Post-Purchase Experience Audit (Delivery)

Post-Purchase Experience Audit (Delivery)

1. 01

   Map the post-purchase journey across all client touchpoints

   Document every interaction from order confirmation to delivery, returns, and support. Include email, SMS, live chat, and any AI concierge tools in the flow.

2. 02

   Measure response times and resolution rates for each support channel

   Pull metrics from helpdesk and chat platforms. Compare against industry benchmarks and the client's service-level agreements.

3. 03

   Evaluate AI support tools for auto-resolution capability

   Test tools like Alhena's AI Support Concierge to see if they can resolve common inquiries without human handoff. Note the percentage of tickets auto-resolved and customer satisfaction scores.

4. 04

   Review cart recovery and retention workflows for gaps

   Check if abandoned cart emails, win-back campaigns, and loyalty programs are active and properly segmented. Identify any leaks in the funnel where customers drop off.

5. 05

   Assess integration quality between commerce, support, and analytics platforms

   Verify that data flows correctly between the storefront, helpdesk, and analytics tools. Look for broken APIs or manual data transfers that could cause delays or errors.

6. 06

   Identify overlapping features that bloat the tech stack

   Flag redundant tools that serve the same function, such as multiple live chat widgets or duplicate recommendation engines. Estimate the cost savings from consolidation.

7. 07

   Compile findings into a prioritized action plan for the client

   Present the audit results with clear recommendations, expected ROI, and a timeline for implementation. Include quick wins that can be executed within 30 days.