Klaviyo: Email Marketing & SMS , 1 804 avaliações
Customer service poor.
After months of use, account suspended with no notification as to why. At least 5 days later and we're still waiting on indication despite website stating 24-48 hours for reviews to be conducted. Multiple attempts made to lodge a ticket and, only after trial and error experimenting with drop down menus, were able to succeed (Klaviyo has no option to contact support direct via email). During this time, two email enquiries also made to sales email address with no response yet received.
Otherwise a great tool, but as a business heavily reliant on email marketing, the automated bot responses in place of actual support is crippling.
For what is a professional tool that charges accordingly, professional level support and clarification should be expected.
Where to start... klaviyo has not been able to successfully cancel my subscription for over a year. They just continue to pull from my account. If you call them you wait on the phone foreverrrr only for the automated system to say they are having a hard time connecting to support then it hangs up on you. At one point I finally managed to get them on the phone after months!! At that point they told me the account was canceled. It still wasn't. So here I am being charged for what is seeming like the rest of my freaking life. They always say it is canceled and you'll receive a confirmation email but not until we are off the phone. It never comes so you have no proof of cancelation. This is just continuing. Total scam. There is a clear cut section showing how to cancel within the app. Except you have to confirm your email. It always says the email address is wrong although it is clearly showing your email address in the account setting. SCAM SCAM SCAM! And it never worked to begin with. Just the worst company.
We used to love Klaviyo but like all techs these days phone support is obsolete and live chats are being abandoned during critical times. Chatbot assistance sends you into a frustrating loop of never-ending bot questions/answers. Complicated issues cannot be communicated and emails go unanswered. Chat is supposed to be live 9-5 EST but no one is ever available and you're told to just email. Will be looking to switch as the service is no longer top notch. Klaviyo always stood out on top, now they are on the bottom. Cost vs value is just not there.
A dreadful, user-unfriendly app. It seems like you need a degree in computer science just to navigate the basics.
For example, I wanted to create header links in the welcome series template but no obvious option to do so anywhere. So I saved that email into templates, and again, no apparent way of adding header links in the header bar.
I thought it would be very simple to do this but apparently not. On top of that there is NO support for newcomers, they just robotically refer you to irrelevant articles that don't answer the question. I also heard that when you do have a paid plan for support that some of the subscribers are having lots of issues with it.
A nasty app, stay away.
Thanks for your comments and we're sorry you're having trouble with header links.
When you click on the header bar in your email template, a menu will show up on the left side of your screen. In the content section, you can add links for the header bar and set the font, color, size, etc.
Hope that helps!
Here is a more complete guide to using the template editor. https://help.klaviyo.com/hc/en-us/articles/4407911841435
They seem to have bots that create fake subscribers, increase your amount of contacts and force you to an higher price plan. Oh, and you need to get the higher price plan in order to reach customer support. Avoid at all point if you don't want to waist your time.
**September 2023** Customer service became so slow AND NOT wiling to deep-dive to help, just to close tickets**
I have realized I lost thousands euros, thousands!! In people not being able to go properly into the welcome flow. I have raised concerns, but support answered there were no issue. I decided to try by myself with a new mail address and I haven't received the welcome mail! I was right, and I had to be extremely pissed towards the support so that they decided to escalade the issue internally, explaining that indeed there was an issue, but the pain is here, thousands euros lost in welcome flow. My business is at risk, terrible.
Sorry to hear you're having troubles, the team has reached out to get all of this resolved!
I've used this app for a long time with my shop but suddenly my products stopped showing in my emails. When I reached out to customer support I was informed that in order to receive support I had to upgrade my plan. I refuse to support a company/app/business that refuses to provide free customer service. Quickly deleted this app from my account and will not be reinstalling.
I would highly recommend using another app. This one is horrible, I got this set up luckily under the free plan and I went to use a test email that I sent to myself and my account was disabled. I reached out to customer service to find out why and got some robotic answer.
The only thing I can think of is the fact I sent out two TEST emails to myself, which I still have yet to receive, and got disabled. What bothers me most about that is in the statement they sent me about anti-abuse is. They stated "You may receive performance alerts and warnings from us", I never received any notice, when I asked the customer service rep, if you can even call it customer service, I still have not gotten a response from 12 hours ago. I will be deleting from my store and using another app.
Thanks for the comments and we're sorry to hear you've gotten locked out of your account. It looks like the team has reached out, but needs you to respond to the latest email so we can get you back up and running.
Disabled my account for no reason, then sent me a questionnaire of over 20 questions about the business in order to grant access to me again. I've waited over a day to resolve this issue and wasted many hours with the customer service.
We appreciate your feedback, the team has reached out to help you get this resolved!
This is less than 1 star I will never use it again
I have been designing my campaign the whole day then it sent an empty template to all my customers!!