After that, customer self-service software allows customers to manage their own service experience. Customer self-service has inbuilt capabilities and helps customers to resolve uses on their own. It assists customers to feel accomplished and pride when they come into contact with an organization that utilizes customer self-service software. Customer Self-service software on the basis of deployment 1. Cloud Segment
Cloud segment dominates the customer self-service software market in 2019. Companies focus on upgrading their customer engagement operations by installing cloud-based architectures. This can facilitate data sharing across several functions.
Companies are specifically under strain to adapt to the rapid increase in call volumes in the midst of the COVID-19 pandemic. Therefore, installing AI-based virtual agents can help their customers. Cloud-based virtual agents can manage with the same intents as human agents, offer a conversational experience. This provides immediate and on-demand service, and offer automated support. 2. On-Premise segment
The on-premise deployment segment witness significant growth in the customer self-service software industry. On-premise deployment gives several advantages like simple customization of software as per the business processes of the client. The on-premise deployment ensures complete control and ownership to the customer. Customer self-service software based on solution insights 1. Web self-service
The segment of web self-service dominates the industry with a major revenue share. On the basis of solutions, the market has been further divided into social media and community self-service, mobile self-service, web self-service, IVR & ITR, email management, intelligent virtual assistants, and others.
The increasing demand for digital support mechanisms can