Getting started with Customer Hub

You will learn

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

Within Klaviyo, you can customize your Customer Hub interface to give signed-in shoppers the ability to:

• Track orders, initiate returns, and update subscriptions
• Discover new products through personalized recommendations
• Access support channels for quick resolution to issues and questions

About Customer Hub

Customer Hub is a customizable tool that you can enable in Klaviyo to enhance your customers' shopping experience. Once enabled, it integrates with both versions 1.0 and 2.0 of 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.

Why use Customer Hub?

Customer Hub aims to boost customer engagement and lifetime value. Research indicates that signed-in shoppers are more engaged and contribute more value than those who browse your site anonymously. By activating Customer Hub in Klaviyo, you can create a rich on-site experience to enhance customer satisfaction and drive revenue for your brand.  

How does Customer Hub work?

Once live, the Customer Hub onsite experience replaces your default Shopify account login pages with a dynamic sliding drawer interface. Site visitors can access Customer Hub by clicking the account icon or navigating to your website's /account page. 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.

The Customer Hub drawer 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
  • Add dynamic content blocks (e.g., loyalty points, coupons, subscription management, etc.) and display product recommendations and favorited items on this tab to create a personalized shopping experience.
• Orders
  • 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.
• Profile
  • Display the shopper's personal information (name, email address, and saved address), provide links to view or edit this profile data for easy account management.
• Chat (Optional)
  • Enable Web chat to integrate a conversational support channel within Customer Hub. Messages sent by authenticated shoppers via the “Chat” tab feed into the Conversations > Inbox area within Klaviyo, where a member of your team can reply to assist their inquiry.
    

1. Enable Customer Hub

To Enable Customer Hub:

1. Navigate to the Customer Hub tab in Klaviyo’s main navigation.
   
   
2. Click Get started to join the beta period. 
3. In the guided workflow that follows, you will: 
• Ensure that your Shopify store’s customer account links are enabled and visible, if they’re not enabled already.
  These links are what allow customers to create or sign in to an account.
• Select basic design elements for your Customer Hub.
  Match Customer Hub to your store’s branding; we suggest inheriting your website’s fonts and applying your colors so that Customer Hub appears as an extension of your website. Note this is just a starting point and you can further customize design and content later.
• Enable Customer Hub in Shopify.
  When enabled, Klaviyo automatically points your existing account links to Customer Hub. This action establishes the connection with Shopify accounts; however it will not be live on your website until you set it live later on.
4. After completing the onboarding workflow, you can access your Customer Hub data dashboard and additional settings to further customize.
   
5. Click Settings in the lefthand menut to access Customer Hub settings, then continue on with this guide. The following sections outline other key steps we recommend to continue building out your Customer Hub experience.
   

2. Create content blocks

Switch to the Content tab in the menu bar to create and configure content blocks to display on the For you tab of your Customer Hub drawer. 

Content blocks allow you to surface any data that lives on a visitor’s Klaviyo profile, allowing you to bring personalization to the content within Customer Hub. For example, you could use dynamic content blocks to surface each shopper’s loyalty points, subscription status, personal interests, and more. 

Learn how to create content blocks in Customer Hub.

3. Match Customer Hub’s design to fit your brand

Now that you’ve added some content to your Customer Hub drawer, open the Design menu to make any style changes, including fonts, coloring for text, buttons, and background, and shaping of content blocks. 

Because the Customer Hub interface is embedded within the shopping experience, it’s best practice to style it so it appears as an extension of your website. Learn how to customize the design of your Customer Hub drawer. 

4. Enable extensions to tailor the shopping experience

Extensions are additional features you can add to Customer Hub to customize the shopping experience and help shoppers to pick up where they left off. 

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.
• Klaviyo Reviews
  Showcase star ratings on the products Klaviyo surfaces in Customer Hub. Learn more about how to display reviews in Customer Hub. Note that you need to have a paid Klaviyo Reviews plan, or start one, to enable this extension.
• 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.

5. Configure your support options

The Customer Hub interface brings customer service to the forefront of the shopping experience. By default, the Orders tab in Customer Hub surfaces a user’s order history from Shopify. Clicking on an individual order brings them to an order details page, where the “Get help” button, if enabled, displays alongside a summary of the corresponding order data (e.g., items purchased, shipping details, tracking or delivery status, etc.).

Open the Support menu. Under Help settings, choose where site visitors should be directed when they click on the “Get help” button on the order details view:

• Inbox: Guide visitors through a series of questions to identify order issue details, then automatically initiates a web chat session for them and creates a new ticket in your Klaviyo Inbox.
• External link: Send visitors to an external link like your FAQ page.
• Gorgias: Direct visitors needing help into a Gorgias live chat or ticket submission menu, based on your operating hours. Note this option only applies to Gorgias users who have integrated it with Klaviyo. 
• Hidden: Hide the “Get help” button.

Learn how to configure help settings in Customer Hub.

Enable web chat 

In addition to the above support options, you can also enable web chat in the Web chat menu. This adds a Chat tab that allows signed-in users to speak directly with your customer service agents. Web chat can be used by visitors for post-sales questions or pre-sales inquiries to drive conversion opportunities.

Web chat messages feed directly into the Inbox tab in Klaviyo (Conversations > Inbox) where one of your team members can offer live support to resolve your customer’s question faster with full profile and history. 

Learn more about web chat.

6. Connect your returns platform

In the Support menu, link your third-party returns management platform to allow your customers to initiate returns from the Orders tab within Customer Hub. Connecting your platform and providing a link to your return portal adds a “Start a return” button to order details pages.

Customer Hub currently supports the following returns providers:

• Loop
• Aftership
• Parcel Lab
• Narvar
• Other 

For the 4 supported platforms, Klaviyo directs customers to your specified URL and automatically fills in certain personal order details. If you choose "Other," it only redirects customers to the provided URL.

Learn more about connecting a returns provider to Customer Hub.

7. 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 General 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.

8. 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 General 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.

9. 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