Klaviyo: Email Marketing & SMS

Good product, terrible/nonexistent customer service. Don't expect an answer back with a question, even if you follow up numerous times.

The app is good and has many different conditions and triggers, but Klaviyo has a massive room for improvement compared to other email marketing companies.

Cons: however, the biggest disadvantage is that they do not have an option that could allow using template inflows, you basically have to create everything from scratch by yourself.

Pros: as I said it has many different triggers and rules that you can set up.

The app works great, however $75 a month is extremely very expensive for small business. I wish they had a $25 per month plan for beginners with a limited number of e-mails.

I’m writing this review a week in. I actually think in the long-term this will be a good app for my store. But the on-boarding and customer service has been very disappointing. First, be aware that Klaviyo customer service is run by chat. I’ve had to enter the queue for that chat three times, the first two because I missed my moment to chat. The queues are upwards of 30-50 people long, which takes 30-45 minutes. And if you miss your window, you get back in line. It took me three hours in total to get a response. Second, while sales people were quick to respond in order to get a signup, they’ve all but ghosted since. For example, I emailed about my help-chat challenges and I heard nothing back. Third, they suggest you sign up for a paying account way too early. I HIGHLY recommend getting your customizations set up first. Klaviyo WILL start sending their own newsletter sub confirms, whether you’ve customized or not. All in all, I’d break it down like this: on-boarding and help desk 2/5; platform potential 4-4.5/5.

Pro: The integration with Shopify works well. Campaigns & Flows ease of design and analytics are good.
Cons: 1. Pricing structure is way too high for business budgets. 2. Klaviyo recent redesign is not user friendly. Too many dropdowns to create a single report. The activity feed no longer shows the amount of data it did prior to their redesign. Shows maybe 50 activities. I had contacted support 2 months ago. I was told they had so many complaints that they were going to bring back the original activity feed. 3. Seems anytime an app redesigns it becomes less user friendly. Over thinking the process by programmers who are not business owners. This is common across many platforms.

Shocked by the lack of onboarding, as this had been promised.
I find the whole platform very slow and unresponsive to the point of unusable at times.
The lack of 'support ticket ' system makes it impossible to manage help and issues.
Nobody takes ownership of issues.

Lack of outsourced specialists to code complex flows and Klavyio don't offer this as an extra.

For a program that is part owned by Shopify and designed to work with it, I don't understand how it has such traction.

Generally I am really disappointed. I will be looking for an alternative once I am further through my contract.

This app is amazing.It is very logical and requires focused attention initially, but once you get past that it's smooth sailing. The only thing that could make this app better would be more YouTube videos demonstrating its functionality in a practical manner. I think it would take over if it had that.

No feedback system explains why this software is so faulty.

- In the setup it asks you for the color you want your buttons, you choose it but in the emails it has a different color and you cannot change it.

- There is no simple way to add the customers name.

- There is no simple way to email old customers.

- It is buggy, some buttons dont do anything.

- Sometimes some changes save and sometimes they dont.

- Klaviyo branding in the bottom, why?

Great customer service but a bit pricey considering its feature. However, if you're big on segmentation, it'll be extremely useful in targeting specific customer segments.

Useful with some powerful tools, but customer service is lacking a bit and not responsive and the platform can sometimes be klunky. For example, applying consistent colors, logos, fonts, etc. across different campaigns, emails, lists, preference pages, etc. is often very time consuming and hard to implement. Email flows seem to work well though.