ライブチャットソフトウェアの市場規模、シェア、成長分析：ソフトウェアの種類別、展開モード別、ビジネスコンセプト別、企業規模別、価格モデル別、最終用途産業別、地域別 - 産業予測 2025～2032年

ライブチャットソフトウェアの世界市場規模は、2023年に10億7,000万米ドルと評価され、2024年の11億6,000万米ドルから2032年には22億5,000万米ドルに成長し、予測期間（2025～2032年）のCAGRは8.61％で成長する見通しです。

ライブチャットソフトウェア市場は、24時間365日のカスタマーケアサポートに対する需要の高まりによって大きな成長を遂げています。消費者は企業とのシームレスなコミュニケーションをますます期待するようになり、利用しやすいコンタクトオプションを提供する企業を優先するようになっています。AIを搭載したチャットボットの統合により、ライブチャット機能がさらに強化され、企業は複数の顧客に同時にサービスを提供し、販売とマーケティングのプロセスを合理化できるようになりました。注目すべきことに、LUSHのようなブランドは、チャット機能を介して関与する顧客の間で174%高いコンバージョン率を達成していることを示しています。eコマースが拡大し続け、2032年までに8兆5,000億米ドルを超えると予想される中、ライブチャットはカート放棄を減らし、コンバージョンを促進するために不可欠になってきています。しかし、企業はデータセキュリティとプライバシーを優先し、GDPRとCCPAのような規制を遵守し、機密性の高い顧客情報を効果的に管理する必要があります。

目次

イントロダクション

• 調査の目的
• 調査範囲
• 定義

調査手法

• 情報調達
• 二次と一次データの方法
• 市場規模予測
• 市場の前提条件と制限

エグゼクティブサマリー

• 世界市場の見通し
• 供給と需要の動向分析
• セグメント別機会分析

市場力学と見通し

• 市場概要
• 市場規模
• 市場力学
  • 促進要因と機会
  • 抑制要因と課題
• ポーターの分析

主な市場の考察

• 重要成功要因
• 市場に影響を与える要因
• トップ投資機会
• 市場エコシステム
• 市場の魅力指数（2024年）
• PESTEL分析
• マクロ経済指標
• 価格分析
• 技術の進歩、メリット、そして影響
• ケーススタディ

ライブチャットソフトウェア市場規模：ソフトウェアの種類別

• 市場概要
• カスタマーサービスライブチャットシステム
  • AI搭載チャットボット
  • 人間エージェントベース
  • ハイブリッド
• セールスライブチャットソフトウェア
• ソーシャルメディアとマーケティングメッセージングソフトウェア
• その他

ライブチャットソフトウェア市場規模：展開モード別

• 市場概要
• ウェブベース
• クラウドベース（SaaS）
• オンプレミス
  • モバイルベース
  • デスクトップ/PCベース
• ハイブリッド

ライブチャットソフトウェア市場規模：ビジネスコンセプト別

• 市場概要
• B2B
• B2C
• B2G

ライブチャットソフトウェア市場規模：企業規模別

• 市場概要
• 中小企業
• 大企業

ライブチャットソフトウェア市場規模：価格モデル別

• 市場概要
• サブスクリプションベース
• フリーミアム
• 1回払い
• 従量課金制
• その他

ライブチャットソフトウェア市場規模：最終用途産業別

• 市場概要
• eコマースと小売
• 銀行、金融サービス、保険（BFSI）
• ヘルスケアと遠隔医療
• IT・通信
• 旅行とホスピタリティ
• 教育とeラーニング
• 政府および公共部門
• メディア＆エンターテインメント
• その他

ライブチャットソフトウェア市場規模

• 北米
  • 米国
  • カナダ
• 欧州
  • ドイツ
  • スペイン
  • フランス
  • 英国
  • イタリア
  • その他欧州地域
• アジア太平洋地域
  • 中国
  • インド
  • 日本
  • 韓国
  • その他アジア太平洋地域
• ラテンアメリカ
  • ブラジル
  • その他ラテンアメリカ地域
• 中東・アフリカ
  • GCC諸国
  • 南アフリカ
  • その他中東・アフリカ

競合情報

• 上位5社の比較
• 主要企業の市場ポジショニング（2024年）
• 主な市場企業が採用した戦略
• 最近の市場動向
• 企業の市場シェア分析（2024年）
• 主要企業の企業プロファイル
  • 企業の詳細
  • 製品ポートフォリオ分析
  • 企業のセグメント別シェア分析
  • 収益の前年比比較（2022～2024年）

主要企業プロファイル

• Tidio
• LiveChat
• Zendesk
• Tawk.to
• Birdeye
• Intercom
• LiveChat Inc.
• eGain Corporation
• LivePerson Inc.
• Freshworks Inc.
• Olark
• Crisp
• Zoho SalesIQ

結論と提言

Global Live Chat Software Market size was valued at USD 1.07 Billion in 2023 and is poised to grow from USD 1.16 Billion in 2024 to USD 2.25 Billion by 2032, growing at a CAGR of 8.61% in the forecast period (2025-2032).

The live chat software market is experiencing significant growth driven by the rising demand for 24/7 customer care support. Consumers increasingly expect seamless communication with businesses and prioritize companies that offer accessible contact options. The integration of AI-powered chatbots has further enhanced live chat capabilities, allowing organizations to serve multiple customers simultaneously and streamline their sales and marketing processes. Notably, studies indicate that brands like Lush achieve a 174% higher conversion rate among customers who engage through chat features. As e-commerce continues to expand, expected to surpass USD 8.5 trillion by 2032, live chat is becoming essential for reducing cart abandonment and facilitating conversions. However, businesses must prioritize data security and privacy, adhering to regulations like GDPR and CCPA to manage sensitive customer information effectively.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Live Chat Software market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global Live Chat Software Market Segments Analysis

The global live chat software market is segmented into software type, deployment mode, business concept, enterprise size, pricing model, end-use industry and region. By software type, the market is customer service live chat systems, sales live chat software, social media & marketing messaging software and others. By deployment mode, the market is segmented into Web-based, Cloud-based (SaaS), On-premises, and Hybrid. By business concept, the market is segmented into B2B, B2C and B2G. By enterprise size, the market is segmented into Small and Medium Size Enterprises (SMEs) and Large Enterprises. Based on pricing model, the market is segmented into Subscription-Based, Freemium, One-time Payment, Pay-as-you-go and Others. By end-use industry, the market is segmented into E-commerce & Retail, Banking, Financial Services & Insurance (BFSI), Healthcare & Telemedicine, IT & Telecom, Travel & Hospitality, Education & E-learning, Government & Public Sector, Media & Entertainment and Others. By region, the market is analyzed across North America, Europe, Asia-Pacific, Middle East & Africa, and Latin America.

Driver of the Global Live Chat Software Market

One of the primary factors propelling the growth of the global live chat software market is the increasing demand from various industries for real-time customer support. In today's hyper-connected digital landscape, customers are seeking instant, convenient, and personalized assistance at every touchpoint, which traditional communication methods like email or phone often fail to provide. Live chat solutions empower businesses to address inquiries promptly, significantly reducing response times and enhancing customer satisfaction levels. According to a HubSpot report, over 82% of customers regard "immediate responses" as crucial during support and sales interactions, particularly in time-sensitive sectors such as healthcare, banking, finance, and e-commerce.

Restraints in the Global Live Chat Software Market

One significant constraint facing the global live chat software market is the necessity for robust internet connectivity. In regions such as parts of Africa, South Asia, and Latin America, where high-speed internet access is often inconsistent or entirely absent, the growth potential of live chat platforms can be severely hindered. These platforms depend on continuous, low-latency internet to function effectively; without it, users frequently experience issues like lag, disconnections, or complete service outages. Consequently, the lack of reliable broadband and mobile network coverage in these areas poses substantial challenges to the widespread adoption and effectiveness of live chat solutions.

Market Trends of the Global Live Chat Software Market

The Global Live Chat Software market is experiencing a significant evolution driven by advancements in AI capabilities, revolutionizing customer service interactions. With AI systems now proficient in understanding over 7,000 languages, tools like Klarna's multilingual chatbot, which operates in more than 35 languages, exemplify the technology's ability to break down linguistic barriers and provide tailored customer experiences. This trend is enhancing personalization and responsiveness, ensuring quicker resolutions to customer inquiries. As businesses increasingly adopt these intelligent solutions, live chat platforms are solidifying their role as a cornerstone of the customer service economy, fostering greater satisfaction and loyalty among users worldwide.

Table of Contents

Introduction

• Objectives of the Study
• Scope of the Report
• Definitions

Research Methodology

• Information Procurement
• Secondary & Primary Data Methods
• Market Size Estimation
• Market Assumptions & Limitations

Executive Summary

• Global Market Outlook
• Supply & Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Overview
• Market Size
• Market Dynamics
  • Drivers & Opportunities
  • Restraints & Challenges
• Porters Analysis
  • Competitive rivalry
  • Threat of substitute
  • Bargaining power of buyers
  • Threat of new entrants
  • Bargaining power of suppliers

Key Market Insights

• Key Success Factors
• Market Impacting Factors
• Top Investment Opportunities
• Market Ecosystem
• Market Attractiveness Index, 2024
• PESTEL Analysis
• Macro-Economic Indicators
• Pricing Analysis
• Technology Advancements, Benefits, And Impacts
• Case Studies

Global Live Chat Software Market Size by Software Type & CAGR (2025-2032)

• Market Overview
• Customer Service Live Chat Systems
  • AI-Powered Chatbots
  • Human-Agent Based
  • Hybrid
• Sales Live Chat Software
• Social Media & Marketing Messaging Software
• Others

Global Live Chat Software Market Size by Deployment Mode & CAGR (2025-2032)

• Market Overview
• Web-based
• Cloud-based (SaaS)
• On-premises
  • Mobile Based
  • Desktop/PC Based
• Hybrid

Global Live Chat Software Market Size by Business Concept & CAGR (2025-2032)

• Market Overview
• B2B
• B2C
• B2G

Global Live Chat Software Market Size by Enterprise Size & CAGR (2025-2032)

• Market Overview
• Small and Medium Size Enterprises (SMEs)
• Large Enterprises

Global Live Chat Software Market Size by Pricing Model & CAGR (2025-2032)

• Market Overview
• Subscription-Based
• Freemium
• One-time Payment
• Pay-as-you-go
• Others

Global Live Chat Software Market Size by End-Use Industry & CAGR (2025-2032)

• Market Overview
• E-commerce & Retail
• Banking, Financial Services & Insurance (BFSI)
• Healthcare & Telemedicine
• IT & Telecom
• Travel & Hospitality
• Education & E-learning
• Government & Public Sector
• Media & Entertainment
• Others

Global Live Chat Software Market Size & CAGR (2025-2032)

• North America (Software Type, Deployment Mode, Business Concept, Enterprise Size, Pricing Model, End-Use Industry)
  • US
  • Canada
• Europe (Software Type, Deployment Mode, Business Concept, Enterprise Size, Pricing Model, End-Use Industry)
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific (Software Type, Deployment Mode, Business Concept, Enterprise Size, Pricing Model, End-Use Industry)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America (Software Type, Deployment Mode, Business Concept, Enterprise Size, Pricing Model, End-Use Industry)
  • Brazil
  • Rest of Latin America
• Middle East & Africa (Software Type, Deployment Mode, Business Concept, Enterprise Size, Pricing Model, End-Use Industry)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2024
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2024
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

• Tidio
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• LiveChat
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Zendesk
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Tawk.to
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Birdeye
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Intercom
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• LiveChat Inc.
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• eGain Corporation
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• LivePerson Inc.
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Freshworks Inc.
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Olark
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Crisp
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Zoho SalesIQ
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations