Getting started with Customer Hub

Estimated 10 minute read
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Updated Feb 20, 2025, 3:57 PM EST
You will learn

You will learn

Learn about Customer Hub, a signed-in consumer experience for your online store that acts as a one-stop destination for managing the customer journey, from discovery, to purchase, to support.

Within Klaviyo, you can customize your Customer Hub to simplify customer interactions on your site while driving loyalty. 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

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?

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?

How does Customer Hub work?

After enabling Customer Hub in Klaviyo, it introduces a dynamic sliding drawer interface on your site that appears when customers click the account icon (person icon). This interface prompts unauthenticated users to sign in or create an account and provides logged-in shoppers immediate access to personalized shopping opportunities, 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.


An example website showing the Customer Hub drawer open on the right side of a shopper's screen.

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.

The 4 customizable tabs that make up the Customer Hub drawer which a shopper can click between.

1. Enable Customer Hub

1. Enable Customer Hub

To Enable Customer Hub:

  1. Navigate to the Customer Hub tab in Klaviyo’s main navigation.
    The Customer Hub tab selected in Klaviyo's left-hand 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.
    The Customer Hub dashboard showing data for an example brand.
  5. Click Settings in the top right corner of the dashboard 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.
    The Customer Hub settings menus that display after you click Settings on the Customer Hub dashboard.

As you build, preview changes in Customer Hub using the View live button. Note that you’ll need to save any changes you make to see them reflected in the preview. Your customers will not see Customer Hub until you set it live. Once your Customer Hub is live, any saved changes will be published to the onsite experience.

2. Create content blocks

2. Create content blocks

Open the Content menu 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

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

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:

5. Configure your support options

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:

  • Send visitors to an external link like your FAQ page.
  • 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
  • Hide the “Get help” button.

Learn how to configure help settings in Customer Hub.

Currently, Gorgias is the only customer support platform that can integrate directly with Customer Hub. If you’re using a different help desk platform to manage your customer support, use the external URL help setting option to point to your knowledge center or contact page. We have plans to integrate with more support platforms in the future.

Enable web chat 

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

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

If your provider is not currently supported, keep this feature disabled. 

Learn more about connecting a returns provider to Customer Hub.

7. Link your privacy policy and terms of service

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

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

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

Additional resources





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