Live chat is real-time communication software used mainly by website providers to communicate directly with visitors on their websites by fusing survey forms, instant messaging, or chat. It allows real-time communication among two users through a connected device, which is suitable for low to moderately complex product support. Live chat software is based on the client-server model, enabling the client to start a session after logging into the user account. The constant expansion of fame of live chat, development deprived to enhance customer relationship management (CRM), and benefits of live chat software compared to conventional client support will propel the development of the market. The increase in concentration on real-time communication in various industries is due to the increase in the budget of the live chat software in companies. In addition, this software has also played a vital role in its advantages, including improved website experience, increased average order value, increased sales, lead generation, and a better understanding of customer requirements. Apart from that, the rising demand for web self-service and absence of standardization is likely to impede the live chat software market growth. The Live Chat Software Market is anticipated to grow at the rate of 7.29% CAGR by 2026.

Research Methodology:

The Live Chat Software Market has been analyzed by utilizing the optimum combination of secondary sources and in-house methodology and a unique balance of primary insights. The real-time valuation of the market is an integral part of our forecasting and market sizing methodology. Industry experts and our primary participants have helped to compile related aspects with accurate parametric estimations for a complete study. The primary participants share is given below:

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

1. Executive Summary
2. Industry Outlook
   1. Industry Overview
   2. Industry Trends
3. Market Snapshot
   1. Market Definition
   2. Market Outlook
      1. Porter Five Forces
   3. Related Markets
4. Market characteristics
   1. Market Overview
   2. Market Segmentation
   3. Market Dynamics
      1. Drivers
      2. Restraints
      3. Opportunities
   4. DRO - Impact Analysis
5. Type: Market Size & Analysis
   1. Overview
   2. Customer Service Live Chat Systems
   3. Informational Service Live Chat Systems
   4. Sales Live Chat Systems
6. End-User: Market Size & Analysis
   1. Overview
   2. Retail & Ecommerce
   3. Travel & Hospitality
   4. Healthcare
   5. BFSI
   6. Media & Entertainment
   7. Telecom & IT
   8. Government
   9. Others
7. Geography: Market Size & Analysis
   1. Overview
   2. North America
   3. Europe
   4. Asia Pacific
   5. Rest of the World
8. Competitive Landscape
   1. Competitor Comparison Analysis
   2. Market Developments
      1. Mergers and Acquisitions, Legal, Awards, Partnerships
      2. Product Launches and execution
9. Vendor Profiles
   1. LogMeIn, Inc.
      1. Overview
      2. Financial Overview
      3. Product Offerings
      4. Developments
      5. Business Strategy
   2. Woopra, Inc.
      1. Overview
      2. Financial Overview
      3. Product Offerings
      4. Developments
      5. Business Strategy
   3. Provide Support LLC
      1. Overview
      2. Financial Overview
      3. Product Offerings
      4. Developments
      5. Business Strategy
   4. Freshdesk, Inc.
      1. Overview
      2. Financial Overview
      3. Product Offerings
      4. Developments
      5. Business Strategy
   5. LivePerson, Inc.
      1. Overview
      2. Financial Overview
      3. Product Offerings
      4. Developments
      5. Business Strategy
   6. Zendesk Inc.
      1. Overview
      2. Financial Overview
      3. Product Offerings
      4. Developments
      5. Business Strategy
   7. SnapEngage
      1. Overview
      2. Financial Overview
      3. Product Offerings
      4. Developments
      5. Business Strategy
   8. Livechat, Inc.
      1. Overview
      2. Financial Overview
      3. Product Offerings
      4. Developments
      5. Business Strategy
   9. Olark
      1. Overview
      2. Financial Overview
      3. Product Offerings
      4. Developments
      5. Business Strategy
   10. Kayako, Inc
       1. Overview
       2. Financial Overview
       3. Product Offerings
       4. Developments
       5. Business Strategy
10. Analyst Opinion
11. Annexure
    1. Report Scope
    2. Market Definitions
    3. Research Methodology
       1. Data Collation and In-house Estimation
       2. Market Triangulation
       3. Forecasting
    4. Report Assumptions
    5. Declarations
    6. Stakeholders
    7. Abbreviations