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Customer 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 reactive

• The 80+ post-purchase failure points brands don’t monitor

• How proactive post-purchase can cut support tickets by up to 50%

• Why scaling your support team isn’t the real solution

• How brands like Tony Bianco, Muscle Republic and Budgy Smuggler are approaching automation

• Why “Where Is My Order?” might disappear in the next five years

Jevon shares how his experience leading major Australian retail brands exposed a massive gap in post-purchase operations - and how Keeyu is creating an entirely new category: Proactive Post-Purchase.

This episode is a must-listen if you are:

• A founder scaling past $5M+ online

• A Head of eCommerce managing multiple warehouses

• Running Shopify, Magento, Salesforce or WooCommerce

• Hiring seasonal support staff every peak

• Feeling margin pressure in 2026

If complexity is increasing, this conversation is highly relevant.

There’s a clear shift happening in eCommerce:

From reactive ticket management
➡️ To proactive issue prevention

Helpdesks manage tickets.
Keeyu aims to prevent them.

And in a climate where customer acquisition costs are rising and retention matters more than ever, that distinction matters.

If reducing churn and increasing lifetime value is a priority for 2026, operational efficiency is only part of the equation.

At Remarkable Digital, we help Australian eCommerce brands drive compounding growth through SEO, turning high-intent search into predictable revenue.

If your traffic isn’t growing in line with your ambitions, hit the free audit button in the show notes and we’ll show you what’s possible.

Learn more or book a discovery call:
👉 https://keeyu.com

🚨 The Stat That Should Concern Every Founder

🔍 What You’ll Learn in This Episode

🧠 Who This Is For⚙️ The Bigger Shift

📈 Want to Improve Retention & Organic Growth?

🔗 Connect with Keeyu