How to rebrand in Klaviyo

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Learn how to change your domain name if you're rebranding and best practices around maintaining good deliverability before and after this change.

Prerequisites 

Form a rebranding strategy

When rebranding, you will likely pursue one of three options:

  1. Rename your existing Klaviyo domain 
    If you choose to update and rename your current domain, follow the steps outlined in the sections below to adequately prepare your audience and edit any key marketing copy.
  2. Merge Klaviyo accounts
    In some cases, you may have two Klaviyo accounts that you wish to merge into one. This is often because your company has purchased or merged with another that uses Klaviyo. As with updating and renaming your account, follow the steps in the sections below to prepare your audience and edit key marketing copy.
  3. Set up an entirely new Klaviyo account
    If you want to start over from scratch and set up a new Klaviyo account, you do not need to follow the instructions outlined in this guide. Check out our Getting Started Guides.

Prepare your account for change

Before starting to rebrand, there are a few action items that you must accomplish to maintain good deliverability and communicate accurate information to your customers. Follow these best practices before making any sweeping changes to your account:

Update your ecommerce integration

Update your ecommerce store and integration to account for new changes to your brand name. If your shop URL changes, make sure that this is reflected across your ecommerce store as well as in any logos or branded content. If you haven’t already, enable web tracking and any other important tracking features you use with Klaviyo — for example, custom Added to Cart events for Shopify users.

Set all flows to manual

It’s essential to set all of your flow emails to Manual mode. If they are Live, they will automatically send to your customers before intended while you are switching your domain name. To be sure that only accurate and timely information is sent in your flows, set their status to Manual before starting your domain name update or merge.

Review our guide to warming your sending infrastructure

Warming your sending infrastructure is a required step after renaming your sending domain, so if you take that approach, this step is key. Even though you will still use the same Klaviyo account, inbox providers treat each new domain as an entirely separate entity. If you do not ease back into sending, you will risk damaging your deliverability. Prior to updating your domain name, review this article to make sure you are prepared for the warming process as soon as this change is in place.

Notify your customers of change

It is crucial to keep your customers up-to-date prior to rebranding so that you maintain good deliverability and customer relationships. If you change your domain without notifying your customers, they may think that you are an entirely new brand that they have never engaged with. See the section below for more information around notifying your customers ahead of rebranding.

Prepare your customers

Keep your subscribers in-the-know of any big changes like rebranding your account. If you do not, you risk confusing customers, who may stop engaging with your emails, mark them as spam, or unsubscribe. To avoid negative customer reactions, create and schedule a campaign that will alert your subscribers about the name change prior to the first send with that new domain name.

If you are sending both emails and SMS messages, send a campaign via both channels so that both groups are aware of the upcoming change. 

For your email campaign, you can create a text-based email to draw subscribers’ attention. Include both your current and new branding and logos. Your current brand content will help subscribers identify your business, and the new content will show them what they can expect in the future, letting customers get familiar with the branding before you jump right into sending it.

Similarly, for SMS, make sure to include both the current and new brand name. If MMS is available, you can also include the new logo to better highlight the new branding. We also recommend linking to a page that shows off your new branding. 

What to tell customers 

Transparency is key when it comes to maintaining a positive relationship with your loyal customers. In the email or SMS landing page, explain the following:

  • Your new brand and logo
  • Any content or product changes
  • The domain name that they will soon receive emails from
  • The reason for the name change (e.g., rebranding, merging, etc.)

In your email or landing page, you can add a button to ask customers if they still want to receive marketing messages from your new brand. Their answer: yes or no, will become a profile property

Using that property, create 2 segments of customers who you want to continue to receive messages: one for emails and one for SMS. Then, create another 2 segments to suppress anyone who no longer wants to receive marketing messages. For those who do not respond, trigger a sunset flow to either re-engage or suppress them depending on how they interact with your flow messaging.

Swoon email example

For example, Swoon, formerly Be Mixed, merged Klaviyo accounts to consolidate their product into one brand. They kept the name Swoon and discarded Be Mixed; all the while, they communicated this change to customers via campaign emails to make the change more seamless.

Swoon email as an example of rebranding

Update your sending domain

Updating your sending domain only applies if you are changing over to dedicated sending domain. If you are merging accounts, and thus keeping the name and domain of an account that already exists, skip this step and proceed to the next section.

Note that if you are moving to a newly registered domain or have been sending with Klaviyo less than 30 days, you will need to warm your infrastructure. If you are an existing account with a 30-day send history, you do not need to rewarm.

To update your sending domain name, head to our resource on setting your dedicated sending domain.

Update your brand information in Klaviyo

Once your domain name is updated or, for those simply merging accounts, you have informed your customer base that a change is imminent, your next step is to update the information that includes your former branding.

Key areas in Klaviyo to edit to reflect your new brand are discussed below. 

Default sender email and organization settings

To access this information, head to Account & billing > Contact Information > Organization.

Here, edit your Default sender email address, which is the entity customers will receive your messages from. You can also edit other key pieces of information that may have changed during this rebranding process. When it is updated to your liking, select Update Information to save your changes.
Organization contact information page, where you update the default sender email address
For example, Swoon edited their default sender email address to Swoon| Be-Mixed so customers would best understand where their email content was coming from. 

Note that changing the default sender email address in your organization contact information will not update current flows; you will have to manually do so, as described below.

Default sender email address in all existing flow emails

Changing your Organization Settings will not automatically update any of your current flows. As a result, you must manually update your sender email address for each email within a flow. Prioritize high-engagement flows, such as your welcome series, browse abandonment, and abandoned cart flows, so that you can set them live quickly.

Once edited, you can toggle the status of these flows from Manual to Live.

Brand library

Head to your Content > Images & Brand to access images, brand assets, and fonts that are saved to your Klaviyo account. Here, you can upload new content to align with your rebranding, as well as preview, delete, and update existing content and settings.

Flows and templates

In addition to the email address associated with your flow emails, you will want to edit any flow content and email templates to reflect the new branding. This includes any:

  • Copy in your emails or SMS messages
  • Subject line content
  • Linked content
  • Template URLs

You can also create new templates to start from scratch if you choose to redesign your store content entirely. For more information on editing your templates, head to create, edit, delete, and manage templates.

If you merge accounts, set your flows to draft and then copy all flows and templates you wish to save, sending them to the account you are keeping. For more information, head to our article on how to copy flows and templates between Klaviyo accounts.

Profiles and engagement data

If you merge accounts, you will want to transfer existing profile data to the account you intend to keep. You can export your main list to a CSV file and then import that information directly into your next account.

The only engagement data that will transfer into your other account is First Click and Last Click. You can use these timeframes to gauge engagement in your new account and resume messaging.

Warm your domain

Warming your domain causes inbox providers to see you as a "good" new sender and strengthens your sending reputation so that you avoid hitting the spam folder. Any brand new Klaviyo customer or those using a newly registered domain who have engagement data or are using a prebuilt integration, will need to follow the standard guided warming process in app. Otherwise, if you are coming to Klaviyo without engagement data or not using one of the prebuilt integrations, you can follow the platform introduction process.

Note that existing Klaviyo customers simply moving to a dedicated sending domain, do not have to warm your infrastructure again, as long as you have a 30-day sending history.

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