Global Live Chat Software Market 2016-2020
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:
Technavio Announces the Publication of its Research Report – Global Live Chat Software Market 2016-2020
Technavio recognizes the following companies as the key players in the global live chat software market: LivePerson, Zendesk, LogMeIn, LiveChat, and SnapEngage.
Other Prominent Vendors in the market are: Comm100, Freshdesk, Intercom, JivoSite, Kayako, LiveZilla, Olark, Provide Support, PureChat, UserLike, Velaro, and Woopra.
Commenting on the report, an analyst from Technavio’s team said: “A key trend which is boosting market growth is the growing popularity of live chat. While telephonic conversation is a preferred mode for complex financial questions for most of the customers, certain population still prefer using live chat for online-shopping questions. Enterprises that target customers in the age group of 30 to 50 years use live chat software for customer support. Also, customers increasingly opt for live chat because it offers instant response to their inquiries.”
According to the report, a key growth driver is the increased need to improve CRM. Customer relationships are crucial for effective revenue generation in any enterprise. Enterprises are striving to develop a wide customer base because of the increase in competition, to obtain the largest market share. They have started implementing enterprise solutions like enterprise resource planning (ERP) and customer relationship management (CRM).
Further, the report states that a major factor that could hamper market growth is the increasing demand for web self-service. Web self-service allows customers and employees to use the enterprise website without the need to interact with a representative of an enterprise. Enterprises deploy chatbot software, as it eases web self-services through automatic analysis, and the search for new content eliminates the need for any specialist skills or dedicated resources to answer client queries.
LivePerson, Zendesk, LogMeIn, LiveChat, SnapEngage, Comm100, Freshdesk, Intercom, JivoSite, Kayako, LiveZilla, Olark, Provide Support, PureChat, UserLike, Velaro, Woopra.
Learn how to effectively navigate the market research process to help guide your organization on the journey to success.Download eBook