1. Preface
1.1. Objectives of the Study
1.2. Market Segmentation & Coverage
1.3. Years Considered for the Study
1.4. Currency & Pricing
1.5. Language
1.6. Stakeholders
2. Research & Forecasting
2.1. Research Methodology
2.1.1. Research Process
2.1.2. Research Framework
2.1.3. Research Reliability & Validity
2.1.4. Research Assumptions
2.2. Forecasting Methodology
2.3. Research Outcome
2.3.1. 360iResearch Competitive Strategic Window
2.3.1.1. Leverage Zone
2.3.1.2. Vantage Zone
2.3.1.3. Speculative Zone
2.3.1.4. Bottleneck Zone
2.3.2. 360iResearch FPNV Positioning Matrix
2.3.2.1. 360iResearch Quadrants
2.3.2.1.1. Forefront
2.3.2.1.2. Pathfinders
2.3.2.1.3. Niche
2.3.2.1.4. Vital
2.3.2.2. Business Strategy
2.3.2.2.1. Business Growth
2.3.2.2.2. Industry Coverage
2.3.2.2.3. Financial Viability
2.3.2.2.4. Channel Support
2.3.2.3. Product Satisfaction
2.3.2.3.1. Value for Money
2.3.2.3.2. Ease of Use
2.3.2.3.3. Product Features
2.3.2.3.4. Customer Support
3. Executive Summary
3.1. Outlook in the Customer Self-Service Software Market
3.2. Opportunities in the Customer Self-Service Software Market
3.3. Geographical Analysis in the Customer Self-Service Software Market
4. Premium Insight
4.1. Market Connectivity
4.2. Market Dynamics
4.2.1. Drivers
4.2.1.1. Enables companies to increase customer satisfaction and loyalty levels
4.2.1.2. Increasing availability of various customer service touchpoints
4.2.1.3. Need to gain competitive advantage and reduce customer churn out rate at reduced operational cost
4.2.2. Restraints
4.2.2.1. Limited adoption among organizations and unawareness among customers
4.2.3. Opportunities
4.2.3.1. Integration of artificial intelligence, business intelligence, and big data
4.2.3.2. Potential for CSS via social media
4.2.3.3. Rapid adoption across small and medium-sized enterprises
4.2.4. Challenges
4.2.4.1. Complicated UI and technological issues
4.3. Porter's Five Forces Analysis
4.3.1. Threat of New Entrants
4.3.2. Threat of Substitutes
4.3.3. Bargaining Power of Customers
4.3.4. Bargaining Power of Suppliers
4.3.5. Industry Rivalry
4.4. Industry Trends
4.4.1. Ecosystem Analysis
4.4.2. Innovation Spotlight
5. Global Customer Self-Service Software Market, by Type
5.1. Overview
5.2. Market Sizing & Forecasting
5.3. Services
5.3.1. Consulting Services
5.3.2. Integration and Deployment Services
5.3.3. Managed Services
5.3.4. Training and Support Services
5.4. Solutions
5.4.1. E-Mail Management
5.4.2. Intelligent Virtual Assistants
5.4.3. Interactive Voice Response and Interactive Text Response
5.4.4. Mobile Self-Service
5.4.5. Social Media and Community Self-Service
5.4.6. Web Self-Service
6. Global Customer Self-Service Software Market, by Delpoyment
6.1. Overview
6.2. Market Sizing & Forecasting
6.3. On-Cloud
6.4. On-Premises
7. Global Customer Self-Service Software Market, by Vertical
7.1. Overview
7.2. Market Sizing & Forecasting
7.3. Banking, Financial Services, and Insurance
7.4. Education
7.5. Government and Public
7.6. Healthcare and Life Sciences
7.7. IT and Telecommunication
7.8. Manufacturing
7.9. Media and Entertainment
7.10. Retail and E-Commerce
7.11. Transportation and Logistics
7.12. Utilities
8. Global Customer Self-Service Software Market, by Geography
8.1. Americas
8.1.1. Overview
8.1.2. Market Sizing & Forecasting
8.1.3. Argentina
8.1.4. Canada
8.1.5. Mexico
8.1.6. United States
8.2. Asia-Pacific
8.2.1. Overview
8.2.2. Market Sizing & Forecasting
8.2.3. Australia
8.2.4. China
8.2.5. India
8.2.6. Japan
8.3. Europe, Middle East & Africa
8.3.1. Overview
8.3.2. Market Sizing & Forecasting
8.3.3. France
8.3.4. Germany
8.3.5. Italy
8.3.6. Spain
8.3.7. United Kingdom
9. Competitive Landscape
9.1. 360iResearch FPNV Positioning Matrix for Global Customer Self-Service Software Market
9.2. Market Vendor Ranking Analysis for Global Customer Self-Service Software Market
9.3. Competitive News Feed Analysis for Global Customer Self-Service Software Market
10. Company Usability Profiles
10.1. Microsoft Corporation
10.1.1. Overview
10.1.2. Strategy
10.1.3. SWOT
10.2. Nuance Communications, Inc.
10.2.1. Overview
10.2.2. Strategy
10.2.3. SWOT
10.3. Oracle Corporation
10.3.1. Overview
10.3.2. Strategy
10.3.3. SWOT
10.4. SAP SE
10.4.1. Overview
10.4.2. Strategy
10.4.3. SWOT
10.5. Salesforce.Com, Inc.
10.5.1. Overview
10.5.2. Strategy
10.5.3. SWOT
10.6. Answerdash, Inc.
10.7. Aptean Corporation
10.8. Aspect Software, Inc.
10.9. Avaya, Inc.
10.10. BMC Software, Inc.
10.11. Creative Virtual
10.12. Egain Corporation
10.13. Freshdesk, Inc.
10.14. Happyfox, Inc.
10.15. Inbenta Technologies, Inc.
10.16. Nanorep Technologies Ltd.
10.17. Recursive Labs, Inc.
10.18. Unblu, Inc.
10.19. Verint Systems, Inc.
10.20. Zendesk, Inc.
11. Appendix
11.1. Discussion Guide
11.2. Top Reports
11.2.1. Global Digital Voice Recorder Market - Premium Insight, Competitive News Feed Analysis, Company Usability Profiles, Market Sizing & Forecasts to 2025
11.2.2. Global Dental Implants Market - Premium Insight, Competitive News Feed Analysis, Company Usability Profiles, Market Sizing & Forecasts to 2025
11.2.3. Global Mobile Phone Accessories Market - Premium Insight, Competitive News Feed Analysis, Company Usability Profiles, Market Sizing & Forecasts to 2025
11.2.4. Global Lawn & Garden Consumables Market - Premium Insight, Competitive News Feed Analysis, Company Usability Profiles, Market Sizing & Forecasts to 2025
11.3. Author Details