Live chat is a real-time communication software, which is increasingly used by website providers to interact directly with visitors on their websites through the combination of survey forms, instant messaging, or chat. It enables real-time communication between two users through a connected device, which is appropriate for low to moderately complex product support. Live chat software is based on client server model, which allows client to start session after logging into user account. It helps organizations to serve customers without being intrusive. Research Beam Model: Research Beam Product ID: 2125515 5370 USD New
Live Chat Software Market by Product Type (Informational Live Chat Systems, Sales Live Chat Systems, and Customer Service Live Chat Systems) and by End User (Telecommunication and IT, Retail, BFSI, Travel & Hospitality, Manufacturing, Healthcare, and Others): Global Opportunity Analysis and Industry Forecast, 2017-2023

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Live Chat Software Market by Product Type (Informational Live Chat Systems, Sales Live Chat Systems, and Customer Service Live Chat Systems) and by End User (Telecommunication and IT, Retail, BFSI, Travel & Hospitality, Manufacturing, Healthcare, and Others): Global Opportunity Analysis and Industry Forecast, 2017-2023

 
  • Category : ICT & Media
  • Published On : September  2017
  • Pages : 120
 
 

Live chat is a real-time communication software, which is increasingly used by website providers to interact directly with visitors on their websites through the combination of survey forms, instant messaging, or chat. It enables real-time communication between two users through a connected device, which is appropriate for low to moderately complex product support. Live chat software is based on client server model, which allows client to start session after logging into user account. It helps organizations to serve customers without being intrusive.

Increase in popularity of live chat, rise in need to improve customer relationship management (CRM), and number of advantages of live chat software over conventional customer support are the key factors that are anticipated to boost the growth of the market. However, lack of standardization and continuous increase in demand for web self-services restrain the market. Integration of social media and live chat software is expected to provide lucrative opportunities for this market. In addition, increase in awareness about benefits of the live chat software, which includes increased sales, enhanced customer engagement, reduced expenses, and others is expected to create growth opportunities for this market.

The global live chat software market is segmented on the basis of product type, end user, and geography. Product type segment covered in this study includes informational live chat systems, sales live chat systems, and customer service live chat systems. Based on end user, the market is categorized into telecommunication and IT, retail, BFSI, travel & hospitality, manufacturing, healthcare, and others (entertainment, media, education, government, and real estate). By geography, the market is analyzed across North America, Europe, Asia-Pacific, and LAMEA.

Some of the dominant players of the global live chat software market include LogMeIn, Inc., LivePerson, Inc., Zendesk, SnapEngage, Livechat, Inc., Olark, Kayako, Inc., Freshdesk, Inc., Woopra, Inc., and Provide Support LLC.

KEY BENEFITS FOR STAKEHOLDERS

  • The study provides an in-depth analysis of the global live chat software market and current & future trends to elucidate the imminent investment pockets.
  • Information about key drivers, restraints, and opportunities is provided.
  • Porter’s Five Forces analysis illustrates the potency of buyers and suppliers operating in the industry.
  • The quantitative analysis of the global market from 2017 to 2023 is provided to determine the live chat software market potential.

KEY MARKET SEGMENTS

BY PRODUCT TYPE

  • Informational Live Chat Systems
  • Sales Live Chat Systems
  • Customer Service Live Chat Systems

BY END USER

  • Telecommunication and IT
  • Retail
  • BFSI
  • Travel and hospitality
  • Manufacturing
  • Healthcare  
  • Others (Entertainment, Media, Education, Government, Real Estate)

BY REGION

  • North America
    • U.S.
    • Canada
    • Mexico
  • Europe
    • UK
    • Germany
    • France
    • Rest of Europe
  • Asia-Pacific
    • China
    • Japan
    • India
    • Rest of Asia-Pacific
  • LAMEA
    • Latin America
    • Middle East
    • Africa

KEY MARKET PLAYERS

  • LogMeIn, Inc.
  • LivePerson, Inc.,
  • Zendesk
  • SnapEngage
  • Livechat, Inc.
  • Olark
  • Kayako, Inc.
  • Freshdesk, Inc.
  • Woopra, Inc.
  • Provide Support LLC

CHAPTER 1 INTRODUCTION

1.1. REPORT DESCRIPTION
1.2. KEY BENEFITS
1.3. KEY MARKET SEGMENTS
1.4. RESEARCH METHODOLOGY

1.4.1. Primary research
1.4.2. Secondary research
1.4.3. Analyst Type and models

CHAPTER 2 EXECUTIVE SUMMARY

2.1. CXO PERSPECTIVE

CHAPTER 3 MARKET OVERVIEW

3.1. MARKET DEFINITION AND SCOPE
3.2. KEY FINDINGS

3.2.1. Top impacting factors
3.2.2. Top investment pockets
3.2.3. Top winning strategies

3.3. PORTERS FIVE FORCES ANALYSIS

3.3.1. High bargaining power of suppliers
3.3.2. Moderate threat of new entrants
3.3.3. Moderate threat of substitutes
3.3.4. High competitive rivalry
3.3.5. Moderate bargaining power among buyers
3.3.6. Market player positioning, 2016

3.4. MARKET DYNAMICS

3.4.1. Drivers

3.4.1.1. Increasing popularity of live chat software among end users
3.4.1.2. Increasing need to improve customer relationship management (CRM)
3.4.1.3. Advantages of live chat softwares over conventional customer support

3.4.2. Restraints

3.4.2.1. Lack of standardization
3.4.2.2. Increase in demand for web or mobile self-services

3.4.3. Opportunities

3.4.3.1. Integration of social media and live chat software
3.4.3.2. Increasing awareness about benefits of the live chat software

CHAPTER 4 LIVE CHAT SOFTWARE MARKET, BY PRODUCT TYPE

4.1. OVERVIEW
4.2. INFORMATIONAL LIVE CHAT SYSTEMS

4.2.1. Key market trends
4.2.2. Key growth factors and opportunities
4.2.3. Market size and forecast

4.3. SALES LIVE CHAT SYSTEM

4.3.1. Key market trends
4.3.2. Key growth factors and opportunities
4.3.3. Market size and forecast

4.4. CUSTOMER SERVICE LIVE CHAT SYSTEM

4.4.1. Key market trends
4.4.2. Key growth factors and opportunities
4.4.3. Market size and forecast

CHAPTER 5 LIVE CHAT SOFTWARE MARKET, BY END USER

5.1. OVERVIEW
5.2. TELECOMMUNICATION & IT

5.2.1. Key market trends
5.2.2. Key growth factors and opportunities
5.2.3. Market size and forecast

5.3. RETAIL

5.3.1. Key market trends
5.3.2. Key growth factors and opportunities
5.3.3. Market size and forecast

5.4. BFSI

5.4.1. Key market trends
5.4.2. Key growth factors and opportunities
5.4.3. Market size and forecast

5.5. TRAVEL & HOSPITALITY

5.5.1. Key market trends
5.5.2. Key growth factors and opportunities
5.5.3. Market size and forecast

5.6. MANUFACTURING

5.6.1. Key market trends
5.6.2. Key growth factors and opportunities
5.6.3. Market size and forecast

5.7. HEALTHCARE

5.7.1. Key market trends
5.7.2. Key growth factors and opportunities
5.7.3. Market size and forecast

5.8. OTHERS

5.8.1. Key market trends
5.8.2. Key growth factors and opportunities
5.8.3. Market size and forecast

CHAPTER 6 LIVE CHAT SOFTWARE MARKET, BY REGION

6.1. OVERVIEW
6.2. NORTH AMERICA

6.2.1. Key market trends
6.2.2. Key growth factors and opportunities
6.2.3. Market size and forecast

6.2.3.1. U.S.

6.2.3.1.1. Market size and forecast

6.2.3.2. Canada

6.2.3.2.1. Market size and forecast

6.2.3.3. Mexico

6.2.3.3.1. Market size and forecast

6.3. EUROPE

6.3.1. Key market trends
6.3.2. Key growth factors and opportunities
6.3.3. Market size and forecast

6.3.3.1. UK

6.3.3.1.1. Market size and forecast

6.3.3.2. Germany

6.3.3.2.1. Market size and forecast

6.3.3.3. France

6.3.3.3.1. Market size and forecast

6.3.3.4. Rest of Europe

6.3.3.4.1. Market size and forecast

6.4. ASIA-PACIFIC

6.4.1. Key market trends
6.4.2. Key growth factors and opportunities
6.4.3. Market size and forecast

6.4.3.1. China

6.4.3.1.1. Market size and forecast

6.4.3.2. India

6.4.3.2.1. Market size and forecast

6.4.3.3. Japan

6.4.3.3.1. Market size and forecast

6.4.3.4. Rest of Asia Pacific

6.4.3.4.1. Market size and forecast

6.5. LAMEA

6.5.1. Key market trends
6.5.2. Key growth factors and opportunities
6.5.3. Market size and forecast

6.5.3.1. Latin America

6.5.3.1.1. Market size and forecast

6.5.3.2. Middle East

6.5.3.2.1. Market size and forecast

6.5.3.3. Africa

6.5.3.3.1. Market size and forecast

CHAPTER 7 COMPANY PROFILES

7.1. FRESHDESK, INC.

7.1.1. Company overview
7.1.2. Company snapshot
7.1.3. Operating business segments
7.1.4. Product portfolio
7.1.5. Business performance
7.1.6. Key strategic moves & developments, 2014-2016

7.2. KAYAKO, INC.

7.2.1. Company overview
7.2.2. Company snapshot
7.2.3. Operating business segments
7.2.4. Product portfolio
7.2.5. Business performance
7.2.6. Key strategic moves & developments, 2014-2016

7.3. LIVECHAT, INC.

7.3.1. Company overview
7.3.2. Company snapshot
7.3.3. Operating business segments
7.3.4. Product portfolio
7.3.5. Business performance
7.3.6. Key strategic moves & developments, 2014-2016

7.4. LIVEPERSON, INC.

7.4.1. Company overview
7.4.2. Company snapshot
7.4.3. Operating business segments
7.4.4. Product portfolio

7.5. LOGMEIN, INC.

7.5.1. Company overview
7.5.2. Company snapshot
7.5.3. Operating business segments
7.5.4. Product portfolio
7.5.5. Business performance
7.5.6. Key strategic moves & developments, 2014-2016

7.6. OLARK

7.6.1. Company overview
7.6.2. Company snapshot
7.6.3. Operating business segments
7.6.4. Product portfolio
7.6.5. Key strategic moves & developments, 2014-2016

7.7. PROVIDE SUPPORT LLC.

7.7.1. Company overview
7.7.2. Company snapshot
7.7.3. Operating business segments
7.7.4. Product portfolio
7.7.5. Business performance
7.7.6. Key strategic moves & developments, 2014-2016

7.8. SNAPENGAGE

7.8.1. Company overview
7.8.2. Company snapshot
7.8.3. Operating business segments
7.8.4. Product portfolio
7.8.5. Business performance
7.8.6. Key strategic moves and developments

7.9. WOOPRA, INC.

7.9.1. Company overview
7.9.2. Company snapshot
7.9.3. Operating business segments
7.9.4. Product portfolio
7.9.5. Business performance
7.9.6. Key strategic moves & developments, 2014-2016

7.10. ZENDESK

7.10.1. Company overview
7.10.2. Company snapshot
7.10.3. Operating business segments
7.10.4. Product portfolio
7.10.5. Business performance
7.10.6. Key strategic moves & developments, 2014-2016

LIST OF TABLES

TABLE 1 GLOBAL LIVE CHAT SOFTWARE MARKET, BY PRODUCT TYPE, 2017-2023 ($MILLION)
TABLE 2 LIVE CHAT SOFTWARE MARKET FOR INFORMATION LIVE CHAT SYSTEMS, BY REGION, 2017-2023 ($MILLION)
TABLE 3 LIVE CHAT SOFTWARE MARKET FOR SALES LIVE CHAT SYSTEM SEGMENT, BY REGION, 2014-2022 ($MILLION)
TABLE 4 LIVE CHAT SOFTWARE MARKET FOR CUSTOMER SERVICE LIVE CHAT SYSTEM SEGMENT, BY REGION, 2014-2022 ($MILLION)
TABLE 5 GLOBAL LIVE CHAT SOFTWARE MARKET, BY END USER, 2017-2023 ($MILLION)
TABLE 6 LIVE CHAT SOFTWARE MARKET FOR TELECOMMUNICATION & IT SEGMENT, BY REGION, 2017-2023 ($MILLION)
TABLE 7 LIVE CHAT SOFTWARE MARKET FOR RETAIL SEGMENT, BY REGION, 2017-2023 ($MILLION)
TABLE 8 LIVE CHAT SOFTWARE MARKET FOR BFSI SEGMENT, BY REGION, 2017-2023 ($MILLION)
TABLE 9 LIVE CHAT SOFTWARE MARKET FOR TRAVEL & HOSPITALITY SEGMENT, BY REGION, 2017-2023 ($MILLION)
TABLE 10 LIVE CHAT SOFTWARE MARKET FOR MANUFACTURING SEGMENT, BY REGION, 2017-2023 ($MILLION)
TABLE 11 LIVE CHAT SOFTWARE MARKET FOR HEALTHCARE SEGMENT, BY REGION, 2017-2023 ($MILLION)
TABLE 12 LIVE CHAT SOFTWARE MARKET FOR OTHERS SEGMENT, BY REGION, 2017-2023 ($MILLION)
TABLE 13 LIVE CHAT SOFTWARE MARKET, BY REGION, 2017-2023 ($MILLION)
TABLE 14 NORTH AMERICA LIVE CHAT SOFTWARE MARKET, BY COUNTRY, 2017-2023 ($MILLION)
TABLE 15 EUROPE LIVE CHAT SOFTWARE MARKET, BY COUNTRY, 2017-2023 ($MILLION)
TABLE 16 ASIA-PACIFIC LIVE CHAT SOFTWARE MARKET, BY COUNTRY, 2017-2023 ($MILLION)
TABLE 17 LAMEA LIVE CHAT SOFTWARE MARKET, BY COUNTRY, 2017-2023 ($MILLION)
TABLE 18 FRESHDESK, INC.: COMPANY SNAPSHOT
TABLE 19 FRESHDESK, INC.: OPERATING SEGMENTS
TABLE 20 FRESHDESK, INC.: PRODUCT PORTFOLIO
TABLE 21 KAYAKO, INC.: COMPANY SNAPSHOT
TABLE 22 KAYAKO, INC.: OPERATING SEGMENTS
TABLE 23 KAYAKO, INC.: PRODUCT PORTFOLIO
TABLE 24 LIVECHAT, INC.: COMPANY SNAPSHOT
TABLE 25 LIVECHAT, INC.: OPERATING SEGMENTS
TABLE 26 LIVECHAT, INC.: PRODUCT PORTFOLIO
TABLE 27 LIVEPERSON, INC.: COMPANY SNAPSHOT
TABLE 28 LIVEPERSON, INC.: OPERATING SEGMENTS
TABLE 29 LIVEPERSON, INC.: PRODUCT PORTFOLIO
TABLE 30 LOGMEIN, INC.: COMPANY SNAPSHOT
TABLE 31 LOGMEIN, INC.: OPERATING SEGMENTS
TABLE 32 LOGMEIN, INC.: PRODUCT PORTFOLIO
TABLE 33 OLARK: COMPANY SNAPSHOT
TABLE 34 OLARK: OPERATING SEGMENTS
TABLE 35 OLARK: PRODUCT PORTFOLIO
TABLE 36 PROVIDE SUPPORT LLC.: COMPANY SNAPSHOT
TABLE 37 PROVIDE SUPPORT LLC.: OPERATING SEGMENTS
TABLE 38 PROVIDE SUPPORT LLC.: PRODUCT PORTFOLIO
TABLE 39 SNAPENGAGE: COMPANY SNAPSHOT
TABLE 40 SNAPENGAGE: OPERATING SEGMENTS
TABLE 41 SNAPENGAGE: PRODUCT PORTFOLIO
TABLE 42 WOOPRA, INC.: COMPANY SNAPSHOT
TABLE 43 WOOPRA, INC.: OPERATING SEGMENTS
TABLE 44 WOOPRA, INC.: PRODUCT PORTFOLIO
TABLE 45 ZENDESK: COMPANY SNAPSHOT
TABLE 46 ZENDESK: OPERATING SEGMENTS
TABLE 47 ZENDESK: PRODUCT PORTFOLIO

LIST OF FIGURES

FIGURE 1. LIVE CHAT SOFTWARE MARKET SEGMENTATION
FIGURE 2. TOP IMPACTING FACTORS
FIGURE 3. KEY INVESTMENT POCKETS
FIGURE 4. TOP WINNING STRATEGIES
FIGURE 5. MARKET PLAYER POSITIONING
FIGURE 6. GLOBAL LIVE CHAT SOFTWARE MARKET, BY PRODUCT TYPE, 2017-2023 ($MILLION)
FIGURE 7. GLOBAL LIVE CHAT SOFTWARE MARKET, BY INFORMATION LIVE CHAT SYSTEMS, 2017-2023 ($MILLION)
FIGURE 8. GLOBAL LIVE CHAT SOFTWARE MARKET, BY SALES LIVE CHAT SYSTEM, 2017-2023 ($MILLION)
FIGURE 9. GLOBAL LIVE CHAT SOFTWARE MARKET, BY CUSTOMER SERVICE LIVE CHAT SYSTEM, 2017-2023 ($MILLION)
FIGURE 10. GLOBAL LIVE CHAT SOFTWARE MARKET, BY END USER
FIGURE 11. GLOBAL LIVE CHAT SOFTWARE MARKET, BY TELECOMMUNICATION & IT, 2017-2023 ($MILLION)
FIGURE 12. GLOBAL LIVE CHAT SOFTWARE MARKET, BY RETAIL, 2017-2023 ($MILLION)
FIGURE 13. GLOBAL LIVE CHAT SOFTWARE MARKET, BY BFSI, 2017-2023 ($MILLION)
FIGURE 14. GLOBAL LIVE CHAT SOFTWARE MARKET, BY TRAVEL & HOSPITALITY, 2017-2023 ($MILLION)
FIGURE 15. GLOBAL LIVE CHAT SOFTWARE MARKET, BY MANUFACTURING, 2017-2023 ($MILLION)
FIGURE 16. GLOBAL LIVE CHAT SOFTWARE MARKET, BY HEALTHCARE, 2017-2023 ($MILLION)
FIGURE 17. GLOBAL LIVE CHAT SOFTWARE MARKET, BY OTHERS, 2017-2023 ($MILLION)
FIGURE 18. LIVE CHAT SOFTWARE MARKET, BY REGION, 2015(%)
FIGURE 19. NORTH AMERICA LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 20. U.S. LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 21. CANADA LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 22. MEXICO LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 23. EUROPE LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 24. UK LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 25. GERMANY LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 26. FRANCE AVIATION ANALYTICS MARKET, 2017-2023 ($MILLION)
FIGURE 27. REST OF EUROPE LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 28. ASIA PACIFIC AVIATION ANALYTICS MARKET, 2017-2023 ($MILLION)
FIGURE 29. CHINA LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 30. INDIA LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 31. JAPAN LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 32. REST OF ASIA-PACIFIC LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 33. LAMEA LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 34. LATIN AMERICA LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 35. MIDDLE EAST LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 36. AFRICA LIVE CHAT SOFTWARE MARKET, 2017-2023 ($MILLION)
FIGURE 37. FRESHDESK, INC.: REVENUE, 2014-2016 ($MILLION)
FIGURE 38. FRESHDESK, INC.: REVENUE SHARE BY SEGMENT, 2016 (%)
FIGURE 39. FRESHDESK, INC.: REVENUE SHARE BY GEOGRAPHY, 2016 (%)
FIGURE 40. FRESHDESK, INC.: STRATEGY SHARE, 2014-2017 (%)
FIGURE 41. KAYAKO, INC.: REVENUE, 2014-2016 ($MILLION)
FIGURE 42. KAYAKO, INC.: REVENUE SHARE BY SEGMENT, 2016 (%)
FIGURE 43. KAYAKO, INC.: REVENUE SHARE BY GEOGRAPHY, 2016 (%)
FIGURE 44. KAYAKO, INC.: STRATEGY SHARE, 2014-2016 (%)
FIGURE 45. LIVECHAT, INC.: REVENUE, 2013-2015 ($MILLION)
FIGURE 46. LIVECHAT, INC.: REVENUE SHARE BY SEGMENT, 2015 (%)
FIGURE 47. LIVECHAT, INC.: REVENUE SHARE BY GEOGRAPHY, 2015 (%)
FIGURE 48. LIVECHAT, INC.: STRATEGY SHARE, 2014-2016 (%)
FIGURE 49. LOGMEIN, INC.: REVENUE, 2014-2016 ($MILLION)
FIGURE 50. LOGMEIN, INC.: REVENUE SHARE BY SEGMENT, 2016 (%)
FIGURE 51. LOGMEIN, INC.: REVENUE SHARE BY GEOGRAPHY, 2016 (%)
FIGURE 52. LOGMEIN, INC.: STRATEGY SHARE, 2014-2016 (%)
FIGURE 53. OLARK: REVENUE, 2014-2016 ($MILLION)
FIGURE 54. OLARK: REVENUE SHARE BY SEGMENT, 2016 (%)
FIGURE 55. OLARK: REVENUE SHARE BY GEOGRAPHY, 2016 (%)
FIGURE 56. OLARK: STRATEGY SHARE, 2014-2016 (%)
FIGURE 57. PROVIDE SUPPORT LLC.: REVENUE, 2014-2016 ($MILLION)
FIGURE 58. PROVIDE SUPPORT LLC.: REVENUE SHARE BY SEGMENT, 2016 (%)
FIGURE 59. PROVIDE SUPPORT LLC.: REVENUE SHARE BY GEOGRAPHY, 2016 (%)
FIGURE 60. PROVIDE SUPPORT LLC.: STRATEGY SHARE, 2014-2016 (%)
FIGURE 61. SNAPENGAGE: REVENUE, 2013-2015 ($MILLION)
FIGURE 62. SNAPENGAGE: REVENUE SHARE BY SEGMENT, 2015 (%)
FIGURE 63. SNAPENGAGE: REVENUE SHARE BY GEOGRAPHY, 2015 (%)
FIGURE 64. SNAPENGAGE: STRATEGY SHARE, 2014-2016 (%)
FIGURE 65. WOOPRA, INC.: REVENUE, 2013-2015 ($MILLION)
FIGURE 66. WOOPRA, INC.: REVENUE SHARE BY SEGMENT, 2015 (%)
FIGURE 67. WOOPRA, INC.: REVENUE SHARE BY GEOGRAPHY, 2015 (%)
FIGURE 68. WOOPRA, INC.: STRATEGY SHARE, 2014-2016 (%)
FIGURE 69. ZENDESK: REVENUE, 2013-2015 ($MILLION)
FIGURE 70. ZENDESK: REVENUE SHARE BY SEGMENT, 2015 (%)
FIGURE 71. ZENDESK: REVENUE SHARE BY GEOGRAPHY, 2015 (%)
FIGURE 72. ZENDESK: STRATEGY SHARE, 2014-2016 (%)