라이브 채팅 소프트웨어 시장 : 현황 분석과 예측(2023-2030년)

Live chat software is an instant messaging platform that businesses use to communicate with customers in real-time, both in-app and on websites. It allows client service representatives to provide immediate resolutions to consumer inquiries and has been found to increase conversions, improve user experience, and result in consistent conversation with the company's instant messaging software agents.

The Live Chat Software Market was valued at 872.2 million in 2022 and is expected to grow at a steady rate of around 8.89% in the forecasted period (2023-2030) owing to the increasing demand for customer service. Moreover, the rising importance of proactive engagement with clients, and the expanding use of live chat software within the retail industry all contribute to the escalating expansion of the worldwide market for live chat software.

Based on device, the market is bifurcated into mobile, and desktop. Among these, the mobile devices market has been dominating the industry, specifically smartphones, owing to their ease of use, portability, affordability, and accessibility among diverse demographics worldwide. However, desktop computers still have significant relevance in various industries such as gaming, content creation, graphic design, and software development due to their superior processing power, larger screens, and multi-tasking capabilities compared to mobile devices.

Based on the type, the market is segmented into customer service live chat systems, sales live chat systems, and informational live chat systems. Among these, the customer service live chat system segment currently leads the market in terms of adoption and growth. This is due to the increasing demand for efficient and convenient customer support, particularly among online businesses and e-commerce companies. The other two segments sales live chat systems and informational live chat systems also show promising growth potential but a trail behind the customer service segment in terms of market share.

Based on the end user, the market is categorized into healthcare, BFSI, IT & telecom, retail, and others. Among these, the IT & Telecom sector is currently the largest contributor to the Live Chat Software market, followed closely by the Retail sector. These industries have embraced the benefits of live chat technology early on, recognizing its value in improving customer engagement, reducing support costs, and enhancing overall operational efficiency. However, the Healthcare and BFSI sectors are expected to experience significant growth in the coming years as they increasingly adopt live chat solutions to improve patient care and client interaction respectively.

For a better understanding of the market adoption of Live Chat Software, the market is analyzed based on its worldwide presence in countries such as North America (U.S., Canada, and the Rest of North America), Europe (Germany, U.K., France, Spain, Italy, Rest of Europe), Asia-Pacific (China, Japan, India, Rest of Asia-Pacific), Rest of World. North America currently dominates the global live chat software market due to several factors such as high technology penetration, strong economic growth, a large enterprise base, increasing demand for improved customer experience, and supportive government policies.

Some of the major players operating in the market include Zendesk; Salesforce; Freshdesk; Intercom; LiveChat; Olark; Podium; Userlike; Crisp; HelpOnClick.

TABLE OF CONTENTS

1. MARKET INTRODUCTION

• 1.1.Market Definitions
• 1.2.Main Objective
• 1.3.Stakeholders
• 1.4.Limitation

2. RESEARCH METHODOLOGY OR ASSUMPTIONS

• 2.1.Research Process of the Live Chat Software Market
• 2.2.Research Methodology of the Live Chat Software Market
• 2.3.Respondent Profile

3. MARKET SYNOPSIS

4. EXECUTIVE SUMMARY

5. LIVE CHAT SOFTWARE MARKET REVENUE (USD MN), 2020-2030F

6. MARKET INSIGHTS BY DEVICE

• 6.1.Mobile
• 6.2.Desktop

7. MARKET INSIGHTS BY TYPE

• 7.1.Customer Service Live Chat Systems
• 7.2.Sales Live Chat Systems
• 7.3.Informational Live Chat Systems

8. MARKET INSIGHTS BY END USER

• 8.1.Healthcare
• 8.2.BFSI
• 8.3.IT & Telecom
• 8.4.Retail
• 8.5.Others

9. MARKET INSIGHTS BY REGION

• 9.1.North America
  • 9.1.1. U.S.
  • 9.1.2. Canada
  • 9.1.3. Rest of North America
• 9.2.Europe
  • 9.2.1. Germany
  • 9.2.2. U.K.
  • 9.2.3. France
  • 9.2.4. Italy
  • 9.2.5. Spain
  • 9.2.6.Rest of Europe
• 9.3.Asia-Pacific
  • 9.3.1. China
  • 9.3.2. Japan
  • 9.3.3. India
  • 9.3.4. Rest of Asia-Pacific
• 9.4.Rest of the World

10. LIVE CHAT SOFTWARE MARKET DYNAMICS

• 10.1.Market Drivers
• 10.2.Market Challenges
• 10.3.Impact Analysis

11. LIVE CHAT SOFTWARE MARKET OPPORTUNITIES

12. LIVE CHAT SOFTWARE MARKET TRENDS

13. DEMAND AND SUPPLY-SIDE ANALYSIS

• 13.1.Demand Side Analysis
• 13.2.Supply Side Analysis

14. VALUE CHAIN ANALYSIS

15. PRICING ANALYSIS

16. STRATEGIC INSIGHTS

17. COMPETITIVE SCENARIO

• 17.1.Competitive Landscape
  • 17.1.1.Porters Fiver Forces Analysis

18. COMPANY PROFILED

• 18.1.Zendesk
• 18.2.Salesforce
• 18.3.Freshdesk
• 18.4.Intercom
• 18.5.LiveChat
• 18.6.Olark
• 18.7.Podium
• 18.8.Userlike
• 18.9.Crisp
• 18.10.HelpOnClick

19. DISCLAIMER