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Global Live Chat Software Market 2016-2020

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:

  • Americas
  • APAC
  • EMEA
Technavio's 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
  • LivePerson
  • Zendesk
  • LogMeIn
  • LiveChat
  • SnapEngage
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?


Press Release

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.

Companies Mentioned

LivePerson, Zendesk, LogMeIn, LiveChat, SnapEngage, Comm100, Freshdesk, Intercom, JivoSite, Kayako, LiveZilla, Olark, Provide Support, PureChat, UserLike, Velaro, Woopra.

  • Executive summary
    • Highlights
  • Scope of the report
    • Market overview
    • End-user segmentation
    • Geographical information
      • Table Major countries covered in market analysis
    • Vendor selection
    • Summation errors
    • Currency exchange rates
      • Table Currency exchange rates 2013-2015
  • Market research methodology
    • Research methodology
    • Economic indicators
  • Introduction
    • Key market highlights
    • Evolution of live chat software
  • Benefits of live chat software
    • Improved customer satisfaction
    • Increased sales
    • Enhanced customer engagement
    • Reduced expenses
    • Improved business intelligence
  • Market landscape
    • Market overview
      • Table Customer satisfaction levels for customer service communication
    • Market size and forecast
      • Table Global live chat software market 2015-2020 ($ millions)
  • Market segmentation by end-user
    • Global live chat software market by end-user
      • Table Global live chat software market by end-user 2015 (% share)
    • Retail and e-commerce
    • Travel and hospitality
    • IT and consulting
    • Telecommunication
    • Pharmaceutical
  • Geographical segmentation
    • Global live chat software market by geography
      • Table Global live chat software market by geography 2015 and 2020 (%)
      • Table Global live chat software by geography 2015-2020 ($ millions)
    • Americas
      • Table Live chat software market in Americas 2015-2020 ($ millions)
    • EMEA
      • Table Live chat software market in EMEA 2015-2020 ($ millions)
    • APAC
      • Table Live chat software market in APAC 2015-2020 ($ millions)
      • Table Internet users in APAC countries
  • Market drivers
    • Increased need to improve CRM
    • Increase in adoption of live chat software in healthcare insurance industry
      • Table Number and growth rate of healthcare insurers in US 2008-2014
    • Advantages of live chat over other customer support options
  • Impact of drivers
    • Table Impact of drivers
  • Market challenges
    • Requirement of compliances
    • Increasing demand for web self-service
    • Lack of standardization
  • Impact of drivers and challenges
    • Table Impact of drivers and challenges
  • Market trends
    • Live chat software integration with social media
    • Increase in mobility
    • Growing popularity of live chat
      • Table Usage of live chat by age
  • Impact of trends
    • Table Impact of trends
  • Five forces model
    • Table Five force analysis
  • Vendor landscape
    • Competitive scenario
    • Top-vendor offerings
      • Table Products offerings
    • Vendor matrix
      • Table Vendor matrix by features
      • Table Vendor matrix by deployment model
      • Table Vendor matrix by support
      • Table Vendor matrix by pricing
  • Key vendor analysis
    • Competitive analysis
      • Table Vendor analysis
    • Vendor profiles
  • Prominent vendors
    • Table Prominent vendors
  • Assumptions
    • Market assumptions
      • Table Market assumptions
  • Appendix
    • List of abbreviations
  • Explore Technavio

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