Klaviyo: Email Marketing & SMS

The platform isn't intuitive and the customer service is mediocre at best. The final straw was when one of my flows stopped sending emails for no reason. Klaviyo customer service had no idea why and had to escalate. Also you have to pay extra for no double opt-in, which is ridiculous.

OCT 31 Update:
I just downgraded this app to a 1 because of their customer service. While is it a really good tool for those of us selling physical products on an ecommerce site, It has by far the absolute worst Customer Service of any CRM app I have used in the last 15 years.
Sometimes their automated Flows do not work. If that happens on a weekend, like it is now, then you have basically no customer support until Monday and you have lost sales for a weekend email campaign which will not send.
So what if it happens over BFCM? There will probably be no support from Wednesday afternoon till Monday morning. While it's great this company cares about their employees, the support they offer to their customers is really the worst I have ever encountered in this particular niche. When it comes to reviewing an app like this there are 2 things to consider… the app itself and the customer service. Also, the experience of the reviewer using the app. CRM apps always have a steep learning curve and so at the beginning support is needed to help us fill in the gaps where documentation is lacking. I have been using this app for about 2 years and participated in the Beta testing of their drag and drop Flows. I know my way around it but still need some help from time to time. I am writing this review so you know what are getting into before you make a purchase decision..
Like most apps, it has its quirks and that's all cool. You just need to learn them and just about every CRM app has a steep learning curve to overcome at the beginning so a good and timely support team is really critical. The app itself is a really great value. To capture all that value good customer service is needed and that is where Klaviyo falls short. In fact, over my last 20 years on ecommerce, this company’s customer service is, in my experience, one of the worst I have ever experienced. First off, they only have chat support and then... the chat hours are limited and the actual quality of the support is hit or miss. Be prepared to wait up to 45 minutes or longer to even get to a support rep. Although, to be fair, wait times, in my experience, have been as quick as 15 or 20 minutes. They do actively support the ecommerce community with fresh, innovative ideas and create videos which are totally awesome and very relevant. This is a great platform if they only had decent customer service.
I gave the rating of 2 only because of the app itself. It’s a good app with lousy support.
If you do decide to purchase this app then just know that the customer service is pretty terrible and that I am not just a newbie to this app but have been using it for about 2 years.

if there is an app that makes you want to break your laptop then this would be it, go ahead break it.

Seriously I don't get why people use them. We switched from Omnisend and have nothing by problems. Onboarding was terrible, the staff just did not want to know. Since we have been using it we have found a number of issues and the support is so poor (especially if you are out of the US), I honestly don't know what you are paying for. We will be moving back to a provider who has better service and a better product, this one is rubbish.

rubbish, my account was suspended once it was posted, I contacted them at least 6-7 times, no one responded to me and helped me solve the problem, they charged me $150 and then disappeared, I can provide my The screenshot of the email, I promise this is true, in addition, the price of klaviyo is very expensive now, and the experience is getting worse and worse, I absolutely do not recommend it! ! ! !

Could not get this thing to work. I even had my Shopify merchant success person attempt to get down to the bottom of why it was not integrating. She couldn't figure it out either.

I'm sure this works for others, but I have had more luck with the Conversio App for sending targetted emails, abandoned carts, etc.

BE CAREFUL TO UPGRADE YOUR PLAN! The plan cannot be canceled because you have to submit a form for cancellation. Then no one will reply to you. Their customer service is zero and totally waste your money. I've paid $700 a month and a lot of time to setting up. The result is frustrating. So I submit the cancellation one week before the new billing cycle. Guess what, NO RESPONSES UNTIL NOW. So I have to pay for next month!! AWFUL APP I'VE EVER SEEN

This is a great app, very easy to use and set up. It takes a while for someone to reply when having issues so a live chat would be so much more beneficial.

Really great app, much better than Mailchimp... But the main issue is that it's SO expensive! Maybe I'm just old but it feels like email apps should be cheaper for what you get. However, happy with Klaviyo as this is just the way the market is.

At first, using this app to create email flows and campaigns was incredibly user friendly and easy to use. I was very excited to send targeted emails to my new subscribers and loyal customers. Unfortunately, integrating the app with my custom theme "Flow" has been a different story. In my store, I have a pop up that collects new email subscribers. I can see that the customer is subscribed on my Shopify customers tab, However even after successfully embedding the Kalviyo app, I don't see those customers in the list I created in Klaviyo. I have reached out for help numerous times and the Klaviyo team says that it's not their problem and to reach out to the Flow theme developers. The Flow theme developers say it's not their problem and to reach out to the Klaviyo developers. I've read all the blog posts on email subscriber integration and even tried to fix the code myself to no avail. This process has been a little frustrating. I'd just love to send an email to a new subscriber...heavy sigh.