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Live Chat Software Market: By Product Type, By End User, and Region Forecast 2019-2030
Live Chat Software Market: By Product Type, By End User, and Region Forecast 2019-2030
The live chat software market size was valued at US$ 1,287.4 million in 2023 and is anticipated to grow at a CAGR of 8.4 % over 2024-2030. Live chat software is a specialized tool or software designed to provide real-time, human assistance via chat window. This software allows customers to text, or chat with support staff or sales agents in real-time from their devices while they’re on the website, which ultimately increases customer satisfaction.
The escalating growth of e-commerce is a significant driver for the revenues of the market. As the global population grows, the adoption of online or e-commerce platforms for activities, including shopping, is on the rise. During online shopping, customers increasingly require assistance in inquiring about products, pricing, and resolutions of any issues during ordering. Live chat software serves as a suitable solution to meet this rising need. This allows customers to communicate with the support staff immediately in real-time to resolve all the issues, ultimately enhancing customer satisfaction and trust. In addition, the rising adoption of omnichannel customer services is another key driver behind the increased sales of live chat software. Nowadays omnichannel customer service is increasingly adopted by many businesses to enable organizations to promptly connect and engage with their customers via channels like Live Chat, voice, and SMS. To perform quick actions in omnichannel conversations, several robust software including live chat software are used. As the importance of customer experience grows, the demand for live chat software rises, which ultimately drives the growth of the market.
However, the lack of standardization and continuous surge in demand for web mobile self-services are potential restraints to the market growth. Meanwhile, the increase in the digitalization trend across the globe and the integration of social media and live chat software can create significant opportunities for the growth of the market over the forecasted years. The key players in the market are further contributing to the development of the market by announcing launches, collaborations, and acquisitions.
In November 2019, Sprinklr launched live chat solution, Sprinklr Live Chat, for prompt and personalized customer support.
Study Period
2025-2031Base Year
2024CAGR
8.4%Largest Market
North-AmericaFastest Growing Market
Asia-Pacific
Rising customer expectations are a significant driver of the growth of revenues in the live chat software market. As the global population becomes attracted to online shopping, customers' expectations for a seamless shopping experience are on the rise. The live chat software allows customers to interact in real-time with the sales staff promptly to address their issues, which ultimately builds customers' trust and increases sales. Moreover, rise in the need to improve customer relationship management (CRM). Several enterprises integrate numerous strategies to manage customer interaction. Live chat software is one of them. This software improves customer communications in real-time with the support staff of the organization, which ultimately enhances the overall experience of the customer and builds customer relationships.
The North America live chat software market is anticipated to lead significantly in the forecasted years owing to factors such as a rising focus on meeting customer expectations, a rising E-commerce sector, and a willingness to adopt advanced technologies and software. The United States and Canada, represent one of the largest markets for live chat software. The Asia Pacific region, including countries like India, China, and Australia, is experiencing rapid growth in the market. Moreover, the rise in awareness about benefits of the live chat software and rising adoption of customer relationship management (CRM) software by several enterprises further drive the market growth in this region.
Latin America
Europe
Asia Pacific
Middle East
North America
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Report Benchmarks |
Details |
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Report Study Period |
2025-2031 |
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Market Size in 2023 |
US$ 1,287.4 million |
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Market CAGR |
8.4% |
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By Product |
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By End User |
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By Region |
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Download Free Sample Report
The global live chat software market size was valued at US$ 1,287.4 million in 2023 and is anticipated to grow at a CAGR of 8.4 % from 2024-2030.
The growing e-commerce sector and rising awareness about the benefits of live chat software create potential opportunities for the growth of the live chat software market.
Integration of AI, ML, and chatbots into the live chat software is one of the major trends in the live chat software market.
Intercom, Drift.com, Inc, LivePerson, Inc, SnapEngage, Zendesk Singapore Pte. Ltd, LogMeIn, Inc, Velaro, Inc, Olark, Kayako, Comm100 Network Corporation are a few companies operating in live chat software market.
| 1.Executive Summary |
| 2.Global Live Chat Software Market Introduction |
| 2.1.Global Live Chat Software Market - Taxonomy |
| 2.2.Global Live Chat Software Market - Definitions |
| 2.2.1.Product Type |
| 2.2.2.End User |
| 2.2.3.Region |
| 3.Global Live Chat Software Market Dynamics |
| 3.1. Drivers |
| 3.2. Restraints |
| 3.3. Opportunities/Unmet Needs of the Market |
| 3.4. Trends |
| 3.5. Product Landscape |
| 3.6. New Product Launches |
| 3.7. Impact of COVID 19 on Market |
| 4.Global Live Chat Software Market Analysis, 2019 - 2023 and Forecast 2024 - 2030 |
| 4.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 4.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) |
| 4.3. Market Opportunity Analysis |
| 5.Global Live Chat Software Market By Product Type , 2019 - 2023 and Forecast 2024 - 2030 (Sales Value USD Million) |
| 5.1. Customer Service Live Chat System |
| 5.1.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 5.1.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 5.1.3. Market Opportunity Analysis |
| 5.2. Informational Live Chat System |
| 5.2.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 5.2.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 5.2.3. Market Opportunity Analysis |
| 5.3. Sales Live Chat System |
| 5.3.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 5.3.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 5.3.3. Market Opportunity Analysis |
| 6.Global Live Chat Software Market By End User, 2019 - 2023 and Forecast 2024 - 2030 (Sales Value USD Million) |
| 6.1. Retail and E-commerce |
| 6.1.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 6.1.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 6.1.3. Market Opportunity Analysis |
| 6.2. IT and Telecom |
| 6.2.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 6.2.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 6.2.3. Market Opportunity Analysis |
| 6.3. Media and Entertainment |
| 6.3.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 6.3.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 6.3.3. Market Opportunity Analysis |
| 6.4. Travel and Hospitality |
| 6.4.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 6.4.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 6.4.3. Market Opportunity Analysis |
| 6.5. Pharmaceutical |
| 6.5.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 6.5.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 6.5.3. Market Opportunity Analysis |
| 6.6. Healthcare |
| 6.6.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 6.6.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 6.6.3. Market Opportunity Analysis |
| 6.7. BFSI |
| 6.7.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 6.7.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 6.7.3. Market Opportunity Analysis |
| 6.8. Others |
| 6.8.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 6.8.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 6.8.3. Market Opportunity Analysis |
| 7.Global Live Chat Software Market By Region, 2019 - 2023 and Forecast 2024 - 2030 (Sales Value USD Million) |
| 7.1. North America |
| 7.1.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 7.1.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 7.1.3. Market Opportunity Analysis |
| 7.2. Europe |
| 7.2.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 7.2.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 7.2.3. Market Opportunity Analysis |
| 7.3. Asia Pacific (APAC) |
| 7.3.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 7.3.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 7.3.3. Market Opportunity Analysis |
| 7.4. Middle East and Africa (MEA) |
| 7.4.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 7.4.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 7.4.3. Market Opportunity Analysis |
| 7.5. Latin America |
| 7.5.1. Market Analysis, 2019 - 2023 and Forecast, 2024 - 2030, (Sales Value USD Million) |
| 7.5.2. Year-Over-Year (Y-o-Y) Growth Analysis (%) and Market Share Analysis (%) |
| 7.5.3. Market Opportunity Analysis |
| 8.North America Live Chat Software Market ,2019 - 2023 and Forecast 2024 - 2030 (Sales Value USD Million) |
| 8.1. Product Type Analysis 2019 - 2023 and Forecast 2024 - 2030 by Sales Value USD Million, Y-o-Y Growth (%), and Market Share (%) |
| 8.1.1.Customer Service Live Chat System |
| 8.1.2.Informational Live Chat System |
| 8.1.3.Sales Live Chat System |
| 8.2. End User Analysis 2019 - 2023 and Forecast 2024 - 2030 by Sales Value USD Million, Y-o-Y Growth (%), and Market Share (%) |
| 8.2.1.Retail and E-commerce |
| 8.2.2.IT and Telecom |
| 8.2.3.Media and Entertainment |
| 8.2.4.Travel and Hospitality |
| 8.2.5.Pharmaceutical |
| 8.2.6.Healthcare |
| 8.2.7.BFSI |
| 8.2.8.Others |
| 8.3. Country Analysis 2019 - 2023 and Forecast 2024 - 2030 by Sales Value USD Million, Y-o-Y Growth (%), and Market Share (%) |
| 8.3.1.United States of America (USA) |
| 8.3.2.Canada |
| 9.Europe Live Chat Software Market ,2019 - 2023 and Forecast 2024 - 2030 (Sales Value USD Million) |
| 9.1. Product Type Analysis and Forecast by Sales Value USD Million, Y-o-Y Growth (%), and Market Share (%) |
| 9.1.1.Customer Service Live Chat System |
| 9.1.2.Informational Live Chat System |
| 9.1.3.Sales Live Chat System |
| 9.2. End User Analysis 2019 - 2023 and Forecast 2024 - 2030 by Sales Value USD Million, Y-o-Y Growth (%), and Market Share (%) |
| 9.2.1.Retail and E-commerce |
| 9.2.2.IT and Telecom |
| 9.2.3.Media and Entertainment |
| 9.2.4.Travel and Hospitality |
| 9.2.5.Pharmaceutical |
| 9.2.6.Healthcare |
| 9.2.7.BFSI |
| 9.2.8.Others |
| 9.3. Country Analysis 2019 - 2023 and Forecast 2024 - 2030 by Sales Value USD Million, Y-o-Y Growth (%), and Market Share (%) |
| 9.3.1.Germany |
| 9.3.2.France |
| 9.3.3.Italy |
| 9.3.4.United Kingdom (UK) |
| 9.3.5.Spain |
| 10.Asia Pacific (APAC) Live Chat Software Market ,2019 - 2023 and Forecast 2024 - 2030 (Sales Value USD Million) |
| 10.1. Product Type Analysis and Forecast by Sales Value USD Million, Y-o-Y Growth (%), and Market Share (%) |
| 10.1.1.Customer Service Live Chat System |
| 10.1.2.Informational Live Chat System |
| 10.1.3.Sales Live Chat System |
| 10.2. End User Analysis 2019 - 2023 and Forecast 2024 - 2030 by Sales Value USD Million, Y-o-Y Growth (%), and Market Share (%) |
| 10.2.1.Retail and E-commerce |
| 10.2.2.IT and Telecom |
| 10.2.3.Media and Entertainment |
| 10.2.4.Travel and Hospitality |
| 10.2.5.Pharmaceutical |
| 10.2.6.Healthcare |
| 10.2.7.BFSI |
| 10.2.8.Others |
| 10.3. Country Analysis 2019 - 2023 and Forecast 2024 - 2030 by Sales Value USD Million, Y-o-Y Growth (%), and Market Share (%) |
| 10.3.1.China |
| 10.3.2.India |
| 10.3.3.Australia and New Zealand (ANZ) |
| 10.3.4.Japan |
| 10.3.5.Rest of APAC |
| 11.Middle East and Africa (MEA) Live Chat Software Market ,2019 - 2023 and Forecast 2024 - 2030 (Sales Value USD Million) |
| 11.1. Product Type Analysis and Forecast by Sales Value USD Million, Y-o-Y Growth (%), and Market Share (%) |
| 11.1.1.Customer Service Live Chat System |
| 11.1.2.Informational Live Chat System |
| 11.1.3.Sales Live Chat System |
| 11.2. End User Analysis 2019 - 2023 and Forecast 2024 - 2030 by Sales Value USD Million, Y-o-Y Growth (%), and Market Share (%) |
| 11.2.1.Retail and E-commerce |
| 11.2.2.IT and Telecom |
| 11.2.3.Media and Entertainment |
| 11.2.4.Travel and Hospitality |
| 11.2.5.Pharmaceutical |
| 11.2.6.Healthcare |
| 11.2.7.BFSI |
| 11.2.8.Others |
| 11.3. Country Analysis 2019 - 2023 and Forecast 2024 - 2030 by Sales Value USD Million, Y-o-Y Growth (%), and Market Share (%) |
| 11.3.1.GCC Countries |
| 11.3.2.South Africa |
| 11.3.3.Rest of MEA |
| 12.Latin America Live Chat Software Market ,2019 - 2023 and Forecast 2024 - 2030 (Sales Value USD Million) |
| 12.1. Product Type Analysis and Forecast by Sales Value USD Million, Y-o-Y Growth (%), and Market Share (%) |
| 12.1.1.Customer Service Live Chat System |
| 12.1.2.Informational Live Chat System |
| 12.1.3.Sales Live Chat System |
| 12.2. End User Analysis 2019 - 2023 and Forecast 2024 - 2030 by Sales Value USD Million, Y-o-Y Growth (%), and Market Share (%) |
| 12.2.1.Retail and E-commerce |
| 12.2.2.IT and Telecom |
| 12.2.3.Media and Entertainment |
| 12.2.4.Travel and Hospitality |
| 12.2.5.Pharmaceutical |
| 12.2.6.Healthcare |
| 12.2.7.BFSI |
| 12.2.8.Others |
| 12.3. Country Analysis 2019 - 2023 and Forecast 2024 - 2030 by Sales Value USD Million, Y-o-Y Growth (%), and Market Share (%) |
| 12.3.1.Brazil |
| 12.3.2.Mexico |
| 12.3.3.Rest of LA |
| 13. Competition Landscape |
| 13.1. Market Player Profiles (Introduction, Brand/Product Sales, Financial Analysis, Product Offerings, Key Developments, Collaborations, M & A, Strategies, and SWOT Analysis) |
| 13.2.1.Intercom |
| 13.2.2.LivePerson, Inc |
| 13.2.3.SnapEngage |
| 13.2.4.Zendesk Singapore Pte. Ltd |
| 13.2.5.LogMeIn, Inc |
| 13.2.6.Velaro, Inc |
| 13.2.7.Olark |
| 13.2.8.Kayako |
| 13.2.9.Comm100 Network Corporation |
| 14. Research Methodology |
| 15. Appendix and Abbreviations |
Key Market Players
Author
Sravani is a proficient Business Analyst with an MBA and a background in Computer Science, with seven years of experience in the field of market research. Sravani is adept at creating competitive evaluations, precise market estimations, and market projections, emphasizing the food and beverage and information and communication technology (ICT) industries. Her areas of competence are identifying important players, projecting market trends, and assessing the potential for industry growth. She applies a strong analytical approach to provide precise market estimates and thorough industry analysis, empowering organizations to make data-driven decisions. Sravani's estimating and forecasting abilities are essential for businesses to take advantage of new opportunities and effectively manage dynamic market environments.