• Phone: +1-631-791-1145
  • Email: sales@imarcgroup.com

*As the coronavirus disease (COVID-19) crisis takes over the world, we are continuously tracking the changes in the markets, as well as the purchase behaviours of the consumers globally and our estimates about the latest market trends and forecasts are being done after considering the impact of this pandemic.

Live Chat Software Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2020-2025

Market Overview:

The global live chat software market grew at a CAGR of around 8% during 2014-2019. Live chat software is utilized by organizations and online ventures for providing immediate customer support and information in real-time. It offers quick responses, personalized customer experience, and proactive and omnichannel support, which significantly boosts sales and customer loyalty. It also provides useful data points and measurable metrics that assist the firm in optimizing customer support and capturing leads. Consequently, it finds extensive application in the healthcare, automotive, aerospace, real estate, information technology (IT) and telecommunication, travel and tourism, education and training, and banking, financial services and insurance (BFSI) industries across the globe.

Due to the sudden outbreak of the coronavirus disease (COVID-19), governments of various countries have imposed complete lockdowns. Consequently, businesses that sell their products through offline distribution channels have been closed temporarily. This, in turn, has increased the sales of food items and different products on e-commerce channels and escalated the demand for live chat software to provide 24X7 customer support and resolve their queries and issues. Other than this, on account of rapid urbanization, various small-medium enterprises (SMEs) are deploying cloud-based live chat software to provide enhanced user experience and expand their market reach. Furthermore, leading players are offering additional features, such as co-browsing and screen-sharing, social media integration, automated pop-up messages and mobile support, which is increasing the adoption of live chat software across various industries and improving their customer relationship management (CRM). Looking forward, IMARC Group expects the global live chat software market to exhibit strong growth during the next five years.

Key Market Segmentation:

IMARC Group provides an analysis of the key trends in each sub-segment of the global live chat software market report, along with forecasts for growth at the global, regional and country level from 2020-2025. Our report has categorized the market based on region, type, deployment type and application.

Breakup by Type:

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

Breakup by Deployment Type:

  • Cloud-based
  • On-premises
     

Breakup by Application:

  • BFSI
  • IT and Consulting
  • Retail and E-commerce
  • Travel and Hospitality
  • Telecommunication
  • Healthcare
  • Education
  • Others
     

Breakup by Region:

  • North America
    • United States
    • Canada
  • Asia Pacific
    • China
    • Japan
    • India
    • South Korea
    • Australia
    • Indonesia
    • Others
  • Europe
    • Germany
    • France
    • United Kingdom
    • Italy
    • Spain
    • Russia
    • Others
  • Latin America
    • Brazil
    • Mexico
    • Others
  • Middle East and Africa
     

Competitive Landscape:

The report has also analysed the competitive landscape of the market with some of the key players being Comm100 Network Corporation, Freshdesk Inc. (Freshworks Inc.), Kayako, LiveChat Inc., Liveperson Inc., Logmein Inc., Provide Support LLC, Pure Chat Inc., SnapEngage LLC and Zendesk Inc.

Key Questions Answered in This Report:

  • How has the global live chat software market performed so far and how will it perform in the coming years?
  • What has been the impact of COVID-19 on the global live chat software market?
  • What are the key regional markets?
  • What is the breakup of the market based on the type?
  • What is the breakup of the market based on the deployment type?
  • What is the breakup of the market based on the application?
  • What are the various stages in the value chain of the industry?
  • What are the key driving factors and challenges in the industry?
  • What is the structure of the global live chat software market and who are the key players?
  • What is the degree of competition in the industry?

1    Preface
2    Scope and Methodology 

    2.1    Objectives of the Study
    2.2    Stakeholders
    2.3    Data Sources
        2.3.1    Primary Sources
        2.3.2    Secondary Sources
    2.4    Market Estimation
        2.4.1    Bottom-Up Approach
        2.4.2    Top-Down Approach
    2.5    Forecasting Methodology
3    Executive Summary
4    Introduction

    4.1    Overview
    4.2    Key Industry Trends
5    Global Live Chat Software Market
    5.1    Market Overview
    5.2    Market Performance
    5.3    Impact of COVID-19
    5.4    Market Forecast
6    Market Breakup by Type
    6.1    Informational Live Chat Systems
        6.1.1 Market Trends
        6.1.2 Market Forecast
    6.2    Customer Service Live Chat Systems
        6.2.1 Market Trends
        6.2.2 Market Forecast
    6.3    Sales Live Chat Systems
        6.3.1 Market Trends
        6.3.2 Market Forecast
7    Market Breakup by Deployment Type
    7.1    Cloud-based
        7.1.1 Market Trends
        7.1.2 Market Forecast
    7.2    On-premises
        7.2.1 Market Trends
        7.2.2 Market Forecast
8    Market Breakup by Application
    8.1    BFSI
        8.1.1 Market Trends
        8.1.2 Market Forecast
    8.2    IT and Consulting
        8.2.1 Market Trends
        8.2.2 Market Forecast
    8.3    Retail and E-Commerce
        8.3.1 Market Trends
        8.3.2 Market Forecast
    8.4    Travel and Hospitality
        8.4.1 Market Trends
        8.4.2 Market Forecast
    8.5    Telecommunication
        8.5.1 Market Trends
        8.5.2 Market Forecast
    8.6    Healthcare
        8.6.1 Market Trends
        8.6.2 Market Forecast
    8.7    Education
        8.7.1 Market Trends
        8.7.2 Market Forecast
    8.8    Others
        8.8.1 Market Trends
        8.8.2 Market Forecast
9    Market Breakup by Region
    9.1    North America
        9.1.1 United States
           9.1.1.1 Market Trends
           9.1.1.2 Market Forecast
        9.1.2 Canada
           9.1.2.1 Market Trends
           9.1.2.2 Market Forecast
    9.2    Asia Pacific
        9.2.1 China
           9.2.1.1 Market Trends
           9.2.1.2 Market Forecast
        9.2.2 Japan
           9.2.2.1 Market Trends
           9.2.2.2 Market Forecast
        9.2.3 India
           9.2.3.1 Market Trends
           9.2.3.2 Market Forecast
        9.2.4 South Korea
           9.2.4.1 Market Trends
           9.2.4.2 Market Forecast
        9.2.5 Australia
           9.2.5.1 Market Trends
           9.2.5.2 Market Forecast
        9.2.6 Indonesia
           9.2.6.1 Market Trends
           9.2.6.2 Market Forecast
        9.2.7 Others
           9.2.7.1 Market Trends
           9.2.7.2 Market Forecast
    9.3    Europe
        9.3.1 Germany
           9.3.1.1 Market Trends
           9.3.1.2 Market Forecast
        9.3.2 France
           9.3.2.1 Market Trends
           9.3.2.2 Market Forecast
        9.3.3 United Kingdom
           9.3.3.1 Market Trends
           9.3.3.2 Market Forecast
        9.3.4 Italy
           9.3.4.1 Market Trends
           9.3.4.2 Market Forecast
        9.3.5 Spain
           9.3.5.1 Market Trends
           9.3.5.2 Market Forecast
        9.3.6 Russia
           9.3.6.1 Market Trends
           9.3.6.2 Market Forecast
        9.3.7 Others
           9.3.7.1 Market Trends
           9.3.7.2 Market Forecast
    9.4    Latin America
        9.4.1 Brazil
           9.4.1.1 Market Trends
           9.4.1.2 Market Forecast
        9.4.2 Mexico
           9.4.2.1 Market Trends
           9.4.2.2 Market Forecast
        9.4.3 Others
           9.4.3.1 Market Trends
           9.4.3.2 Market Forecast
    9.5    Middle East and Africa
        9.5.1 Market Trends
        9.5.2 Market Breakup by Country
        9.5.3 Market Forecast
10    SWOT Analysis
    10.1    Overview
    10.2    Strengths
    10.3    Weaknesses
    10.4    Opportunities
    10.5    Threats
11    Value Chain Analysis
12    Porters Five Forces Analysis

    12.1    Overview
    12.2    Bargaining Power of Buyers
    12.3    Bargaining Power of Suppliers
    12.4    Degree of Competition
    12.5    Threat of New Entrants
    12.6    Threat of Substitutes
13    Price Analysis
14    Competitive Landscape

    14.1    Market Structure
    14.2    Key Players
    14.3    Profiles of Key Players
        14.3.1    Comm100 Network Corporation
           14.3.1.1 Company Overview
           14.3.1.2 Product Portfolio 
        14.3.2    Freshdesk Inc. (Freshworks Inc.)
           14.3.2.1 Company Overview
           14.3.2.2 Product Portfolio
        14.3.3    Kayako
           14.3.3.1 Company Overview
           14.3.3.2 Product Portfolio 
           14.3.3.3 Financials
        14.3.4    LiveChat Inc.
           14.3.4.1 Company Overview
           14.3.4.2 Product Portfolio 
           14.3.4.3 Financials 
        14.3.5    Liveperson Inc.
           14.3.5.1 Company Overview
           14.3.5.2 Product Portfolio 
           14.3.5.3 Financials
           14.3.5.4 SWOT Analysis
        14.3.6    Logmein Inc.
           14.3.6.1 Company Overview
           14.3.6.2 Product Portfolio 
           14.3.6.3 Financials
           14.3.6.4 SWOT Analysis
        14.3.7    Provide Support LLC
           14.3.7.1 Company Overview
           14.3.7.2 Product Portfolio
        14.3.8    Pure Chat Inc.
           14.3.8.1 Company Overview
           14.3.8.2 Product Portfolio 
        14.3.9    SnapEngage LLC
           14.3.9.1 Company Overview
           14.3.9.2 Product Portfolio
        14.3.10    Zendesk Inc.
           14.3.10.1 Company Overview
           14.3.10.2 Product Portfolio 
           14.3.10.3 Financials

List of Figures

Figure 1: Global: Live Chat Software Market: Major Drivers and Challenges
Figure 2: Global: Live Chat Software Market: Sales Value (in Billion US$), 2014-2019
Figure 3: Global: Live Chat Software Market: Breakup by Type (in %), 2019
Figure 4: Global: Live Chat Software Market: Breakup by Deployment Type (in %), 2019
Figure 5: Global: Live Chat Software Market: Breakup by Application (in %), 2019
Figure 6: Global: Live Chat Software Market: Breakup by Region (in %), 2019
Figure 7: Global: Live Chat Software Market Forecast: Sales Value (in Billion US$), 2020-2025
Figure 8: Global: Live Chat Software (Informational Live Chat Systems) Market: Sales Value (in Million US$), 2014 & 2019
Figure 9: Global: Live Chat Software (Informational Live Chat Systems) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 10: Global: Live Chat Software (Customer Service Live Chat Systems) Market: Sales Value (in Million US$), 2014 & 2019
Figure 11 Global: Live Chat Software (Customer Service Live Chat Systems) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 12: Global: Live Chat Software (Sales Live Chat Systems) Market: Sales Value (in Million US$), 2014 & 2019
Figure 13: Global: Live Chat Software (Sales Live Chat Systems) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 14: Global: Live Chat Software (Cloud-based) Market: Sales Value (in Million US$), 2014 & 2019
Figure 15: Global: Live Chat Software (Cloud-based) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 16: Global: Live Chat Software (On-premises) Market: Sales Value (in Million US$), 2014 & 2019
Figure 17: Global: Live Chat Software (On-premises) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 18: Global: Live Chat Software (BFSI) Market: Sales Value (in Million US$), 2014 & 2019
Figure 19: Global: Live Chat Software (BFSI) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 20: Global: Live Chat Software (IT and Consulting) Market: Sales Value (in Million US$), 2014 & 2019
Figure 21: Global: Live Chat Software (IT and Consulting) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 22: Global: Live Chat Software (Retail and E-commerce) Market: Sales Value (in Million US$), 2014 & 2019
Figure 23: Global: Live Chat Software (Retail and E-commerce) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 24: Global: Live Chat Software (Travel and Hospitality) Market: Sales Value (in Million US$), 2014 & 2019
Figure 25: Global: Live Chat Software (Travel and Hospitality) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 26: Global: Live Chat Software (Telecommunication) Market: Sales Value (in Million US$), 2014 & 2019
Figure 27: Global: Live Chat Software (Telecommunication) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 28: Global: Live Chat Software (Healthcare) Market: Sales Value (in Million US$), 2014 & 2019
Figure 29: Global: Live Chat Software (Healthcare) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 30: Global: Live Chat Software (Education) Market: Sales Value (in Million US$), 2014 & 2019
Figure 31: Global: Live Chat Software (Education) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 32: Global: Live Chat Software (Other End Users) Market: Sales Value (in Million US$), 2014 & 2019
Figure 33: Global: Live Chat Software (Other End Users) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 34: North America: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 35: North America: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 36: United States: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 37: United States: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 38: Canada: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 39: Canada: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 40: Asia Pacific: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 41: Asia Pacific: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 42: China: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 43: China: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 44: Japan: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 45: Japan: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 46: India: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 47: India: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 48: South Korea: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 49: South Korea: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 50: Australia: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 51: Australia: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 52: Indonesia: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 53: Indonesia: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 54: Others: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 55: Others: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 56: Europe: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 57: Europe: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 58: Germany: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 59: Germany: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 60: France: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 61: France: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 62: United Kingdom: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 63: United Kingdom: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 64: Italy: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 65: Italy: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 66: Spain: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 67: Spain: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 68: Russia: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 69: Russia: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 70: Others: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 71: Others: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 72: Latin America: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 73: Latin America: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 74: Brazil: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 75: Brazil: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 76: Mexico: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 77: Mexico: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 78: Others: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 79: Others: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 80: Middle East and Africa: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
Figure 81: Middle East and Africa: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 82: Global: Live Chat Software Industry: SWOT Analysis
Figure 83: Global: Live Chat Software Industry: Value Chain Analysis
Figure 84: Global: Live Chat Software Industry: Porter’s Five Forces Analysis

List of Tables

Table 1: Global: Live Chat Software Market: Key Industry Highlights, 2019 and 2025
Table 2: Global: Live Chat Software Market Forecast: Breakup by Type (in Million US$), 2020-2025
Table 3: Global: Live Chat Software Market Forecast: Breakup by Deployment Type (in Million US$), 2020-2025
Table 4: Global: Live Chat Software Market Forecast: Breakup by Application (in Million US$), 2020-2025
Table 5: Global: Live Chat Software Market Forecast: Breakup by Region (in Million US$), 2020-2025
Table 6: Global: Live Chat Software Market Structure
Table 7: Global: Live Chat Software Market: Key Players

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