Understanding the Customer Hub dashboard

You will learn

Learn how to use the Customer Hub dashboard to analyze how your shoppers are engaging with Customer Hub and measure its impact. This guide will help you interpret the metrics on the Customer Hub dashboard. 

Before you begin

This guide breaks down the data that displays on the Customer Hub dashboard in Klaviyo. You must have the Customer Hub feature enabled to access this dashboard.

Learn more about Customer Hub.

About the Customer Hub dashboard

Your Customer Hub dashboard in Klaviyo provides a summary of how site visitors are interacting with your Customer Hub. The metrics on this dashboard can also give you a better understanding of how Customer Hub is contributing to your revenue and conversion goals.

The following sections display on the Customer Hub dashboard:

• Overview
  A summary of key Customer Hub metrics showing how customers interact with their accounts and allowing you to assess engagement with Customer Hub
• Service interactions
  A chart displaying a breakdown of self-service support interactions your customers initiated within Customer Hub
• Average order value
  A graph of completed account checkouts and their average cart value over a specified time period

Use the Time period selector above the Overview section to choose a date range and comparison period for which all the metrics will display. Note that dates are inclusive; if today is February 1 and you choose Last 7 days, your metrics will reflect activity from February 1 through February 7, inclusive of the current date.

Note that data will not appear in these sections if the Customer Hub feature is not yet live on your website. If Customer Hub is disabled after it has been live and collected data, the existing data will remain but new data will not be collected until Customer Hub is live again. 

Overview section

The Overview section shows 4 key Customer Hub metrics that can help you understand Customer Hub's effect on engagement and revenue:

• Total accounts
  The total number of customers who have created an account with your brand since launch.
• Service interactions
  The total amount of self-service interactions users took on Customer Hub, including tracking orders, getting help, etc., within the selected time period.
• Active accounts
  This includes the number of accounts that have opened Customer Hub within the selected time period.
• Revenue generated
  The total revenue generated from products users directly added to their cart from Customer Hub within the selected time period.
  

  If a customer places an order that includes an item they added to their cart from the Customer Hub (e.g., from the Product recommendations section), Klaviyo will only attribute the revenue from that specific item to the Customer Hub. Any other items included in the order that were not added to the cart via the Customer Hub will not have their revenue attributed to the Customer Hub and thus will not be factored into the Revenue generated amount.

Klaviyo will also display percent change from the previous period for Service interactions, Active accounts, and Revenue generated. A positive percent change shows in green text, while negative percent change shows in red text.

Additionally, you can click View report to view the Ordered product metric page filtered to show revenue attributed to Customer Hub.

Service interactions section

The Service interactions section shows how many self-service support interactions your customers have taken from the Customer Hub interface on your site. This information helps you understand which self-service options are most important to your customers so you can improve their experience and save your support team time. 

Each service interaction is linked to a corresponding event in Klaviyo and is tallied each time a user performs that specific action. For instance, an Orders tracked event is recorded when a customer tracks their order using Customer Hub. Tracked service interactions include:

• Orders tracked
• Returns started
• Coupons applied
• Clicks on the help buttons
• Web chat conversations started

Average order value

The Average order value section displays the average order value for customers who used their customer accounts during checkout, including the specific amount and percent change, so you can analyze the impact of signed-in shopping. 

Additionally, this section features a graph so you can track customer spending trends over time by showing the average cart value in completed checkouts from signed-in customers.

Next steps

By regularly analyzing your Customer Hub metrics, you can uncover opportunities to improve engagement and improve the customer experience.

What to do if your data seems stagnant

If your data seems stagnant, it may indicate that customers are not logging in or fully understanding the benefits of accessing your Customer Hub interface. This can hinder your ability to personalize experiences and encourage repeat business.

To encourage your site visitors to engage with their accounts, try the following strategies:

• Re-engage inactive customers
  • Send targeted emails or SMS messages using to reconnect with customers who haven't logged in recently. You can build a segment using the Customer Hub login metric. Note that you can view all metrics relating to Customer Hub on the metrics page in Klaviyo to inform your messaging strategy. 
    
• Increase customer engagement and incentivize log-ins:
  • Create content blocks to display in your Customer Hub interface that promote exclusive benefits for members, such as early access to sales or information about your rewards program.
  • Show product recommendations to shoppers in the Customer Hub interface for an additional layer of personalization.

Additional resources

• Getting started with Customer Hub
• How to enable product recommendations
• Getting started with flows