Global Live Chat Market: Size, Trends & Forecasts (2017-2021)
Scope of the Report
The report titled “Global Live Chat Market: Size, Trends & Forecasts (2017-2021)”, 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
- Table 1: CRM Technology Market
- 2.1.2 Customer Relationship Management (CRM) Functioning
- Table 2: Customer Relationship Management (CRM) Functioning
- 2.1.3 CRM Through Cloud Based or SaaS Model
- Table 3: CRM Through Cloud Based or SaaS Model
- 2.2 Cloud Computing: An Overview
- 2.2.1 Cloud Computing on the Basis of Service
- Table 4: 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
- Table 5: Global Cloud Computing Market by Value; 2016-2021 (US$ Billion)
- 3.1.2 Global Cloud Market Value by Segments
- Table 6: Global Cloud Market Value by Segments; 2016 & 2020 (Percentage, %)
- 3.1.3 Global Cloud Application Services (SaaS) Market by Value
- Table 7: Global Cloud Application Services (SaaS) Market by Value; 2016-2021 (US$ Billion)
- 3.1.3 Global Live Chat Market by Penetration in the SaaS Market
- Table 8: Global Live Chat Market by Penetration in the SaaS Market; 2016 (Percentage, %)
- 3.2 Global Live Chat Market: An Analysis
- 3.2.1 Global Live Chat Market by Value
- Table 9: Global Live Chat Market by Value; 2016-2021 (US$ Million)
- 3.2.2 Global Live Chat Market by Addressable Volume
- Table 10: Global Live Chat Market by Addressable Volume; 2016 (Million)
- 4. Market Dynamics
- 4.1 Growth Drivers
- 4.1.1 Increasing Retail E-commerce Sales Worldwide
- Table 11: Retail E-commerce Sales Worldwide; 2015-2020 (US$ Billion)
- 4.1.2 Rising Global Number of Smartphone Users
- Table 12: Global Number of Smartphone Users; 2014-2020 (Billion)
- 4.1.3 Growing Number of Internet Users Worldwide
- Table 13: Number of Internet Users Worldwide; 2009-2016 (Billion)
- 4.1.4 Soaring Global Online Gambling Market by Value
- Table 14: Global Online Gambling Market by Value; 2010-2016 (US$ Billion)
- 4.1.5 Increasing International Tourism & Global Passengers Carried Through Air Transport
- Table 15: International Tourism; 2011-2015 (Billion Persons)
- Table 16: Global Passengers Carried Through Air Transport; 2010-2016 (Billion)
- 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
- Table 17: Global Omni-Channel Retail Addressable Market by Value; 2016-2021 (US$ Billion)
- 4.3.2 Proportionate Use of Various Customer Service Channels
- Table 18: Proportionate Use of Various Customer Service Channels; 2015 (Percentage, %)
- 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
- Table 19: Global Live Chat Market Players by Features
- 5.1.2 Global Live Chat Market Players by Pricing
- Table 20: Global Live Chat Market Players by Pricing (Monthly Price/Agent)
- 5.2 Global Live Chat Market Players by Share
- Table 21: Global Live Chat Market Players by Share; 2014 (Percentage, %)
- Table 22: Global Live Chat Market Players by Share; 2017 (Percentage, %)
- 6. Company Profile
- 6.1 LiveChat Software SA
- 6.1.1 Business Overview
- 6.1.2 Financial Overview
- Table 23: LiveChat Net Revenue; 2013-2016 (US$ Million)
- 6.1.3 Business Strategy
- 6.2 LivePerson, Inc.
- 6.2.1 Business Overview
- 6.2.2 Financial Overview
- Table 24: LivePerson Revenue; 2012-2016 (US$ Million)
- Table 25: LivePerson Revenue by Segment; 2016 (Percentage, %)
- 6.2.3 Business Strategy
- 6.3 Zendesk, Inc.
- 6.3.1 Business Overview
- 6.3.2 Financial Overview
- Table 26: Zendesk Revenue; 2012-2016 (US$ Million)
- Table 27: Zendesk Revenue by Region; 2016 (Percentage, %)
- 6.3.3 Business Strategy
- 6.4 Atlassian
- 6.4.1 Business Overview
- 6.4.2 Financial Overview
- Table 28: Atlassian Revenue; 2013-2017 (US$ Million)
- Table 29: Atlassian Revenue by Operations; 2017 (Percentage, %)
- 6.4.3 Business Strategy
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