Global Live Chat Software Market Size By Type (Customer Service Live Chat Systems, Informational Service Live Chat Systems), By End Users (Retail And Ecommerce, Travel And Hospitality), By Geographic Scope And Forecast
Report ID: 86782|No. of Pages: 202
Global Live Chat Software Market Size By Type (Customer Service Live Chat Systems, Informational Service Live Chat Systems), By End Users (Retail And Ecommerce, Travel And Hospitality), By Geographic Scope And Forecast
Live Chat Software Market Size And Forecast
Live Chat Software Market size was valued at USD 794 Million in 2021 and is projected to reach USD 1666 Million by 2030, growing at a CAGR of 8.59% from 2022 to 2030.
The global live chat software industry is expanding due to the increased popularity of live chat, as a certain segment of the population prefers live chat for online shopping questions. Furthermore, the increased need to improve customer relationship management (CRM), which is critical for effective revenue generation in any enterprise, as well as the number of advantages of live chat software over traditional customer support, drive market growth. The Global Live Chat Software Market report provides a holistic evaluation of the market. The report offers a comprehensive analysis of key segments, trends, drivers, restraints, competitive landscape, and factors that are playing a substantial role in the market.
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Global Live Chat Software Market Definition
Organizations can use live chat software to communicate with website visitors in real time via chat windows. Live chat is a method of communicating in real-time between two customers via a computer. Client service representatives can use live chat software to assist customers with questions about products or website navigation. Support agents can use pop-up chat boxes to encourage user interaction or wait for guests to contact them with questions or concerns. Reporting and analytics, interactive chat notices, and conversation archiving are just a few of the highlights. Customer service teams can use live chat software to quickly respond to inquiries, business development employees can reach leads who aren’t reachable by phone or email, and administrative staff in the training department can connect with incoming students, among other things.
Other software types, such as e-commerce platforms and help desk area software, may include live chat functionality. Through a combination of chat/texting and survey forms, live chat software allows website providers to interact directly with visitors on their sites or applications. It is determined by the client-server model, in which a customer can start a meeting by logging into a user account. Organizations use LiveChat as a single point of contact to manage all client service and online sales activities that would otherwise be handled through multiple channels and tools. More than 30,000 paid customers from more than 150 countries use LiveChat.
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Global Live Chat Software Market Overview
The growth drivers for the market are the rising focus on real-time interaction in various industries, advantages like improved website experience, increased average order value, increased sales, lead generation, and a better understanding of customer requirements. The market is growing due to the continued rise in popularity of live chat, development deprived to improve customer relationship management (CRM), and the benefits of live chat software over traditional client support. In any case, factors such as the continued popularity of web mobile self-service and a lack of standardization stymie the growth of the Live Chat Software Market to some extent. Because of the increasing popularity of live chat software among end users’ mobility and growing popularity, the potential for live chat software is enormous and growing.
Organizations that sell their products through offline channels have been temporarily shut down. As a result, sales of food products and other items on e-commerce channels have increased, as has an interest in live chat software to provide customer service 24 hours a day, seven days a week, and resolve their questions and issues. As a result of rapid urbanization, a variety of small and medium businesses (SMEs) are implementing cloud-based live chat software to improve user experiences and expand their market reach. Several benefits provided by live chat software, such as increased average order value, improved website experience, and a better understanding of client needs when compared to other customer service options, are driving the market forward. The restraints for the market growth are rising demand for web self-service and the absence of standardization. Whereas the opportunities are the development of new software with a mobile application.
Global Live Chat Software Market Segmentation Analysis
The Global Live Chat Software Market is segmented based on Type, End-Users, and Geography.
Live Chat Software Market, By Type
- Customer Service Live Chat Systems
- Informational Service Live Chat Systems
- Others
Based on Type, the market is bifurcated into Customer Service Live Chat Systems, Informational Service Live Chat Systems, and Others. Customer service refers to a variety of services that assist customers in making the most cost-effective and appropriate use of a product. The use of live chat software for customer support includes planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product.
Live Chat Software Market, By End Users
- Retail & Ecommerce
- Travel & Hospitality
- Healthcare
- BFSI
- Media & Entertainment
- Telecom & IT
- Government
- Others
Based on End Users, the market is segmented into Retail & Ecommerce, Travel & Hospitality, Healthcare, BFSI, Media & Entertainment, Telecom & IT, Government, and Others. BFSI stands for Banking, Finance, Services, and Insurance, and it is an industry term that refers to a variety of financial products and services. eCommerce refers to commercial transactions that take place primarily over the internet, whereas retail can take place in a variety of settings, including a shopping mall or grocery store, one-on-one sales, and even direct mail. The organized provision of medical care to individuals or a community through the services of medical professionals is referred to as healthcare. Car rental services, tour operators, airlines, railroads, resorts, lodging, restaurants, and other businesses are all part of the travel and hospitality industry.
Live Chat Software Market, By Geography
- North America
- Europe
- Asia Pacific
- Rest of the world
Based on regional analysis, the Global Live Chat Software Market is classified into North America, Europe, Asia Pacific, and Rest of the world. The market for live chat software is dominated by North America. Artificial intelligence-enabled tools are being developed by North America’s top start-up accelerators to assist businesses with customer service, sales, and marketing. North American businesses, for example, are employing bots like Claire, which is used to test consumer products, and ad campaigns, and Scribe, an AI-powered “sales development representative” who can identify new leads. This market is expected to benefit greatly from the combination of artificial intelligence and live chat software.
Key Players
The “Global Live Chat Software Market” study report will provide valuable insight with an emphasis on the global market. The major players in the market are Yellow Messenger, ShopPop, JivoChat, Quiq Messaging Platform, Amio, Arena, Rocket.Chat, Verloop, Sirena and INSIDE.
Our market analysis also entails a section solely dedicated for such major players wherein our analysts provide an insight to the financial statements of all the major players, along with its product benchmarking and SWOT analysis. The competitive landscape section also includes key development strategies, market share and market ranking analysis of the above-mentioned players globally.
Key Developments
- In June 2020, Conversational Concierge, a Next-Gen Chatbot Platform, was launched by Solvvy Inc. This platform enables large businesses to provide intelligent, customized, and on-brand support and services to their customers across multiple channels with ease.
Report Scope
| REPORT ATTRIBUTES | DETAILS |
|---|---|
| Study Period | 2018-2030 |
| Base Year | 2021 |
| Forecast Period | 2022-2030 |
| Historical Period | 2018-2020 |
| Unit | Value (USD Million) |
| Key Companies Profiled | Yellow Messenger, ShopPop, JivoChat, Quiq Messaging Platform, Amio, Arena, Rocket.Chat, Verloop, Sirena and INSIDE |
| Segments Covered |
|
| Customization Scope | Free report customization (equivalent up to 4 analyst’s working days) with purchase. Addition or alteration to country, regional & segment scope |
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Research Methodology of Verified Market Research:
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Reasons to Purchase this Report:
• Qualitative and quantitative analysis of the market based on segmentation involving both economic as well as non-economic factors
• Provision of market value (USD Billion) data for each segment and sub-segment
• Indicates the region and segment that is expected to witness the fastest growth as well as to dominate the market
• Analysis by geography highlighting the consumption of the product/service in the region as well as indicating the factors that are affecting the market within each region
• Competitive landscape which incorporates the market ranking of the major players, along with new service/product launches, partnerships, business expansions and acquisitions in the past five years of companies profiled
• Extensive company profiles comprising of company overview, company insights, product benchmarking and SWOT analysis for the major market players
• The current as well as the future market outlook of the industry with respect to recent developments (which involve growth opportunities and drivers as well as challenges and restraints of both emerging as well as developed regions
• Includes an in-depth analysis of the market of various perspectives through Porter’s five forces analysis
• Provides insight into the market through Value Chain
• Market dynamics scenario, along with growth opportunities of the market in the years to come
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Customization of the Report
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Frequently Asked Questions
1 INTRODUCTION OF GLOBAL LIVE CHAT SOFTWARE MARKET
1.1 Overview of the Market
1.2 Scope of Report
1.3 Assumptions
2 EXECUTIVE SUMMARY
3 RESEARCH METHODOLOGY OF VERIFIED MARKET RESEARCH
3.1 Data Mining
3.2 Validation
3.3 Primary Interviews
3.4 List of Data Sources
4 GLOBAL LIVE CHAT SOFTWARE MARKET OUTLOOK
4.1 Overview
4.2 Market Dynamics
4.2.1 Drivers
4.2.2 Restraints
4.2.3 Opportunities
4.3 Porters Five Force Model
4.4 Value Chain Analysis
5 GLOBAL LIVE CHAT SOFTWARE MARKET, BY TYPE
5.1 Overview
5.2 Customer Service Live Chat System
5.3 Informational Service Live Chat System
5.4 Other
6 GLOBAL LIVE CHAT SOFTWARE MARKET, BY END USERS
6.1 Overview
6.2 Retail & Ecommerce
6.3 Travel & Hospitality
6.4 Healthcare
6.5 BFSI
6.6 Media & Entertainment
6.7 Telecom & IT
6.8 Government
6.9 Others
7 GLOBAL LIVE CHAT SOFTWARE MARKET, BY GEOGRAPHY
7.1 Overview
7.2 North America
7.2.1 U.S.
7.2.2 Canada
7.2.3 Mexico
7.3 Europe
7.3.1 Germany
7.3.2 U.K.
7.3.3 France
7.3.4 Rest of Europe
7.4 Asia Pacific
7.4.1 China
7.4.2 Japan
7.4.3 India
7.4.4 Rest of Asia Pacific
7.5 Rest of the World
7.5.1 Latin America
7.5.2 Middle East & Africa
8 GLOBAL LIVE CHAT SOFTWARE MARKET COMPETITIVE LANDSCAPE
8.1 Overview
8.2 Company Market Ranking
8.3 Key Development Strategies
9 COMPANY PROFILES
9.1 Yellow Messenger
9.1.1 Overview
9.1.2 Financial Performance
9.1.3 Product Outlook
9.1.4 Key Developments
9.2 ShopPop
9.2.1 Overview
9.2.2 Financial Performance
9.2.3 Product Outlook
9.2.4 Key Developments
9.3 JivoChat
9.3.1 Overview
9.3.2 Financial Performance
9.3.3 Product Outlook
9.3.4 Key Developments
9.4 Quiq Messaging Platform
9.4.1 Overview
9.4.2 Financial Performance
9.4.3 Product Outlook
9.4.4 Key Developments
9.5 Amio
9.5.1 Overview
9.5.2 Financial Performance
9.5.3 Product Outlook
9.5.4 Key Developments
9.6 Arena
9.6.1 Overview
9.6.2 Financial Performance
9.6.3 Product Outlook
9.6.4 Key Developments
9.7 Rocket.Chat
9.7.1 Overview
9.7.2 Financial Performance
9.7.3 Product Outlook
9.7.4 Key Developments
9.8 Verloop
9.8.1 Overview
9.8.2 Financial Performance
9.8.3 Product Outlook
9.8.4 Key Developments
9.9 Sirena
9.9.1 Overview
9.9.2 Financial Performance
9.9.3 Product Outlook
9.9.4 Key Developments
9.10 INSIDE
9.10.1 Overview
9.10.2 Financial Performance
9.10.3 Product Outlook
9.10.4 Key Developments
10 KEY DEVELOPMENTS
10.1 Product Launches/Developments
10.2 Mergers and Acquisitions
10.3 Business Expansions
10.4 Partnerships and Collaborations
11 Appendix
11.1 Related Research
Report Research Methodology
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Exploratory data mining
Market is filled with data. All the data is collected in raw format that undergoes a strict filtering system to ensure that only the required data is left behind. The leftover data is properly validated and its authenticity (of source) is checked before using it further. We also collect and mix the data from our previous market research reports.
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For understanding the entire market landscape, we need to get details about the past and ongoing trends also. To achieve this, we collect data from different members of the market (distributors and suppliers) along with government websites.
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Data Collection Matrix
| Perspective | Primary Research | Secondary Research |
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| Supplier side |
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Econometrics and data visualization model
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The collected data includes market dynamics, technology landscape, application development and pricing trends. All of this is fed to the research model which then churns out the relevant data for market study.
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Analysts use correlation, regression and time series analysis to deliver reliable business insights. Our experienced team of professionals diffuse the technology landscape, regulatory frameworks, economic outlook and business principles to share the details of external factors on the market under investigation.
Different demographics are analyzed individually to give appropriate details about the market. After this, all the region-wise data is joined together to serve the clients with glo-cal perspective. We ensure that all the data is accurate and all the actionable recommendations can be achieved in record time. We work with our clients in every step of the work, from exploring the market to implementing business plans. We largely focus on the following parameters for forecasting about the market under lens:
- Market drivers and restraints, along with their current and expected impact
- Raw material scenario and supply v/s price trends
- Regulatory scenario and expected developments
- Current capacity and expected capacity additions up to 2027
We assign different weights to the above parameters. This way, we are empowered to quantify their impact on the market’s momentum. Further, it helps us in delivering the evidence related to market growth rates.
Primary validation
The last step of the report making revolves around forecasting of the market. Exhaustive interviews of the industry experts and decision makers of the esteemed organizations are taken to validate the findings of our experts.
The assumptions that are made to obtain the statistics and data elements are cross-checked by interviewing managers over F2F discussions as well as over phone calls.
Different members of the market’s value chain such as suppliers, distributors, vendors and end consumers are also approached to deliver an unbiased market picture. All the interviews are conducted across the globe. There is no language barrier due to our experienced and multi-lingual team of professionals. Interviews have the capability to offer critical insights about the market. Current business scenarios and future market expectations escalate the quality of our five-star rated market research reports. Our highly trained team use the primary research with Key Industry Participants (KIPs) for validating the market forecasts:
- Established market players
- Raw data suppliers
- Network participants such as distributors
- End consumers
The aims of doing primary research are:
- Verifying the collected data in terms of accuracy and reliability.
- To understand the ongoing market trends and to foresee the future market growth patterns.
Industry Analysis Matrix
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