Copy Link
Fulfilment & Logistics
How order processing works: from checkout to dispatch
The promise starts the second they hit pay. I walk through what happens between checkout and dispatch, and where it quietly breaks. One brand I work with found 190 orders sitting in a sync error nobody had noticed. You will learn how to catch that before your customer does.
Picking, packing and the warehouse handoff
Short picks, split stock, a warehouse that says one thing while your store says another. I have watched partial picks turn into manual fire drills at some of the biggest retailers in the country. This guide covers how the handoff should actually work.
Choosing carriers and managing multi-carrier shipping
I have onboarded brands from Billabong to Puma, and no two carrier mixes look the same. You will learn when to add a carrier, what visibility you lose the moment you do, and how to keep one view of every parcel.
The delivery experience: getting it to the doorstep on time
A parcel that sits still for five days is a churn event in slow motion. You will learn which delivery exceptions matter, which do not, and the play I have seen save the sale: reaching the customer before the carrier's bad news does.
Order Tracking & Communication
Order confirmations that set the right expectations
I have seen brands email 'it's shipped' days before the first carrier scan. That gap is where trust dies. This guide covers what a confirmation should promise, when to send it, and what never to say.
Shipping progress updates (SMS and email)
Between checkout and delivery you have the most captive audience in ecommerce. From running this across 35 brands, I will show you the update cadence that cuts tickets instead of creating them.
Delivery notifications and exception alerts
The head of CX at a major furniture brand told me: the post-purchase journey breaks and we find out too late. You will learn how exception alerts flip that, so you move before the customer even sees a delay.
Proactive vs reactive: stopping WISMO before it starts
One in five orders hits an operational issue, and most brands only find out when the ticket lands. At one brand I spoke with, 90% of the customers who raised one never bought again. This is the guide to catching the break upstream and keeping the promise, so the ticket never exists.
Customer Support & Troubleshooting
Handling post-sale inquiries at scale
I have met a team running 350,000 orders a year with one support person, and another spending $1.5 million a year mostly on reactive firefighting. Both had the same problem. You will learn the structure that scales support without scaling headcount.
Returns and exchanges without the friction
EHP Labs cut resolution from 45 minutes to 5 and saved $455,000 a year, and a big part of that was returns. This guide covers the frictionless flow: reason, label, refund, restock, without the nine-day backlog I have seen elsewhere.
Warranty claims and damaged-goods flows
Nothing burns a good customer like being flagged as fraud over a genuine damaged item. I walk through claim flows that protect margin without punishing the honest 99%.
Helping customers actually use the product
The best support call is the one that never happens. After 20 years in retail I am convinced most product questions are onboarding failures in disguise. You will learn how the best brands teach the product before the ticket exists.
Post-Purchase Marketing
Personalised product recommendations after the sale
The order confirmation page is the highest-intent real estate you own, and most brands waste it. I will show you what to offer, when, and why the wrong upsell costs more than no upsell.
Feedback and review requests that get answered
Zero churn in 18 months is what happens when customers feel looked after, and reviews follow the same physics. This guide covers timing the ask so it lands after the promise is kept, not before.
Loyalty programs that drive repeat purchases
Get it wrong and one broken order takes the customer, the review, and the ten sales they would have sent you. Get it right and loyalty runs itself. I will show you which programs actually move repeat rate.
Ready to Stop Reacting?
The fastest way to see how Keeyu prevents complaints is to see it in action.
In one call, we’ll map your current operations, show how our AI Agent fits in, and walk through real examples of issues fixed before customers notice.
Most teams go live within 48 hours. We never share your data.
