2026 E-Commerce Performance Report
Proactive in-chat assistance can lift conversions up to 10x versus a passive chat (industry benchmark — source iAdvize). On an average 1-2% rate in Italy, it is the lever with the most immediate effect.
The right advice before purchase cuts returns by up to -55% (industry benchmark — source iAdvize): fewer wrong sizes, fewer returns, more margin retained.
A well-managed relationship brings more repeat customers: up to +60% retention (industry benchmark — source iAdvize). And bringing a customer back costs less than acquiring a new one.
Conversions, fewer returns and more repeats compound over time: up to 3x customer lifetime value (industry benchmark — source iAdvize).
Around 70% of carts are abandoned (source: Baymard Institute) and the average Italian e-commerce conversion rate is about 1-2% (source: Casaleggio Associati). That is the space the four levers act on.
