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市场调查报告书
商品编码
1630204

客户自助服务软体：市场占有率分析、产业趋势与统计、成长预测（2025-2030）

Customer Self-Service Software - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2025 - 2030)
出版日期: | 出版商: Mordor Intelligence | 英文 120 Pages | 商品交期: 2-3个工作天内

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简介目录

预计客户自助服务软体市场在预测期间的复合年增长率为20.94%。

客户自助服务软体-市场-IMG1

主要亮点

  • 越来越多的企业意识到专用、可靠的自助服务入口网站的好处，可以增强其整体品牌形象。自助服务入口网站使客户即时存取资讯、实现个人化并节省宝贵的时间和组织资源。据 SuperOffice 称，70% 的客户现在希望公司网站包含自助服务应用。客製化的知识型自助服务入口网站在增加网站流量方面发挥重要作用。根据 Salesforce 的数据，39% 的千禧世代在有问题时会查看公司的常见问题解答，这表明他们强烈偏好寻找答案。
  • 客户自助服务软体的主要功能包括在无需人工干预的情况下向用户提供资讯、帮助最终用户完成熟悉的任务以及为请求帮助的最终用户提供持续的支援。许多企业服务台由于人手不足或缺乏立即回答问题的知识而未能满足所需的期望。因此，公司正在转向自助服务，使用者可以透过知识库和自动化任务管理平台自行找到解决方案。
  • 数位助理的采用是市场上出现的重要趋势之一。聊天机器人已成为零售和 BFSI 行业的关键自助服务功能。企业正在利用数位虚拟助理来改善客户体验。越来越多的公司正在部署支援人工智慧和机器学习的聊天机器人和虚拟助理，以利用关键竞争优势并改善客户体验。此外，聊天机器人技术引起了人们的极大兴趣，一些公司在客户关係管理 (CRM) 方面投入了大量资金。
  • 然而，客户可能缺乏意识以及员工不愿采用自助服务软体预计将减缓市场成长。
  • 与 COVID-19 大流行相关的景气衰退导致企业采购标准发生策略转变，将业务稳定性置于新产品和服务的投资之上。大多数企业在投资自助服务解决方案之前都会三思而后行，因为第三方服务供应商的伺服器和资讯系统中潜在的安全漏洞可能会使客户隐私面临风险。然而，在后 COVID-19 市场场景中，与客户自助服务软体相关的优势将在整个预测期内增加对该软体的需求。

客户自助服务软体市场趋势

云端服务在零售业的渗透率扩大预计将推动市场成长

  • 零售业多年来一直大力采用客户自助服务解决方案，而这一趋势预计将持续下去。零售商正在竞相采用新技术，自助结帐的采用也不断成长。自助服务已经进入产品扫描技术，零售巨头正在拥抱这项技术。
  • Jumper.ai 表示，聊天机器人技术不仅仅是零售商的客户服务工具；它还可以收集独特的第一方客户资料。该领域人工智慧的最新趋势也为该技术提供了发展空间。根据分析公司 Invoca 的数据，近一半 (49%) 的美国消费者对零售业人工智慧技术产生的建议的信任度超过任何其他类型的分析。
  • 总部位于美国的 Zappix 提供云端基础的数位自助服务解决方案，利用视觉 IVR 的速度和机器人流程自动化 (RPA) 的便利性来提供增强的客户体验。该公司声称其零售解决方案的好处包括减少座席呼叫、降低客服中心成本、改善客户体验、重复流程自动化、有针对性的收益成长机会以及即时座席价值，这包括减少每次呼叫的平均处理时间，使您能够专注于大批量查询。
  • Zappix 还表示，其解决方案可以与 CRM、订单管理系统和其他后端系统集成，将客户与零售商直接联繫起来。该公司还提供 Zappix Actionable Analytics，可追踪客户旅程并提供分析消费者行为和趋势的报告。对自助服务解决方案的需求持续成长，其他零售商预计也会跟进。
  • 根据 Flexera Software 进行的一项研究，大约 46% 的受访者将在 2022 年在 Amazon Web Services (AWS) 上运行关键工作负载，45% 的受访者已经在 Azure 上运行关键工作负载。因此，由于全球范围内运行应用程式的公共云端平台服务的整体使用量迅速增加，客户自助服务软体市场在预测期内可能会出现指数级增长。

北美市场占有率最大

  • 北美市场占有率最大，主导客户自助服务软体市场。这是由于社交媒体的盛行、自助服务软体供应商数量的增加以及自助服务解决方案的高度云端基础的部署。据估计，消费者越来越多地采用网路自助服务解决方案和行动装置也将推动未来几年北美市场的成长。此外，几家领先的客户自助服务软体公司的出现也有望支持市场发展。
  • 总部位于美国的 Big Fish Games 使用自动化 SmartAssistant，利用来自客户网路会话的资讯（包括搜寻的关键字）来提供 360° 个人化服务。透过这种方法，Big Fish Games 将客户满意度提高到约 94%，自助服务网路率达到 96.4%，并节省了 87 万美元。最近的 COVID-19 疫情进一步扩大了零售业客户自助服务解决方案的范围和采用。例如，沃尔玛在加拿大的 22 家商店推出了自助扫描经销店。
  • Walgreens drugstore.com 在 Facebook 和 Twitter 上提供网路自助服务。在线上搜寻和购物的客户可以与代理商聊天，了解产品搜寻、问题解决和促销资讯。透过这项策略，该公司的订单数量增加了 20%，并透过电话偏转节省了约 35 万美元。
  • 此外，美国国际连锁便利商店 7-11 在 Facebook Messenger 上提供聊天机器人，以改善客户体验。该聊天机器人不仅使用驱动自动化的人工智慧与客户对话，还允许用户註册 7Rewards 客户忠诚度计画、搜寻附近有折扣和宣传活动的商店等等。
  • 领先的本地公司已经在实施人工智慧作为其数位转型的一部分。例如，摩根大通、美国银行和第一资本等银行服务供应商已经推出了聊天机器人形式的虚拟助理。他们还成功简化了劳动力管理等后端业务，从而降低了高成本。

客户自助服务软体产业概述

由于 ATM、自助服务终端和自动贩卖机等自助服务的增加，客户自助服务软体市场变得碎片化。对软体的需求也在增加，这使得它成为许多公司以其产品进入的有吸引力的市场。此外，许多公司正在提供解决方案来满足消费者的需求。研究市场的主要企业包括 Oracle Corporation、Salesforce.Com Inc.、SAP SE、Microsoft Corporation、BMC Software Inc. 和 Verint Systems Inc.。

2022 年 12 月，现代分析云 ThoughtSpot 和分析工程先驱 dbt Labs 宣布建立正式合作伙伴关係，将自助分析引入现代资料堆迭。这项新的合作关係是近几个月来的最新合作伙伴关係，旨在为 Huel、Loan Market Group、TotallyMoney、Chick-fil-a、Roche、Nasdaq 和 GoSharing 等共用客户带来切实的商业价值。

2022 年 5 月，Savant 宣布与资料云公司 Snowflake 建立技术合作伙伴关係。我们与 Snowflake 的合作将使我们的共同客户能够从 Snowflake 获得各种关键业务洞察，而无需 BI 或工程团队的参与。此次伙伴关係将有助于推进 Savant 的使命，即为企业领导者随时随地提供所需的见解和资料。

其他好处

  • Excel 格式的市场预测 (ME) 表
  • 3 个月的分析师支持

目录

第一章简介

  • 研究假设和市场定义
  • 调查范围

第二章调查方法

第三章执行摘要

第四章市场洞察

  • 市场概况
  • 产业价值链分析
  • 产业吸引力－波特五力分析
    • 供应商的议价能力
    • 消费者议价能力
    • 新进入者的威胁
    • 替代品的威胁
    • 竞争公司之间敌对关係的强度
  • 评估 COVID-19 对产业的影响

第五章市场动态

  • 市场驱动因素
    • 云端服务扩充
    • 网路安全和隐私的需求不断增长
  • 市场限制因素
    • 市场监理的演变

第六章 市场细分

  • 按发展
    • 云
    • 本地
  • 透过提供
    • 解决方案
      • 基于网路的
      • 移动基地
    • 按服务
  • 按最终用户产业
    • BFSI
    • 卫生保健
    • 零售
    • 政府机构
    • 资讯科技/通讯
    • 其他最终用户产业
  • 按地区
    • 北美洲
    • 欧洲
    • 亚太地区
    • 拉丁美洲
    • 中东/非洲

第七章 竞争格局

  • 公司简介
    • Oracle Corporation
    • Salesforce.Com Inc.
    • SAP SE
    • Nuance Communications Inc.
    • BMC Software Inc.
    • Microsoft Corporation
    • Verint Systems Inc.
    • Zappix Inc
    • Zendesk Inc
    • Zoho Corporation Pvt. Ltd

第八章投资分析

第9章 市场的未来

简介目录
Product Code: 62343

The Customer Self-Service Software Market is expected to register a CAGR of 20.94% during the forecast period.

Customer Self-Service Software - Market - IMG1

Key Highlights

  • An increasing number of organizations now understand the benefits of reliable and dedicated self-service portals for enhancing the company's overall brand image. Self-service portals provide customers instant access to information, allow personalization, and save valuable time and organizational resources. According to SuperOffice, 70% of customers now expect a company's website to include a self-service application. The customized knowledge-based self-service portal plays a significant role in bringing in more website traffic. According to Salesforce, 39% of millennials check a company's FAQ when they have a question, showing a strong preference for finding answers.
  • Some of the significant features of customer self-service software are it provides information to users without human interaction, assists end-users in completing familiar tasks, and provides continuous support to end-users seeking assistance. Most of the company helpdesks fail to deliver the required expectations, either due to being short-staffed or a lack of knowledge to answer a question immediately. Hence companies adopt these self-services, which help users find solutions themselves, often through a knowledge base or automated task management platform.
  • The adoption of digital assistants is one of the significant trends emerging in the market. In the Retail and BFSI industry, chatbots have become a primary self-service feature. The companies utilize digital virtual assistants to enhance the customer experience. More companies are implementing AI- and ML-enabled chatbots and virtual assistants to leverage vital competitive advantages and improvise customer experiences. Further, chatbot technology is gaining much interest, with several companies investing significantly in Customer Relationship Management (CRM).
  • However, it is projected that a potential lack of customer awareness and employee reluctance to implement self-service software will somewhat constrain market growth.
  • The COVID-19 pandemic-related economic downturn led to a strategic shift in the purchasing criteria used by businesses, as they began putting business stability ahead of investing in new products and services. Before investing in self-service solutions, most companies think twice since any potential security holes in their third-party service providers' servers and information systems can jeopardize their clients' privacy. However, in the post-COVID-19 market scenario, owing to the benefits associated with customer self-service software, the demand for the software will increase throughout the forecast period.

Customer Self-Service Software Market Trends

Increased Penetration of Cloud Services in the Retail sector is Expected to Drive the Market Growth

  • The retail sector has been a significant adopter of customer self-service solutions for many years, and the trend is also expected to continue in the coming years. Retail companies are vying to deploy new technologies and are witnessing the growing adoption of self-service checkouts. Self-service has already made inroads in product-scanning technology, which retail majors are incorporating.
  • According to Jumper.ai, chatbot technology isn't just a customer service tool for retailers, as it also can collect unique first-party customer data. The recent trend of AI in the sector is also developing space for technology. According to analytics firm Invoca, nearly half (49%) of US consumers trusted advice generated by AI technology in the retail category more than any other type analyzed.
  • US-based Zappix offers cloud-based digital self-service solutions that leverage the speed of Visual IVR and the convenience of Robotic Process Automation (RPA) to provide enhanced customer experiences. Some of the claimed benefits of the solutions for retailers mentioned by the company are reduced calls to agents, lower contact center costs, enhanced customer experience, automation of repetitive processes, targeted revenue growth opportunities, enabling live agents to focus on high-value queries, and shorter average handling times per call, among others.
  • Zappix also claims that its solution can be integrated with any CRM, Order Management System, and other back-end systems to connect customers directly to the retailer. The company also offers Zappix Actionable Analytics which tracks the customer journey and provides reports analyzing consumer behavior and trends. With other retail companies expected to follow suit, the demand for self-service solutions is poised to increase.
  • As per a survey conducted by Flexera Software, in 2022, about 46% of respondents are running significant workloads on Amazon Web Services (AWS), and 45% are already running significant workloads on Azure. Thus, with the surge in the overall utilization of public cloud platform services running applications throughout the globe, the Customer Self-Service Software Market will witness an exponential growth rate during the predicted period.

North America Contributes to Maximum Market Share

  • North America has the largest market share and dominates the customer self-service software market. This is due to the rising social media penetration, significant self-service software vendors, and high cloud-based deployment of self-service solutions. The increasing penetration of web self-service solutions and mobile among consumers is also estimated to encourage the growth of the North American market in the next few years. Additionally, the presence of several leading customer self-service software players is anticipated to supplement the development of the market studied.
  • US-based Big Fish Games uses an automated SmartAssistant that leverages information from the customer's web session (including keywords searched) to offer a 360° personalized service. Using this approach, Big Fish Games has increased customer satisfaction to about 94%, achieved a self-service web rate of 96.4%, and saved USD 870,000. The recent COVID-19 outbreak further expanded the scope and adoption of customer self-service solutions in the retail industry. For instance, in its 22 Canadian stores, Walmart has deployed self-scanning outlets.
  • Walgreen's Drugstore.com offers web self-service on Facebook and Twitter. Customers who search and shop online can chat with an agent to find products, resolve issues, and learn about promotions. With this strategy, the company has raised order sizes by 20% and saved around USD 350,000 through call deflection.
  • Also, 7-Eleven Inc., an American international chain of convenience stores, offers a chatbot on Facebook Messenger to enhance the customer experience. The chatbot converses with the customers, using AI that powers automation, but also lets the users sign up for the 7Rewards customer loyalty program and find a nearby store with available discounts and promotions.
  • Major regional companies have already embraced AI as a part of their digital transformation. For instance, banking service providers, like JP Morgan Chase, Bank of America, and Capital One, have already deployed virtual assistants in the form of chatbots. They have also successfully streamlined their back-end operations, such as workforce management, thereby saving high costs.

Customer Self-Service Software Industry Overview

The customer self-service software market is fragmented due to the rise in self-service, like ATMs, kiosks, and vending machines. The need for software is also increasing, which makes the market attractive for many companies to enter with their product offerings. Moreover, many players are offering solutions catering to the need of the consumers. Some key players in the market studied are Oracle Corporation, Salesforce.Com Inc., SAP SE, Microsoft Corporation, BMC Software Inc., and Verint Systems Inc., among others.

In December 2022, ThoughtSpot, the Modern Analytics Cloud company, and dbt Labs, a pioneer in analytics engineering, declared a formal partnership to bring self-service analytics to the modern data stack. The new alliance builds on the two companies' main work in recent months to create robust integrations that can provide tangible business value to shared customers such as Huel, Loan Market Group, TotallyMoney, Chick-fil-a, Roche, Nasdaq, and GoSharing.

In May 2022, Savant announced a technology partnership with Snowflake, the data cloud company, for self-service Analytics that allows joint customers to extract various key operational insights from Snowflake, without involving their BI and engineering teams. This partnership helps in the advancement of Savant's mission to make insights and data available to business leaders when and where they're needed.

Additional Benefits:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Assumptions and Market Definition
  • 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET INSIGHTS

  • 4.1 Market Overview
  • 4.2 Industry Value Chain Analysis
  • 4.3 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.3.1 Bargaining Power of Suppliers
    • 4.3.2 Bargaining Power of Consumers
    • 4.3.3 Threat of New Entrants
    • 4.3.4 Threat of Substitute Products
    • 4.3.5 Intensity of Competitive Rivalry
  • 4.4 Assessment of the COVID-19 Impact on the Industry

5 MARKET DYNAMICS

  • 5.1 Market Drivers
    • 5.1.1 Increased Penetration of Cloud Services
    • 5.1.2 Growing Demand for Network Security and Privacy
  • 5.2 Market Restraints
    • 5.2.1 Evolving Market Regulations

6 MARKET SEGMENTATION

  • 6.1 By Deployment
    • 6.1.1 Cloud
    • 6.1.2 On-premise
  • 6.2 By Offering
    • 6.2.1 Solution
      • 6.2.1.1 Web-based
      • 6.2.1.2 Mobile-based
    • 6.2.2 Service
  • 6.3 By End-User Industry
    • 6.3.1 BFSI
    • 6.3.2 Healthcare
    • 6.3.3 Retail
    • 6.3.4 Government
    • 6.3.5 IT and Telecommunication
    • 6.3.6 Other End-user Industries
  • 6.4 Geography
    • 6.4.1 North America
    • 6.4.2 Europe
    • 6.4.3 Asia-Pacific
    • 6.4.4 Latin America
    • 6.4.5 Middle East & Africa

7 COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles
    • 7.1.1 Oracle Corporation
    • 7.1.2 Salesforce.Com Inc.
    • 7.1.3 SAP SE
    • 7.1.4 Nuance Communications Inc.
    • 7.1.5 BMC Software Inc.
    • 7.1.6 Microsoft Corporation
    • 7.1.7 Verint Systems Inc.
    • 7.1.8 Zappix Inc
    • 7.1.9 Zendesk Inc
    • 7.1.10 Zoho Corporation Pvt. Ltd

8 INVESTMENT ANALYSIS

9 FUTURE OF THE MARKET