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ライブチャットソフトウェア市場:世界の業界動向、シェア、規模、成長、機会、予測(2020年~2025年)

Live Chat Software Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2020-2025

出版日: | 発行: IMARC Services Private Limited | ページ情報: 英文 141 Pages | 納期: 2-3営業日

価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=104.53円
ライブチャットソフトウェア市場:世界の業界動向、シェア、規模、成長、機会、予測(2020年~2025年)
出版日: 2020年10月16日
発行: IMARC Services Private Limited
ページ情報: 英文 141 Pages
納期: 2-3営業日
  • 全表示
  • 概要
  • 図表
  • 目次
概要

世界のライブチャットソフトウェアの市場規模は、2014年から2019年の間に約8%のCAGRで拡大しました。ライブチャットソフトウェアは、組織やオンラインベンチャーが、リアルタイムで即時の顧客サポートと情報を提供するために使用します。迅速な対応、パーソナライズされたカスタマーエクスペリエンス、プロアクティブでオムニチャネルのサポートを提供し、売上と顧客ロイヤルティを大幅に向上させます。また、企業がカスタマーサポートを最適化し、リードを獲得するのに役立つ有用なデータポイントと測定可能な指標を提供します。その結果、世界中のヘルスケア、自動車、航空宇宙、不動産、情報技術(IT)と電気通信、旅行・観光、教育・トレーニング、銀行、金融サービス、保険(BFSI)業界で幅広く利用されています。

コロナウイルス(COVID-19)の突然のアウトブレイクにより、さまざまな国の政府が完全なロックダウンを課しました。その結果、オフラインの流通チャネルを通じて製品を販売する企業は一時的に閉鎖されました。これにより、 eコマースチャネルでの食品やさまざまな製品の売上が増加し、24時間年中無休のカスタマーサポートを提供して質問や問題を解決するためのライブチャットソフトウェアの需要が高まりました。これ以外にも、急速な都市化により、さまざまな中小企業(SME)がクラウドベースのライブチャットソフトウェアを展開して、ユーザーエクスペリエンスを向上させ、市場へのリーチを拡大しています。さらに、主要なプレーヤーは、共同ブラウジングと画面共有、ソーシャルメディア統合、自動ポップアップメッセージ、モバイルサポートなどの追加機能を提供しており、さまざまな業界でライブチャットソフトウェアの採用を増やし、顧客リレーションマネジメント (CRM)を改善しています。今後5年間で、世界のライブチャットソフトウェア市場は力強い成長を遂げると予測されています。

当レポートでは、ライブチャットソフトウェア市場について調査し、市場の概要とともに、タイプ別、デプロイタイプ別、用途別、地域別の動向、および市場に参入する企業のプロファイルなどを提供しています。

目次

第1章 序文

第2章 範囲と調査手法

第3章 エグゼクティブサマリー

第4章 イントロダクション

第5章 世界のライブチャットソフトウェア市場

  • 市場概要
  • 市場パフォーマンス
  • COVID-19の影響

第6章 タイプ別市場内訳

  • 情報ライブチャットシステム
  • カスタマーサービスライブチャットシステム
  • セールスライブチャットシステム

第7章 デプロイタイプ別市場内訳

  • クラウドベース
  • オンプレミス

第8章 用途別市場内訳

  • BFSI
  • IT・コンサルティング
  • 小売・eコマース
  • 旅行・ホスピタリティ
  • 電気通信
  • ヘルスケア
  • 教育
  • その他

第9章 地域別市場内訳

  • 北米
    • 米国
    • カナダ
  • アジア太平洋
    • 中国
    • 日本
    • インド
    • 韓国
    • オーストラリア
    • インドネシア
    • その他
  • 欧州
    • ドイツ
    • フランス
    • 英国
    • イタリア
    • スペイン
    • ロシア
    • その他
  • ラテンアメリカ
    • ブラジル
    • メキシコ
    • その他
  • 中東とアフリカ
    • 国別市場内訳

第10章 SWOT分析

第11章 バリューチェーン分析

第12章 ポーターズファイブフォース分析

第13章 価格分析

第14章 競合情勢

  • 市場構造
  • キープレーヤー
  • キープレーヤーのプロファイル
    • Comm100 Network Corporation
    • Freshdesk Inc. (Freshworks Inc.)
    • Kayako
    • LiveChat Inc.
    • Liveperson Inc.
    • Logmein Inc.
    • Provide Support LLC
    • Pure Chat Inc.
    • SnapEngage LLC
    • Zendesk Inc.
図表

List of Figures

  • Figure 1: Global: Live Chat Software Market: Major Drivers and Challenges
  • Figure 2: Global: Live Chat Software Market: Sales Value (in Billion US$), 2014-2019
  • Figure 3: Global: Live Chat Software Market: Breakup by Type (in %), 2019
  • Figure 4: Global: Live Chat Software Market: Breakup by Deployment Type (in %), 2019
  • Figure 5: Global: Live Chat Software Market: Breakup by Application (in %), 2019
  • Figure 6: Global: Live Chat Software Market: Breakup by Region (in %), 2019
  • Figure 7: Global: Live Chat Software Market Forecast: Sales Value (in Billion US$), 2020-2025
  • Figure 8: Global: Live Chat Software (Informational Live Chat Systems) Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 9: Global: Live Chat Software (Informational Live Chat Systems) Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 10: Global: Live Chat Software (Customer Service Live Chat Systems) Market: Sales Value (in Million US$), 2014 & 2019

Figure 11 Global: Live Chat Software (Customer Service Live Chat Systems) Market Forecast: Sales Value (in Million US$), 2020-2025

  • Figure 12: Global: Live Chat Software (Sales Live Chat Systems) Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 13: Global: Live Chat Software (Sales Live Chat Systems) Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 14: Global: Live Chat Software (Cloud-based) Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 15: Global: Live Chat Software (Cloud-based) Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 16: Global: Live Chat Software (On-premises) Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 17: Global: Live Chat Software (On-premises) Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 18: Global: Live Chat Software (BFSI) Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 19: Global: Live Chat Software (BFSI) Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 20: Global: Live Chat Software (IT and Consulting) Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 21: Global: Live Chat Software (IT and Consulting) Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 22: Global: Live Chat Software (Retail and E-commerce) Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 23: Global: Live Chat Software (Retail and E-commerce) Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 24: Global: Live Chat Software (Travel and Hospitality) Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 25: Global: Live Chat Software (Travel and Hospitality) Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 26: Global: Live Chat Software (Telecommunication) Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 27: Global: Live Chat Software (Telecommunication) Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 28: Global: Live Chat Software (Healthcare) Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 29: Global: Live Chat Software (Healthcare) Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 30: Global: Live Chat Software (Education) Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 31: Global: Live Chat Software (Education) Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 32: Global: Live Chat Software (Other End Users) Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 33: Global: Live Chat Software (Other End Users) Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 34: North America: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 35: North America: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 36: United States: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 37: United States: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 38: Canada: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 39: Canada: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 40: Asia Pacific: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 41: Asia Pacific: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 42: China: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 43: China: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 44: Japan: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 45: Japan: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 46: India: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 47: India: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 48: South Korea: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 49: South Korea: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 50: Australia: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 51: Australia: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 52: Indonesia: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 53: Indonesia: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 54: Others: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 55: Others: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 56: Europe: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 57: Europe: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 58: Germany: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 59: Germany: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 60: France: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 61: France: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 62: United Kingdom: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 63: United Kingdom: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 64: Italy: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 65: Italy: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 66: Spain: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 67: Spain: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 68: Russia: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 69: Russia: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 70: Others: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 71: Others: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 72: Latin America: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 73: Latin America: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 74: Brazil: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 75: Brazil: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 76: Mexico: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 77: Mexico: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 78: Others: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 79: Others: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 80: Middle East and Africa: Live Chat Software Market: Sales Value (in Million US$), 2014 & 2019
  • Figure 81: Middle East and Africa: Live Chat Software Market Forecast: Sales Value (in Million US$), 2020-2025
  • Figure 82: Global: Live Chat Software Industry: SWOT Analysis
  • Figure 83: Global: Live Chat Software Industry: Value Chain Analysis
  • Figure 84: Global: Live Chat Software Industry: Porter's Five Forces Analysis

List of Tables

  • Table 1: Global: Live Chat Software Market: Key Industry Highlights, 2019 and 2025
  • Table 2: Global: Live Chat Software Market Forecast: Breakup by Type (in Million US$), 2020-2025
  • Table 3: Global: Live Chat Software Market Forecast: Breakup by Deployment Type (in Million US$), 2020-2025
  • Table 4: Global: Live Chat Software Market Forecast: Breakup by Application (in Million US$), 2020-2025
  • Table 5: Global: Live Chat Software Market Forecast: Breakup by Region (in Million US$), 2020-2025
  • Table 6: Global: Live Chat Software Market Structure
  • Table 7: Global: Live Chat Software Market: Key Players
目次
Product Code: SR1019N23_Report

The global live chat software market grew at a CAGR of around 8% during 2014-2019. Live chat software is utilized by organizations and online ventures for providing immediate customer support and information in real-time. It offers quick responses, personalized customer experience, and proactive and omnichannel support, which significantly boosts sales and customer loyalty. It also provides useful data points and measurable metrics that assist the firm in optimizing customer support and capturing leads. Consequently, it finds extensive application in the healthcare, automotive, aerospace, real estate, information technology (IT) and telecommunication, travel and tourism, education and training, and banking, financial services and insurance (BFSI) industries across the globe.

Due to the sudden outbreak of the coronavirus disease (COVID-19), governments of various countries have imposed complete lockdowns. Consequently, businesses that sell their products through offline distribution channels have been closed temporarily. This, in turn, has increased the sales of food items and different products on e-commerce channels and escalated the demand for live chat software to provide 24X7 customer support and resolve their queries and issues. Other than this, on account of rapid urbanization, various small-medium enterprises (SMEs) are deploying cloud-based live chat software to provide enhanced user experience and expand their market reach. Furthermore, leading players are offering additional features, such as co-browsing and screen-sharing, social media integration, automated pop-up messages and mobile support, which is increasing the adoption of live chat software across various industries and improving their customer relationship management (CRM). Looking forward, IMARC Group expects the global live chat software market to exhibit strong growth during the next five years.

Key Market Segmentation:

  • IMARC Group provides an analysis of the key trends in each sub-segment of the global live chat software market report, along with forecasts for growth at the global, regional and country level from 2020-2025. Our report has categorized the market based on region, type, deployment type and application.

Breakup by Type:

  • Informational Live Chat Systems
  • Customer Service Live Chat Systems
  • Sales Live Chat Systems

Breakup by Deployment Type:

  • Cloud-based
  • On-premises

Breakup by Application:

  • BFSI
  • IT and Consulting
  • Retail and E-commerce
  • Travel and Hospitality
  • Telecommunication
  • Healthcare
  • Education
  • Others

Breakup by Region:

  • North America
  • United States
  • Canada
  • Asia Pacific
  • China
  • Japan
  • India
  • South Korea
  • Australia
  • Indonesia
  • Others
  • Europe
  • Germany
  • France
  • United Kingdom
  • Italy
  • Spain
  • Russia
  • Others
  • Latin America
  • Brazil
  • Mexico
  • Others
  • Middle East and Africa

Competitive Landscape:

  • The report has also analysed the competitive landscape of the market with some of the key players being Comm100 Network Corporation, Freshdesk Inc. (Freshworks Inc.), Kayako, LiveChat Inc., Liveperson Inc., Logmein Inc., Provide Support LLC, Pure Chat Inc., SnapEngage LLC and Zendesk Inc.

Key Questions Answered in This Report:

  • How has the global live chat software market performed so far and how will it perform in the coming years?
  • What has been the impact of COVID-19 on the global live chat software market?
  • What are the key regional markets?
  • What is the breakup of the market based on the type?
  • What is the breakup of the market based on the deployment type?
  • What is the breakup of the market based on the application?
  • What are the various stages in the value chain of the industry?
  • What are the key driving factors and challenges in the industry?
  • What is the structure of the global live chat software market and who are the key players?
  • What is the degree of competition in the industry?

Table of Contents

1 Preface

2 Scope and Methodology

  • 2.1 Objectives of the Study
  • 2.2 Stakeholders
  • 2.3 Data Sources
    • 2.3.1 Primary Sources
    • 2.3.2 Secondary Sources
  • 2.4 Market Estimation
    • 2.4.1 Bottom-Up Approach
    • 2.4.2 Top-Down Approach
  • 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

  • 4.1 Overview
  • 4.2 Key Industry Trends

5 Global Live Chat Software Market

  • 5.1 Market Overview
  • 5.2 Market Performance
  • 5.3 Impact of COVID-19
  • 5.4 Market Forecast

6 Market Breakup by Type

  • 6.1 Informational Live Chat Systems
    • 6.1.1 Market Trends
    • 6.1.2 Market Forecast
  • 6.2 Customer Service Live Chat Systems
    • 6.2.1 Market Trends
    • 6.2.2 Market Forecast
  • 6.3 Sales Live Chat Systems
    • 6.3.1 Market Trends
    • 6.3.2 Market Forecast

7 Market Breakup by Deployment Type

  • 7.1 Cloud-based
    • 7.1.1 Market Trends
    • 7.1.2 Market Forecast
  • 7.2 On-premises
    • 7.2.1 Market Trends
    • 7.2.2 Market Forecast

8 Market Breakup by Application

  • 8.1 BFSI
    • 8.1.1 Market Trends
    • 8.1.2 Market Forecast
  • 8.2 IT and Consulting
    • 8.2.1 Market Trends
    • 8.2.2 Market Forecast
  • 8.3 Retail and E-Commerce
    • 8.3.1 Market Trends
    • 8.3.2 Market Forecast
  • 8.4 Travel and Hospitality
    • 8.4.1 Market Trends
    • 8.4.2 Market Forecast
  • 8.5 Telecommunication
    • 8.5.1 Market Trends
    • 8.5.2 Market Forecast
  • 8.6 Healthcare
    • 8.6.1 Market Trends
    • 8.6.2 Market Forecast
  • 8.7 Education
    • 8.7.1 Market Trends
    • 8.7.2 Market Forecast
  • 8.8 Others
    • 8.8.1 Market Trends
    • 8.8.2 Market Forecast

9 Market Breakup by Region

  • 9.1 North America
    • 9.1.1 United States
      • 9.1.1.1 Market Trends
      • 9.1.1.2 Market Forecast
    • 9.1.2 Canada
      • 9.1.2.1 Market Trends
      • 9.1.2.2 Market Forecast
  • 9.2 Asia Pacific
    • 9.2.1 China
      • 9.2.1.1 Market Trends
      • 9.2.1.2 Market Forecast
    • 9.2.2 Japan
      • 9.2.2.1 Market Trends
      • 9.2.2.2 Market Forecast
    • 9.2.3 India
      • 9.2.3.1 Market Trends
      • 9.2.3.2 Market Forecast
    • 9.2.4 South Korea
      • 9.2.4.1 Market Trends
      • 9.2.4.2 Market Forecast
    • 9.2.5 Australia
      • 9.2.5.1 Market Trends
      • 9.2.5.2 Market Forecast
    • 9.2.6 Indonesia
      • 9.2.6.1 Market Trends
      • 9.2.6.2 Market Forecast
    • 9.2.7 Others
      • 9.2.7.1 Market Trends
      • 9.2.7.2 Market Forecast
  • 9.3 Europe
    • 9.3.1 Germany
      • 9.3.1.1 Market Trends
      • 9.3.1.2 Market Forecast
    • 9.3.2 France
      • 9.3.2.1 Market Trends
      • 9.3.2.2 Market Forecast
    • 9.3.3 United Kingdom
      • 9.3.3.1 Market Trends
      • 9.3.3.2 Market Forecast
    • 9.3.4 Italy
      • 9.3.4.1 Market Trends
      • 9.3.4.2 Market Forecast
    • 9.3.5 Spain
      • 9.3.5.1 Market Trends
      • 9.3.5.2 Market Forecast
    • 9.3.6 Russia
      • 9.3.6.1 Market Trends
      • 9.3.6.2 Market Forecast
    • 9.3.7 Others
      • 9.3.7.1 Market Trends
      • 9.3.7.2 Market Forecast
  • 9.4 Latin America
    • 9.4.1 Brazil
      • 9.4.1.1 Market Trends
      • 9.4.1.2 Market Forecast
    • 9.4.2 Mexico
      • 9.4.2.1 Market Trends
      • 9.4.2.2 Market Forecast
    • 9.4.3 Others
      • 9.4.3.1 Market Trends
      • 9.4.3.2 Market Forecast
  • 9.5 Middle East and Africa
    • 9.5.1 Market Trends
    • 9.5.2 Market Breakup by Country
    • 9.5.3 Market Forecast

10 SWOT Analysis

  • 10.1 Overview
  • 10.2 Strengths
  • 10.3 Weaknesses
  • 10.4 Opportunities
  • 10.5 Threats

11 Value Chain Analysis

12 Porters Five Forces Analysis

  • 12.1 Overview
  • 12.2 Bargaining Power of Buyers
  • 12.3 Bargaining Power of Suppliers
  • 12.4 Degree of Competition
  • 12.5 Threat of New Entrants
  • 12.6 Threat of Substitutes

13 Price Analysis

14 Competitive Landscape

  • 14.1 Market Structure
  • 14.2 Key Players
  • 14.3 Profiles of Key Players
    • 14.3.1 Comm100 Network Corporation
      • 14.3.1.1 Company Overview
      • 14.3.1.2 Product Portfolio
    • 14.3.2 Freshdesk Inc. (Freshworks Inc.)
      • 14.3.2.1 Company Overview
      • 14.3.2.2 Product Portfolio
    • 14.3.3 Kayako
      • 14.3.3.1 Company Overview
      • 14.3.3.2 Product Portfolio
      • 14.3.3.3 Financials
    • 14.3.4 LiveChat Inc.
      • 14.3.4.1 Company Overview
      • 14.3.4.2 Product Portfolio
      • 14.3.4.3 Financials
    • 14.3.5 Liveperson Inc.
      • 14.3.5.1 Company Overview
      • 14.3.5.2 Product Portfolio
      • 14.3.5.3 Financials
      • 14.3.5.4 SWOT Analysis
    • 14.3.6 Logmein Inc.
      • 14.3.6.1 Company Overview
      • 14.3.6.2 Product Portfolio
      • 14.3.6.3 Financials
      • 14.3.6.4 SWOT Analysis
    • 14.3.7 Provide Support LLC
      • 14.3.7.1 Company Overview
      • 14.3.7.2 Product Portfolio
    • 14.3.8 Pure Chat Inc.
      • 14.3.8.1 Company Overview
      • 14.3.8.2 Product Portfolio
    • 14.3.9 SnapEngage LLC
      • 14.3.9.1 Company Overview
      • 14.3.9.2 Product Portfolio
    • 14.3.10 Zendesk Inc.
      • 14.3.10.1 Company Overview
      • 14.3.10.2 Product Portfolio
      • 14.3.10.3 Financials
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