If you’re here, then by now you know that we’re a Klaviyo agency (an Elite one too!) and you’ve more than likely got a fair grasp of what Klaviyo is, what it can do and why you love it, or perhaps don’t. But humour us, as we break down what Klaviyo is and how its development will take the eCom world by storm.
Klaviyo is a marketing platform designed to help e-commerce brands connect with their customers through personalised email, SMS and WhatsApp. By bringing all your customer data into one place, it makes it easier to send the right message at the right time and see what’s actually driving results.
As the first B2C CRM platform, Klaviyo brings marketing, data and customer relationships together in one unified system built specifically for consumer brands. With features like K:Service, it goes beyond campaigns, empowering support teams with real-time customer insights, seamless integrations and personalised service tools that help brands deliver faster, more meaningful experiences at every touchpoint.
What is the Klaviyo Customer Hub?
So now, for what you’re here for: What on earth is the Customer Hub and why should I use it?!
Klaviyo’s Customer Hub centralises everything you know about each customer, combining key touchpoints, data and personalised content in one place. By using Klaviyo’s extensive integrations and customisable content blocks, it transforms a traditional account page into a dynamic, personalised experience on your website tailored to every individual customer based on their behaviour and their step in the customer journey. This enhanced experience boosts customer engagement and strengthens lifetime value by delivering the right personalised information and interactions at the right moment.
Why Should You Use a Customer Hub?
Klaviyo’s Customer Hub turns a standard account page into a powerful driver of engagement and loyalty. By consolidating all customer touchpoints and data into one personalised experience, it enables seamless interactions that feel tailored and relevant to each individual user.
The customer Hub is designed to personalise the customer's experience before they even log in. Customer Hub provides that personalised experience to recognised shoppers and will track their recently viewed products, allowing them to save products to buy later on, web chats, and FAQs, all without needing a login. Once the user is identified or logs in, this information is gathered and stored in their Klaviyo profile, which enables personalised experiences across all Klaviyo channels.
Extensive integrations and customisable content blocks make it easy for the customer to surface the right information at the right time, ultimately increasing customer satisfaction and lifetime value.
What are the features of the Customer Hub?
There are many features of the customer hub service, and being user-specific is one of them. The ‘for you’ section, showing the individual user's favourite categories (wishlist-sque feature), AI product recommendations, surfacing coupons, and so much more.
Recently viewed products and favourites come up as recommended for users once they log in. Product recommendations are surfaced using AI by analysing customer data such as browsing history, purchase history, and site behaviour to produce personalised product recommendations.
There is a wishlist page where customers can put items to purchase later on. This wishlist page can be used to trigger a flow, for example, if a product is added to the wishlist due to it being out of stock, a “sign-up to back-in-stock alerts” flow can be triggered. This means that if the customer signs up, when the product is available, they will be sent an automated flow message.
Another feature is tailored content for specific segments like VIPs, shoppers at risk of churn and first-time buyers. The customer hub improves customer engagement even if customers never log in, because all recognised users still see the content personalised to fit their own wants and needs
Klaviyo’s customer agent is an AI-powered chatbot that provides 24/7 automated support within the customer hub. The agent can help with common FAQ’s about orders, products, and policies by using data from your store. The customer agent helps in boosting sales by being able to solve common inquiries at any time. Tools like Gorgias and ZenDesk can be integrated to utilise the power of these AI customer service tools alongside Klaviyo’s.
How The Customer Hub Works
Initially, setting up the customer hub is easier than you might think. Setting up the customer hub doesn’t require any coding; it’s all done within Klaviyo. It’s designed to be an easy feature to launch.
The first step is to enable the customer hub tool on the Klaviyo dashboard. After doing this, you're free to customise the branding and ensign of your customer hub. You can edit your on-site widgets to help customers discover your hub. You can also start adding personalised content to the hub.
Then you add extensions, more formally known as pre-built content blocks. These blocks include: product recommendations, favourites, coupons, FAQs, subscriptions, returns, web chat, etc. however you're also free to create your own content blocks with personalisable profile data as well as segment targeting capabilities to exhibit things like offers or other CTAs.
After this, you will want to link your privacy policy and terms to ensure compliance, then you're free to have a play around with the way everything looks and then once you're happy, it’s time to go live with the customer hub!
The customer hub will replace your default Shopify pages with a dynamic slide-in overlay or floating hub (your choice!) accessible from anywhere. The experience adjusts depending on each user, for example:
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Logged out - invites login
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Recognised - shows personalised content without login
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Logged in - full access to orders, profile, support tools
You can customise tabs like the “For You” tab, “Orders”, “Profile”, native integrations, and optional “Chat”.
Measuring Success
Measuring success isn’t just about tracking vanity metrics, it's about defining what meaningful progress looks like and choosing the right indicators to reflect your goals and values.
Success isn’t just about hitting targets, it’s about understanding which actions truly move you forward and selecting measures that capture real progress toward your vision.
Some key metrics to track:
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Engagement rates - how often recognised or logged-in users interact with the hub.
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Revenue - how many purchases or conversions come directly from hub interactions.
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Support ticket reduction by surfacing FAQ’s- fewer “Where’s my order?” or return queries.
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Retention or repeat purchase rates - loyalty points or favourites driving return visits.
Tracking key metrics will help you in indicating whether or not the Customer Hub is working for you, or if there are different things you need to be doing.
Are your current on-site customer accounts driving the results you want?
If you want to learn more about Klaviyo’s customer hub feature, reach out to us through our website to get a deeper rundown on what a successful implementation might look like for your brand.
