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Live Chat Software - Global Market Trajectory & Analytics

  • ID: 4805595
  • Report
  • April 2021
  • Region: Global
  • 142 pages
  • Global Industry Analysts, Inc
Global Live Chat Software Market to Reach $999.2 Million by 2027

Amid the COVID-19 crisis, the global market for Live Chat Software estimated at US$683.4 Million in the year 2020, is projected to reach a revised size of US$999.2 Million by 2027, growing at a CAGR of 5.6% over the analysis period 2020-2027. IT & Telecom, one of the segments analyzed in the report, is projected to record a 5.5% CAGR and reach US$283.1 Million by the end of the analysis period. After an early analysis of the business implications of the pandemic and its induced economic crisis, growth in the Retail segment is readjusted to a revised 5.7% CAGR for the next 7-year period.



The U.S. Market is Estimated at $201.5 Million, While China is Forecast to Grow at 5.2% CAGR

The Live Chat Software market in the U.S. is estimated at US$201.5 Million in the year 2020. China, the world's second largest economy, is forecast to reach a projected market size of US$176.1 Million by the year 2027 trailing a CAGR of 5.2% over the analysis period 2020 to 2027. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at 5.3% and 4.5% respectively over the 2020-2027 period. Within Europe, Germany is forecast to grow at approximately 4.6% CAGR.

BFSI Segment to Record 6% CAGR

In the global BFSI segment, USA, Canada, Japan, China and Europe will drive the 6% CAGR estimated for this segment. These regional markets accounting for a combined market size of US$94.5 Million in the year 2020 will reach a projected size of US$142.5 Million by the close of the analysis period. China will remain among the fastest growing in this cluster of regional markets. Led by countries such as Australia, India, and South Korea, the market in Asia-Pacific is forecast to reach US$115 Million by the year 2027.

Select Competitors (Total 46 Featured):
  • Comm100 Network Corporation
  • Freshdesk
  • Intercom, Inc.
  • JivoSite Inc.
  • Kayako Limited
  • LiveChat, Inc.
  • LivePerson, Inc.
  • LiveZilla GmbH
  • LogMeIn, Inc.
  • Olark
  • Provide Support LLC
  • SnapEngage, LLC
  • Userlike UG
  • Velaro, Inc.
  • Woopra, Inc.
  • Zendesk, Inc.
Note: Product cover images may vary from those shown
I. METHODOLOGY

II. EXECUTIVE SUMMARY
  • Influencer Market Insights
  • World Market Trajectories
  • Impact of COVID-19 Pandemic and Looming Global Recession
  • What is Live Chat?
  • An Introduction to Live Chat Software
  • Global Market Prospects & Outlook
  • Retail Emerges as the Leading End-Use Vertical
  • Asia-Pacific to Present Considerable Growth Opportunities
  • Key Live Chat Statistics
  • Competition
  • Popular Live Chat Software: A Review
  • Significant Benefits of Live Chat Software Compared to Conventional Forms of Customer Support Spurs Growth
  • Growing Need for Improved Customer Relationship Management Across Industry Verticals Fuels Adoption of Live Chat Software
  • Retail Industry Relies of Live Chat Software for Improved Customer Interactions
  • Exhibit 1: Global Retail Sales in US$ Trillion for the Years 2019, 2021, 2023 and 2025
  • Surge in E-Commerce Retail Presents Growth Opportunities for Live Chat Software
  • Exhibit 2: E-Commerce Sales as % of Global Retail Sales for the Years 2015-2025
  • Exhibit 3: Retail E-Commerce Sales Growth by Region (%) for 2019
  • Exhibit 4: Top Countries by Retail Ecommerce Sales (in $ Billion) for 2019
  • BFSI Emerges as a Major End-Use for Live Chat Software
  • Travel & Hospitality: Providing Customer Support Essential to Survive the COVID-19 Pandemic
  • Live Chat Software Gains Importance in IT and Telecom Industry
  • Chatbots: An Advanced Expression of Human-Machine Interactions
  • Exhibit 5: Chatbot Engagement among Consumers by Industry in the US: 2019
  • Healthcare Looks to Live Chat Solutions to Provide Effective Care
  • Innovative Uses & Advancements to Boost Live Chat Software Market
  • Lack of Standardization Emerges as a Key Challenge
  • Table 1: World Current & Future Analysis for Live Chat Software by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 2: World Historic Review for Live Chat Software by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 3: World 15-Year Perspective for Live Chat Software by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets for Years 2012, 2020 & 2027
  • Table 4: World Current & Future Analysis for IT & Telecom by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 5: World Historic Review for IT & Telecom by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 6: World 15-Year Perspective for IT & Telecom by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2020 & 2027
  • Table 7: World Current & Future Analysis for Retail by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 8: World Historic Review for Retail by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 9: World 15-Year Perspective for Retail by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2020 & 2027
  • Table 10: World Current & Future Analysis for BFSI by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 11: World Historic Review for BFSI by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 12: World 15-Year Perspective for BFSI by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2020 & 2027
  • Table 13: World Current & Future Analysis for Travel & Hospitality by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 14: World Historic Review for Travel & Hospitality by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 15: World 15-Year Perspective for Travel & Hospitality by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2020 & 2027
  • Table 16: World Current & Future Analysis for Manufacturing by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 17: World Historic Review for Manufacturing by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 18: World 15-Year Perspective for Manufacturing by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2020 & 2027
  • Table 19: World Current & Future Analysis for Other End-Uses by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 20: World Historic Review for Other End-Uses by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 21: World 15-Year Perspective for Other End-Uses by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2020 & 2027
III. MARKET ANALYSIS
  • Active Players in United States
  • Table 22: USA Current & Future Analysis for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
  • Table 23: USA Historic Review for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 24: USA 15-Year Perspective for Live Chat Software by End-Use - Percentage Breakdown of Value Sales for IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses for the Years 2012, 2020 & 2027
  • Active Players in Canada
  • Table 25: Canada Current & Future Analysis for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
  • Table 26: Canada Historic Review for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 27: Canada 15-Year Perspective for Live Chat Software by End-Use - Percentage Breakdown of Value Sales for IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses for the Years 2012, 2020 & 2027
  • Active Players in Japan
  • Table 28: Japan Current & Future Analysis for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
  • Table 29: Japan Historic Review for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 30: Japan 15-Year Perspective for Live Chat Software by End-Use - Percentage Breakdown of Value Sales for IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses for the Years 2012, 2020 & 2027
  • Active Players in China
  • Table 31: China Current & Future Analysis for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
  • Table 32: China Historic Review for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 33: China 15-Year Perspective for Live Chat Software by End-Use - Percentage Breakdown of Value Sales for IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses for the Years 2012, 2020 & 2027
  • Table 34: Europe Current & Future Analysis for Live Chat Software by Geographic Region - France, Germany, Italy, UK and Rest of Europe Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2020 through 2027 and % CAGR
  • Table 35: Europe Historic Review for Live Chat Software by Geographic Region - France, Germany, Italy, UK and Rest of Europe Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 36: Europe 15-Year Perspective for Live Chat Software by Geographic Region - Percentage Breakdown of Value Sales for France, Germany, Italy, UK and Rest of Europe Markets for Years 2012, 2020 & 2027
  • Table 37: Europe Current & Future Analysis for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
  • Table 38: Europe Historic Review for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 39: Europe 15-Year Perspective for Live Chat Software by End-Use - Percentage Breakdown of Value Sales for IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses for the Years 2012, 2020 & 2027
  • Active Players in France
  • Table 40: France Current & Future Analysis for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
  • Table 41: France Historic Review for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 42: France 15-Year Perspective for Live Chat Software by End-Use - Percentage Breakdown of Value Sales for IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses for the Years 2012, 2020 & 2027
  • Active Players in Germany
  • Table 43: Germany Current & Future Analysis for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
  • Table 44: Germany Historic Review for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 45: Germany 15-Year Perspective for Live Chat Software by End-Use - Percentage Breakdown of Value Sales for IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses for the Years 2012, 2020 & 2027
  • Active Players in Italy
  • Table 46: Italy Current & Future Analysis for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
  • Table 47: Italy Historic Review for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 48: Italy 15-Year Perspective for Live Chat Software by End-Use - Percentage Breakdown of Value Sales for IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses for the Years 2012, 2020 & 2027
  • Active Players in United Kingdom
  • Table 49: UK Current & Future Analysis for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
  • Table 50: UK Historic Review for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 51: UK 15-Year Perspective for Live Chat Software by End-Use - Percentage Breakdown of Value Sales for IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses for the Years 2012, 2020 & 2027
  • Active Players in Rest of Europe
  • Table 52: Rest of Europe Current & Future Analysis for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
  • Table 53: Rest of Europe Historic Review for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 54: Rest of Europe 15-Year Perspective for Live Chat Software by End-Use - Percentage Breakdown of Value Sales for IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses for the Years 2012, 2020 & 2027
  • Active Players in Asia-Pacific
  • Table 55: Asia-Pacific Current & Future Analysis for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
  • Table 56: Asia-Pacific Historic Review for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 57: Asia-Pacific 15-Year Perspective for Live Chat Software by End-Use - Percentage Breakdown of Value Sales for IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses for the Years 2012, 2020 & 2027
  • Active Players in Rest of World
  • Table 58: Rest of World Current & Future Analysis for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses - Independent Analysis of Annual Sales in US$ Thousand for the Years 2020 through 2027 and % CAGR
  • Table 59: Rest of World Historic Review for Live Chat Software by End-Use - IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses Markets - Independent Analysis of Annual Sales in US$ Thousand for Years 2012 through 2019 and % CAGR
  • Table 60: Rest of World 15-Year Perspective for Live Chat Software by End-Use - Percentage Breakdown of Value Sales for IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing and Other End-Uses for the Years 2012, 2020 & 2027
IV. COMPETITION
  • Total Companies Profiled: 46
Note: Product cover images may vary from those shown
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