Global Live Chat Software Market 2016-2020

  • Published: Oct 2016
  • Pages: 58
  • SKU: IRTNTR10596

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This market research report analyzes the key players in the global live chat software market such as LivePerson, Zendesk, LogMeIn, LiveChat, and SnapEngage. The report also presents a competitive analysis of the live chat software market share by end-users (retail and e-commerce, travel and hospitality, IT and consulting, telecommunication, pharmaceutical, and others (BFSI, education, government, and transportation)) and by geography (the Americas, APAC, and EMEA).

Global live chat software market outlook

Technavio’s market research analysts predict the global live chat software market to grow steadily during the forecast period and post a CAGR of almost 8% by 2020. This industry research report identifies the increased need to improve customer relationship management (CRM) to be one of the major factors that will have a positive impact on the growth of the live chat software market size in the coming years. The increasing competition in every industry, has induced enterprises across the world to enhance their customer relationships to help them obtain the largest market share. Though organizations have started implementing enterprise solutions like enterprise resource planning (ERP) and customer relationship management (CRM), the lack of a centralized system makes it difficult to control continuous interaction with customers resulting in a loss of revenue. The use of live chat software facilitates personalized customer interaction, where companies can provide product or brand information as per customer requirements. This will result in increasing the number of organizations adopting live support software, propelling market growth.

The integration of live chat software with social media will be one of the major trends that will gain traction in the live chat app market. Social media websites such as Facebook and Twitter that were started as interaction tools are now the major platforms used by enterprises to enhance brand awareness and interact with customers. Since live chat software will help enterprises effectively manage customer conversations, social media companies will start integrating their platforms with live help software which will help increase the number of organizations and customers subscribing to their services.

Competitive landscape and key vendors

Characterized by the presence of several vendors, this global market appears to be highly fragmented. The lack of standardization and easy integration of the software with other applications have resulted in the existence of several vendors and the market’s competitive environment is quite fierce. The introduction of new technologies such as chatbot and intelligence virtual assistance, will attract more vendors to the live chat software market, which will intensify the level of competition among existing vendors.

The leading vendors in the live chat software​ market are -

  • LivePerson
  • Zendesk
  • LogMeIn
  • LiveChat
  • SnapEngage

The other prominent vendors in the market are Comm100, Freshdesk, Intercom, JivoSite, Kayako, LiveZilla, Olark, Provide Support, PureChat, UserLike, Velaro, and Woopra.

Segmentation by end-users and analysis of the live chat software market

  • Retail and e-commerce
  • Travel and hospitality
  • IT and consulting
  • Telecommunication
  • Pharmaceutical

During 2015, the retail and e-commerce sector accounted for the major market shares and dominated the live chat software industry, as per the live chat market research report. The rapid growth of the major e-commerce platforms such as Amazon, Alibaba, Flipkart, Snapdeal, and Walmart and the use of live chat software by these companies to enhance customer experience, will drive the growth of the market. Analysts predict that this sector will continue to dominate the chat support software market throughout the forecast period.

Geographical segmentation and analysis of the live chat software market

  • Americas
  • APAC
  • EMEA

In terms of geographical regions, the Americas will be the major revenue contributors to the market throughout the next four years. The increased use of the internet for various applications such as shopping, travel, education, and social networking and the awareness among various industries such as retail, BFSI, government, and travel on the benefits of online chat software to enhance customer experience, will bolster the market’s growth prospects in this region.

Key questions answered in the report include

  • What will the live chat software market size and the growth rate be in 2020?
  • What are the key factors driving the global live chat software market?
  • What are the key live chat trends impacting the growth of the global live chat software market?
  • What are the challenges to the live chat software market growth?
  • Who are the key vendors in the global live chat software market?
  • What are the market opportunities and threats faced by the vendors in the global live chat software market?
  • Trending factors influencing the live chat software market shares of the Americas, APAC, and EMEA.
  • What are the key outcomes of the five forces analysis of the global live chat software market?

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Table of Contents

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

Research Framework

Technavio presents a detailed picture of the market by way of study, synthesis, and summation of data from multiple sources. The analysts have presented the various facets of the market with a particular focus on identifying the key industry influencers. The data thus presented is comprehensive, reliable, and the result of extensive research, both primary and secondary.


Primary sources

  • Manufacturers and suppliers
  • Channel partners
  • Industry experts
  • Strategic decision makers

Secondary sources

  • Industry journals and periodicals
  • Government data
  • Financial reports of key industry players
  • Historical data
  • Press releases


Data Synthesis

  • Collation of data
  • Estimation of key figures
  • Analysis of derived insights

Data Validation

  • Triangulation with data models
  • Reference against proprietary databases
  • Corroboration with industry experts



  • Market drivers
  • Market challenges
  • Market trends
  • Five forces analysis


  • Market size and forecast
  • Market segmentation
  • Geographical insights
  • Competitive landscape
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