Key vendors to focus on the integration of live chat software with social media platforms
Technavio, a company that develops over 2000 pieces of research every year and covers more than 500 technologies across 80 countries, has announced the top five leading vendors for the global live chat software market in their latest research report. This report also lists 12 other prominent vendors who are expected to contribute to this market’s growth between 2016-2020.
To identify the top vendors, Technavio’s market research analysts have taken into account the revenue generated from the sales of live chat software.
This Technavio report, under the enterprise application vertical, is based on the synthesis, analysis, and interpretation of information about the global live chat software market collected from specialized sources. The analysts have derived insights using a mix of primary and secondary research with an aim to provide a holistic picture of the market.
Click here to request a free sample of this report
Competitive vendor landscape
The global market for live chat software is fragmented in nature and is rapidly evolving, with comparatively low entry barriers. This is due to the lack of standardization and easy integration of live chat software with other software applications. Live chat software vendors face substantial competition from salesforce.com, Oracle, Verint Systems, and Microsoft, which bundle products and services with small software offerings such as live chat software or offer the products at a low price as part of a larger sale. Furthermore, the vendors compete with other SaaS providers with focused customer support applications, including Kayako Helpdesk, Desk.com (a salesforce.com service), Freshdesk, Brightwurks (Help Scout), SupportBee, and Tenmiles Technologies (Happy Fox). The majority of these vendors offer free or significantly discounted prices for their services.
“The integration of live chat software with social media is becoming increasingly popular in the global market. This trend is spurred primarily by the upsurge in the amount of time people spend on social media platforms such as Facebook and Twitter. The evolution of social media into a tool for brand engagement and interaction between the brand and the customer opens up opportunities for both consumers and enterprises to use live chat software technology that can benefit both,” says Ishmeet Kaur, a lead analyst at Technavio for enterprise application.
Top five vendors in the live chat software market space
LivePerson
LivePerson is a provider of live chat and helps desk software for startups and SMEs, which can be used to talk with visitors live on websites and mobiles. LivePerson provides real-time engagement with customers including voice, video, and offers. It also provides customized solutions to enterprises from various industries verticals such as retail, financial services, high-tech, telecommunication, travel and hospitality, and education.
Key products: LiveEngage.
Zendesk
Zendesk product offering is a customer service platform, which helps create customer relationships that are personal, productive, and meaningful. It allows enterprises to improve customer engagement and better understand their customers. In April 2014, Zendesk acquired Zopim Technologies, a Singapore-based live chat software provider.
Key products: Zopim.
LiveChat
LiveChat is an online customer service platform that provides live chat, help desk software, and web analytics capabilities. Enterprises use LiveChat as a single point of contact to manage all customer services from one software. LiveChat is used across various industries including customer service, e-commerce, automotive, hosting, forex, travel, HR, and education. It can be integrated with SaaS applications such as Google analytics, Talkdesk, Dropbox, Desk.com, and Zendesk easily.
Key products: LiveChat live chat software.
LogMeIn
LogMeIn is a provider of SaaS– and cloud-based remote connectivity services for IT management, customer engagement, and connectivity services. During 2012, LogMeIn acquired BoldChat. BoldChat’s primary focus before their acquisition was the SMEs market. The company delivered their offering using a hosted service model to a large number of customers around the world.
Key products: BoldChat live chat software.
SnapEngage
SnapEngage offers a hassle-free solution to connect and communicate with website visitors. SnapEngage live chat software is easy to install on any website and can be integrated seamlessly with CRM and Help Desk, making it the perfect solution for enterprising companies of all size. SnapEngage’s real-time integration with the leading CRMs and Help Desk automatically generates new leads or support cases when visitors request help from the website.
Key products: SnapEngage live chat software.
Other prominent vendors in this market include Comm100, Freshdesk, Intercom, JivoSite, Kayako, LiveZilla, Olark, Provide Support, PureChat, UserLike, Velaro, and Woopra.
A more detailed analysis is available in the Technavio report, ‘Global Live Chat Software Market’. Technavio also customizes reports by other regions and specific segments upon request.
To read more press releases- click here.
Browse related reports:
- Global Cloud-based Video Conferencing Market 2015-2019
- Video Conferencing Market: Global Opportunity, Trends, Forecast 2015-2019
- Web Conferencing Services Market in the Americas 2015-2019
For any assistance or query, please contact our media team at:
media@technavio.com
US: +1 630 333 9501
UK: +44 208 123 1770
www.technavio.com
