Consumer & Retail / Customer Service

Online Customer Self-Service

EXECUTION STRENGTHMARKET STRENGTHLEADERHIGHFLIEROUTPERFORMERCHALLENGER

What is Online Customer Self-Service?

Companies in this market aim to help online shoppers find answers to their questions before they reach out to customer service agents. This includes companies that provide guided tutorials and automate user onboarding and adoption.

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Leaders

Leaders are the most established service providers in the market and possess the breadth to address various customer needs.

See why these companies made it as leaders for Online Customer Self-Service. These companies include Pendo and WhatFix.

Pendo logo
Pendo

United States / Founded Year: 2013

Pendo is a product cloud that helps digital product teams and application owners deliver software experiences to users. The Pendo Product Cloud surfaces insights from product usage patterns, user sentiment, and user feedback to help product teams understand how people are using their products. Teams then use these insights to improve the product experience with smarter product decisions, in-app messages, guides, and product walkthroughs.

Known Partners

Qualtrics, Modus Create, Drift, and 1 more

Key People

Todd Olson, Erik Troan, Jennifer Kaelin, and 2 more

WhatFix logo
WhatFix

India / Founded Year: 2013

WhatFix is a SaaS customer engagement startup that helps businesses onboard their customers and provides interactive knowledge flows to enhance product adoption. It allows for the creation of interactive support FAQs, training materials, and tutorials which can be integrated across all touch-points inside applications, blogs, and more.

Known Customers

Automation Anywhere, Oracle

Key People

Khadim Batti, Vispi Daver

Appcues logo
Appcues

United States / Founded Year: 2013

Appcues provides users with the designs and tools to educate customers about products via its user onboarding software. It aims to allow teams to measure and improve product adoption without engineering effort by its clients.

Known Partners

Google

Key People

Jonathan Kim, Jackson Noel, Pete Gamache

Airkit logo
Airkit

United States / Founded Year: 2017

Airkit is a low-code customer experience automation platform that integrates with the organization's business system and allows employees without a coding background to manage customer interactions, including scheduling, payments, and loyalty programs.

Known Customers

Turo

Key People

Stephen Ehikian, Adam Evans, John Koo

Highfliers

Highfliers are the most innovative service providers in the market and possess the resources to address evolving customer needs.

See why these companies made it as highfliers for Online Customer Self-Service. These companies include .

Outperformers

Outperformers are the most specialized service providers in the market and possess the expertise to address unique customer needs.

See why these companies made it as outperformers for Online Customer Self-Service. These companies include Stonly.

Stonly logo
Stonly

France / Founded Year: 2018

Stonly empowers content creators to make interactive, step-by-step guides that can be embedded anywhere help is needed. Businesses that use Stonly provide better customer service in less time by enabling their users to easily find the help they need and resolve issues themselves.

Key People

Alexis Fogel

Challengers

Challengers are the most promising service providers in the market and possess the agility to address emerging customer needs.

See why these companies made it as challengers for Online Customer Self-Service. These companies include Zoomin and NLX.

Zoomin logo
Zoomin

Israel / Founded Year: 2020

Zoomin offers a SaaS that uses machine learning, natural language processing and data to help companies build self-service customer experiences.

Key People

Joe Gelb, Gal Oron, Alon Waks

NLX logo
NLX

United States / Founded Year: 2018

NLX is a self-service automation provider developing automated, personalized customer self-service solutions for managing customer interactions.

Known Partners

AWS

Key People

Andrei Papancea, Doug Bryers, Vlad Papancea

What is Online Customer Self-Service?

Companies in this market aim to help online shoppers find answers to their questions before they reach out to customer service agents. This includes companies that provide guided tutorials and automate user onboarding and adoption.

Selling a product or service?
Reach more buyers.

Your future customers are researching their next tech solution on CB Insights. Make sure they can find you.

Claim your CB Insights Profile