Global Live Chat Software Market to Reach US$ 2,060.3 Million by 2032, Catalyzed by Escalating Demand for Enhanced Customer Services

May 07, 2022 | Technology & Media

The latest report by IMARC Group, titled “Live Chat Software Market Report by Type (Informational Live Chat Systems, Customer Service Live Chat Systems, Sales Live Chat Systems), Deployment Type (Cloud-based, On-premises), Application (BFSI, IT and Consulting, Retail and E-commerce, Travel and Hospitality, Telecommunication, Healthcare, Education, and Others), and Region 2024-2032,” finds that the global live chat software market size reached US$ 1,069.3 Million in 2023. Live chat software is an online service that provides instant customer support and information. It enables organizations to interact with website visitors in real-time and allows individuals to communicate with customer service representatives directly through a live chat window within the browser. It provides several benefits, such as quick responses, minimal wait time, proactive and omnichannel support, personalized customer experience, and chat archiving features. It also offers reporting and analytics to help companies capture leads and optimize customer support while improving customer loyalty and overall sales. As a result, live chat software is widely used by enterprises across various industries, including e-commerce, retail, healthcare, automotive, real estate, information technology (IT), travel and tourism, education, and banking, financial services and insurance (BFSI).

Global Live Chat Software Market Trends:

The escalating demand for enhanced customer services represents the primary factor driving the market growth. Besides this, significant growth in the e-commerce sector due to the emerging trend of online shopping and rising internet penetration is another major growth-inducing factor. Additionally, there has been a substantial shift from offline distribution channels to online retail platforms due to the implementation of lockdowns amid the sudden outbreak of coronavirus disease (COVID-19). In line with this, the growing usage of e-commerce platforms for the sale and purchase of consumer goods has augmented the demand for live chat software to provide 24x7 customer support, handle queries, and resolve other issues. Furthermore, several key players are launching advanced live chat software integrated with innovative features, such as co-browsing and screen sharing, mobile support, social media integration, and automated pop-up messages. Along with this, the increasing adoption of cloud-based live chat software by organizations to enhance customer relationship management (CRM) and improve user experience has catalyzed the market growth. Other factors, including the surging popularity of live chat, increasing usage of smartphones, rapid urbanization, rising number of small-medium enterprises (SMEs), and technological advancements, are also providing a positive thrust to the market growth. Looking forward, IMARC Group expects the market value to reach US$ 2,060.3 Million by 2032, expanding at a CAGR of 7.3% during the forecast period (2024-2032).

Market Summary:

  • Based on the type, the market has been segregated into informational, customer service, and sales live chat systems.
  • On the basis of the deployment type, the market has been classified as cloud-based and on-premises. 
  • The market has been divided based on the application into BFSI, IT and consulting, retail and e-commerce, travel and hospitality, telecommunication, healthcare, education, and others. 
  • Region-wise, the market has been segmented into North America (the United States and Canada), Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others), Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others), Latin America (Brazil, Mexico, and others), and Middle East and Africa. 
  • The competitive landscape of the market has also been examined, 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.

Report Scope:

Report Features Details
Base Year of the Analysis 2023
Historical Period 2018-2023
Forecast Period 2024-2032
Units US$ Million
Segment Coverage Type, Deployment Type, Application, Region
Region Covered  Asia Pacific, Europe, North America, Latin America, Middle East and Africa
Countries Covered United States, Canada, Germany, France, United Kingdom, Italy, Spain, Russia, China, Japan, India, South Korea, Australia, Indonesia, Brazil, Mexico
Companies Covered 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.
Customization Scope 10% Free Customization
Report Price and Purchase Option Single User License: US$ 3899
Five User License: US$ 4899
Corporate License: US$ 5899
Post-Sale Analyst Support 10-12 Weeks
Delivery Format PDF and Excel through Email (We can also provide the editable version of the report in PPT/Word format on special request)

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IMARC Group is a leading market research company that offers management strategy and market research worldwide. We partner with clients in all sectors and regions to identify their highest-value opportunities, address their most critical challenges, and transform their businesses.

IMARC’s information products include major market, scientific, economic and technological developments for business leaders in pharmaceutical, industrial, and high technology organizations. Market forecasts and industry analysis for biotechnology, advanced materials, pharmaceuticals, food and beverage, travel and tourism, nanotechnology and novel processing methods are at the top of the company’s expertise.

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Global Live Chat Software Market to Reach US$ 2,060.3 Million by 2032, Catalyzed by Escalating Demand for Enhanced Customer Services
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