Market Overview:
The global managed live chat service market is expected to grow at a CAGR of 10.8% during the forecast period from 2018 to 2030. The market growth can be attributed to the increasing demand for customer support and engagement services by businesses across the globe. In addition, the growing trend of BYOD (Bring Your Own Device) is also contributing to the growth of this market. The global managed live chat service market can be segmented on the basis of type into cloud-based and web-based managed chat services. The cloud-based segment is expected to grow at a higher CAGR as compared to other segments during the forecast period from 2018 to 2030 owing to its advantages such as scalability, flexibility, and cost efficiency over traditional web-based models. In terms of application, large enterprises are anticipated witness highest adoption rates for managed chat services in comparison with SMEs during the forecast period from 2018 To 2030 due high customer base.
Product Definition:
A managed live chat service is a service that provides businesses with the ability to interact with their customers in real-time through live chat. This type of service can be extremely beneficial for businesses as it allows them to provide customer support, answer questions, and resolve issues in real-time. Managed live chat services can also help businesses improve their customer satisfaction ratings, increase sales, and create loyal customers.
Cloud-Based:
Cloud-based is a service model that involves the delivery of applications, software and services using internet technology. It represents a shift from traditional or on-premise computing to cloud based computing. The primary benefit of this model is cost savings as there is no need for additional hardware or software purchases and installations. Additionally, it offers increased flexibility with no restrictions regarding location; allowing businesses to offer their services worldwide without having to invest in new servers or offices.
Web-Based:
A web-based service is a software-as-a-service (SaaS) delivery model that provides an interface to communicate with customers or users via the internet. In other words, it's a service where all the processes and operations are carried out over the web. The main aim of offering web based services is to allow remote access from any location in order to serve clients worldwide.
Application Insights:
The large enterprises segment dominated the global market in 2017. This can be attributed to the high adoption of live chat services by large enterprises to communicate with customers and resolve their issues. Large enterprises usually have a dedicated team for handling customer queries, which helps them deliver better service to their clients. Moreover, they also have a larger client base, which enables them live chat support for multiple accounts on one platform. The ability of these platforms in handling several simultaneous chats at once helps large enterprise businesses handle more transactions with less effort and time required.
Small and medium-sized businesses (SMBs) are increasingly adopting managed live chat solutions owing to various benefits offered by such services including easy access from any device anywhere, real-time communication enabled through video & audio calls between the agent.
Regional Analysis:
North America dominated the global market in 2017. The growth of this region can be attributed to the presence of a large number of managed live chat providers such as LivePerson, Inc.; Kik Interactive Inc.; and Facebook Messenger. These companies are focusing on providing advanced customer service solutions through live chat by developing new features and integrations with various platforms such as Salesforce, Microsoft Dynamics CRM, Google Analytics among others. Moreover, these companies are investing in research & development activities to develop innovative products for improved customer experience. For instance, in May 2018, LivePerson introduced Bot Framework that enables developers to build intelligent bots for any platform using any programming language and framework they choose (C# or NodeJS).
Asia Pacific is anticipated to witness significant growth over the forecast period owing high usage rates of internet services across various countries including China.
Growth Factors:
- Increasing demand for customer support and engagement services: The managed live chat service market is expected to grow at a high rate as businesses are increasingly realizing the importance of providing customer support and engagement services. Live chat is an efficient way to provide real-time support to customers, which helps in retaining them.
- Rising need for omni-channel customer support: With the increasing popularity of smartphones and other devices, customers are using multiple channels to interact with businesses. This has led to the rise in demand for omni-channel customer support solutions, such as managed live chat service, which can help businesses provide seamless customer experience across all channels.
- Growing adoption of cloud-based solutions: The managed live chat service market is expected to grow rapidly due to the growing adoption of cloud-based solutions among small and medium enterprises (SMEs). Cloud-based solutions offer several benefits such as low cost, scalability, and flexibility that help SMEs improve their operational efficiency and scale up their business quickly without any investment in infrastructure or software licensing fees.
Scope Of The Report
Report Attributes
Report Details
Report Title
Managed Live Chat Service Market Research Report
By Type
Cloud-Based, Web-Based
By Application
Large Enterprises, SMEs
By Companies
CloudTask, Chat Metrics, Smith.ai, HelpSquad, Equinox Agents, DeskMoz, Ruby, Click and Chat, CommVersion UK Ltd, LCEngage.Inc, LeadChat, Melu, Advanced Chat Solutions, Crowdio, Greechat, Handlr, KPN, Livprop, LTVPlus, Magellan Solutions, Managed Chat Canada, HelpDesk247, OctaChat, The Chat Shop, VizChat
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
137
Number of Tables & Figures
96
Customization Available
Yes, the report can be customized as per your need.
Global Managed Live Chat Service Market Report Segments:
The global Managed Live Chat Service market is segmented on the basis of:
Types
Cloud-Based, Web-Based
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
Large Enterprises, SMEs
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- CloudTask
- Chat Metrics
- Smith.ai
- HelpSquad
- Equinox Agents
- DeskMoz
- Ruby
- Click and Chat
- CommVersion UK Ltd
- LCEngage.Inc
- LeadChat
- Melu
- Advanced Chat Solutions
- Crowdio
- Greechat
- Handlr
- KPN
- Livprop
- LTVPlus
- Magellan Solutions
- Managed Chat Canada
- HelpDesk247
- OctaChat
- The Chat Shop
- VizChat
Highlights of The Managed Live Chat Service Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- Cloud-Based
- Web-Based
- By Application:
- Large Enterprises
- SMEs
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Managed Live Chat Service Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
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8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Managed live chat service is a type of customer service that allows businesses to manage their interactions with customers through an online interface. Managed live chat services allow businesses to automate and manage customer support interactions, including responding to inquiries, providing updates on product status, and resolving issues.
Some of the major companies in the managed live chat service market are CloudTask, Chat Metrics, Smith.ai, HelpSquad, Equinox Agents, DeskMoz, Ruby, Click and Chat, CommVersion UK Ltd, LCEngage.Inc, LeadChat, Melu, Advanced Chat Solutions, Crowdio, Greechat, Handlr, KPN, Livprop, LTVPlus, Magellan Solutions, Managed Chat Canada, HelpDesk247, OctaChat, The Chat Shop, VizChat.
The managed live chat service market is expected to grow at a compound annual growth rate of 10.8%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Managed Live Chat Service Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Managed Live Chat Service Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Managed Live Chat Service Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Managed Live Chat Service Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Managed Live Chat Service Market Size & Forecast, 2018-2028
4.5.1 Managed Live Chat Service Market Size and Y-o-Y Growth
4.5.2 Managed Live Chat Service Market Absolute $ Opportunity
Chapter 5 Global Managed Live Chat Service Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Managed Live Chat Service Market Size Forecast by Type
5.2.1 Cloud-Based
5.2.2 Web-Based
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Managed Live Chat Service Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Managed Live Chat Service Market Size Forecast by Applications
6.2.1 Large Enterprises
6.2.2 SMEs
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Managed Live Chat Service Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Managed Live Chat Service Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Managed Live Chat Service Analysis and Forecast
9.1 Introduction
9.2 North America Managed Live Chat Service Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Managed Live Chat Service Market Size Forecast by Type
9.6.1 Cloud-Based
9.6.2 Web-Based
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Managed Live Chat Service Market Size Forecast by Applications
9.10.1 Large Enterprises
9.10.2 SMEs
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Managed Live Chat Service Analysis and Forecast
10.1 Introduction
10.2 Europe Managed Live Chat Service Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Managed Live Chat Service Market Size Forecast by Type
10.6.1 Cloud-Based
10.6.2 Web-Based
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Managed Live Chat Service Market Size Forecast by Applications
10.10.1 Large Enterprises
10.10.2 SMEs
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Managed Live Chat Service Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Managed Live Chat Service Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Managed Live Chat Service Market Size Forecast by Type
11.6.1 Cloud-Based
11.6.2 Web-Based
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Managed Live Chat Service Market Size Forecast by Applications
11.10.1 Large Enterprises
11.10.2 SMEs
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Managed Live Chat Service Analysis and Forecast
12.1 Introduction
12.2 Latin America Managed Live Chat Service Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Managed Live Chat Service Market Size Forecast by Type
12.6.1 Cloud-Based
12.6.2 Web-Based
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Managed Live Chat Service Market Size Forecast by Applications
12.10.1 Large Enterprises
12.10.2 SMEs
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Managed Live Chat Service Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Managed Live Chat Service Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Managed Live Chat Service Market Size Forecast by Type
13.6.1 Cloud-Based
13.6.2 Web-Based
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Managed Live Chat Service Market Size Forecast by Applications
13.10.1 Large Enterprises
13.10.2 SMEs
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Managed Live Chat Service Market: Competitive Dashboard
14.2 Global Managed Live Chat Service Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 CloudTask
14.3.2 Chat Metrics
14.3.3 Smith.ai
14.3.4 HelpSquad
14.3.5 Equinox Agents
14.3.6 DeskMoz
14.3.7 Ruby
14.3.8 Click and Chat
14.3.9 CommVersion UK Ltd
14.3.10 LCEngage.Inc
14.3.11 LeadChat
14.3.12 Melu
14.3.13 Advanced Chat Solutions
14.3.14 Crowdio
14.3.15 Greechat
14.3.16 Handlr
14.3.17 KPN
14.3.18 Livprop
14.3.19 LTVPlus
14.3.20 Magellan Solutions
14.3.21 Managed Chat Canada
14.3.22 HelpDesk247
14.3.23 OctaChat
14.3.24 The Chat Shop
14.3.25 VizChat
