Scope of the Report
The report titled “Global Live Chat Market: Size, Trends & Forecasts (2017-2021)â€, provides an in-depth analysis of the global live chat market by value and by volume. The report also gives an insight of the global cloud computing market and global SaaS market, etc.
The report also assesses the key opportunities in the market and outlines the factors that are and will be driving the growth of the industry. Growth of the overall global live chat market has also been forecasted for the period 2017-2021, taking into consideration the previous growth patterns, the growth drivers and the current and future trends.
The global live chat market is underpenetrated. The competition in the global live chat market is fragmented with several players thriving the market.
Further, key players of the Live Chat Market LiveChat Software SA, LivePerson, Inc. Zendesk, Inc. and Atlassian are also profiled with their financial information and respective business strategies.
Company Coverage
LiveChat Software SA
LivePerson, Inc.
Zendesk, Inc.
Atlassian
Executive Summary
Customer Relationship Management (CRM) refers to the practices, strategies and technical ‘know-how’ adopted by the companies to manage, analyze, understand customer interactions and data throughout the customer lifecycle, with the aim of improving business relations with customers, increasing customer experiences and satisfaction, customer retention and driving high sales. CRM technology market includes Classic Model and SaaS model. The functioning of CRM includes Company Website, Live Chat, Direct Mail, Telephone, etc.
Live chat is basically a customer relationship management (CRM) product used by businesses to communicate with their customers, who are browsing their websites in real time. Through live chat, customer services can reach potential customers directly, who receive a message in a chat window while they are browsing.
The global live chat market is expected to increase at a significant CAGR during the years 2017-2021. The live chat market is expected to increase due to growth in retail e-commerce industry, increase in tourism industry, growth in the global gambling industry, etc. Yet the market faces some challenges such as, possibility of a price war and risk of cyber-attacks, etc.
1. Executive Summary
2. Introduction
2.1 Customer Relationship Management (CRM): An Overview
2.1.1 CRM Technology Market
2.1.2 Customer Relationship Management (CRM) Functioning
2.1.3 CRM Through Cloud Based or SaaS Model
2.2 Cloud Computing: An Overview
2.2.1 Cloud Computing on the Basis of Service
2.2.2 Software-as-a Service (SaaS) Software
2.3 Live Chat: An Overview
3. Global Market Analysis
3.1 Global Cloud Market: An Analysis
3.1.1 Global Cloud Computing Market by Value
3.1.2 Global Cloud Market Value by Segments
3.1.3 Global Cloud Application Services (SaaS) Market by Value
3.1.3 Global Live Chat Market by Penetration in the SaaS Market
3.2 Global Live Chat Market: An Analysis
3.2.1 Global Live Chat Market by Value
3.2.2 Global Live Chat Market by Addressable Volume
4. Market Dynamics
4.1 Growth Drivers
4.1.1 Increasing Retail E-commerce Sales Worldwide
4.1.2 Rising Global Number of Smartphone Users
4.1.3 Growing Number of Internet Users Worldwide
4.1.4 Soaring Global Online Gambling Market by Value
4.1.5 Increasing International Tourism & Global Passengers Carried Through Air Transport
4.2 Challenges
4.2.1 Risk of Cyber-Attacks or Technical Issues
4.2.2 Price War
4.3 Market Trends
4.3.1 Expanding Global Omni-Channel Retail Addressable Market by Value
4.3.2 Proportionate Use of Various Customer Service Channels
4.3.3 Mergers and Acquisitions
4.3.4 Low Barriers to Entry
4.3.5 Emergence of Mobile Based CRMs
4.3.6 Booming IT and Consulting Firms
5. Competitive Landscape
5.1 Global Live Chat Market Players: A Comparison
5.1.1 Global Live Chat Market Players by Features
5.1.2 Global Live Chat Market Players by Pricing
5.2 Global Live Chat Market Players by Share
6. Company Profile
6.1 LiveChat Software SA
6.1.1 Business Overview
6.1.2 Financial Overview
6.1.3 Business Strategy
6.2 LivePerson, Inc.
6.2.1 Business Overview
6.2.2 Financial Overview
6.2.3 Business Strategy
6.3 Zendesk, Inc.
6.3.1 Business Overview
6.3.2 Financial Overview
6.3.3 Business Strategy
6.4 Atlassian
6.4.1 Business Overview
6.4.2 Financial Overview
6.4.3 Business Strategy
List of Figures
Figure 1: CRM Technology Market
Figure 2: Customer Relationship Management (CRM) Functioning
Figure 3: CRM Through Cloud Based or SaaS Model
Figure 4: Cloud Computing on the Basis of Service
Figure 5: Global Cloud Computing Market by Value; 2016-2021 (US$ Billion)
Figure 6: Global Cloud Market Value by Segments; 2016 & 2020 (Percentage, %)
Figure 7: Global Cloud Application Services (SaaS) Market by Value; 2016-2021 (US$ Billion)
Figure 8: Global Live Chat Market by Penetration in the SaaS Market; 2016 (Percentage, %)
Figure 9: Global Live Chat Market by Value; 2016-2021 (US$ Million)
Figure 10: Global Live Chat Market by Addressable Volume; 2016 (Million)
Figure 11: Retail E-commerce Sales Worldwide; 2015-2020 (US$ Billion)
Figure 12: Global Number of Smartphone Users; 2014-2020 (Billion)
Figure 13: Number of Internet Users Worldwide; 2009-2016 (Billion)
Figure 14: Global Online Gambling Market by Value; 2010-2016 (US$ Billion)
Figure 15: International Tourism; 2011-2015 (Billion Persons)
Figure 16: Global Passengers Carried Through Air Transport; 2010-2016 (Billion)
Figure 17: Global Omni-Channel Retail Addressable Market by Value; 2016-2021 (US$ Billion)
Figure 18: Proportionate Use of Various Customer Service Channels; 2015 (Percentage, %)
Figure 19: Global Live Chat Market Players by Share; 2014 (Percentage, %)
Figure 20: Global Live Chat Market Players by Share; 2017 (Percentage, %)
Figure 21: LiveChat Net Revenue; 2013-2016 (US$ Million)
Figure 22: LivePerson Revenue; 2012-2016 (US$ Million)
Figure 23: LivePerson Revenue by Segment; 2016 (Percentage, %)
Figure 24: Zendesk Revenue; 2012-2016 (US$ Million)
Figure 25: Zendesk Revenue by Region; 2016 (Percentage, %)
Figure 26: Atlassian Revenue; 2013-2017 (US$ Million)
Figure 27: Atlassian Revenue by Operations; 2017 (Percentage, %)
Table 1: Global Live Chat Market Players by Features
Table 2: Global Live Chat Market Players by Pricing (Monthly Price/Agent)
