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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

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Pages: 120
Sep 2017 | 1348 Views
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Author's : Rachita Rake
Tables: 59
Charts: 72
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Live Chat Software Market Overview:

Live chat software is used by website providers to interact directly with visitors on their applications and websites through the combination of survey forms, instant messaging, or chat. The rise in focus on real-time communication in many industries is attributable to the increase in budget of the live chat software in organizations. Moreover, live chat software has also played a prominent role owing to its benefits including improved website experience, increased average order value, lead generation, increased sales, and better understanding of customer needs, which allow enterprises to perform up to ten times better on key performance indicators by understanding customers needs.

Increase in popularity of live chat, as certain group of consumers prefers live chat for online-shopping questions necessitates the emergence of live chat software to satisfy growth in needs of customers. Further, continuous rise in need to improve customer relationship management (CRM) and advantages of live chat software over conventional customer support provides the marketers with immense scope to target their customers and enhance the user experience.

Asia-Pacific is expected to grow at a significant pace during the forecast period. Customer service live chat system segment led the live chat software market in 2016 and is expected to continue to do so in the near future. Furthermore, others segment dominated overall market and deploy the live chat software on a larger scale.

Increase in adoption of live chat software by number of websites to improve the customer services and to generate new leads drive the market. However, factors such lack of standardization and rise in demand for web or mobile self-services hamper the market growth to a certain extent.

The report focuses on the growth prospects and restraints of the market based on the analysis of regional trends. The study provides Porters Five Forces analysis of the industry to understand the impact of various factors such as bargaining power of suppliers, competitive intensity of competitors, threat of new entrants, threat of substitutes, and bargaining power of buyers on the growth of the live chat software market.

Segment Review

The global live chat software market is segmented based on product type, end user, and geography. Based on product type, it is divided into informational live chat systems, sales live chat systems, and customer service live chat systems. Based on end user, it is classified into telecommunication and IT, retail, BFSI, travel & hospitality, manufacturing, healthcare, and others (entertainment, media, education, government, and real estate). By geography, it is analyzed across North America, Europe, Asia-Pacific, and LAMEA.

The key players operating in 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.

Global Live Chat Software Market Segmentation

global live chat software market segmentation

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Top Impacting Factors

According to AMR analysis, the market is expected to be driven by increase in need to improve customer relationship management in each industry mainly to increase the productivity of business, continuous growth in popularity of live chat software among end use industries, and number of advantages of live chat software over conventional customer support. However, lack of standardization and increase in demand for web or mobile self-services are expected to hamper the market growth during the forecast period.

Increase in Need to Improve Customer Relationship Management in Each Industry

Many companies integrate their customer relationship management tool with live chat software to improve user experience for existing customers and potential leads. This tool helps them to boost satisfaction and improve retention rates by saving organizations money and protecting its customer base.

Continuous Growth in Popularity of Live Chat Software Among End Use Industries

End users majorly use live chat software, which integrates seamlessly with their existing e-commerce, help desk, and CRM systems. Also, the ability of these software to provide useful features such as preference settings for chat windows and reminders, share discussions, archive, and reporting tools has increased its popularity among many industry verticals.

Number of Advantages of Live Chat Software Over Conventional Customer Support

Number of advantages provided by live chat software such as improved website experience, increased average order value, and better understanding of customer needs over other customer support options propel the growth of the market.

Key Benefits :

  • This study includes the analytical depiction of the global live chat software market along with current trends and future estimations to determine the imminent investment pockets.
  • The report presents information related to key drivers, restraints, and opportunities.
  • The current market is quantitatively analyzed from 2016 to 2023 to highlight the financial competency of the live chat software industry.
  • Porters Five Forces analysis illustrates the potency of the buyers & suppliers in the global live chat software industry.

Live Chat Software Market Key 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 (Transportation, Media, Education, Government, and 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. PORTER’S 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 software’s 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 (%)

 

Live chat is a real-time communication between two users via computer and is appropriate for low to moderately complex product support used by many organizations. Further, the unprecedented growth in the customer centricity to get insights about customer preferences predominantly drives the growth of live chat software market. Real time communication has become one of the essential components for many industries to understand the needs of the consumers. Moreover, increase in mobility and growth in popularity of live chat software among end users create immense opportunities for the live chat software market.

Increase in focus on customer relationships, which is a crucial factor for effective revenue generation in any enterprise and rise in emphasis on real time communication provides the marketers with immense scope to target their customers and enhance the user experience. The growth of live chat software market is pertained to the number of advantages of live chat software over conventional customer support. Moreover, its integration with social media as well as increase in use of artificial intelligence and machine learning techniques has also played a prominent role owing to its benefits.

Key players profiled in the report include LogMeIn, Inc., LivePerson, Inc., Zendesk, SnapEngage, Livechat, Inc., Olark, Kayako, Inc., Freshdesk, Inc., Woopra, Inc., and Provide Support LLC. The market players have introduced innovative software to increase their customer base, and capitalize on the growing demand for live chat software.

 

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