세계의 라이브 채팅 소프트웨어 시장 보고서(2025년)
Live Chat Software Global Market Report 2025
상품코드 : 1727857
리서치사 : The Business Research Company
발행일 : On Demand Report
페이지 정보 : 영문 175 Pages
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한글목차

라이브 채팅 소프트웨어 시장 규모는 향후 수년간 급성장할 것으로 예측됩니다. 2029년에는 CAGR 11.11%로 성장할 전망이며, 20억 6,000만 달러로 성장이 예측됩니다. 예측 기간 동안의 성장은 디지털 커뮤니케이션 채널 채택 증가, 고객 관계 관리 강화 요구 증가, 전자상거래 및 온라인 소매 대두, 셀프 서비스 툴에 대한 기호 증가, 리모트 워크 확대와 같은 요인에 기인할 것으로 보입니다. 이 시기 주요 동향으로는 기술 진보, AI 및 머신러닝과의 통합, CRM 툴과의 원활한 통합, 옴니채널 전략 채택, 인터넷 보급률 향상 등을 들 수 있습니다.

전자상거래의 성장은 향후 라이브 채팅 소프트웨어 시장의 확대를 이끌 것으로 예측됩니다. 전자상거래란 디지털 플랫폼을 통해 상품이나 서비스를 온라인으로 사고 파는 것으로, 기업과 소비자가 인터넷상에서 거래를 할 수 있도록 합니다. 전자상거래 성장 요인으로는 인터넷 접근성 증가, 온라인 쇼핑 편의성, 선진적 디지털 결제 시스템, 모바일 커머스, 로지스틱스 개선, 효과적인 온라인 마케팅 등을 들 수 있습니다. 전자상거래 시스템은 실시간 고객 지원, 사용자 경험 향상, 전환율 향상, 신속한 지원과 개인화된 소통을 통한 고객 로열티 조성을 통해 전자상거래를 지원합니다. 예를 들어 2024년 11월 미국 정부기관인 미국 인구조사국은 2024년 2분기 미국의 소매 전자상거래 매출액이 추정 2,823억 달러에 달했으며, 2023년 1분기와 비교해 5.3% 증가했다고 보고했습니다. 그 결과 전자상거래의 성장이 라이브 채팅 소프트웨어 시장의 성장에 박차를 가하고 있습니다.

라이브 채팅 소프트웨어 시장에서 사업을 전개하는 기업은 실시간 커뮤니케이션 개선, 지원 프로세스의 합리화, 종합적인 고객 만족도 향상을 목적으로 고객 참여 플랫폼 등 혁신적인 플랫폼 개척에 주력하고 있습니다. 고객 참여 플랫폼이란 기업이 여러 채널에 걸쳐 고객과의 소통을 관리하고 실시간 지원, 자동화, 분석을 제공함으로써 개인화 및 서비스 효율성을 높이는 것을 지원하는 소프트웨어 솔루션입니다. 예를 들어 2024년 4월 싱가포르에 본사를 둔 Reve Chat Pte. Ltd.는 REVE Chat 버전 4.0을 발표했습니다. 이 버전은 인스턴트 메시징(IM)과 라이브 채팅 기능을 결합해 기업이 일반적인 IM 플랫폼과 같은 선진적 메시징 기능을 사용해 실시간으로 고객과 소통하고 원활한 커뮤니케이션을 확보할 수 있게 합니다. 이 플랫폼의 주요 기능에는 맞춤형 채팅 위젯, 플랫폼 간 커뮤니케이션을 통일하는 멀티채널 지원, 챗봇을 통한 지능형 자동화, 사용자와의 소통을 모니터링하는 선진적 분석 기능 등이 있습니다.

목차

제1장 주요 요약

제2장 시장 특징

제3장 시장 동향 및 전략

제4장 시장-거시경제 시나리오 금리, 인플레이션, 지정학, 신형 코로나 바이러스 감염의 영향과 회복이 시장에 미치는 영향을 포함한 거시경제 시나리오

제5장 세계의 성장 분석 및 전략 분석 프레임워크

제6장 시장 세분화

제7장 지역별 및 국가별 분석

제8장 아시아태평양 시장

제9장 중국 시장

제10장 인도 시장

제11장 일본 시장

제12장 호주 시장

제13장 인도네시아 시장

제14장 한국 시장

제15장 서유럽 시장

제16장 영국 시장

제17장 독일 시장

제18장 프랑스 시장

제19장 이탈리아 시장

제20장 스페인 시장

제21장 동유럽 시장

제22장 러시아 시장

제23장 북미 시장

제24장 미국 시장

제25장 캐나다 시장

제26장 남미 시장

제27장 브라질 시장

제28장 중동 시장

제29장 아프리카 시장

제30장 경쟁 구도 및 기업 프로파일

제31장 기타 주요 기업 및 혁신 기업

제32장 세계 시장 경쟁 벤치마킹 및 대시보드

제33장 주요 인수합병(M&A)

제34장 최근 시장 동향

제35장 시장의 잠재력이 높은 국가, 부문 및 전략

제36장 부록

AJY
영문 목차

영문목차

Live chat software is a digital tool or application that facilitates real-time communication between businesses and their customers or website visitors via a chat interface. It is commonly integrated into websites, mobile apps, or customer support systems, enabling users to start conversations with support agents or automated chatbots.

The main types of live chat software include customer service live chat systems, sales live chat systems, informational live chat systems, and others. Customer service live chat systems are platforms that allow businesses to interact with customers in real time, offering immediate support and assistance through text-based communication. These systems are accessible on both mobile and desktop devices, with deployment options available in both cloud-based and on-premises formats. They cater to various industries, including healthcare, banking, financial services, insurance, pharmaceuticals, telecommunications, information technology, travel and hospitality, retail and e-commerce, among others.

The live chat software market research report is one of a series of new reports from The Business Research Company that provides live chat software market statistics, including the live chat software industry global market size, regional shares, competitors with the live chat software market share, detailed live chat software market segments, market trends, and opportunities, and any further data you may need to thrive in the live chat software industry. This live chat software market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenarios of the industry.

The live chat software market size has grown rapidly in recent years. It will grow from $1.21 billion in 2024 to $1.35 billion in 2025 at a compound annual growth rate (CAGR) of 11.37%. The growth during the historic period can be attributed to several factors, including heightened customer expectations for real-time assistance, a stronger focus on customer satisfaction and retention, the growing adoption of cloud-based solutions, increased digital transformation, and the rise of mobile commerce.

The live chat software market size is expected to see rapid growth in the next few years. It will grow to $2.06 billion in 2029 at a compound annual growth rate (CAGR) of 11.11%. The growth during the forecast period can be attributed to factors such as the increasing adoption of digital communication channels, a growing need to enhance customer relationship management, the rise of e-commerce and online retail, a rising preference for self-service tools, and the expansion of remote work. Key trends in this period include technological advancements, integration with AI and machine learning, seamless integration with CRM tools, adoption of omnichannel strategies, and improvements in internet penetration.

The growth of e-commerce is expected to drive the expansion of the live chat software market in the future. E-commerce involves the online buying and selling of goods and services through digital platforms, allowing businesses and consumers to engage in transactions over the internet. Factors contributing to the growth of e-commerce include increased internet access, the convenience of online shopping, advanced digital payment systems, mobile commerce, improved logistics, and effective online marketing. Live chat software systems support e-commerce by providing real-time customer support, enhancing user experience, boosting conversion rates, and fostering customer loyalty through immediate assistance and personalized communication. For example, in November 2024, the United States Census Bureau, a US-based government agency, reported that U.S. retail e-commerce sales for the second quarter of 2024 reached an estimated $282.3 billion, a 5.3% increase compared to the first quarter of 2023. As a result, the growth of e-commerce is fueling the growth of the live chat software market.

Companies operating in the live chat software market are focusing on developing innovative platforms, such as customer engagement platforms, to improve real-time communication, streamline support processes, and enhance overall customer satisfaction. A customer engagement platform is a software solution that helps businesses manage interactions with customers across multiple channels, providing real-time support, automation, and analytics for greater personalization and service efficiency. For example, in April 2024, Reve Chat Pte. Ltd., a Singapore-based company that offers customer communication platforms, launched REVE Chat Version 4.0. This version combines instant messaging (IM) and live chat functionalities, enabling businesses to engage with customers in real-time using advanced messaging features similar to popular IM platforms, ensuring seamless communication. Key features of the platform include customizable chat widgets, multi-channel support to unify communication across platforms, intelligent automation via chatbots, and advanced analytics to monitor user interactions.

In March 2024, Zendesk Inc., a Denmark-based software-as-a-service company, acquired Ultimate.ai for an undisclosed amount. The acquisition is aimed at enhancing Zendesk's customer experience offerings by incorporating advanced AI-driven automation capabilities, enabling more efficient and proactive customer support solutions. Ultimate.ai GmbH, a Germany-based company, specializes in AI-powered virtual agents that improve customer service for businesses.

Major players in the live chat software market are Salesforce Inc., Tidio Inc., Zendesk Inc., Zoho Corporation Pvt. Ltd., Freshworks Inc., Intercom Inc., LivePerson Inc., Kayako Inc., Drift Interactive Inc., Helpshift Inc., Acquire Technologies Inc., Reamaze Inc., JivoChat Inc., Olark Live Chat Inc., SnapEngage LLC, Provide Support LLC, Chaport Inc., Pure Chat Inc., ClickDesk Inc., Userlike GmbH, Smartsupp Inc., HelpCrunch Inc., Woopra Inc.

North America was the largest region in the live chat software market in 2024. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in live chat software report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East and Africa.

The countries covered in the live chat software market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain.

The live chat software market consists of revenues earned by entities by providing services such as customer support solutions, sales and lead generation tools, integration capabilities, analytics and reporting services, customization and personalization features, and artificial intelligence (AI) tools. The market value includes the value of related goods sold by the service provider or included within the service offering. The live chat software market also includes sales of products including customer service live chat systems, sales live chat systems, informational live chat systems, integration tools, chatbots and AI solutions, and analytics and reporting tools. Values in this market are 'factory gate' values, that is, the value of goods sold by the manufacturers or creators of the goods, whether to other entities (including downstream manufacturers, wholesalers, distributors, and retailers) or directly to end customers. The value of goods in this market includes related services sold by the creators of the goods.

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).

The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.

Live Chat Software Global Market Report 2025 from The Business Research Company provides strategists, marketers and senior management with the critical information they need to assess the market.

This report focuses on live chat software market which is experiencing strong growth. The report gives a guide to the trends which will be shaping the market over the next ten years and beyond.

Reasons to Purchase

Where is the largest and fastest growing market for live chat software ? How does the market relate to the overall economy, demography and other similar markets? What forces will shape the market going forward? The live chat software market global report from the Business Research Company answers all these questions and many more.

The report covers market characteristics, size and growth, segmentation, regional and country breakdowns, competitive landscape, market shares, trends and strategies for this market. It traces the market's historic and forecast market growth by geography.

The forecasts are made after considering the major factors currently impacting the market. These include the Russia-Ukraine war, rising inflation, higher interest rates, and the legacy of the COVID-19 pandemic.

Scope

Table of Contents

1. Executive Summary

2. Live Chat Software Market Characteristics

3. Live Chat Software Market Trends And Strategies

4. Live Chat Software Market - Macro Economic Scenario Macro Economic Scenario Including The Impact Of Interest Rates, Inflation, Geopolitics And Covid And Recovery On The Market

5. Global Live Chat Software Growth Analysis And Strategic Analysis Framework

6. Live Chat Software Market Segmentation

7. Live Chat Software Market Regional And Country Analysis

8. Asia-Pacific Live Chat Software Market

9. China Live Chat Software Market

10. India Live Chat Software Market

11. Japan Live Chat Software Market

12. Australia Live Chat Software Market

13. Indonesia Live Chat Software Market

14. South Korea Live Chat Software Market

15. Western Europe Live Chat Software Market

16. UK Live Chat Software Market

17. Germany Live Chat Software Market

18. France Live Chat Software Market

19. Italy Live Chat Software Market

20. Spain Live Chat Software Market

21. Eastern Europe Live Chat Software Market

22. Russia Live Chat Software Market

23. North America Live Chat Software Market

24. USA Live Chat Software Market

25. Canada Live Chat Software Market

26. South America Live Chat Software Market

27. Brazil Live Chat Software Market

28. Middle East Live Chat Software Market

29. Africa Live Chat Software Market

30. Live Chat Software Market Competitive Landscape And Company Profiles

31. Live Chat Software Market Other Major And Innovative Companies

32. Global Live Chat Software Market Competitive Benchmarking And Dashboard

33. Key Mergers And Acquisitions In The Live Chat Software Market

34. Recent Developments In The Live Chat Software Market

35. Live Chat Software Market High Potential Countries, Segments and Strategies

36. Appendix

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