How To Fix Order Tracking And Delivery Issues To Improve Post Purchase Experience

Описание: If your inbox is full of Where is my order tickets, this conversation is for you. In this episode, Jevon le Roux explains why most post purchase problems are not a CX issue at all, they are an operations issue that fails silently across fragmented systems.

You will learn how proactive complaint prevention works, what typically breaks after checkout, and how reducing manual firefighting can lift customer retention, improve staff engagement, and protect profit when margins are under pressure.

Expect practical guidance on what to fix first, how to spot when you are fighting symptoms, and how retail leaders can restructure ownership so the post purchase journey stops being everyone’s problem and becomes a clear, managed promise to the customer.

Video summary
00:02 Intro and who Jevon le Roux is, plus his retail and ecommerce background
02:38 Why the real shift is from reactive support to complaint prevention in real time
04:28 Where is my order explained as an operations issue, not a CX issue
05:27 What breaks after checkout and why it feels like whack a mole across systems
07:02 Why support teams still jump between systems and why stacks get so fragmented
10:11 Why post purchase operations can act like the new loyalty program for retention
12:53 The long term cost of reacting to tickets, including churn, hiring, and margin pressure
15:20 AI should remove work, not people, and what repetitive work should disappear first
16:30 The reality of tab overload and reporting cross checks in large retail operations
17:20 How customer service can become a profit centre once firefighting is removed
19:23 The market shift toward proactive service and why triage chat is not prevention
23:45 Why the CEO should own the customer and stay close to customer service signals
25:20 Why customer service should own post purchase ops so upstream does not become downstream pain
27:42 One sign you are fighting symptoms: chaos, ticket build ups, and staff churn
29:13 What to do first: restructure reporting lines and give clear post purchase ownership

Most valuable takeaways you can apply
1. Treat Where is my order as an ops signal, not a support problem. Fix the upstream break, not the reply.

2. Map the customer promise at checkout, then track where reality diverges across pick, pack, ship, and delivery.

3. Stop relying on people to stitch the truth together across systems. The manual cross checking is the cost you can remove first.

4. Use ticket build up size and time to resolution as your early warning that the business is running in reactive mode.

5. Watch staff churn in customer service. If churn is high, the business is paying a hidden tax in training, errors, and burnout.

6. Bring post purchase ownership into one place. When customer service owns the post purchase journey, prevention becomes possible.

7. Make the CEO closer to customer service signals. It is the fastest way to see what is breaking and what is costing you.

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#ecommerce #customerservice #customerexperience #customerretention #retailoperations