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

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

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.

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

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.