Live Chat Software

Global Market Trajectory & Analytics

MCP13068

EXECUTIVE ENGAGEMENTS

POOL

432
Number of executives repeatedly engaged by snail & email outreach

INTERACTIONS

86
Interactions with Platform & by Email

PARTICIPANTS

17
Unique # Participated

VALIDATIONS

7
Responses Validated*

COMPANIES

46
Responses Validated*
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DATE

APR 2021

TABLES

66

PAGES

142

EDITION

9

PRICE

USD 4950

CODE

MCP13068


COMPETITIVE METRICS

COMPANY

D S N T

% *

Activa Live

Aria Telecom Solutions Pvt. Ltd.

ArrowChat

Bconnect

BoatChat.com

Botmind

Callitech Limited

CarChat24

Chat Heroes

ChatBeacon

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HIGHLIGHTS & REPORT INDEX

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 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.
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 PLAYERS

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.

SEGMENTS

» End-Use (IT & Telecom, Retail, BFSI, Travel & Hospitality, Manufacturing, Other End-Uses)

GEOGRAPHIES

» World » United States » Canada » Japan » China » Europe » France » Germany » Italy » United Kingdom » and Rest of Europe » Asia-Pacific » Rest of World

TABLE OF CONTENTS

1. MARKET OVERVIEW
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
2. FOCUS ON SELECT PLAYERS
3. MARKET TRENDS & DRIVERS
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: 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: E-Commerce Sales as % of Global Retail Sales for the Years 2015-2025
EXHIBIT: Retail E-Commerce Sales Growth by Region (%) for 2019
EXHIBIT: 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: 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
4. GLOBAL MARKET PERSPECTIVE
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
UNITED STATES
Active Players in United States
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
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
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
CANADA
Active Players in Canada
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
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
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
JAPAN
Active Players in Japan
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
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
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
CHINA
Active Players in China
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
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
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
EUROPE
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
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
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
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
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
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
FRANCE
Active Players in France
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
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
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
GERMANY
Active Players in Germany
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
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
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
ITALY
Active Players in Italy
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
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
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
UNITED KINGDOM
Active Players in United Kingdom
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
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
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
REST OF EUROPE
Active Players in Rest of Europe
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
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
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
ASIA-PACIFIC
Active Players in Asia-Pacific
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
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
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
REST OF WORLD
Active Players in Rest of World
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
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
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
Total Companies Profiled: 46

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