Live Chat Software Market Size to Grow USD 1.7 Billion by 2030 at a CAGR of 8.8% | Valuates Reports

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10 Nov, 2023, 16:43 GMT

BANGALORE, India, Nov. 10, 2023 /PRNewswire/ -- Live Chat Software Market is Segmented By End User (Retail And Ecommerce, Telecommunication And IT, BFSI, Travel And Hospitality, Education, Healthcare, Others), By Product Type (Customer Service Live Chat System, Informational Live Chat System, Sales Live Chat System), By Device Type (Mobile, Desktop): Global Opportunity Analysis And Industry Forecast, 2020-2030.

The Global Live Chat Software Market was valued at USD 755.23 Million in 2020, and is projected to reach USD 1.7 Billion by 2030, growing at a CAGR of 8.8% from 2021 to 2030.

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Major Factors Driving the Growth of Live Chat Software Market:

The rising popularity of live chat, as some people prefer using it for online purchasing inquiries, is fueling the growth of the worldwide live chat software market. Additionally, as customer relationship management (CRM) becomes more important for efficient revenue creation in any business, the market is growing due to the benefits that live chat software offers over traditional customer service.

On the other hand, this industry is anticipated to see significant growth from the integration of social media and live chat software. Furthermore, the sector for live chat software is anticipated to see development as more people become aware of the advantages of live chat software, which include improved customer engagement, higher sales, lower costs, and more.

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TRENDS INFLUENCING THE GROWTH OF LIVE CHAT SOFTWARE MARKET:

One of the main factors propelling the expansion of the live chat software market is the unwavering focus on providing extraordinary client experiences. Companies in all sectors understand that instantaneous interaction via live chat may improve client happiness, address problems quickly, and build enduring connections with clients. The desire to offer prompt, individualised assistance is what's driving the transition from traditional customer care channels to live chat, which will eventually result in greater customer retention rates.

Live chat software is becoming more and more popular due to the steady rise in online sales and e-commerce. Live chat is being included by online merchants more often onto their websites in an effort to assist customers with the purchasing process, respond to questions about specific products, and lower cart abandonment rates.

Customer interactions have been completely transformed by the incorporation of chatbots and artificial intelligence (AI) in live chat software. Artificial intelligence (AI)-powered chatbots can answer common questions, respond quickly, and even help with difficult jobs, greatly increasing productivity and cutting down on response times. Businesses may now provide a more automated and efficient customer support experience because to the growing sophistication of AI-driven live chat software.

One benefit of live chat software is its round-the-clock accessibility, which allows businesses to interact with clients in various time zones and geographical locations. For multinational corporations, international customer service teams, and businesses catering to a diversified clientele, this capacity is essential.

The constant availability improves customerLive chat is a very affordable customer support channel, which is a big incentive for companies looking to maximise their resources. Live chat eliminates the need for a large staff by allowing customer care personnel to handle many chat sessions at once, in contrast to traditional call centres. This cost-effectiveness is especially appealing to companies who want to offer good customer service without having to raise operating costs dramatically.

Businesses are using live chat software more and more to provide clients and website visitors with immediate support. This programme has text chat, video, help desk, and CRM functions. Live chat software, which easily interacts with end users' current help desk, e-commerce, and CRM systems, is becoming more and more popular. Furthermore, the software's capacity to offer practical features including sharing conversations, archiving, preference settings for chat windows and reminders, and reporting tools has contributed to its growing appeal across business verticals.

Many businesses have combined live chat software with CRM systems to enhance the user experience for both current clients and prospective leads. They may accelerate troubleshooting and issue resolution, which are crucial when a consumer is unsatisfied with the services, by having a history of a person's interactions with the firm, their account information, and recent purchases. Utilising live chat software enhances customer relationship management by skillfully and quickly handling problems. By saving businesses money and safeguarding their clientele, this raises satisfaction and increases retention rates, which propels the expansion of the live chat software industry.

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LIVE CHAT SOFTWARE MARKET SHARE ANALYSIS

In 2020, the live chat software market share was dominated by the customer service live chat system segment, and this trend is anticipated to continue in the following years based on product. Live chat platforms for customer support significantly minimise the time and effort required for users to get the answers they need.

In 2020, the live chat software market was dominated by the retail and e-commerce segment based on end user usage.  Retailers may establish a connection with customers before, during, and after a transaction by using online chat software. Many shops favour them because they may cross-sell or upsell products, which lessens the need for them to handle customer care complaints in the future.

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Key Companies:

  • LOGMEIN, INC
  • ZENDESK
  • KAYAKO, INC
  • PROVIDE SUPPORT LLC
  • WOOPRA, INC
  • OLARK
  • LIVEPERSON, INC
  • SNAPENGAGE
  • LIVECHAT, INC
  • FRESHDESK, INC

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