Major players operating in the global customer service applications market include Amdocs Limited, Zendesk Inc., SAP SE, Salesforce.com, Inc., Oracle Corporation, Verint Systems Inc., Microsoft Corporation, Acquia, Jive Software, Netsuite Inc., and Pegasystems Inc. These companies invest considerably in research & development to incorporate new technologies in their solutions and develop new products. Additionally, players engage in strategic partnerships with other players to expand their presence and gain market share in different regions across the globe.
Customer service involves all the processes to ensure efficient customer satisfaction. Most of the customer service takes place while carrying out a transaction, during sale, or while returning an item. Companies provide customer service in different forms including in-person interaction, phone calls, and self-service systems.
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Today’s clients and stakeholders demand accurate, fast, and reliable responses from organizations and they clearly express their displeasure if those expectations are not met. This can be achieved by communicating with customers through live chat to discuss their problem areas by using data analytics and AI to detect possibly low engaged or dissatisfied customers. Emergence of chatbots and low cost cloud based solutions for SMEs are also creating huge revenue opportunities for vendors in the customer service applications market.
The global customer service applications market can be segmented based on component, solution type, end-use industry, and region. In terms of component, the customer service applications market can be classified into software, and services. The services segment can further be bifurcated into professional and managed services. Professional services include consulting, integration & implementation services, and training & support services. On the basis of software type, the global customer service applications market can be classified into on premise, cloud based, and hybrid solutions. Based on solution type, the customer service applications market can be divided into customer care solutions, customer relationship management (CRM) and others.
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On the basis of customer care solutions, the customer service applications market can further be segmented into email and chat support, lead generation, telemarketing, customer helpdesk, and others. On the basis of customer relationship management (CRM), the customer service applications market can further be segmented into social monitoring and social listening, social mapping, social middleware, social management, social measurement, and others.
In terms of end-use industry, the global customer service applications market can be segmented into government; IT and telecom; banking, financial services and insurance (BFSI); oil and energy; healthcare; utilities; education; retail and ecommerce; automotive; transportation and logistics; hospitality; and more. In terms of region, the global customer service applications market can be segmented into North America, Europe, Asia Pacific, Middle East & Africa, and South America.