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Vendor Comparison in Customer Self-Service Software 2017: MnM DIVE Matrix

By: marketsandmarkets.com
Publishing Date: March 2017
Report Code: TC 5129

 

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In today’s customer-oriented environment, a continuous, prompt, and proactive customer service is required to satisfy customer expectations and increase the customer loyalty to enhance the future business growth. Customer expectations and customer loyalty increases if the company delivers the right set of services and assistance to their valued customers. Self-service is a convenient way to meet the growing customer expectations. Customer self-service is a combination of customer and service interaction solutions, which are intended to empower customers to provision themselves.

MarketsandMarkets defines “customer self-service software” as a combination of customer and service interaction solutions, which are intended to empower customers to provision themselves. These solutions consist of Interactive Voice Response (IVR) systems, mobile self-service, virtual assistants, and e-support (web-based). These solutions empower end-users to perform tasks or access data on their own, without the help of any customer service agent. End-users can avail the service 24/7/365. Customer self-service is a subsegment of Customer Relationship Management (CRM) and is also used for Employee Relationship Management (ERM).

The growing adoption of smartphones and increasing use of social media helped in filling the gap between customers and companies. The intention of introducing self-service was to make the service more convenient, faster, and to provide high levels of customer satisfaction. Enhancing the customer service through self-service tools empowers companies to increase customer satisfaction and loyalty, thus gaining a competitive advantage and decreasing the churn out rate.

The report on Vendor Comparison in Customer Self-Service Software based on MnM DIVE Methodology analyzes and evaluates the key vendors in the customer self-service software market.

To know about the assumptions considered for the study, download the pdf brochure

Vendor Inclusion Criteria

We have selected 20 vendors for evaluations based on their breadth of product offering and robust business strategy. The focus of our vendor evaluation was on the product they offer in the customer self-service software market. A comprehensive list of all the vendors in this market was created through a product mapping strategy and MarketsandMarkets analysis. Based on their capabilities, innovations, and breadth of product offering, vendors were shortlisted.

Vendors Evaluated

The report covers the comprehensive study of the key vendors offering solutions for customer self-service software. We have evaluated the following 20 vendors: Microsoft Corporation, Nuance Communications, Inc., Oracle Corporation, Sap SE, Salesforce.com, Inc., Aspect Software Inc., Avaya Inc., BMC Software Inc., Verint Systems, Inc., Zendesk, Inc., eGain Corporation, Freshdesk, Inc., Inbenta Technologies Inc., Creative Virtual Ltd., RightAnswers, Inc., [24]7, Inc., Pegasystems, Inc., Jive Software, Inc., Astute Solutions, and Aptean.

The MnM DIVE matrix will look like:

Customer Self-Service Software Vendor Dive

Table of Contents

Introduction
 About the Document
 Market Definition
 Stakeholders

Premium Insights

MnM Dive Overview
 Dive Evaluation Criteria
 Vendor Inclusion Criteria
 Vendors Evaluated

MnM Voice: CSS Software
 CSS Software: Self-Service is A Convenient Way to Meet the Growing Customer Expectations and Delivering an Enhanced Customer Experience
 CSS Solution: Best Practices

CSS Software: Vendor Comparison
 MnM Dive Vendor Comparison Scorecard
 MnM View

Vendor Profiles
 Microsoft Corporation
 Nuance Communications, Inc.
 Oracle Corporation
 SAP SE
 Salesforce.Com, Inc.
 Aspect Software, Inc.
 Avaya, Inc.
 BMC Software, Inc.
 Verint Systems, Inc.
 Zendesk, Inc.
 Egain Corporation
 Freshdesk, Inc.
 Inbenta Technologies, Inc.
 Creative Virtual
 Rightanswers, Inc.
 [24]7, Inc.
 Pegasystems, Inc.
 Jive Software, Inc.
 Astute Solutions
 Aptean

Appendix
 MnM Dive: Vendor Comparison Methodology
 Matrix Description
 List of Abbreviations
 Related Research
 References
 Author Details

Customer self-service software is a combination of customer and service interaction solutions, which are intended to empower customers to provision themselves. Customer self-service solutions consist of Interactive Voice Response (IVR) systems, mobile self-service, virtual assistants, and e-support (web-based). These solutions empower end-users to perform tasks or access data on their own, without the help of any customer service agent. End-users can avail the service 24/7/365. Customer self-service is a subsegment of Customer Relationship Management (CRM) and is also used for Employee Relationship Management (ERM).

Enhancing the customer service through self-service tools empower the companies to increase customer satisfaction and loyalty, thus gaining a competitive advantage and decreasing the churn out rate. Furthermore, the innovative approach of sales and marketing has helped the companies to increase their customer touch points such as promotional events, websites, questionnaires, and mail delivery. These factors can also be considered as driving factors for the overall growth of customer self-service software market as the companies can effectively use these touch points to deploy the customer self-service tools and technologies for enhancing the overall customer experience.

The report on vendor comparison in customer self-service software based on MarketsandMarkets DIVE methodology reviews major players who offer customer self-service solutions and outlines the findings and analysis on the basis of two broad categories: product offerings and business strategies. Each category carries various criteria, based on which the vendors are evaluated. The criteria are given below:

Customer Self-Service Software Vendor Dive

Based on the extensive secondary and primary research, key information about the vendor’s product offering and business strategies was gathered. After the completion of data gathering and verification process, the scores and weightage for shortlisted vendors against each parameter were finalized. After evaluating all the vendors, a comparison scorecard was prepared, and each vendor was placed in the MnM DIVE matrix based on their product offering and business strategy scores.

This report is instrumental in helping the stakeholders such as customer self-service software vendors, system integrators, consultants, value-added resellers, and technology partners, to make business decisions on customer self-service solution deployments.

The report covers the comprehensive study of key customer self-service software vendors, including Microsoft Corporation, Nuance Communications, Inc., Oracle Corporation, Sap SE, Salesforce.com, Inc., Aspect Software Inc., Avaya Inc., BMC Software Inc., Verint Systems, Inc., Zendesk, Inc., eGain Corporation, Freshdesk, Inc., Inbenta Technologies Inc., Creative Virtual Ltd., RightAnswers, Inc., [24]7, Inc., Pegasystems, Inc., Jive Software, Inc., Astute Solutions, and Aptean.

To speak to our analyst for a discussion on the above findings, click Speak to Analyst

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