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Live Chat Software Market based on Type, End-User and Geography - Global Forecast up to 2026

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  • 86 Pages
  • May 2021
  • Region: Global
  • IHR Insights
  • ID: 5446353
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Live chat is real-time communication software, mainly used to communicate directly with visitors on their websites by website providers through the fusion of survey forms, instant messaging, or chat. It facilitates real-time communication among two users through a connected device compatible with low to moderately complex product support. Live chat software is based on the client server model, enabling the client to begin session after logging into the user account. The Live Chat Software Market is anticipated to grow at 7.29% CAGR by 2026 due to factors such as the constant expansion of fame of live chat and development deprived to improve customer relationship management (CRM) and advantages of live chat software over conventional client support. The rising focus on real-time interaction in various industries is due to the increase in the budget of the live chat software within companies. In addition, this software has a significant role due to its advantages that include improved website experience, increased average order value, increased sales, lead generation, and a better understanding of customer requirements. Factors such as the rising demand for web self-service and the absence of standardization are likely to impede the live chat software market growth.

Live Chat Software Market based on Type


  • Customer Service Live Chat Systems
  • Informational Service Live Chat Systems
  • Sales Live Chat Systems

Live Chat Software Market based on End-User


  • Retail & Ecommerce
  • Travel & Hospitality
  • Healthcare
  • BFSI
  • Media & Entertainment
  • Telecom & IT
  • Government
  • Others

Live Chat Software Market based on Geography


  • North America
  • Europe
  • Asia Pacific
  • Rest of the World

The market is categorized into Customer Service Live Chat Systems, Informational Service Live Chat Systems, and Sales Live Chat Systems based on the type. The customer service segment held the highest share in the market. This live chat system is generally a range of customer services that support customers in making a cost-efficient and proper use of a product. Customer support includes installation, planning, training, maintenance, troubleshooting, upgrading, and disposal of a product with the help of live chat software. Moreover, the continuous growth in the requirement to enhance customer relationship management and the advantages of live chat apps over conventional customer support offers advertisers enormous potential for targeting their consumers and enhancing user experience.

Further, the market is segmented by end-users, including Retail & Ecommerce, Travel & Hospitality, Healthcare, BFSI, Media & Entertainment, Telecom & IT, Government, and Others. The retail and e-commerce segment witnessed a significant growth rate due to their wide-scale adoption to enhance customer interaction and better management of queries. Live chat software has also played a key role because of its advantages in better understanding customer requirements, enabling companies to perform up to ten times better on key performance metrics by recognizing customer preferences in the retail vertical thus, providing a boost to the market in the end-user segment.

In terms of geography, the Asia Pacific has been dominating the market. Since consumers in the Asia Pacific are using self-service and chatbots and, as a result, are adopting live chat over the conventional methods for asking queries during online shopping. With customer experience a critical factor in which brands Asian consumers choose, organizations need to make sure that they match expectations now if they want to flourish and grow moving forward, consequently boosting the live chat market growth in this region.

Various companies worldwide are integrating their customer relationship management tool with live chat software to augment the user experience and potential leads for present customers. By saving money for organizations and protecting their customer base, the live chat software assists organizations in boosting satisfaction and improving retention rates. Thus, the rising requirement for improving customer relationship management in every vertical is compelling the global live chat software market growth.

The prominent players of the live chat software market are LogMeIn, Inc., Woopra, Inc., Provide Support LLC, Freshdesk, Inc., LivePerson, Inc., Zendesk Inc., SnapEngage, Livechat, Inc., Olark and Kayako, Inc.

Hence, most companies focus more on customer retention than looking for new customers where the live chat software plays a key role. The live chat software provides a company with various benefits for retaining customers by responding to customer queries resulting in enhanced customer experience.
  • Qualitative and quantitative analyses of the market based on segmentation involving economic and non-economic factors are provided in the report.
  • The report indicates the region and segment anticipated to witness the fastest growth and dominate the market.
  • Competitive outlook, which includes the market ranking of the key players, with new service/product launches, business expansions, partnerships, and acquisitions in the past five years of companies profiled
  • The report also provides analysis by geography focusing on the consumption of the product/service in the region as well as specifying the factors which are affecting the market within each region

Table of Contents

1. Executive Summary
2. Industry Outlook
2.1. Industry Overview
2.2. Industry Trends
3. Market Snapshot
3.1. Market Definition
3.2. Market Outlook
3.2.1. Porter Five Forces
3.3. Related Markets
4. Market characteristics
4.1. Market Overview
4.2. Market Segmentation
4.3. Market Dynamics
4.3.1. Drivers
4.3.2. Restraints
4.3.3. Opportunities
4.4. DRO - Impact Analysis
5. Type: Market Size & Analysis
5.1. Overview
5.2. Customer Service Live Chat Systems
5.3. Informational Service Live Chat Systems
5.4. Sales Live Chat Systems
6. End-User: Market Size & Analysis
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. Geography: Market Size & Analysis
7.1. Overview
7.2. North America
7.3. Europe
7.4. Asia Pacific
7.5. Rest of the World
8. Competitive Landscape
8.1. Competitor Comparison Analysis
8.2. Market Developments
8.2.1. Mergers and Acquisitions, Legal, Awards, Partnerships
8.2.2. Product Launches and execution
9. Vendor Profiles
9.1. LogMeIn, Inc.
9.1.1. Overview
9.1.2. Financial Overview
9.1.3. Product Offerings
9.1.4. Developments
9.1.5. Business Strategy
9.2. Woopra, Inc.
9.2.1. Overview
9.2.2. Financial Overview
9.2.3. Product Offerings
9.2.4. Developments
9.2.5. Business Strategy
9.3. Provide Support LLC
9.3.1. Overview
9.3.2. Financial Overview
9.3.3. Product Offerings
9.3.4. Developments
9.3.5. Business Strategy
9.4. Freshdesk, Inc.
9.4.1. Overview
9.4.2. Financial Overview
9.4.3. Product Offerings
9.4.4. Developments
9.4.5. Business Strategy
9.5. LivePerson, Inc.
9.5.1. Overview
9.5.2. Financial Overview
9.5.3. Product Offerings
9.5.4. Developments
9.5.5. Business Strategy
9.6. Zendesk Inc.
9.6.1. Overview
9.6.2. Financial Overview
9.6.3. Product Offerings
9.6.4. Developments
9.6.5. Business Strategy
9.7. SnapEngage
9.7.1. Overview
9.7.2. Financial Overview
9.7.3. Product Offerings
9.7.4. Developments
9.7.5. Business Strategy
9.8. Livechat, Inc.
9.8.1. Overview
9.8.2. Financial Overview
9.8.3. Product Offerings
9.8.4. Developments
9.8.5. Business Strategy
9.9. Olark
9.9.1. Overview
9.9.2. Financial Overview
9.9.3. Product Offerings
9.9.4. Developments
9.9.5. Business Strategy
9.10. Kayako, Inc
9.10.1. Overview
9.10.2. Financial Overview
9.10.3. Product Offerings
9.10.4. Developments
9.10.5. Business Strategy
10. Analyst Opinion
11. Annexure
11.1. Report Scope
11.2. Market Definitions
11.3. Research Methodology
11.3.1. Data Collation and In-house Estimation
11.3.2. Market Triangulation
11.3.3. Forecasting
11.4. Report Assumptions
11.5. Declarations
11.6. Stakeholders
11.7. Abbreviations
List of Tables
Table 1. Global Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 2. Global Live Chat Software Market Value for Customer Service Live Chat Systems, by Geography, 2020-2026 (USD Billion)
Table 3. Global Live Chat Software Market Value for Informational Service Live Chat Systems, by Geography, 2020-2026 (USD Billion)
Table 4. Global Live Chat Software Market Value for Sales Live Chat Systems, by Geography, 2020-2026 (USD Billion)
Table 5. Global Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 6. Global Live Chat Software Market Value for Retail & Ecommerce, 2020-2026 (USD Billion)
Table 7. Global Live Chat Software Market Value for Travel & Hospitality, by Geography, 2020-2026 (USD Billion)
Table 8. Global Live Chat Software Market Value for Healthcare, by Geography, 2020-2026 (USD Billion)
Table 9. Global Live Chat Software Market Value for Bfsi, by Geography, 2020-2026 (USD Billion)
Table 10. Global Live Chat Software Market Value for Media & Entertainment, by Geography, 2020-2026 (USD Billion)
Table 11. Global Live Chat Software Market Value for Telecom & It, by Geography, 2020-2026 (USD Billion)
Table 12. Global Live Chat Software Market Value for Government, by Geography, 2020-2026 (USD Billion)
Table 13. Global Live Chat Software Market Value for Others, by Geography, 2020-2026 (USD Billion)
Table 14. North America Live Chat Software Market Value, by Country, 2020-2026 (USD Billion)
Table 15. North America Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 16. North America Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 17. U.S Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 18. U.S Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 19. Canada Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 20. Canada Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 21. Europe Live Chat Software Market Value, by Country, 2020-2026 (USD Billion)
Table 22. Europe Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 23. Europe Live Chat Software Market Value, End-User, 2020-2026 (USD Billion)
Table 24. Germany Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 25. Germany Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 26. U.K Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 27. U.K Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 28. France Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 29. France Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 30. Italy Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 31. Italy Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 32. Spain Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 33. Spain Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 34. Roe Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 35. Roe Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 36. Asia Pacific Live Chat Software Market Value, by Country, 2020-2026 (USD Billion)
Table 37. Asia Pacific Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 38. Asia Pacific Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 39. China Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 40. China Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 41. India Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 42. India Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 43. Japan Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 44. Japan Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 45. Rest of APAC Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 46. Rest of APAC Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 47. Rest of World Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Table 48. Rest of World Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Table 49. Logmein, Inc: Financials
Table 50. Logmein, Inc: Products & Services
Table 51. Logmein, Inc: Recent Developments
Table 52. Woopra, Inc: Financials
Table 53. Woopra, Inc: Products & Services
Table 54. Woopra, Inc: Recent Developments
Table 55. Provide Support Llc: Financials
Table 56. Provide Support Llc: Products & Services
Table 57. Provide Support Llc: Recent Developments
Table 58. Freshdesk, Inc: Financials
Table 59. Freshdesk, Inc: Products & Services
Table 60. Freshdesk, Inc: Recent Developments
Table 61. Liveperson, Inc: Financials
Table 62. Liveperson, Inc: Products & Services
Table 63. Liveperson, Inc: Recent Developments
Table 64. Zendesk Inc: Financials
Table 65. Zendesk Inc: Products & Services
Table 66. Zendesk Inc: Recent Developments
Table 67. Snapengage: Financials
Table 68. Snapengage: Products & Services
Table 69. Snapengage: Recent Developments
Table 70. Livechat, Inc: Financials
Table 71. Livechat, Inc: Products & Services
Table 72. Livechat, Inc: Recent Developments
Table 73. Olark: Financials
Table 74. Olark: Products & Services
Table 75. Olark: Recent Developments
Table 76. Kayako, Inc: Financials
Table 77. Kayako, Inc: Products & Services
Table 78. Kayako, Inc: Recent Developments
List of Figures
Chart. 1. Global Live Chat Software Market Value, by Type, 2021-2026 (USD Billion)
Chart 2. Global Live Chat Software Market Value for Customer Service Live Chat Systems, by Geography, 2020-2026 (USD Billion)
Chart 3. Global Live Chat Software Market Value for Informational Service Live Chat Systems, by Geography, 2020-2026 (USD Billion)
Chart 4. Global Live Chat Software Market Value for Sales Live Chat Systems, by Geography, 2020-2026 (USD Billion)
Chart 5. Global Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Chart 6. Global Live Chat Software Market Value for Retail & Ecommerce, 2020-2026 (USD Billion)
Chart 7. Global Live Chat Software market Value for Travel & Hospitality, by Geography, 2020-2026 (USD Billion)
Chart 8. Global Live Chat Software market Value for Healthcare, by Geography, 2020-2026 (USD Billion)
Chart 9. Global Live Chat Software market Value for Bfsi, by Geography, 2020-2026 (USD Billion)
Chart 10. Global Live Chat Software Market Value for Media & Entertainment, by Geography, 2020-2026 (USD Billion)
Chart 11. Global Live Chat Software Market Value for Telecom & It, by Geography, 2020-2026 (USD Billion)
Chart 12. Global Live Chat Software Market Value for Government, by Geography, 2020-2026 (USD Billion)
Chart 13. Global Live Chat Software Market Value for Others, by Geography, 2020-2026 (USD Billion)
Chart 14. North America Live Chat Software Market Value, by Country, 2020-2026 (USD Billion)
Chart 15. North America Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 16. North America Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Chart 17. U.S Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 18. U.S Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Chart 19. Canada Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 20. Canada Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Chart 21. Europe Live Chat Software Market Value, by Country, 2020-2026 (USD Billion)
Chart 22. Europe Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 23. Europe Live Chat Software Market Value, End-User, 2020-2026 (USD Billion)
Chart 24. Germany Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 25. Germany Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Chart 26. U.K Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 27. U.K Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Chart 28. France Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 29. France Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Chart 30. Italy Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 31. Italy Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Chart 32. Spain Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 33. Spain Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Chart 34. RoE Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 35. RoE Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Chart 36. Asia Pacifc Live Chat Software Market Value, by Country, 2020-2026 (USD Billion)
Chart 37. Asia Pacifc Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 38. Asia Pacifc Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Chart 39. China Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 40. China Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Chart 41. India Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 42. India Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Chart 43. Japan Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 44. Japan Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Chart 45. Rest of APAC Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 46. Rest of APAC Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)
Chart 47. Rest of World Live Chat Software Market Value, by Type, 2020-2026 (USD Billion)
Chart 48. Rest of World Live Chat Software Market Value, by End-User, 2020-2026 (USD Billion)

Companies Mentioned

  • LogMeIn Inc.
  • Woopra Inc.
  • Provide Support LLC
  • Freshdesk Inc.
  • LivePerson Inc.
  • Zendesk Inc.
  • SnapEngage
  • Livechat Inc.
  • Olark
  • Kayako Inc

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