This episode reveals how reactive customer service is costing Australian e-commerce brands billions in churned revenue. Jevon Le Roux, CEO & Co-Founder of Keeyu, explains that by addressing over 80 post-purchase failure points proactively, businesses can cut support tickets by up to 50% and transform the customer experience. This is essential listening for any e-commerce operator looking to reduce "Where is my order?" inquiries and associated costs.
Key takeaways
Identify and address the 80+ common post-purchase failure points to proactively prevent customer issues rather than just reacting to them.
Implement proactive post-purchase communication strategies to reduce "Where is my order?" (WIMO) tickets by up to 50% and significantly improve customer satisfaction.
Shift away from scaling support teams as the primary solution for peak seasons; instead, invest in technology and processes that eliminate the root causes of support inquiries.
Leverage data and analytics to monitor post-purchase performance and identify areas for improvement, turning potential churn into customer retention opportunities.
Free SEO Audit Connect with JevonKeeyu WebsiteCustomer service is broken in eCommerce, and it’s costing Australian brands millions.In this episode of E-Commerce Australia, Ryan sits down with Jevon Le Roux, former MD of SurfStitch and P.E Nation, now CEO & Co-Founder of Keeyu, a platform built to eliminate reactive customer service tickets before they ever exist.If you’re still hiring more support staff every peak season…If “Where is my order?” is your most common ticket…If your team is drowning in manual fixes and system hopping…This episode will challenge how you think about post-purchase.According to Australia Post, 1 in 5 online shoppers didn’t get what they wanted last year.That resulted in $13 billion in churned revenue.The question is, how much of that churn is preventable?Why traditional helpdesks are fundamentally reactiveThe 80+ post-purchase failure points brands don’t monitorHow proactive post-purchase can cut support tickets by up to 50%Why scaling your support team isn’t the real solutionHow brands like Tony Bianco, Muscle Re
What does this episode say about customer retention?
Identify and address the 80+ common post-purchase failure points to proactively prevent customer issues rather than just reacting to them.
What does this episode say about supply chain & operations?
Implement proactive post-purchase communication strategies to reduce "Where is my order?" (WIMO) tickets by up to 50% and significantly improve customer satisfaction.
What does this episode say about ai & automation?
Shift away from scaling support teams as the primary solution for peak seasons; instead, invest in technology and processes that eliminate the root causes of support inquiries.
What does this episode say about customer retention?
Leverage data and analytics to monitor post-purchase performance and identify areas for improvement, turning potential churn into customer retention opportunities.
