即时聊天软体市场：现况分析与预测（2023-2030）

2022 年，即时聊天软体市场价值将达到 8.722 亿美元，由于客户服务需求不断增长，预计在预测期内（2023-2030 年）将以 8.89% 左右的速度稳定增长。此外，主动客户参与的重要性日益增加，以及零售业即时聊天软体的使用不断增加，都有助于全球即时聊天软体市场的扩张。

即时聊天软体市场依装置分为行动装置和桌面装置。其中，行动装置市场占据主导地位，尤其是智慧型手机，因为它们易于使用、便携、经济实惠，并且可以接触到世界各个领域。然而，与行动装置相比，桌上型电脑由于其卓越的处理能力、更大的萤幕和多任务处理能力，仍然在游戏、内容创作、图形设计和软体开发等多个行业中发挥着重要作用。

根据类型，市场分为客户服务即时聊天系统、销售即时聊天系统和资讯即时聊天系统。其中，客户服务即时聊天系统领域目前在采用和成长方面领先于市场。这是由于对高效、便捷的客户支援的需求不断增长，尤其是线上企业和电子商务公司。另外两个细分市场，销售即时聊天系统和资讯即时聊天系统，也显示出良好的成长潜力，但在市场占有率方面落后于客户服务细分市场。

根据最终用户，市场分为医疗保健、BFSI、IT 和电信、零售等。其中，IT和通讯产业目前对即时聊天软体市场的贡献最大，其次是零售业。这些行业是即时聊天技术优势的早期采用者，认识到其在提高客户参与度、降低支援成本和提高整体营运效率方面的价值。然而，医疗保健和 BFSI 行业预计在未来几年将出现显着增长，因为它们分别扩大采用即时聊天解决方案来改善患者护理和客户互动。

为了更瞭解即时聊天软体市场的采用情况，我们将市场分为北美（美国、加拿大、北美其他地区）、欧洲（德国、英国、法国、西班牙、义大利、欧洲其他地区）、亚太地区（中国、日本）、印度和亚太地区其他地区）以及世界其他地区。目前，由于技术渗透率高、经济成长强劲、企业基础庞大、对改善客户体验的需求不断增加以及政府支援政策等因素，北美在全球即时聊天软体市场占据主导地位。

市场上的一些主要参与者包括 Zendesk、Salesforce、Freshdesk、Intercom、LiveChat、Olark、Podium、Userlike、Crisp 和 HelpOnClick。

目录

第一章 市场介绍

• 市场定义
• 主要目标
• 利益相关者
• 限制

第二章 研究方法或前提条件

• 调查过程
• 调查方法
• 受访者简介

第三章市场总结

第 4 章执行摘要

第五章 2020-2030 年即时聊天软体市场收入

第 6 章市场洞察：依设备

• Mobile
• 桌面

第 7 章市场洞察：依类型

• 客户服务即时聊天系统
• 销售即时聊天系统
• 资讯即时聊天系统

第 8 章市场洞察：依最终用户分类

• 卫生保健
• BFSI
• IT/通讯
• 零售
• 其他

第9章市场洞察：依地区

• 北美
  • 美国
  • 加拿大
  • 其他北美
• 欧洲
  • 德国
  • 英国
  • 法国
  • 义大利
  • 西班牙
  • 欧洲其他地区
• 亚太地区
  • 中国
  • 日本
  • 印度
  • 亚太其他地区
• 世界其他地区

第10章即时聊天软体市场动态

• 市场驱动力
• 市场课题
• 影响分析

第十一章即时聊天软体市场机会

第十二章即时聊天软体市场趋势

第十三章需求面与供给面分析

• 需求面分析
• 供给侧分析

第十四章价值链分析

第15章价格分析

第十六章战略洞察

第17章 竞争场景

• 竞争格局
  • 波特五力分析

第十八章 公司简介

• Zendesk
• Salesforce
• Freshdesk
• Intercom
• LiveChat
• Olark
• Podium
• Userlike
• Crisp
• HelpOnClick

第19章 免责声明

Live chat software is an instant messaging platform that businesses use to communicate with customers in real-time, both in-app and on websites. It allows client service representatives to provide immediate resolutions to consumer inquiries and has been found to increase conversions, improve user experience, and result in consistent conversation with the company's instant messaging software agents.

The Live Chat Software Market was valued at 872.2 million in 2022 and is expected to grow at a steady rate of around 8.89% in the forecasted period (2023-2030) owing to the increasing demand for customer service. Moreover, the rising importance of proactive engagement with clients, and the expanding use of live chat software within the retail industry all contribute to the escalating expansion of the worldwide market for live chat software.

Based on device, the market is bifurcated into mobile, and desktop. Among these, the mobile devices market has been dominating the industry, specifically smartphones, owing to their ease of use, portability, affordability, and accessibility among diverse demographics worldwide. However, desktop computers still have significant relevance in various industries such as gaming, content creation, graphic design, and software development due to their superior processing power, larger screens, and multi-tasking capabilities compared to mobile devices.

Based on the type, the market is segmented into customer service live chat systems, sales live chat systems, and informational live chat systems. Among these, the customer service live chat system segment currently leads the market in terms of adoption and growth. This is due to the increasing demand for efficient and convenient customer support, particularly among online businesses and e-commerce companies. The other two segments sales live chat systems and informational live chat systems also show promising growth potential but a trail behind the customer service segment in terms of market share.

Based on the end user, the market is categorized into healthcare, BFSI, IT & telecom, retail, and others. Among these, the IT & Telecom sector is currently the largest contributor to the Live Chat Software market, followed closely by the Retail sector. These industries have embraced the benefits of live chat technology early on, recognizing its value in improving customer engagement, reducing support costs, and enhancing overall operational efficiency. However, the Healthcare and BFSI sectors are expected to experience significant growth in the coming years as they increasingly adopt live chat solutions to improve patient care and client interaction respectively.

For a better understanding of the market adoption of Live Chat Software, the market is analyzed based on its worldwide presence in countries such as North America (U.S., Canada, and the Rest of North America), Europe (Germany, U.K., France, Spain, Italy, Rest of Europe), Asia-Pacific (China, Japan, India, Rest of Asia-Pacific), Rest of World. North America currently dominates the global live chat software market due to several factors such as high technology penetration, strong economic growth, a large enterprise base, increasing demand for improved customer experience, and supportive government policies.

Some of the major players operating in the market include Zendesk; Salesforce; Freshdesk; Intercom; LiveChat; Olark; Podium; Userlike; Crisp; HelpOnClick.

TABLE OF CONTENTS

1. MARKET INTRODUCTION

• 1.1.Market Definitions
• 1.2.Main Objective
• 1.3.Stakeholders
• 1.4.Limitation

2. RESEARCH METHODOLOGY OR ASSUMPTIONS

• 2.1.Research Process of the Live Chat Software Market
• 2.2.Research Methodology of the Live Chat Software Market
• 2.3.Respondent Profile

3. MARKET SYNOPSIS

4. EXECUTIVE SUMMARY

5. LIVE CHAT SOFTWARE MARKET REVENUE (USD MN), 2020-2030F

6. MARKET INSIGHTS BY DEVICE

• 6.1.Mobile
• 6.2.Desktop

7. MARKET INSIGHTS BY TYPE

• 7.1.Customer Service Live Chat Systems
• 7.2.Sales Live Chat Systems
• 7.3.Informational Live Chat Systems

8. MARKET INSIGHTS BY END USER

• 8.1.Healthcare
• 8.2.BFSI
• 8.3.IT & Telecom
• 8.4.Retail
• 8.5.Others

9. MARKET INSIGHTS BY REGION

• 9.1.North America
  • 9.1.1. U.S.
  • 9.1.2. Canada
  • 9.1.3. Rest of North America
• 9.2.Europe
  • 9.2.1. Germany
  • 9.2.2. U.K.
  • 9.2.3. France
  • 9.2.4. Italy
  • 9.2.5. Spain
  • 9.2.6.Rest of Europe
• 9.3.Asia-Pacific
  • 9.3.1. China
  • 9.3.2. Japan
  • 9.3.3. India
  • 9.3.4. Rest of Asia-Pacific
• 9.4.Rest of the World

10. LIVE CHAT SOFTWARE MARKET DYNAMICS

• 10.1.Market Drivers
• 10.2.Market Challenges
• 10.3.Impact Analysis

11. LIVE CHAT SOFTWARE MARKET OPPORTUNITIES

12. LIVE CHAT SOFTWARE MARKET TRENDS

13. DEMAND AND SUPPLY-SIDE ANALYSIS

• 13.1.Demand Side Analysis
• 13.2.Supply Side Analysis

14. VALUE CHAIN ANALYSIS

15. PRICING ANALYSIS

16. STRATEGIC INSIGHTS

17. COMPETITIVE SCENARIO

• 17.1.Competitive Landscape
  • 17.1.1.Porters Fiver Forces Analysis

18. COMPANY PROFILED

• 18.1.Zendesk
• 18.2.Salesforce
• 18.3.Freshdesk
• 18.4.Intercom
• 18.5.LiveChat
• 18.6.Olark
• 18.7.Podium
• 18.8.Userlike
• 18.9.Crisp
• 18.10.HelpOnClick

19. DISCLAIMER