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Original
2026-01-01
Modified
2026-03-10
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<a>Skip to main content</a><ul><li><a>Home</a></li>
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<p>ON THIS PAGE:</p>
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<li><a>Help center</a></li>
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<p><a>Why it matters</a><a>Why Klaviyo</a><a>Key features</a><a>Get started</a></p>
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<li><a>Enterprise</a></li>
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<h2><strong><strong>Why does AI customer engagement matter?</strong></strong></h2>
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<li><a>Partners</a></li>
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<p>AI-driven customer engagement helps you create more thoughtful, coordinated messaging strategies. When you understand how and where each customer engages most actively, you can send messages that feel helpful and personal, not disruptive.</p>
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<li><a>Careers</a></li>
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<p>Here are just a few of the potential business outcomes:</p>
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</ul><a></a><ul><li><p>Platform</p>
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<ul><li><strong>Better engagement:</strong>Reaching out on the channels people engage with most increases the likelihood that they’ll see and act on your messages.</li>
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<ul><li><p>Overview</p>
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<li><strong>Stronger customer relationships:</strong>Relevant, timely communication builds trust and shows customers you understand them.</li>
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<ul><li><a><p>Discover how the Klaviyo CRM, built for your business, can help you create lasting customer relationships.</p>
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<li><strong>Improved marketing efficiency:</strong>Maximize your budget by allocating sends to the most effective channel mix for each individual, reducing wasted effort on channels that drive less engagement.</li>
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</a></li>
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</ul><p>With<a>built-in AI</a>that’s powered by all of your customer data, Klaviyo makes sophisticated AI customer engagement easy and accessible. Here’s what it helps you accomplish:</p>
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</ul></li>
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<h3><strong>Personalize interactions with unified data</strong></h3>
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<li><p>SOLUTIONS</p>
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<p>Channel affinity’s predictions are fueled by<a>Klaviyo Data Platform</a>, which unifies real-time data from<a>all your marketing and commerce tools</a>. This means channel affinity is always based on the most current customer signals.</p>
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<ul><li><a><p>AI agents, Image Remix, insights & more</p>
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<h3><strong>Predict the most effective channel mix</strong></h3>
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</a></li>
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<p>Channel affinity analyzes each customer’s behavior to rank their most-engaged channels. Klaviyo stores these predictive insights in<a>every profile</a>, showing you at a glance whether you should lead with an email, a text, a push notification, or a WhatsApp message for greatest impact.</p>
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<li><a><p>Marketing automation across all channels</p>
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<h3><strong>Automate cross-channel journeys</strong></h3>
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</a></li>
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<p>Channel affinity helps you build smarter segments and<a>automated flows</a>. With conditional splits, you can send customers down different paths based on their engagement patterns. For example, a price drop alert might start with a text message for highly engaged text subscribers and an email for others, creating a more tailored experience automatically.</p>
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<li><a><p>Happier customers, more sales</p>
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<h2><strong><strong>Key features of Klaviyo’s AI customer engagement</strong></strong></h2>
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</a></li>
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<p>Feature</p>
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<li><a><p>What’s working, what’s next, zero noise</p>
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<p>Description</p>
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</a></li>
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<p>Available with Klaviyo</p>
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<li><a><p>The smarter, simpler CDP to unify and activate your data in real time</p>
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<p><strong>Channel affinity</strong></p>
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</a></li>
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<p>Each customer profile automatically updates with a ranked list of most-engaged channels (e.g., first, second, third), making it easy to see where to start your outreach.</p>
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</ul></li>
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<p>✔️</p>
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<li><p>CHANNELS</p>
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<p><strong>Dynamic segmentation</strong></p>
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<ul><li><a><p>AI, data, and channels working as one</p>
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<p>Create segments based on channel affinity-for example, build a segment of “subscribers whose first engagement preference is SMS” for exclusive text offers.</p>
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</a></li>
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<p>✔️</p>
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</ul></li>
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<p><strong>Conditional splits in flows</strong></p>
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<li><p>TOP PRODUCTS + FEATURES</p>
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<p>Route customers down different paths in an automated flow based on their channel affinity. This allows you to prioritize a specific channel without excluding others, creating a coordinated cross-channel experience.</p>
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<ul><li><a><p>Advanced Klaviyo Data Platform</p>
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<p>✔️</p>
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</a></li>
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<h2><strong><strong>How to get started with AI customer engagement</strong></strong></h2>
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</ul></li>
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<ol><li><strong>To review channel affinity on a customer profile:</strong>Navigate to a subscriber’s profile and find the “Predictive analytics” card to see their ranked channel engagement preferences. Note that in order to use channel affinity, you need to have at least two channels active in your Klaviyo account, such as email and SMS.</li>
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</ul><ul><li><p>SPOTLIGHT</p>
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<li><strong>To build a segment using channel affinity:</strong>Go to “Lists & segments” > “Create new” > “Segment.” Select “Predictive analytics about someone” > “Predicted channel affinity” > “Engagement preference,” and set the channel and preference properties, such as people who engage with email first.</li>
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<ul><li><a><p>One platform. Every channel. Real results.</p>
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<li><strong>To use channel affinity in a flow:</strong>Drag a conditional split component into an existing flow. Set the logic to check a customer’s channel affinity and send them down a “Yes” path for their top channel and a “No” path for others. For the “No” path, or after a time delay, send a follow-up message on the subscriber’s “second” engagement channel.</li>
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</a></li>
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</ol><p>AI customer engagement is about creating smarter, more respectful marketing messages that drive actual results.</p>
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<li><a><p>AI strategist and assistant for marketers.</p>
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</a></li>
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<li><a><p>AI support and sales rep for shoppers.</p>
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</a></li>
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<li><a><p>Get more personal on more channels.</p>
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</a></li>
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<li><a><p>Watch the replay of our livestream sessions.</p>
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</a></li>
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</ul></li>
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</ul></li>
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<li><p>Apps & Integrations</p>
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<ul><li><p>KLAVIYO APP MARKETPLACE</p>
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<a><p>Integrate with 350+ apps to seamlessly connect all of your data to Klaviyo</p>
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</a></li>
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<li><a><p>Our apps make it simple to integrate your entire tech stack</p>
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</a><ul><li><a><p>View top apps and integrations</p>
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</a></li>
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</ul></li>
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<li><a><p>Create apps and integrations to grow your business using Klaviyo’s APIs</p>
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</a><ul></ul></li>
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</ul></li>
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<li><p>Resources</p>
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<ul><li><a><p>Your all-in-one success center with answers, resources, and community to keep you growing</p>
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</a><ul></ul></li>
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<li><p>Support</p>
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<ul><li><a><p>Onboarding and support resources to get the most out of Klaviyo</p>
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</a></li>
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<li><a><p>Enterprise and professional support packages and services</p>
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</a></li>
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<li><a><p>Explore partners to work with</p>
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</a></li>
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</ul></li>
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<li><p>Discover more</p>
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<ul><li><a><p>Learn from customers who have grown with Klaviyo</p>
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</a></li>
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<li><a><p>Industry news and growth strategies</p>
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</a></li>
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<li><a><p>Best practices, strategic guidance, and benchmark reports</p>
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</a></li>
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<li><a><p>Join us at our flagship conference K:BOS and other events throughout the year</p>
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</a></li>
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<li><a><p>Trust and security information</p>
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</a></li>
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</ul></li>
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<li><ul><li><a><p>Check out the data that defined Black Friday & Cyber Monday.</p>
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</a></li>
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</ul></li>
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</ul></li>
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<li><a>How it works</a></li>
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<li><a>Pricing</a></li>
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</ul><ul></ul><ul><li><p>Platform</p>
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<ul><li><p>Overview</p>
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<ul><li><a><p>Discover how the Klaviyo CRM, built for your business, can help you create lasting customer relationships.</p>
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</a></li>
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</ul></li>
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<li><p>SOLUTIONS</p>
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<ul><li><a><p>AI agents, Image Remix, insights & more</p>
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</a></li>
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<li><a><p>Marketing automation across all channels</p>
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</a></li>
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<li><a><p>Happier customers, more sales</p>
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</a></li>
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<li><a><p>What’s working, what’s next, zero noise</p>
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</a></li>
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<li><a><p>The smarter, simpler CDP to unify and activate your data in real time</p>
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</a></li>
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</ul></li>
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<li><p>CHANNELS</p>
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<ul><li><a><p>AI, data, and channels working as one</p>
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</a></li>
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</ul></li>
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<li><p>TOP PRODUCTS + FEATURES</p>
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<ul><li><a><p>Advanced Klaviyo Data Platform</p>
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</a></li>
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</ul></li>
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</ul><ul><li><p>SPOTLIGHT</p>
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<ul><li><a><p>One platform. Every channel. Real results.</p>
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</a></li>
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<li><a><p>AI strategist and assistant for marketers.</p>
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</a></li>
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<li><a><p>AI support and sales rep for shoppers.</p>
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</a></li>
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<li><a><p>Get more personal on more channels.</p>
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</a></li>
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<li><a><p>Watch the replay of our livestream sessions.</p>
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</a></li>
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</ul></li>
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</ul></li>
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<li><p>Apps & Integrations</p>
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<ul><li><p>KLAVIYO APP MARKETPLACE</p>
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<a><p>Integrate with 350+ apps to seamlessly connect all of your data to Klaviyo</p>
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</a></li>
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<li><a><p>Our apps make it simple to integrate your entire tech stack</p>
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</a><ul><li><a><p>View top apps and integrations</p>
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</a></li>
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</ul></li>
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<li><a><p>Create apps and integrations to grow your business using Klaviyo’s APIs</p>
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</a><ul></ul></li>
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</ul></li>
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<li><p>Resources</p>
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<ul><li><a><p>Your all-in-one success center with answers, resources, and community to keep you growing</p>
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</a><ul></ul></li>
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<li><p>Support</p>
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<ul><li><a><p>Onboarding and support resources to get the most out of Klaviyo</p>
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</a></li>
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<li><a><p>Enterprise and professional support packages and services</p>
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</a></li>
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<li><a><p>Explore partners to work with</p>
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</a></li>
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</ul></li>
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<li><p>Discover more</p>
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<ul><li><a><p>Learn from customers who have grown with Klaviyo</p>
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</a></li>
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<li><a><p>Industry news and growth strategies</p>
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</a></li>
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<li><a><p>Best practices, strategic guidance, and benchmark reports</p>
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</a></li>
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<li><a><p>Join us at our flagship conference K:BOS and other events throughout the year</p>
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</a></li>
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<li><a><p>Trust and security information</p>
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</a></li>
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</ul></li>
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<li><ul><li><a><p>Check out the data that defined Black Friday & Cyber Monday.</p>
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</a></li>
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</ul></li>
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</ul></li>
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<li><a>How it works</a></li>
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<li><a>Pricing</a></li>
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</ul><ul></ul><ul><ul><li><a>United States - EN</a></li>
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<li><a>United Kingdom - EN</a></li>
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<li><a>France - FR</a></li>
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<li><a>Deutschland - DE</a></li>
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<li><a>España - ES</a></li>
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<li><a>Italia - IT</a></li>
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<li><a>Australia - EN</a></li>
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<li><a>Singapore - EN</a></li>
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