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市場規模 の 顧客セルフサービス ソフトウェア 産業
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調査期間
2019 - 2029
推定の基準年
2023
CAGR
20.94 %
最も急速に成長している市場
アジア太平洋地域
最大市場
北米
市場集中度
低い
主要プレーヤー
*免責事項:主要選手の並び順不同
顧客セルフサービス・ソフトウェア市場分析
顧客セルフサービス・ソフトウェア市場は、予測期間中に20.94%のCAGRを記録する見込みである。顧客基盤を拡大し、24/7の支援を提供するために、カスタマー・セルフサービス・ソフトウェアを導入する企業が増えている。カスタマー・セルフサービス・ソフトウェア・ソリューションにより、企業は刻々と変化する顧客のニーズに効率的に対応し、顧客の幸福度を高め、顧客維持を支援することができる。カスタマー・セルフサービス・ソフトウェアは、従業員との関係や顧客とのつながりを管理する上で組織を支援することができる。その結果、企業は従業員と顧客とのやり取りを管理するためのソフトウェアを別々に購入することに伴う支出を節約することができる。これらは、当面の市場拡大を促進すると予想されるいくつかの重要な要素である
信頼性の高い専用セルフサービス・ポータルが企業全体のブランド・イメージを高めるという利点を理解する企業が増えている。セルフサービス・ポータルは、顧客に情報への即時アクセスを提供し、パーソナライズを可能にし、貴重な時間と組織のリソースを節約する。SuperOfficeによると、今や顧客の70%が企業のウェブサイトにセルフサービスアプリケーションが含まれていることを期待している。カスタマイズされた知識ベースのセルフサービスポータルは、ウェブサイトのトラフィックを増やす上で重要な役割を果たしている。Salesforceによると、ミレニアル世代の39%が質問があるときに企業のFAQをチェックしており、答えを見つけることに強い嗜好を示している。 カスタマー・セルフサービス・ソフトウェアの重要な特徴として、人の手を介さずにユーザーに情報を提供し、エンドユーザーが慣れ親しんだタスクを完了するのを支援し、支援を求めるエンドユーザーに継続的なサポートを提供することが挙げられる。企業のヘルプデスクの多くは、人手不足、あるいは質問に即座に答える知識不足のために、要求される期待に応えることができない。そのため企業は、ナレッジベースや自動タスク管理プラットフォームを通じて、ユーザーが自ら解決策を見つけられるようなセルフサービスを採用している。 デジタル・アシスタントの採用は、市場に現れた重要なトレンドの一つである。小売業界やBFSI業界では、チャットボットが主要なセルフサービス機能となっている。企業はデジタル・バーチャル・アシスタントを活用して顧客体験を向上させている。より多くの企業が、重要な競争上の優位性を活用し、顧客体験を改善するために、AIやML対応のチャットボットやバーチャルアシスタントを導入している。さらに、チャットボット技術は大きな関心を集めており、顧客関係管理(CRM)に多額の投資を行っている企業もある。 しかし、顧客の潜在的な認識不足や従業員がセルフサービス・ソフトウェアの導入に消極的であることが、市場の成長をやや抑制すると予測されている。 COVID-19パンデミックに関連した景気後退により、企業は新製品やサービスへの投資よりも事業の安定を優先するようになり、購買基準の戦略的転換が進んだ。ほとんどの企業は、セルフサービス・ソリューションに投資する前に、サードパーティーのサービス・プロバイダーのサーバーや情報システムに潜在的なセキュリティ・ホールがあれば、顧客のプライバシーが危険にさらされる可能性があるため、二の足を踏んでいた。しかし、COVID-19後の市場シナリオでは、顧客セルフサービス・ソフトウェアに関連する利点のおかげで、ソフトウェアの需要は予測期間を通じて増加する。
顧客セルフサービスソフトウェア市場規模・シェア分析-成長動向と予測(2024年~2029年)
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