According to the new market research report "Customer Self-Service Software Market by Solution (Web Self-Service, Mobile Self-Service, Intelligent Virtual Assistants, and Social Media and Community Self-Service), Service, Deployment Type, Vertical, and Region - Global Forecast to 2021", The customer self-service (CSS) software market size is expected 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.
The major drivers of this market include increasing need among the companies to improve their overall customer experience, increasing availability of various customer touchpoints, and beneficial features of self-service technologies such as increase in productivity and reduction in operational costs.
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Social Media & Community Self-Service is expected to be the most promising solution during the forecast period
The social media & community self-service solution is projected to grow at the highest CAGR during the forecast period. 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.
Professional Services is expected to hold major market share during the forecast period
Professional services commands the major share of the customer self-service software services. Professional services comprise services such as planning, designing, and integration, implementation, deployment, consulting, and training and support services necessary for successful implementation and support of customer self-service platform or solution. Since the concept of customer self-service is still gaining traction and is in implementation phase, thus the professional services commands the bulk of the market share.
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North America contributes the maximum market share in the customer self-service software market
North America is expected to hold the largest market share and dominate the customer self-service software market in 2016, due to the increased social media penetration, presence of almost all the major self-service software vendors, and higher cloud-based deployment of self-service solutions. APAC is estimated to grow at the highest rate during the forecast period as the organizations in this region are rapidly adopting mobile self-service solutions to meet the demands of the dynamic customer base. Better economic growth, young population, and cloud-based solutions for SMEs, are other factors responsible for the rapid growth of customer self-service software market in this region.
The major vendors covered in the customer self-service software market for the study are Microsoft Corporation, Nuance Communications, Inc., Oracle Corporation, SAP SE, Salesforce.com, Inc., Aspect Software, Avaya, Inc., BMC Software, Verint Systems, Inc., and Zendesk, Inc.

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