Customer Self-Service Software

boring market still growing at $27B

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Customer Self-Service Software

What is it?

Customer self-service software is a tool that companies use to help customers find information or fix problems on their own. Instead of talking to a customer support person, you can use a help deck page, or a chatbot to find the answers you need.

It helps companies provide 24/7 support. Most help desk software is connected to overall support software. It's not common to see a player just doing a customer self-service software.

Who’s the buyer?

Usually, job titles include customer success leadership — at smaller players it may include a founder title.

34% of buyers are in the SMB segment, 40% in the mid-market, and 27% in the enterprise market.

What is the problem?

With customer self-service software, users can access information, troubleshoot problems, and perform tasks on their own, without the need to wait for a live support representative. This saves time and improves customer satisfaction, as customers can get the help they need quickly and conveniently.

How big is the market?

The top 10 players bring about $1.5B in revenue (related to this category). The combined annual revenue of all players in the market is north of $27B. (excluding HubSpot and Zoho)

How fast is it growing?

In the past 3 years, the market's supply side has grown 71% with an average of 20% year-over-year growth.

The reason for not-so-great growth is the bundling of support software - there are no clear winners when it comes to innovation.

Who are the top 10 players?

Added Revenue per Employee (Rev/employee) tab here. Super interesting to see how companies are capital efficient.

How much are people paying?

Companies generally spend about $20-100 per month per support person on support software.

How are they buying?

There is a good mix of both sales-led and product-led motions. Customers can sign up or book a demo — the latter happens for teams larger than 5 support reps.