The 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.

A continuous, prompt, and proactive customer service is required to satisfy customer expectations and increase the customer loyalty to enhance the future business growth. The CSS software empower end-users to perform task or access data on their own, without the help of customer service agent.

Social media and community self-service is expected to be the fastest-growing solution in this market, as companies are rapidly switching to the social media by forming peer-to-peer support communities and discussion forums for reducing their customer support costs.

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Among CSS services, managed services segment is expected to grow at the highest CAGR. SMEs are increasingly getting inclined towards the deployment of third-party CSS software vendors or outsourcing services to support their business requirements to focus on their core business functions. Thus leads to higher demand for managed services.

The cloud-based deployment segment is the fastest-growing deployment type in this market, as this deployment has been well accepted in the industry because of its easy and quick software deployment, which provides the highest level of data security and dependability.

The healthcare and life science sector is the fastest-growing industry vertical in this market, as the institutions are increasingly deploying self-service apps through which the patients can perform routine healthcare-related tasks such as scheduling appointments, filling out or updating forms, and bill payments.

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Asia-Pacific (APAC) is estimated to grow at the highest rate during the forecast period as organizations in this region are looking to adapt CSS solutions to meet the demand of dynamic customer base as well as SMEs are also acknowledging the importance of CSS solutions and are receptive towards considering dedicated self-care application.

The major growth factors that would further drive the adoption of the CSS market include increasing availability of various customer service touch points, increasing need among the companies to enhance their overall customer experience & decrease the customer churn out rate, and increasing productivity & reduction of operational cost.

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