How big is the live chat software market | Global Analysis & Key Drivers 2025

Code: MTA7825 Publication Date: Aug 2025

How big is the Live Chat Software Market?

According to 6Wresearch internal database and industry insights, the Live Chat Software Market was valued at USD 1.2 Billion in 2024 and is expected to reach USD 2.4 Billion by 2031, growing at a compound annual growth rate of 10.12% during the forecast period of 2025 to 2031.

The market is expanding due to rising demand for real-time customer support, integration with CRM and AI chatbots, and the growing importance of omnichannel engagement strategies.

Key Growth Drivers of the Live Chat Software Market

  • Growing demand of instant, real time customer care services in industries
  • Increased use of chatbots AI chatbots to automate query replies
  • The accelerating e-commerce market and online-first business models
  • CRM and helpdesk enable smooth workflow integrations
  • There is a need to increase customer satisfaction and conversion rate.

Live Chat Software Market Trends

Live chat software market is witnessing trends like the integration of AI and natural language processing for smarter automated responses, increasing use of predictive analytics for proactive engagement, and adoption of video chat capabilities to enhance customer interaction. Organizations are integrating live chat into other mobile application, social sites, and websites in order to come up with a similar experience. Increasingly, there has been a move to single communication solution, which integrates chat, email and voice.

Emerging Developments in the Live Chat Software Market

Live chat software market is experiencing developments such as the deployment of multilingual AI chatbots to cater to global audiences, advanced sentiment analysis for personalized support, and deeper integration with marketing automation tools. Organisations are also investigating conversational commerce applications, which allow product suggestions and purchases/ transactions to be carried out on chat platforms. There are also advanced security/compliance measures being added as far as data privacy regulations are concerned.

List of Leading Companies in the Live Chat Software Market

Below is a comprehensive list of the leading market players driving growth in this sector:

1. Zendesk, Inc.

Company NameZendesk, Inc.
Established Year2007
HeadquartersCalifornia, USA
Official WebsiteClick Here

Zendesk offers an integrated live chat solution with customer service tools, enabling real-time support, omnichannel communication, and enhanced customer engagement.

2. Live Chat Software S.A.

Company NameLive Chat Software S.A.
Established Year2002
HeadquartersWroclaw, Poland
Official WebsiteClick Here

Live Chat provides feature-rich live chat platforms with customization, analytics, and integrations, serving e-commerce, customer support, and enterprise needs.

3. Intercom, Inc.

Company NameIntercom, Inc.
Established Year2011
HeadquartersCalifornia, USA
Official WebsiteClick Here

Intercom delivers conversational relationship platforms combining live chat, bots, and customer data for personalized and scalable real-time customer interactions.

4. Fresh works Inc. (Fresh chat)

Company NameFresh works Inc. (Fresh chat)
Established Year2010
HeadquartersCalifornia, USA
Official WebsiteClick Here

Fresh chat by Fresh works offers AI-powered live chat, messaging, and automation features to enhance sales, support, and customer engagement experiences.

5. Drift.com, Inc.

Company NameDrift.com, Inc.
Established Year2015
HeadquartersMassachusetts, USA
Official WebsiteClick Here

Drift provides a conversational marketing platform integrating live chat, AI bots, and automation to convert website visitors into qualified leads and customers.

6. Tawk.to Inc.

Company NameTawk.to Inc.
Established Year2012
HeadquartersNevada, USA
Official WebsiteClick Here

Tawk.to offers a free live chat platform with comprehensive messaging tools, enabling businesses to connect with customers in real time without subscription costs.

7. Olark, LLC

Company NameOlark, LLC
Established Year2009
HeadquartersMichigan, USA
Official WebsiteClick Here

Olark offers a simple, customizable live chat solution with automation, reporting, and CRM integrations for small to mid-sized business customer support.

8. Kayako Ltd.

Company NameKayako Ltd.
Established Year2001
HeadquartersLondon, UK
Official WebsiteClick Here

Kayako provides unified customer service software with live chat, email, and helpdesk tools designed to improve collaboration and customer satisfaction.

9. Snap Engage LLC (now Team Support Chat)

Company NameSnap Engage LLC (now Team Support Chat)
Established Year2008
HeadquartersColorado, USA
Official WebsiteClick Here

Snap Engage offers live chat and chatbot solutions with HIPAA compliance, CRM integrations, and omnichannel engagement for healthcare and enterprise sectors.

10. Click Desk Corp.

Company NameClick Desk Corp.
Established Year2011
HeadquartersCalifornia, USA
Official WebsiteClick Here

Click Desk delivers live chat, voice, and video calling capabilities in one platform, focusing on customer engagement and instant support for global businesses.

How big is the live chat software market : FAQs

It was valued at USD 1.2 Billion in 2024 and is projected to reach USD 2.4 Billion by 2031.
The live chat software market is expected to grow at a CAGR of 10.12% from 2025 to 2031.
Real-time support demand, AI chatbot adoption, and omnichannel engagement strategies.
AI/NLP-powered responses, predictive engagement, video chat, and CRM integration.
6W monitors the market across 60+ countries Globally, publishing an annual market outlook report that analyses trends, key drivers, Size, Volume, Revenue, opportunities, and market segments. This report offers comprehensive insights, helping businesses understand market dynamics and make informed decisions.
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