Getting started with Customer Hub

You will learn

Learn about Customer Hub, a unique personalized experience for online store visitors that guides them from product discovery through purchase and post-purchase support.

About Customer Hub

Customer Hub is the one place for your customers to manage their relationship with your brand. It consolidates the traditional accounts functionality with personalized shopping experiences such as saving products to favorites, surfacing unique coupons, and showing product recommendations. Customer Hub drives revenue and reduces support burden by bringing everything into one place, eliminating confusion and driving up engagement with your most valuable marketing tools, including loyalty, subscriptions, and more. 

Why use Customer Hub?

Customer Hub helps boost customer engagement and lifetime value compared to traditional account experiences. It consolidates various touch points and everything you know about the customer into one place via extensive integrations and customizable content blocks. Customer Hub brings the power of Klaviyo personalization to your website. 

Most of my shoppers never log in. Is Customer Hub still valuable?

Yes, this is precisely where Customer Hub shines. While traditional accounts experiences deliver little value without a shopper login, Customer Hub can deliver personalized experiences even before the shopper logs in. For example, Customer Hub tracks recently viewed products, allows shoppers to save products to purchase later in Favorites, surface FAQs, and integrates web chat, all without requiring a login. 

When the user does log in, this information is then consolidated into their Klaviyo profile for future personalization across all Klaviyo channels. 

Does it work with my existing Shopify account login? 

Customer Hub integrates with both new and legacy Shopify Customer Accounts, syncing existing accounts data and tracking new accounts. This integration uses Shopify data to organize customers’ account details and order history while providing personalized shopping experiences and self-service support, all within a cohesive onsite experience.

How does Customer Hub work?

Once live, the Customer Hub onsite experience replaces your default Shopify account login pages with a dynamic sliding drawer or floating panel. Site visitors can access Customer Hub on any page by clicking the account icon or by navigating to your website's /account page. You can also add a small floating widget to every page to help customers access Customer Hub. 

The interface prompts unauthenticated users to sign in or create an account, while logged-in shoppers have immediate access to multiple tabs that offer personalized shopping, order management, and support tools. For your customers, the login process remains the same for their customer account; but, once they log in, they’re greeted with their personalized Customer Hub.

Customer Hub has multiple customizable tabs. You can customize the design and content on each of these tabs to fit your brand’s look, suit your business goals, and align with your support offerings:

• For you - a personalizable hub for your shopper's most common needs
  • Add dynamic content blocks (e.g., loyalty points, product announcements, subscription management, etc.), show upcoming order deliveries, personalized coupons, rewards, favorites, and more.
• Orders - offer self-service and drive repeat purchases
  • Offer customers a snapshot of their recent order history, as well as self-service help options for viewing individual order details, tracking, initiating a return, escalating a request to an agent, and more. Shoppers can also easily purchase again by clicking "by again".
• Profile - your shopper's profile at a glance
  • Display the shopper's personal information (name, email address, and saved address), provide links to view or edit profile data, and allow shoppers to control SMS opt-in.
• Chat (Optional) - a seamlessly integrated chat experience with AI and human agents
  • Enable the Web chat extension to integrate a conversational support channel within Customer Hub. Works best with Customer Agent or Helpdesk.
     

1. Enable Customer Hub

To Enable Customer Hub:

1. Navigate to the Customer Hub tab under Service in Klaviyo’s main navigation.
   
    
2. Click Get started to begin your free trial and onboarding process.
3. In the guided workflow that follows, you will:
   • Customize the design and branding of your Customer Hub.
     • Learn how to customize the design of your Customer Hub.
   • Customize your on-site widget to help shoppers discover your Hub.
   • Add personalized content to your Hub.
     • Choose from our library of pre-built content blocks, including partner-built content blocks that leverage Klaviyo integrations to display dynamic data, such as loyalty points and subscription statuses.
     • You can also create your own content blocks with fully personalizable profile data and segment targeting capabilities to display offers and other calls to action to specific shoppers.
     • Learn how to create content blocks in Customer Hub
   • Set Customer Hub live, or keep it hidden if you need more time.
4. After completing the onboarding workflow, you can access your Customer Hub data dashboard and additional settings to further customize.
    

2. Enable extensions to tailor the shopping experience

Extensions are additional functionalities that can drive greater engagement and revenue via Customer Hub. These include both Klaviyo-built and 3rd party integrations. 

Open the Extensions menu to enable the following:

• Product recommendations
  Allow Klaviyo to surface personalized product recommendations. Learn more about how Klaviyo determines product recommendations.
• Favorites
  Give shoppers the ability to save their favorite products and enable Customer Hub to display them. Learn how to display favorites in Customer Hub.
• Coupons
  • Surface unique and static coupons to shoppers, including segment-targeting capabilities, to drive more conversions.
• FAQs
  • Create a list of commonly asked questions, which can be displayed in the Chat tab before shoppers initiate a conversation. FAQs can also be added to the product page (PDP) as an app block.
• Reviews
  Showcase star ratings on the products Klaviyo surfaces in Customer Hub. You can use Klaviyo Reviews as well as supported 3rd party providers. Learn more about how to display reviews in Customer Hub.
• Loyalty
  If you use Smile.io, connect Smile.io and Customer Hub to dynamically surface your customer loyalty data in the on-site customer accounts experience. Note that if you don’t use Smile.io you can still surface loyalty data in a content block.
• Subscription management
  If you use Recharge, enable this option to display relevant subscription information in Customer Hub's orders page. Shoppers can clearly see which orders include subscriptions, and click a link to manage.
• Order tracking
  By default, Customer Hub pulls data from Shopify to display shipping status. You can select a supported 3rd party app, such as Wonderment, for greater details and accuracy.
• Returns management
  Add an option for shoppers to click "start a return" from an order detail page by adding a supported returns management provider.
• Web chat
  Add the Chat tab in Customer Hub and allow shoppers to chat with Klaviyo's Customer Agent and / or human agents in Klaviyo Helpdesk or a supported Helpdesk provider.
• Support
  Allow shoppers to click "get help" in order detail pages by opening a relevant widget or link to start a conversation or open a support ticket. 

3. Link your privacy policy and terms of service

To maintain compliance and ensure that your shoppers are notified about the terms governing their interactions with Customer Hub, add links to your site’s privacy policy and terms of service in the Customer Hub settings menu. 

These links will appear before a shopper signs into their account on your site, as well as before they send a web chat message.

4. Set Customer Hub live

Before setting Customer Hub live on your site, use the View live button to preview and test that any added functionality is working as expected. 

When you’re ready to publish:

1. Navigate to the Customer Hub settings menu.
2. Under Customer Hub visibility, select Live > Save. 

Going forward, you’ll need to save any changes that you make to Customer Hub settings to see them reflected on your site. When Customer Hub is live, all saved changes apply immediately to the on-site experience.

5. Analyze your performance

Once your Customer Hub is live, monitor its performance and impact on the Customer Hub dashboard. 

Here, you can analyze key revenue metrics and reports to gain a deeper understanding of the value of customer accounts. This data can inform how you tailor Customer Hub for your specific customer base.

Learn more about the Customer Hub dashboard.

Additional resources

• Getting started with web chat
• Guide to inbox in Klaviyo
• How to create content blocks in Customer Hub