Buyers the agent advises spend two to nearly three times more per order.
On a kids' fashion store and a DIY and home store, the chat answered questions in shoppers' own words and proposed what goes together.
- Kids' fashion · DIY and home · EU
- 30 and 35 days, mid-2026
- Chat users against non-users, same window
Shoppers ask in their own words. Keyword search answers in product names.
A parent types “shoes for a 3-year-old for a wedding”. A DIY shopper types “what do I need to tile a bathroom”. Keyword search returns nothing useful, and the question behind it has nowhere to go: what size, what goes together, what the project needs.
The shopper works it out alone or leaves.
An in-store assistant, on the site
Understands the need
Answers product and how-to questions in natural language, from the live catalog.
Recommends what goes together
Proposes specific products and builds the basket, the way a good in-store assistant would.
Uses the same memory
Runs on the same profile as search, recommendations and email, so each conversation sharpens the rest.
Shoppers who used the chat, against those who did not
Same window per store: 35 days on the kids' store, 30 days on the DIY store. Shoppers chose to use the chat, so this is not a controlled test.
| Measure | Kids' fashion, no chat | Kids' fashion, chat | DIY, no chat | DIY, chat |
|---|---|---|---|---|
| Buyer rate | 0.68% | 6.48% (9.5×) | 0.66% | 5.08% (7.7×) |
| Average order, indexed | 100 | 197 (2×) | 100 | 275 (2.7×) |
| Revenue per visitor | 1× | 21× | 1× | 49× |
From question to basket
On the kids' fashion store, 1,654 chat sessions asked 3,267 questions in 35 days. The agent gave 2,177 answers with products or advice, and 5.2% of sessions ended in an order.
Every advised shopper viewed a product, 29% added to cart and 1 in 15 bought. On the DIY store, orders placed after an agent recommendation averaged 3.9 times the site's average order.
How we counted
Self-selected. Shoppers who open a chat are often closer to buying, so part of the gap is intent. Each store is compared within the same window, so promotions affect both groups.
Conservative attribution. On the DIY store, revenue attributed to the chat in 30 days was 7.5% of all the revenue Releva was credited with across channels.
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Read next
Sales agent
Search, recommendations, chat and banners on your site, decided for each visitor.
See the Sales agent →Case studySearch on the kids' store
The 4.9% of visitors who searched brought 27.5% of revenue.
Read the case study →SolutionHelp shoppers find the right product
Search, pages and chat that answer in the shopper's own words.
See the solution →
See the agent answer on your own catalog
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