即時聊天軟體市場：現況分析與預測（2023-2030）

2022 年，即時聊天軟體市場價值將達到 8.722 億美元，由於客戶服務需求不斷增長，預計在預測期內（2023-2030 年）將以 8.89% 左右的速度穩定增長。此外，主動客戶參與的重要性日益增加，以及零售業即時聊天軟體的使用不斷增加，都有助於全球即時聊天軟體市場的擴張。

即時聊天軟體市場依裝置分為行動裝置和桌面裝置。其中，行動裝置市場佔據主導地位，尤其是智慧型手機，因為它們易於使用、便攜、經濟實惠，並且可以接觸到世界各個領域。然而，與行動裝置相比，桌上型電腦由於其卓越的處理能力、更大的螢幕和多任務處理能力，仍然在遊戲、內容創作、圖形設計和軟體開發等多個行業中發揮著重要作用。

根據類型，市場分為客戶服務即時聊天系統、銷售即時聊天系統和資訊即時聊天系統。其中，客戶服務即時聊天系統領域目前在採用和成長方面領先於市場。這是由於對高效、便捷的客戶支援的需求不斷增長，尤其是線上企業和電子商務公司。另外兩個細分市場，銷售即時聊天系統和資訊即時聊天系統，也顯示出良好的成長潛力，但在市場佔有率方面落後於客戶服務細分市場。

根據最終用戶，市場分為醫療保健、BFSI、IT 和電信、零售等。其中，IT和通訊產業目前對即時聊天軟體市場的貢獻最大，其次是零售業。這些行業是即時聊天技術優勢的早期採用者，認識到其在提高客戶參與度、降低支援成本和提高整體營運效率方面的價值。然而，醫療保健和 BFSI 行業預計在未來幾年將出現顯著增長，因為它們分別擴大採用即時聊天解決方案來改善患者護理和客戶互動。

為了更瞭解即時聊天軟體市場的採用情況，我們將市場分為北美（美國、加拿大、北美其他地區）、歐洲（德國、英國、法國、西班牙、義大利、歐洲其他地區）、亞太地區（中國、日本）、印度和亞太地區其他地區）以及世界其他地區。目前，由於技術滲透率高、經濟成長強勁、企業基礎龐大、對改善客戶體驗的需求不斷增加以及政府支援政策等因素，北美在全球即時聊天軟體市場佔據主導地位。

市場上的一些主要參與者包括 Zendesk、Salesforce、Freshdesk、Intercom、LiveChat、Olark、Podium、Userlike、Crisp 和 HelpOnClick。

目錄

第一章 市場介紹

• 市場定義
• 主要目標
• 利益相關者
• 限制

第二章 研究方法或前提條件

• 調查過程
• 調查方法
• 受訪者簡介

第三章市場總結

第 4 章執行摘要

第五章 2020-2030 年即時聊天軟體市場收入

第 6 章市場洞察：依設備

• Mobile
• 桌面

第 7 章市場洞察：依類型

• 客戶服務即時聊天系統
• 銷售即時聊天系統
• 資訊即時聊天系統

第 8 章市場洞察：依最終用戶分類

• 衛生保健
• BFSI
• IT/通訊
• 零售
• 其他

第9章市場洞察：依地區

• 北美
  • 美國
  • 加拿大
  • 其他北美
• 歐洲
  • 德國
  • 英國
  • 法國
  • 義大利
  • 西班牙
  • 歐洲其他地區
• 亞太地區
  • 中國
  • 日本
  • 印度
  • 亞太其他地區
• 世界其他地區

第10章即時聊天軟體市場動態

• 市場驅動力
• 市場課題
• 影響分析

第十一章即時聊天軟體市場機會

第十二章即時聊天軟體市場趨勢

第十三章需求面與供給面分析

• 需求面分析
• 供給側分析

第十四章價值鏈分析

第15章價格分析

第十六章戰略洞察

第17章 競爭場景

• 競爭格局
  • 波特五力分析

第十八章 公司簡介

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

第19章 免責聲明

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