Customer Self-Service: Offering superior customer experience
Definition of Customer Self-Service Software
Customer self-service software offers electronic support to customers. This helps customers to access information and gets online solutions without having to interact with a service or customer representative. Several organizations use the customer self-service software to give support on a 24*7 basis to their customers, visitors, and employees to access information.
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 permit consumers and employees to self-help themselves by giving pertinent inputs and carry out routines tasks over the internet. This factor drives the demand for web self-service solutions in the next few years. Moreover, web self-service solutions make sure a smooth service experience for customers across several information channels.2. Social media and community self-service
The segment of social media and community self-service expects to witness significant growth in the coming years. The increasing penetration of smartphones drives the growth of social media and the community self-service segment.
Moreover, the constant rollout of high-speed internet networks will also boost segment demand. Companies across the world are going through a transformation. Due to this, they widen the scope of their client service interactions to include digital channels like chat, virtual assistants, and social media. The COVID-19 restrictions and remote working setup were imposed to contain the spread of the Corona Virus. This also boosts the deployment of social media and community self-service solutions. Social media and community self-service solutions allow both customers and employees of a company to communicate through social media channels. Honda Financial Customer Service