About Live Chat
Live chat is a real-time communication between two users via computer. It is appropriate for low to moderately complex product support and is used by many organizations. It can also be a means of surveying customers without being intrusive. It is a part of multichannel customer service initiative. Live chat software allows website providers to interact directly with visitors on their websites or applications, through some combination of chat/instant messaging and survey forms. It is based on the client-server model, where a client can start a session after logging into a user account.
Technavio’s analysts forecast the global live chat software market to grow at a CAGR of 7.98% during the period 2016-2020.
Covered in this report
The report covers the present scenario and the growth prospects of the global live chat software market 2016-2020. To calculate the market size, the report considers the revenue generated from the sales of live chat software.
The market is divided into the following segments based on geography:
• Americas
• APAC
• EMEA
Technavio's report, Global Live Chat Software Market 2016-2020, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years. The report also includes a discussion of the key vendors operating in this market.
Key vendors
• LivePerson
• Zendesk
• LogMeIn
• LiveChat
• SnapEngage
Other prominent vendors
• Comm100
• Freshdesk
• Intercom
• JivoSite
• Kayako
• LiveZilla
• Olark
• Provide Support
• PureChat
• UserLike
• Velaro
• Woopra
Market driver
• Increased need to improve CRM
• For a full, detailed list, view our report
Market challenge
• Requirement of compliances
• For a full, detailed list, view our report
Market trend
• Live chat software integration with social media
• For a full, detailed list, view our report
Key questions answered in this report
• What will the market size be in 2020 and what will the growth rate be?
• What are the key market trends?
• What is driving this market?
• What are the challenges to market growth?
• Who are the key vendors in this market space?
• What are the market opportunities and threats faced by the key vendors?
• What are the strengths and weaknesses of the key vendors?
You can request one free hour of our analyst’s time when you purchase this market report. Details are provided within the report.
PART 01: Executive summary
• Highlights
PART 02: Scope of the report
• Market overview
• End-user segmentation
• Geographical information
• Vendor selection
• Summation errors
• Currency exchange rates
PART 03: Market research methodology
• Research methodology
• Economic indicators
PART 04: Introduction
• Key market highlights
• Evolution of live chat software
PART 05: Benefits of live chat software
• Improved customer satisfaction
• Increased sales
• Enhanced customer engagement
• Reduced expenses
• Improved business intelligence
PART 06: Market landscape
• Market overview
• Market size and forecast
PART 07: Market segmentation by end-user
• Global live chat software market by end-user
• Retail and e-commerce
• Travel and hospitality
• IT and consulting
• Telecommunication
• Pharmaceutical
PART 08: Geographical segmentation
• Global live chat software market by geography
• Americas
• EMEA
• APAC
PART 09: Market drivers
• Increased need to improve CRM
• Increase in adoption of live chat software in healthcare insurance industry
• Advantages of live chat over other customer support options
PART 10: Impact of drivers
PART 11: Market challenges
• Requirement of compliances
• Increasing demand for web self-service
• Lack of standardization
PART 12: Impact of drivers and challenges
PART 13: Market trends
• Live chat software integration with social media
• Increase in mobility
• Growing popularity of live chat
PART 14: Impact of trends
PART 15: Five forces model
PART 16: Vendor landscape
• Competitive scenario
• Top-vendor offerings
• Vendor matrix
PART 17: Key vendor analysis
• Competitive analysis
• Vendor profiles
PART 18: Prominent vendors
PART 19: Assumptions
• Market assumptions
PART 20: Appendix
• List of abbreviations
PART 21: Explore Technavio
List of Exhibits
Exhibit 01: Major countries covered in market analysis
Exhibit 02: Currency exchange rates 2013-2015
Exhibit 03: Customer satisfaction levels for customer service communication
Exhibit 04: Global live chat software market 2015-2020 ($ millions)
Exhibit 05: Global live chat software market by end-user 2015 (% share)
Exhibit 06: Global live chat software market by geography 2015 and 2020 (%)
Exhibit 07: Global live chat software by geography 2015-2020 ($ millions)
Exhibit 08: Live chat software market in Americas 2015-2020 ($ millions)
Exhibit 09: Live chat software market in EMEA 2015-2020 ($ millions)
Exhibit 10: Live chat software market in APAC 2015-2020 ($ millions)
Exhibit 11: Internet users in APAC countries
Exhibit 12: Number and growth rate of healthcare insurers in US 2008-2014
Exhibit 13: Impact of drivers
Exhibit 14: Impact of drivers and challenges
Exhibit 15: Usage of live chat by age
Exhibit 16: Impact of trends
Exhibit 17: Five force analysis
Exhibit 18: Products offerings
Exhibit 19: Vendor matrix by features
Exhibit 20: Vendor matrix by deployment model
Exhibit 21: Vendor matrix by support
Exhibit 22: Vendor matrix by pricing
Exhibit 23: Vendor analysis
Exhibit 24: Prominent vendors
Exhibit 25: Market assumptions
