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Global Live Chat Software Market 2016-2020

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Date: 05-Oct-2016
No. of pages: 58
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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.

The analysts forecast 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


This 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


  • Live Person

  • Zen desk

  • Log Me In

  • Live Chat

  • Snap Engage


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?`

Global Live Chat Software Market 2016-2020

Table of Contents

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

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

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