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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...

• 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...

Home fragrance brand Happy Wax, for example, uses Klaviyo B2C CRM to run a sophisticated review request flow. When customers leave reviews with less than 3 stars, the flow pings the internal customer service team to reach out and offer a new scent, free of charge. In this guide Measure andoptimise Category Top channels for purchasing Beauty 1. Email2. Social media3. SMS/text Fashion/apparel 1. Email2. Social media3. In-store Electronics 1. Email2. In-store3. Social media Home goods Restaurants Travel and hotels 1. Email2. Social media3. Push notifications via mobile app Spas/fitness studios But each customer has their own preferences, and keeping up with them manually is an impossible task. A discount offer email on their birthday For today’s customers, great service alone isn’t enough. Brands need to engage customers across channels with consistency, relevance, and care. A personalised, connected customer experience starts with a single source of truth. That mean...

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: Data silos are arguably the biggest obstacle to effective cross-channel marketing. When your email marketing, text messaging, point-of-sale (POS) system, loyalty program, ecommerce store, and customer service data live in separate systems, you end up with a disconnected and incomplete view of customer interactions across channels. In other words, your team sees only fragments of each customer’s journey—and you won’t be able to reach them in a way that’s timely and relevant. Eliminating data silos is the first step to effective cross-channel marketing. Start with a tech stack audit to identify where disconnected tools or weak integrations create gaps or slow you down. Then consolidate your systems in a B2C CRM with a built-in customer data platform and strong integrations ecosystem. Customers are constantly switching between channels. But the last thing they want is to be chased by the same message across them. For example, if a customer taps on an abandoned cart ...

ON THIS PAGE: Feature Description Available with Klaviyo Channel affinity AI ranks each customer’s preferred channels (e.g., first, second, third) based on their predicted engagement, allowing for smarter message sequencing. ✔️ Dynamic segmentation Build segments based on channel affinity to group customers by how likely they are to engage, such as “SMS-first” or “email-first” audiences. Conditional splits for flows Use channel affinity as a condition in your automations to send customers down different paths based on the channels they engage with most. How to get started with cross-channel personalisation Klaviyo B2C CRM provides the tools you need to not only understand your data, but act on those insights in real time—all in one place. Here are just a few ways Klaviyo helps you achieve cross-channel personalisation: Use channel affinity insights to create dynamic segments that group customers by their engagement patterns. This improves your cross-channel personalisat...

In this guide: What a seamless customer experience looks like for B2C brands Learn what effortless experiences feel like to customers, and how you can implement them to meet rising expectations. Read more How to adapt your online presence to AI shopping Explore the AI shopping landscape and learn best practices for preparing your brand. Learn how 3 best practices for AI segmentation Find out how to use AI segmentation to tailor your messages and generate more revenue. Learn more More than 90% of consumers expect brands to offer self-service options, according to Microsoft research. Here’s how to drive sales with self-service options across your website with things like AI-friendly content, AI sales agents, and self-serve customer hubs: Answer long-tail customer searches in your FAQs. Recently, Google pointed out that users now ask “longer and more specific questions,” often with follow-up prompts. As search algorithms evolve toward conversational, context-based queries, they’ll...

In this guide Category Top channels for browsing Top channels for purchasing Beauty 1. Social media 2. Branded mobile app3. In-store 1. In-store2. Company website3. Branded mobile app Electronics 1. Company website2. In-store3. Marketplaces 1. In-store2. Company website3. Marketplaces Fashion / Apparel 1. In-store2. Company website3. Social media Home goods Restaurants Travel and hotels 1. Company website2. Social media3. Branded mobile app 1. Company website2. In-store3. Branded mobile app Spas or fitness studios 1. Company website2. In-store3. Social media 2. Unify your data in a single source of truth Customers not only research products and services on different channels than the ones they use to buy. Their preferences also differ by category. Here are the top channels for browsing and for purchasing, according to Klaviyo’s 2025 omnichannelshopping survey: By contrast, when all your data is unified in a B2C CRM, you gain not only cross-team visibility into e...

Wir freuen uns sehr, bekannt zu geben, dass Klaviyo von Shopware als Platinum-Technology-Partner ausgezeichnet wurde – und damit als führender B2C-CRM-Partner. Die Integration zwischen Shopware und Klaviyo verknüpft in Echtzeit wichtige Kunden-, Kauf- und Browsing-Daten. Dadurch kannst du personalisierte Marketing-Maßnahmen über E-Mail, SMS,WhatsApp,Push-Benachrichtigungen und mehr umsetzen. Omnichannel-Orchestrierung: Steuere E-Mails, SMS, WhatsApp, Push-Benachrichtigungen und mehr – alles über ein einziges CRM. Nachweisbare Ergebnisse: Über 183.000 Kunden weltweit vertrauen auf Klaviyo. Führende Marken erzielen mehr als 50 % ihres E-Commerce-Umsatzes mit Klaviyo. „Der Wechsel zu Klaviyo hat den Grundstein dafür gelegt, unser E-Mail-Marketing datengestützt und zielgerichtet weiterzuentwickeln. Gemeinsam mit unserem Partner Strix konnten wir Kundendaten zentral konsolidieren und so das Verhalten und die Bedürfnisse unserer Kunden besser verstehen. Das hat unsere Kampagnenplanung...

Format de formulaire d’inscription newsletter Idéal si… Avantages clés Limites / Attention UX Bon combo recommandé Pop-up Vous voulez maximiser les inscriptions rapidement. Très visible. Parfait avec une réduction ou un bonus. Peut être intrusif si mal configuré. Pop-up + pied de page. Pop-up sortie de site + bandeau discret. Pop-up en deux étapes Votre audience a besoin d’être rassurée. Micro-engagement efficace. Moins agressif. Demande un design fluide pour éviter la perte entre les étapes. Pop-up 2 étapes + segmentation dans Klaviyo. Sidebar (barre latérale fixe) Votre blog génère beaucoup de trafic. Visible en continu sans interrompre la lecture. Peu visible sur mobile. Sidebar + pop-up sortie de site. Sidebar + CTA dans article. Page dédiée à l’inscription Vous menez des campagnes externes ou avez plusieurs newsletters. Espace pour convaincre + segmenter. Nécessite un clic pour y accéder. Landing page + pop-up + footer. Formulaire intégré (article / pag...

"You’re looking for the tools that unlock more." Johnnie Regalado, director of engineering, Tomorrow "If you’re not being cognizant of what your real values and goals and pain points are, you may end up making a reactive decision that’s not good." Jen Brennan, director of digital marketing, Northern Commerce "Nobody has the magic bullet. You still need to plan, you still need to do your due diligence, and you still need to hold yourself accountable." Justin Ragsdale, partner, IM Digital

Summary Why omnichannel matters for ecommerce Today’s ecommerce customers want more—more personalization, more options, more convenience. According to Klaviyo’s 2025 online shopping report, 77% of global consumers regularly shop across 3–4 channels. Today’s customers already behave in an omnichannel way—and they expect brands to meet them there. As an ecommerce brand, delivering on (and exceeding) these expectations requires the right approach. Your customers interact with your brand across dozens of touchpoints before they ever hit “buy.” Every one of those interactions either builds momentum toward a purchase or creates friction that sends them elsewhere. And the difference often comes down to how well you connect those moments into one cohesive experience. While single-channel and multi-channel strategies were once the norm, omnichannel is now the gold standard. By integrating diverse digital and physical channels like websites, apps, email, messaging platforms, and brick-an...

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 ...

Eliminating data silosPersonalising across channelsPrioritising channel preferencesImplementing multi-touch attributionTesting and optimising channels 1. Eliminate data silos Data silos are arguably the biggest obstacle to effective cross-channel marketing. When your email marketing, text messaging, point-of-sale (POS) system, loyalty program, ecommerce store, and customer service data live in separate systems, you end up with a disconnected and incomplete view of customer interactions across channels.  In other words, your team sees only fragments of each customer’s journey—and you won’t be able to reach them in a way that’s timely and relevant.  Disconnected systems also create redundancies, drive up costs, and slow your ability to operationalize customer data. Most damaging of all, they lead to disjointed customer experiences—where your messaging isn’t reflective of a customer’s full engagement history. Eliminating data silos is the first step to effective cross-channel mark...

• 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

In this guide: What a seamless customer experience looks like for B2C brands Learn what effortless experiences feel like to customers, and how you can implement them to meet rising expectations. [Find out] How to build exceptional customer experiences The ultimate benefit of a CRM is the customer experiences you can create. How to improve your customer experience for higher CLV A better customer experience should lead to more lifetime value. According to Klaviyo’s future of consumer marketing report, 74% of consumers expect brands to offer more personalized experiences. That means collecting not only zero-party data, like email addresses, phone numbers, and personal preferences, but also first-party data, likewebsite behavior, purchase history, marketing engagement, and customer service interactions. To gather this data, use: Up-sell during service conversations. When support conversations are going well, both AI and human agents can use past purchase and browsing data to...

In this guide Klaviyo’s recent online shopping report found that 77% of omnichannel consumers regularly use 3–4 channels when buying non-essential products. The task for marketing and service teams is bringing all the data from every channel together. That’s where unified customer data comes in. By integrating information from every customer interaction and touchpoint, an omnichannel CRM with a built-in customer data platform (CDP) gives you a single view of your customers—and more opportunities to engage them meaningfully. With these unified customer profiles, brands can understand who each customer is, what they care about, and how to best engage them next. When meal subscription brand Daily Harvest consolidated 4 ecommerce tools to create a single source of truth for customer data, they cut tech costs by 18% and opened up operational efficiencies. Similarly, grooming subscription brand Dollar Shave Club consolidated multiple high-maintenance systems into one—an email marketin...

In this guide Category Top channels for browsing Top channels for purchasing Beauty 1. Social media 2. Branded mobile app3. In-store 1. In-store2. Company website3. Branded mobile app Electronics 1. Company website2. In-store3. Marketplaces 1. In-store2. Company website3. Marketplaces Fashion / Apparel 1. In-store2. Company website3. Social media Home goods Restaurants Travel and hotels 1. Company website2. Social media3. Branded mobile app 1. Company website2. In-store3. Branded mobile app Spas or fitness studios 1. Company website2. In-store3. Social media 2. Unify your data in a single source of truth By contrast, when all your data is unified in a B2C CRM, you gain not only cross-team visibility into every interaction your audience has had with your brand across physical and digital channels. You also gain the ability to act on it to build a truly exceptional customer experience. Send an “official” product announcement to all or a majority of your engaged su...