one of the key factors influencing the brand position of the firm.

DYNAMIC DIFFERENTIATORS

The dynamic differentiators are established vendors with very strong business strategies. However, they have a low product portfolio. They focus on a specific type of technology related to the product.

EMERGING COMPANIES

The emerging companies have niche product offerings and are starting to gain their position in the market. They do not have much 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 in the market.

Major Solutions Covered in the Analysis
The Customer Self-Service Software solutions are classified into web self-service, mobile self-service, intelligent virtual assistants, social media & community self-service, e-mail management, IVR & ITR, and others such as CSS security and semantic search

WEB SELF-SERVICE

The web self-service solution is a digital support mechanism, which enables the customers and employees in an organization to self-assist themselves by providing access to information and perform routine tasks over the internet. Web self-service is increasingly gaining traction and has become an essential part of CRM and ERM in many organizations. Web self-service is a collaborative term, which encompasses several self-service tools such as hybrid chats, instant answers, FAQ web pages, co-browsing, video tutorials, and widgets. Hybrid chats enable customers self-start the conversation with a virtual agent and if they do feel satisfied, they can immediately switch on to a live agent. On the contrary, the instant answers technology suggests content related to the query of the customers and deflects unnecessary tickets by using semantic search, to analyze the user input and directing them to the information they are seeking, thus enabling customers to answer their own questions, rather than sending an email or creating a support ticket.

MOBILE SELF-SERVICE

Mobile self-service is a fast growing mode of Customer Self-Service Software due to the increasing proliferation of smartphones across all the regions. The mobile self-service solution includes various tools of customer service, such as SMS, voice, video, and apps. SMS has traditionally been the most preferred mode of Customer Self-Service due to ease of application for both the customers and organizations. However, these days automated SMS messages are gaining popularity among many organizations as these can be used to send customers simple reminders or updates. Once the customer responds to these messages, the organizations integrate the SMS with text analytics algorithms to understand the context behind customer requests. The analysis of the requests enable them to enhance the overall customer experience. Apart from SMS, mobile apps are also a fast growing trend for Customer Self-Service Software. The companies provide their customers specific mobile apps through which they can perform routine activities, such as paying a bill, checking into a flight, booking a healthcare appointment, or booking cabs without any secondary assistance.

INTELLIGENT VIRTUAL ASSISTANTS

Intelligent virtual assistants/virtual customer assistants or chatbots are automated applications, which help in responding to customer queries by simulating a conversation on the web or within a mobile app. Many organizations rely on them as an effective tool to lower their customer support costs by handling common questions and queries before they reach a live agent. Virtual assistants are based on text analytics and Natural Language Processing (NLP) and understand the context of a customer query when it is entered in a text format or spoken by the customer via a mobile app. The query is then analyzed and the nearest possible answer for it is tracked in the knowledgebase. The companies integrate the virtual agents with multiple channels of customer engagement, such as web chat, social media, mobile apps, and FAQ pages.

SOCIAL MEDIA AND COMMUNITY SELF-SERVICE

Social media and community self-service is a budding concept in CRM and CSS. A majority of the companies providing CRM suites also provide self-service tools such as social media communities and forums. Most of the companies are rapidly switching to social media by forming peer-to-peer support communities and discussion forums for reducing customer support costs. The social media is an apt platform through which the companies can better connect with their customers, create a better brand value, and also analyze the perception about their offerings among the customers. The peer-to-peer support community software helps in engaging, supporting, and managing the online customer community by identifying their issues and resolving them instantly. The companies are also creating social business pages dedicated to their loyal customers wherein they can assist and self-serve themselves by viewing answers and resolutions from within the social network. Innovative companies such as Aspect Software and Inbenta provide self-service tools to their customers, which results in multi-lingual, natural language, self-service interface on social media channels, such as Facebook and Twitter with proper agent backup.

E-MAIL MANAGEMENT

The email management solution necessarily constitutes Email Response Management System (ERMS), which enables Customer Self-Service Software by handling customer mails automatically. In an ERMS, the email operator has access to the knowledgebase of the organization. The ERMS first parses the mail and reads its content through OCR technologies. Then, by keyword analysis, it tries to find the best possible solution for the customer query from the linked knowledgebase. Accordingly, automated responses are generated based on the knowledgebase self-service and are sent back to the customers in the form of mails. The ERMS has various components such as email ticketing system, email receipt module, spam filters, data enhancement module, and intelligent analysis module. This solution also helps organizations in email archiving, through which they can protect their critical customer information and can use it in future for processes, such as e-discovery.

INTERACTIVE VOICE RESPONSE AND INTERACTIVE TEXT RESPONSE

IVR is a technology that enables the human-machine interaction through voice and Dual-Tone Multi- Frequency (DTMF) signaling inputs, whereas ITR is a technology that involves providing service to the customers via text-based communication channels, such as SMS, social media platforms, web chats, and Over the Top (OTT) messaging. IVR was the most commonly used self-service tool till recent times, but due to certain limitations, it is losing its sheen and will soon be overtaken by ITR as a more favored self-service tool popular among the organizations. The major limitation of IVR is that it is less user friendly and its focus is majorly on cost reduction, rather than query resolution of customers. Gradually, there have been modifications in this solution and visual IVR is a better solution with enhanced user friendliness. ITR on the other hand is more preferred among customers for self-service, because it provides them with a flexible platform for outbound notifications and reminders, and ensures that the interaction is in the form of a two-way automated conversation, not just a one-way notification.

Last updated on: Dec 13, 2019
  • Oracle caters to various verticals, such as automotive, chemicals, communications, education, financials services, healthcare, hospitality, insurance, public sector, utilities, travel & transportation, and aerospace & defense. Oracle is a global provider of CRM solutions and has a dedicated CX cloud suite that helps the companies in leveraging the customer experience to differentiate, innovate, and improve their business results. In the CSS software market, the Oracle Service Cloud's RightNow package provides the customers many self-service tools, such as community & web self-service, knowledgebase, virtual assistants, live chats, and mobile self-service.

    Read More
    • Enterprise
    • California, USA
    • Founded: 1977
    • $10BN to $50BN
    • 1,00,001 to 5,00,000
  • The company has a small business division that is only dedicated to offering Customer Self-Service Software solutions and services to the government agencies and military sector. The company has the distinction of maintaining world's largest voice data library. It uses advanced algorithms and analytics to change the way people interact with technology and information. In the CRM and CSS software markets, Nuance provides its distinct offerings, such as virtual assistants, IVR, Omni-channel solutions, web self-service solutions, and mobile self-service solutions through TouchCommerce, which it acquired in August 2016. nuance communications, inc.

    Read More
    • Enterprise
    • Massachusetts, US
    • Founded: 1992
    • $1BN to $5BN
    • 10,001 to 15,000
  • eGain suite comprises mobile applications, social applications, web applications, desktop applications, management applications and analytics, messaging applications, eGain OpenCEH, and eGain Connectors for eGain OpenCEH is a multichannel customer engagement hub and eGain Connectors help to connect CRM, content, CTI, and e-commerce systems. The company caters to a wide range of industry verticals, such as healthcare, retail, telecommunications, financial services, insurance, outsourced services, technology, utilities, government, and manufacturing.

    Read More
    • SME
    • Mountain View, California, US
    • Founded: 1997
    • $51MN to $100MN
    • 501 to 1,000
  • Verint has a very strong R&D team of about 1,400 professionals, which is backed by more than 15% of the company's annual revenue and 700 patents and patent applications worldwide. The company boosted its presence in the CSS and CRM software market with the acquisition of KANA, a hosted CRM software provider in 2014. The dedicated offerings pertaining to the CSS software market offered by Verint include web self-service tools, such as knowledgebase, case management, live chat, co-browsing, email management, and social communities.

    Read More
    • Enterprise
    • New York, US
    • Founded: 1994
    • $1BN to $5BN
    • 5,001 to 10,000
  • SAP HANA is based on the in-memory computing technology. The Customer Self-Service Software offerings of the company are part of its CRM suite that has been consolidated under Hybris brand, which it acquired in 2013 as a part of its realigned strategy to tackle the strong competitors, such as Salesforce.com and Oracle. The dedicated CSS offerings of the company are provided through SAP HANA cloud portal.

    Read More
    • Enterprise
    • Weinheim, Germany
    • Founded: 1972
    • $10BN to $50BN
    • 75,001 to 1,00,000
  • In the Customer Self-Service Software market, the company provides its offerings through Dynamic Self-Service and Avaya Aura Experience portals. Some of the CSS offerings of Avaya include automated multichannel experience management, predictive self-service, IVR, and web self-service.

    Read More
    • Enterprise
    • Santa Clara, California, United States
    • Founded: 2000
    • $1BN to $5BN
    • 5,001 to 10,000
  • In the CSS and CRM software market, Salesforce Customer Self-Service provides its offerings through Desk.com, which is a cloud-based helpdesk system for interacting with customers and solving customer issues. Desk.com has the multichannel capabilities for self-service, such as knowledgebase, live chats, email, and callback. Primary competitors of Salesforce.com in the CSS software market include Microsoft Dynamics CRM, Oracle, and SAP CRM.

    Read More
    • Enterprise
    • California, US
    • Founded: 1999
    • $5BN to $10BN
    • 30,001 to 35,000
  • Pega CRM's ability to integrate real-time predictive analytics and automated decisioning into customer interactions in any channel is the major USP of the their Customer Self-Service solution. The company makes use of historical and contextual analysis to decide upon the next move to take at each point within each customer conversation. For Web self-service, this means that customer’s historical data and their current screen movement triggers results on the UI. Pega’s solution also makes it easy for customers engaging in a self-service inquiry to escalate to an agent-assisted interaction. The company's Self-Service Advisor has the ability to turn a confusing and costly experience into a positive one with a quicker resolution, reduced customer effort and effective cross-sell for the business.

    Read More
    • Enterprise
    • Cambridge, Massachusetts, US
    • Founded: 1983
    • $500MN to $1BN
    • 1,001 to 5,000
  • Microsoft also offers cloud-based solutions and services, such as Microsoft Office 365, Windows Azure, Skype, Bing, and Microsoft Dynamics CRM. Microsoft operates in more than 190 countries and has its presence around the world in the regions of Europe, MEA, Latin America, North America, and APAC. The offerings of the company cater to various verticals, such as education, government, health, discrete manufacturing, hospitality & travel, and retail & consumer goods. In the segments of CRM and CSS, the company has credible offerings, such as Microsoft Dynamics suite and Microsoft Parature self-service portal. Oracle Corporation, Salesforce.com, and SAP SE are the chief competitors of Microsoft in these segments.

    Read More
    • Enterprise
    • Washington, USA
    • Founded: 1975
    • More than $100 BN
    • 1,00,001 to 5,00,000
  • It thrives to attain excellence and impart an Omni-channel customer experience by developing fully native contact center interaction management, workforce optimization, and self-service capabilities within a single CEC. Some of the CSS offerings of Aspect include Aspect Augmented Chat, Aspect Callback Mobile, and Aspect InQueue Self-Service.

    Read More
    • Enterprise
    • Chelmsford, Massachusetts, US
    • Founded: 1973
    • $500MN to $1BN
    • 1,001 to 5,000
  • Freshdesk Self-Service allows users to leverage past conversations to find answers on any topic without even involving the support teams. Freshdesk Knowledge Base offers solutions in video, images or attached files format to help customers more efficiently. It also allows agents to create answers in multiple languages and keep the transaltions up to date. Freshdesk Widget has the ability to understand customer sentiments and it proactively reaches out to them and offers help. Furthermore, Freshdesk has developed Community Forums where customers can ask questions, post tips and resolve each other's queries on any topic.

    Read More
    • Enterprise
    • California, US
    • Founded: 2010
    • 501 to 1,000
  • The Inbenta Chatbot identifies conversation context, uses webhooks to conduct transactions and is quickly available 24/7. It uses NLP to understand the customers queries in their own language. Inbenta collaborates enterprise-grade AI and ML with their unique NLP engine to address user queries with unmatched precision. Inbenta's Federated and Faceted Search enable organizations to search across various sources of content and respond with precise answers to detailed customer queries. With Discovery and Gap Analysis, users can easily enhance their content and customer service quality.

    Read More
    • SME
    • California, US
    • Founded: 2005
    • Below $10 MN
    • 501 to 1,000
  • In the Customer Self-Service Software market, the company has expertise in IT self-service. BMC MyIT self-service software and BMCTrack-it suite have many self-service functionalities, such as self-service mobile apps, social tools, virtual chat, and knowledgebase to aid the enterprises and their stakeholders.

    Read More
    • Enterprise
    • Houston, Texas, US
    • Founded: 1980
    • $1BN to $5BN
    • 5,001 to 10,000
  • Aptean Self-Service possesses Context-sensitive pagelets which can be developed proactively in the course of a search to deliver relevant news, notifications and offers for products and services. The solution is equipped with Self-improving search, which means the system gets learns more as it is used, consistently increasing the relevancy of search results and recommendations. It can be integrated with CRM which allows capture of session information to the customer record. Aptean's Resolution flows direct customers through a specific process to resolve their high value issues. Moreover, Microsites allow managers to send out alerts news, and messages to the right agent segment.

    Read More
    • Enterprise
    • Alpharetta, Georgia, US
    • Founded: 2012
    • $500MN to $1BN
    • 1,001 to 5,000
  • Zendesk support provide customers with the resources needed to help themselves. The company first creates a help center for customers with a smart knowledge base. Then provides them with a Community and a dedicated space where they can with a Customer Portal. It then applies AI to automate tasks, offer recommendations and predictions to create better experiences wherever the agents and customers are. Zendesk support also provides Answer Bot that uses machine learning to answer customer questions with content from the knowledge base.

    Read More
    • SME
    • San Francisco, California, US
    • Founded: 2007
    • $101MN to $500MN
    • 1,001 to 5,000
  • RightAnswers web self-service portal provides customized brand experience along with the information required by the customers to address their queries. It minimizes calls to the user's contact center or service desk and also helps them in reducing the wait time. RightAnswers Knowledge Centered Service methodology (KCS)has been developed with a purpose to enable the management, employees and customers develop and handle a centralized knowledge base. RightAnswers' Knowledge-Paks deliver more than ninety thousand precise knowledge solutions to the most common issues faced by the users.

    Read More
    • SME
    • Austin, Texas, US
    • Founded: 2001
    • $51MN to $100MN
    • 101 to 500
  • Jive is the most preferred collaboration platform globally. Jive Software claims 15% higher productivity, 38% greater job satisfaction, 24% lower turnover and 17% fewer IT tickets after implemenation. Jive Platform doesn’t require any learning curve or specific traning in order to user it, as it is extremely intuitive. The company claims to save 51 minutes per day of the users by making information easily available. Jive’s groundbreaking PeopleGraph technology leverages machine intelligence and social graph analytics from Amazon to allow employees to discover the people, expertise and insights required to perform thier jobs.

    Read More
    • SME
    • Campbell, California, US
    • Founded: 2001
    • $101MN to $500MN
    • 501 to 1,000
  • Creative Virtual's V-Person helps customers in increasing conversion and customer satisfaction rates. It also helps them to capitalise on cross-selling and up-selling opportunities. It also helps in preventing information overload by generating, handling and engaging customers in entire conversations to totally understand the query, return the right answer and present the right web page. It makes use of NLP which makes the customers feel like having real conversations. V-Person virtual agent develops an easy way to self-serve and minimizes live chat sessions by up to 80%. V-Person Mobile uses the most advanced natural language and knowledge management technologies to support users in deliverinf personalised, self-service mobile experiences on a variety of devices.

    Read More
    • Enterprise
    • London, UK
    • Founded: 2003
    • 51 to 100
  • AIVA makes use of NLP, NLU, deep learning, and self-learning AI to learn the intent and context, offer customization and break down complex phrases, all in a conversational tone that appears natural. It is the first enterprise-grade VA that has the ability to track and respond to user sentiments. 24/7 Chat delivers drastic support cost reduction and improved sales revenue by redirecting contacts from phone and email. It tries to learn what the customers want to do by using intent-driven engagement and deep chat analytics. The solution helps in enhancing sales conversions up to 30% with advanced, repeatable AI models that identify prospects, engagement time, specific recommendations to be made. Also, the company offers an integrated platform approach to real-time and continuous messaging.

    Read More
    • Enterprise
    • San Jose, California, US
    • Founded: 2000
    • 51 to 100
  • Astute's self-service application can be deployed on a company’s website, integrated within their mobile app or accessed through third-party messaging applications such as Facebook Messenger. Their KMS is capable of generating knowledge base content and fetching answers from existing sources. The application also enables users to deploy self-service across web, mobile, and messengers to deliver optimized answers. The solution fetches data from numerous knowledgebases to provide the most precise answer for each question. Moreover, Astute Agent helps agents in managing their daily work by letting them manage all channels in a single interface.

    Read More
    • Startup
    • Manhattan Beach , CA, US
    • Founded: 2012
    • 1 to 50

Find the best Customer Self-Service Software solution for your business, using ratings and reviews from buyers, analysts, vendors and industry experts

EVALUATION CRITERIA

Below criteria are most commonly used for comparing Customer Self-Service Software tools.
  • Support Services
    • Level of Support Services
    • Customer Feedback
    • Pre Sales Support
      • Software Requirement Specification (SRS)
      • Product Demos
      • Proof of Concept
      • Dedicated Account Manager (DAM)
    • Preferred support services delivery
      • On-Site Support
      • Remote Support
    • Frequency of Support Service
      • Frequency of Support Service - Monthly
      • Frequency of Support Service - Annually
      • Frequency of Support Service - Others
  • Product Features and Functionality
    • Features Offered
      • Hybrid Chats & Instant Answers
      • FAQ Web Pages
      • Co-browsing
      • Video Tutorials
      • Widgets
      • SMS
      • Voice
      • Mobile Apps
      • Community Platforms
      • Social Forums
      • Knowledgebases
      • APIs for developing Self-Service Apps
      • Automated Ticketing
      • Helpdesk Automation
      • Predictive Self-Service
  • Delivery
    • Deployment Mode
      • On-Premise
      • Hosted / On-Cloud
    • Preffered Delivery
      • Full Time Equivalent
      • Subscription / Licensing
    • End-users catered
      • CRM Software Vendors
      • IT Service Providers
      • Telecom Service Providers
      • Companies/Organizations/Enterprises/Customers
    • Delivery
      • Delivery - Direct
      • Delivery - Through Partners / Third-Party Vendors
  • Breadth and Depth of Product Offerings
    • Product/Solution Offered
    • Software Offered
      • Web Self-Service
      • Mobile Self-Service
      • Intelligent Virtual Assistants
      • Social Media and Community Self-Service
      • E-mail Management
      • Interactive Voice Response & Interactive Text Response
      • Customer Self-Service Security
      • Semantic Search
      • Other Software Offered
    • Services Offered
      • Integration & Deployment
      • Education & Training
      • Support & Maintenance
      • Consulting Services
      • Managed Services

TOP REVIEWS

Looking for Customer Self-Service Software? Get help

BE THE FIRST ONE TO REVIEW

Share your experience with potential buyers.

...

Marie Stelle

Engagement Partner - 360Quadrants.com