Lorenzo Uomo review for Klaviyo: Email Marketing & SMS

Dec. 22, 2019

While the functionality, in theory, is excellent as it allows for more sophisticated segmentation and automated flows than most mid tier email platforms will allow, the execution is shaky. The team clearly has an admirable mission in mind yet feels incredibly junior and not too professional. We have encountered numerous hiccups, such as the most recent example: We were unable to send an email blast. After reaching out to support, we received an email stating that there was (an unannounced) scheduled maintenance. When we mentioned that it would have been good practice to alert businesses of this scheduled maintenance in advance, this is the reply we received: "I've shared this feedback with the team and I believe they felt it would have been a smaller or lesser noticed UI experience. Again, we're sorry for the maintenance and inconvenience. If you need anything, please let us know!" Clearly, it is never Klaviyo's fault. They refuse to take responsibility and place the customer at the center of their business model. This is a company run by very talented children who have yet to grow up and understand that fun functionality must be cooked up with one, and only, purpose in mind–serving their clients. Update: I am now taking my business to Omnisend. They provide all the functionality of Klaviyo and more. Moreover, they are customer centric and understand that they are in a service oriented business.