PART 01: Executive summary • Highlights PART 02: Scope of the report • Market overview • End-user segmentation • Geographical information • Vendor selection • Summation errors • Currency exchange rates PART 03: Market research methodology • Research methodology • Economic indicators PART 04: Introduction • Key market highlights • Evolution of live chat software PART 05: Benefits of live chat software • Improved customer satisfaction • Increased sales • Enhanced customer engagement • Reduced expenses • Improved business intelligence PART 06: Market landscape • Market overview • Market size and forecast PART 07: Market segmentation by end-user • Global live chat software market by end-user • Retail and e-commerce • Travel and hospitality • IT and consulting • Telecommunication • Pharmaceutical PART 08: Geographical segmentation • Global live chat software market by geography • Americas • EMEA • APAC PART 09: Market drivers • Increased need to improve CRM • Increase in adoption of live chat software in healthcare insurance industry • Advantages of live chat over other customer support options PART 10: Impact of drivers PART 11: Market challenges • Requirement of compliances • Increasing demand for web self-service • Lack of standardization PART 12: Impact of drivers and challenges PART 13: Market trends • Live chat software integration with social media • Increase in mobility • Growing popularity of live chat PART 14: Impact of trends PART 15: Five forces model PART 16: Vendor landscape • Competitive scenario • Top-vendor offerings • Vendor matrix PART 17: Key vendor analysis • Competitive analysis • Vendor profiles PART 18: Prominent vendors PART 19: Assumptions • Market assumptions PART 20: Appendix • List of abbreviations PART 21: Explore Technavio List of Exhibits Exhibit 01: Major countries covered in market analysis Exhibit 02: Currency exchange rates 2013-2015 Exhibit 03: Customer satisfaction levels for customer service communication Exhibit 04: Global live chat software market 2015-2020 ($ millions) Exhibit 05: Global live chat software market by end-user 2015 (% share) Exhibit 06: Global live chat software market by geography 2015 and 2020 (%) Exhibit 07: Global live chat software by geography 2015-2020 ($ millions) Exhibit 08: Live chat software market in Americas 2015-2020 ($ millions) Exhibit 09: Live chat software market in EMEA 2015-2020 ($ millions) Exhibit 10: Live chat software market in APAC 2015-2020 ($ millions) Exhibit 11: Internet users in APAC countries Exhibit 12: Number and growth rate of healthcare insurers in US 2008-2014 Exhibit 13: Impact of drivers Exhibit 14: Impact of drivers and challenges Exhibit 15: Usage of live chat by age Exhibit 16: Impact of trends Exhibit 17: Five force analysis Exhibit 18: Products offerings Exhibit 19: Vendor matrix by features Exhibit 20: Vendor matrix by deployment model Exhibit 21: Vendor matrix by support Exhibit 22: Vendor matrix by pricing Exhibit 23: Vendor analysis Exhibit 24: Prominent vendors Exhibit 25: Market assumptions

LivePerson, Zendesk, LogMeIn, LiveChat, SnapEngage, Comm100, Freshdesk, Intercom, JivoSite, Kayako, LiveZilla, Olark, Provide Support, PureChat, UserLike, Velaro, Woopra.