The chat software industry is in its evolving stage; the market for live chat software is yet to be fully grown in Europe and APAC. The adoption rate of live chat software is increasing among end-users. For instance, the number of users of LiveChat solution, one of the leading live chat software providers, increased by 794 in two months (June and July 2016). The major end-users include enterprises and

universities. The clients of live chat software range from small on-line stores to global brands such as Pizza Hut, AirAsia, Kaspersky Lab, Orange, Adobe,Samsung, and Tele2.Vendors such as SnapEngage and LiveChat are adding more features, such as knowledge database integration, language support for different countries or regions, and automatic reporting to enable users to monitor real-time activity, into their software. Such activities by vendors will drive the market during the forecast period.

PART 01: Executive summary 5

Highlights 5

PART 02: Scope of the report 6

Market overview 6

End-user segmentation 6

Geographical information 7

Vendor selection 7

Summation errors 7

Currency exchange rates 7

PART 03: Market research methodology 9

Research methodology 9

Economic indicators 9

PART 04: Introduction 10

Key market highlights 10

Evolution of live chat software 11

PART 05: Benefits of live chat software 12

Improved customer satisfaction 12

Increased sales 12

Enhanced customer engagement 12

Reduced expenses 13

Improved business intelligence 13

PART 06: Market landscape 14

Market overview 14

Market size and forecast 15

PART 07: Market segmentation by end-user 17

Global live chat software market by end-user 17

Retail and e-commerce 17

Travel and hospitality 18

IT and consulting 19

Telecommunication 20

Pharmaceutical 20

PART 08: Geographical segmentation 22

Global live chat software market by geography 22

Americas 24

EMEA 25

APAC 26

PART 09: Market drivers 28

Increased need to improve CRM 28

Increase in adoption of live chat software in healthcare

insurance industry 28

Advantages of live chat over other customer support

options 29

PART 10: Impact of drivers 31

PART 11: Market challenges 32

Requirement of compliances 32

Increasing demand for web self-service 33

Lack of standardization 34

PART 12: Impact of drivers and challenges 35

PART 13: Market trends 36

Live chat software integration with social media 36

Increase in mobility 36

Growing popularity of live chat 37

PART 14: Impact of trends 38

PART 15: Five forces model 39

PART 16: Vendor landscape 40

Competitive scenario 40

Top-vendor offerings 41

Vendor matrix 41

PART 17: Key vendor analysis 44

Competitive analysis 44

Vendor profiles 45

PART 18: Prominent vendors 50

PART 19: Assumptions 54

Market assumptions 54

PART 20: Appendix 56

List of abbreviations 56

PART 21: Explore Technavio 57