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Email B2C customer service B2B customer service Customer volume Millions of individual customers Hundreds or thousands of business accounts Interaction frequency Higher frequency, simpler inquiries Lower frequency, more complex interactions Resolution expectations Immediate answers, quick solutions Detailed solutions, longer timelines Communication channels Email, SMS, mobile, web, AI agents, social, in-store, help centre Email, phone, video meetings Self-service preferences Strong preference for intuitive self-service More 1:1 assistance from customer service professionals Personalisation requirement Individual consumer level Account/company level Decision-making speed Rapid, often immediate Slower, multiple stakeholders involved Purchase value Lower individual transaction value Higher contract/account value Support team structure Larger teams and AI agents handling high volume Dedicated account managers for key clients Problem complexity Simpler, mor...

Use social marketing to become a conversion influencer “We were searching for a way to acknowledge micro-influencers who were providing us with valuable UGC, but who we no longer had the capacity to interact with individually. [Klaviyo] provides us with a scalable solution.” Kirsten Laurendet, Knowledge, consulting & digital marketing at Kulani Kinis Additional social marketing resources Social marketing FAQ

Use social marketing to become a conversion influencer “We were searching for a way to acknowledge micro-influencers who were providing us with valuable UGC, but who we no longer had the capacity to interact with individually. [Klaviyo] provides us with a scalable solution.” Kirsten Laurendet, Knowledge, consulting & digital marketing at Kulani Kinis Additional social marketing resources Social marketing FAQ

Summary The omnichannel approach to customer service in 2025 Modern customer service is no longer just about resolving tickets efficiently. The brands winning today understand that every support interaction is an opportunity to strengthen the customer relationship—not just solve a problem. When marketing and service work from the same playbook, good things happen. According to Klaviyo’s 2025state of B2C marketing report, brands that align these teams are 156% more likely to significantly exceed their marketing goals. But how do you create this alignment? The answer lies in taking an omnichannel approach to customer service. It’s a strategy that creates connected, consistent customer service experiences across all channels—email, SMS, WhatsApp, web chat—and transforms traditional support from a cost centre into a growth engine. This guide explores how brands can move beyond siloed tools to create connected experiences that turn service interactions into sales opportunities. The...

Summary The omnichannel approach to customer service in 2025 Modern customer service is no longer just about resolving tickets efficiently. The brands winning today understand that every support interaction is an opportunity to strengthen the customer relationship—not just solve a problem. When marketing and service work from the same playbook, good things happen. According to Klaviyo’s 2025state of B2C marketing report, brands that align these teams are 156% more likely to significantly exceed their marketing goals. But how do you create this alignment? The answer lies in taking an omnichannel approach to customer service. It’s a strategy that creates connected, consistent customer service experiences across all channels—email, SMS, WhatsApp, web chat—and transforms traditional support from a cost centre into a growth engine. This guide explores how brands can move beyond siloed tools to create connected experiences that turn service interactions into sales opportunities. The...

Summary Customer service has changed. Historically, it’s been a reactive function, where teams wait for issues to arise before springing into action. In 2025, service is proactive—and when you do it right, it actually drives revenue. B2C service is fundamentally different from B2B. In B2C, support should always be self-service first, and approached as an extension of the customer experience rather than a siloed department. What is a customer service strategy and why does your B2C business need one? A B2C customer service strategy has 4 key components: 1.  A central hub for customers provides one place to manage their relationship with a brand, allowing them to track orders, redeem offers, initiate returns, or even discover new products 2.A 24/7 AI assistant that answers questions, recommends products, and resolves post-purchase tasks instantly—on SMS, web chat, WhatsApp, and RCS. 3.  Support that’s always available empowers customers to self-serve with 24/7/365 automated supp...

• Tracking orders • Managing subscriptions • Note their most recent purchase in communications. • Proactively request feedback after purchases. • Follow up on browsing history with personalised discounts. • Send product guides specific to a customer’s preferences, like skin type or favourite items. • Answers to sign-up forms, quizzes, and surveys • Google Analytics data • Buyer behaviour on your website • Engagement data from email and SMS • A customer forgetting to pause their subscription because of a family emergency • Any issues your VIP customers have • Any issue that highlights a fundamental flaw in one of your processes • Getting help with coupons or discounts • Updating marketing preferences • Answering questions about your products and policies

In this guide: Email SMS or text WhatsApp Mobile push notifications In-app messages 1. Morning2. Evening3. Late afternoon 1. Morning2. Late afternoon3. Evening 1. Evening2. Late afternoon3. Morning Customer engagement strategy tip: Every customer is different, and this general information is just a starting point. To add some precision to your timing, use AI like Smart Send Time to target each customer when they’re most likely to engage. Message type Channel preference New product announcements EmailText messageSocial mediaMobile app notificationsWhatsApp Sale or discount notifications EmailText messageMobile app notificationsSocial mediaWhatsApp Order confirmations Shipping updates EmailText messageMobile app notificationsWhatsAppSocial media Customer service inquiries EmailText messageMobile app notificationsPhone callWhatsApp For outreach ideas you can use throughout the customer lifecycle, check out the chart below. This table summarises what channels are mo...

Summary Customer service has changed. Historically, it’s been a reactive function, where teams wait for issues to arise before springing into action. In 2025, service is proactive—and when you do it right, it actually drives revenue. B2C service is fundamentally different from B2B. In B2C, support should always be self-service first, and approached as an extension of the customer experience rather than a siloed department. What is a customer service strategy and why does your B2C business need one? A B2C customer service strategy has 4 key components: 1.  A central hub for customers provides one place to manage their relationship with a brand, allowing them to track orders, redeem offers, initiate returns, or even discover new products 2.A 24/7 AI assistant that answers questions, recommends products, and resolves post-purchase tasks instantly—on SMS, web chat, WhatsApp, and RCS. 3.  Support that’s always available empowers customers to self-serve with 24/7/365 automated supp...

Klaviyo Omnichannel Marketing One source of truth for every message, channel, and customer interaction What is omnichannel reporting? Omnichannel reporting is the ability to monitor, compare, and analyse performance across every messaging channel in one place across email, SMS, push, WhatsApp, and more. And it goes far beyond revenue attribution. With Klaviyo, you get a unified view of how every campaign, message, and channel performs—from clicks and conversions to timing and engagement trends. This way, you can see exactly which campaigns performed best and which messages drove conversions, and you can measure your marketing and service impact to see how they moved customers through the funnel. Why does omnichannel reporting matter for B2C marketers? With omnichannel reporting, you can stop guessing and start optimising. With Klaviyo’s omnichannel reporting, marketers gain: – One dashboard for all channels—no more switching tools or exporting spreadsheets. – Granular insig...

• Tracking orders • Managing subscriptions According to Microsoft’s State of Global Customer Service Report (PDF) 90% of customers prefer to self-serve. That means an overwhelming number of your customers want to be able to track orders, initiate returns, update their subscription status, and escalate to a live support agent on their own. • Note their most recent purchase in communications. • Proactively request feedback after purchases. • Follow up on browsing history with personalised discounts. • Send product guides specific to a customer’s preferences, like skin type or favourite items. • Answers to sign-up forms, quizzes, and surveys • Google Analytics data • Buyer behaviour on your website • Engagement data from email and SMS • A customer forgetting to pause their subscription because of a family emergency • Any issues your VIP customers have • Any issue that highlights a fundamental flaw in one of your processes • Getting help with coupons or discounts • Updati...

Usability für alle: Wie digitale Barrierefreiheit Traffic, Engagement und Conversions steigert Klaviyo-Erfolgsstory: Barrierefreie E-Mail-Kampagnen für maximale Reichweite Überprüfen der HTML-Struktur Genaue Schritt-für-Schritt-Anleitungen findest du in unseren Help-Center-Artikeln: Deine Roadmap zur digitalen Barrierefreiheit Stell dir vor, du hast gerade einen tollen neuen Online-Shop entdeckt und bist begeistert. Du hast ein paar Artikel in den Warenkorb gelegt und möchtest direkt kaufen – und dann geht es plötzlich nicht weiter, weil der Online-Shop keinen barrierefreien Bezahlvorgang anbietet. Laut dem Dritten Teilhabebericht der Bundesregierung leben in Deutschland 13,04 Millionen Menschen mit Beeinträchtigung. Davon haben 10,6 Millionen eine anerkannte Behinderung und wiederum 7,8 Millionen davon haben eine anerkannte Schwerbehinderung. Für E-Commerce-Unternehmen sind diese Zahlen besonders relevant: Laut Aktion Mensch shoppen Menschen mit Beeinträchtigung nämlich deu...

In this guide: Email SMS or text WhatsApp Mobile push notifications In-app messages 1. Morning2. Evening3. Late afternoon 1. Morning2. Late afternoon3. Evening 1. Evening2. Late afternoon3. Morning Customer engagement strategy tip: Every customer is different, and this general information is just a starting point. To add some precision to your timing, use AI like Smart Send Time to target each customer when they’re most likely to engage. Message type Channel preference New product announcements EmailText messageSocial mediaMobile app notificationsWhatsApp Sale or discount notifications EmailText messageMobile app notificationsSocial mediaWhatsApp Order confirmations Shipping updates EmailText messageMobile app notificationsWhatsAppSocial media Customer service inquiries EmailText messageMobile app notificationsPhone callWhatsApp For outreach ideas you can use throughout the customer lifecycle, check out the chart below. This table summarises what channels are mo...

• Automation for common inquiries: Set up triggers based on customer actions. For example, if customers regularly ask about your refund window, provide a link to your refund policy in an automated response. • Answer simple product queries with AI: Give customers the instant guidance they would expect from an experienced salesperson. • Save time by generating content for emails and texts, and audience segments based on short descriptions • Automatically exclude unengaged profiles to improve deliverability and save your reputation • Auto-monitor customer service metrics and get alerts when there’s a drop • Forecast next order dates, CLV, churn risk, and more • Review customer sentiment and find out what customers are loving (or not) based on feedback • Tracks every customer interaction on every channel—so your teams never recommend the wrong products to customers or miss a complaint buried in an old email thread • Gives you visibility into every click, purchase, and action in ...

• Automation for common inquiries: Set up triggers based on customer actions. For example, if customers regularly ask about your refund window, provide a link to your refund policy in an automated response. • Answer simple product queries with AI: Give customers the instant guidance they would expect from an experienced salesperson. • Save time by generating content for emails and texts, and audience segments based on short descriptions • Automatically exclude unengaged profiles to improve deliverability and save your reputation • Auto-monitor customer service metrics and get alerts when there’s a drop • Forecast next order dates, CLV, churn risk, and more • Review customer sentiment and find out what customers are loving (or not) based on feedback • Tracks every customer interaction on every channel—so your teams never recommend the wrong products to customers or miss a complaint buried in an old email thread • Gives you visibility into every click, purchase, and action in ...

Use social marketing to become a conversion influencer “We were searching for a way to acknowledge micro-influencers who were providing us with valuable UGC, but who we no longer had the capacity to interact with individually. [Klaviyo] provides us with a scalable solution.” Kirsten Laurendet, Knowledge, consulting & digital marketing at Kulani Kinis Additional social marketing resources Social marketing FAQ

Klaviyo Omnichannel Marketing One source of truth for every message, channel, and customer interaction What is omnichannel reporting? Omnichannel reporting is the ability to monitor, compare, and analyse performance across every messaging channel in one place across email, SMS, push, WhatsApp, and more. And it goes far beyond revenue attribution. With Klaviyo, you get a unified view of how every campaign, message, and channel performs—from clicks and conversions to timing and engagement trends. This way, you can see exactly which campaigns performed best and which messages drove conversions, and you can measure your marketing and service impact to see how they moved customers through the funnel. Why does omnichannel reporting matter for B2C marketers? With omnichannel reporting, you can stop guessing and start optimising. With Klaviyo’s omnichannel reporting, marketers gain: – One dashboard for all channels—no more switching tools or exporting spreadsheets. – Granular insig...

ECOMMERCE REVIEWS How to create a customer review feedback loop that drives loyalty and acquisition Ecommerce reviews help define your brand across the funnel. Here’s how to collect and use them to grow revenue. Summary Online reviews matter in ecommerce because they are the single most important factor when shoppers decide to make a first purchase from a brand. Reviews build essential trust and credibility, with research showing that most consumers (especially Gen Z and millennials) consider reviews the most crucial aspect of the shopping experience. This guide will show you how to collect more reviews and use them to create a feedback look that increases loyalty and drives cost-effective acquisition. First-time shoppers trust other customers’ experiences. Klaviyo’s 2025 future of consumer marketing report—which surveyed more than 8,000 consumers all over the world—shows customer reviews are the most important factor in first-purchase decisions. Building this essential trus...

ECOMMERCE REVIEWS How to create a customer review feedback loop that drives loyalty and acquisition Ecommerce reviews help define your brand across the funnel. Here’s how to collect and use them to grow revenue. Summary Online reviews matter in ecommerce because they are the single most important factor when shoppers decide to make a first purchase from a brand. Reviews build essential trust and credibility, with research showing that most consumers (especially Gen Z and millennials) consider reviews the most crucial aspect of the shopping experience. This guide will show you how to collect more reviews and use them to create a feedback look that increases loyalty and drives cost-effective acquisition. First-time shoppers trust other customers’ experiences. Klaviyo’s 2025 future of consumer marketing report—which surveyed more than 8,000 consumers all over the world—shows customer reviews are the most important factor in first-purchase decisions. Building this essential trus...

Marketing omnicanal de Klaviyo Una fuente de información para cada mensaje, canal e interacción con el cliente ¿Qué es la elaboración de informes omnicanal? La elaboración de informes omnicanal es la capacidad de supervisar, comparar y analizar el rendimiento para todos los canales de mensajería (correo electrónico, SMS, notificaciones push, WhatsApp, etc.) en un solo lugar. Va mucho más allá de la atribución de ingresos. Con Klaviyo, dispones de una vista unificada del rendimiento de cada campaña, mensaje y canal, desde los clics y las conversiones hasta las tendencias de momento e interacción. De esta manera, puedes ver exactamente qué campañas han funcionado mejor y qué mensajes han generado conversiones. Asimismo, tienes la posibilidad de medir los resultados del marketing y la atención al cliente para ver cómo han avanzado los clientes por el embudo. ¿Por qué es importante la elaboración de informes omnicanal para los especialistas en marketing B2C? Con la elaboración de...