Klaviyo: Email Marketing & SMS

OCT 31 Update: I just downgraded this app to a 1 because of their customer service. While is it a really good tool for those of us selling physical products on an ecommerce site, It has by far the absolute worst Customer Service of any CRM app I have used in the last 15 years. Sometimes their automated Flows do not work. If that happens on a weekend, like it is now, then you have basically no customer support until Monday and you have lost sales for a weekend email campaign which will not send. So what if it happens over BFCM? There will probably be no support from Wednesday afternoon till Monday morning. While it's great this company cares about their employees, the support they offer to their customers is really the worst I have ever encountered in this particular niche. When it comes to reviewing an app like this there are 2 things to consider… the app itself and the customer service. Also, the experience of the reviewer using the app. CRM apps always have a steep learning curve and so at the beginning support is needed to help us fill in the gaps where documentation is lacking. I have been using this app for about 2 years and participated in the Beta testing of their drag and drop Flows. I know my way around it but still need some help from time to time. I am writing this review so you know what are getting into before you make a purchase decision.. Like most apps, it has its quirks and that's all cool. You just need to learn them and just about every CRM app has a steep learning curve to overcome at the beginning so a good and timely support team is really critical. The app itself is a really great value. To capture all that value good customer service is needed and that is where Klaviyo falls short. In fact, over my last 20 years on ecommerce, this company’s customer service is, in my experience, one of the worst I have ever experienced. First off, they only have chat support and then... the chat hours are limited and the actual quality of the support is hit or miss. Be prepared to wait up to 45 minutes or longer to even get to a support rep. Although, to be fair, wait times, in my experience, have been as quick as 15 or 20 minutes. They do actively support the ecommerce community with fresh, innovative ideas and create videos which are totally awesome and very relevant. This is a great platform if they only had decent customer service. I gave the rating of 2 only because of the app itself. It’s a good app with lousy support. If you do decide to purchase this app then just know that the customer service is pretty terrible and that I am not just a newbie to this app but have been using it for about 2 years.

I've heard nothing but good things about this platform, however, after attempting to use their E-mail system for a month it's by far the WORST software and WORST customer service I have experienced in my life. Not to mention incredibly underhanded tactics by their development team to make it infuriatingly difficult to manage your customers/profiles in their system! They clearly do this so that it's hard to remove contacts ... because they charge you based on the number of subscribers you have. ie) No multiple select to remove profiles. Their profile page doesn't even auto-scroll to refresh more profiles!!! You have to manually search and click 3x into someone's profile to delete it, or create a segment which is also wonky with not enough options to delete (bots). Their customer service is ABYSMAL. If you get an e-mail back at all it may take days or weeks. Then to a detailed question you will receive a single line non-sensical answer. As soon as I can find ANY alternative I'm gone. WORST platform period.

The absolute worst customer service of any app that I used on my online store. Will not respond to your questions and when the do respond, after days gone by, they respond with a useless link to a topic that was never your question or concern in the first place.

The software itself does its job well. But it's very disturbing that once you subscribe, you cannot finish the paid subscription. Klavio demands you to contact them by e-mail, but even then they keep stalling and giving empty promises for days that "someone from the team responsible for it will contact you shortly" which obviously doesn't happen. Extremely shady

Bad Customer support - Buggy App - Wasted $200 on this - Zero revenue - No way to know how to set up the app

I do not know why they have to keep it so hard to cancel the subscription. I've been trying to cancel the subscription for a month and I am still going to be charged for the next month. Stay away from this app.

Horrible Support! I had to send an order confirmation to my clients and it took almost 5-6 hours to upload the lists. After all that hassle when i hit send, this useless app says account disabled and they'll have to verify before ic ould send email. what a waste of freakin time! please use the BCC feature in your Gmail. That does a lot more than this useless piece of ....! Worst part is they take forever to respond to support requests!!

For such a hyped app, we're very underwhelmed by the experience. 1. Damn expensive for stores with large lists - I'm old enough to remember when telcos used to rip off customers with inflated SMS charges because people didn't realise they cost almost nothing to send. Seems similar here, email is cheap, dirt cheap, yes, charge a premium if you have proprietary segmentation, great software etc but klaviyo went too far imo. 2. Poor customer service and uninituitive install process Despite price reservations we succumbed to the hype and adopted a cautious approach. As a test we installed on our secondary store which is quite small. We already do abandoned cart sequences etc so we decided to test their browse abandonment flow which would be incremental revenue. Weeks and pass and no flows are triggered. Apparently the automated shopify install PLUS manual web tracking install is not enough. There is some kind of 3rd step which depends on our theme. In their words "This is something I would suggest hiring development resources to achieve". WOW - go pay someone else to install one of our core features. 3. Security Risk Just to recap, this app has been sat on our scondary store and hasn't fired a single email due to above feature not being part of the install and customer service being disinterested in onboarding a new client and us having other things to do. No big deal, we can find another app to test browse abandonment. Then we get an email saying, again, I quote "We experienced a security incident on our opt-out forms that resulted in the unauthorized disclosure of non-sensitive information" Now, remember this app is inactive and yet they tell us "A total of XX email addresses stored in your Klaviyo account were accessed through our opt-out related forms by unauthorized persons" WOW - we don't use klaviyo forms, literally no emails have been fired because the only flow setup is an inactive one. So, if it wasn't forms, how did they really leak the data and why do they consider emails to be non-sensitive data?!! Seems pretty sensitive to me. Not much else to say, I'm sure it provides value to others, soem people seem to be happy with it but for us, can't think of a reason to give more than 1 star

No es útil, no se puede configurar nada ya que hay q estarlo actualizando la pagina, no esta claro como personalizar los correos. En fin poco practica y poco amigable

Unbelievably complicated to sign up to and log into. Once you log in it boots you back out. Not worth it

Stay away, unless you want to disrupt your business (not in a good way). Some, not all, of the issues experienced over this past year: unannounced maintenance that disables one from sending or scheduling email campaigns (during busiest and most promotional times of the year–no less!), being disconnected from integrations like Shopify or Loyalty Lion, welcome series flows that mysteriously stop working (and told by the engineers they are looking into it, but may take up to a few weeks to fix), etc. Chat support is all over the place–when you can get someone on the chat (again, many times of the day chat is unavailable... emails get a response after a few days). One chat assures that the issue is fixed; when it turns out that it is not, another chatter blames the first chatter for not fixing it properly and offers a very complicated solution; when the second fix, in turn, does not work then the third chatter blames it on the second... and so it goes. Meanwhile, the issue does not get fixed and lingers. Canceling them took running around in circles. Finally, when threatened with higher action, the cancellation did come through–with a snide note "good luck in your next endeavor." Is this professional? Not. But consistent with Klaviyo's overall attitude. Not sure how long this company will exist... but that should be their problem, not mine.

Klaviyo sucks. overpriced. also their previewer has a bug that makes it so the final email does not always match the content you set up. thanks to klaviyo, we sent an email to 5000 subs with half the text in an illegible white font. they denied any fault on their part once escalated even though the previous rep admitted to the issue. AVOID. use another cheaper service, theyre all the same

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.

Stay away. Cost us a ton of money cleaning up after their mess. Customer support is spotty, at best. The IT team is disconnected from their customers, working on stealth pushes and creating havoc that we only found out days later, when we saw issues arise that had never been encountered before. Understandably, this can happen once in a while. But with Klaviyo, this is the norm. Not only not worth their exorbitant monthly fees but will hurt your sales as well.

I pay over $900 / month and they don't even have phone support. Constant glitches delay product launches.

Waste of time. App doesn't install properly. Uses Google image verification which doesn't appear to work properly. Won't allow password reset. Exceptionally frustrating experience.

NOT A GREAT SUPPORT .... AFTER ONE WEEK , WE STILL DO NOT KNOW , THEIR PRICING - WEHAVE REQUESTED SEVERAL TIMES ... VERY ODD NOT TOO PROFESSIONAL , TO SAY THE LEAST AGAIN , WE HEARD GOOD THINGS - BUT UNABLE TO OPEN THE PAGE WITH THE PRICES

what a cruel app! i spent ages doing my email campaign $400 a month to send!!! this is outrageous.

Terrible. Had a sign up form on my pre-launched website. When I tried to notify the ones who had signed up that the site was live Klaviyo disabled my account and didn't let me notify them. I'll have to email everyone one by one. Terrible service.

This is a shocking app. Don't waste your time. They essentially lock you in by linking user opt-outs into their own platform and not updating it on shopify so if you want to switch you have to manually make the changes in Shopify. This is just disgraceful. I also sent out an email using their platform, changed the reply email to the business one and when i clicked send out it put my personal email in it which went to over 1000 addresses. I am absolutely dumbfounded about his terrible this platform is. Clearly developed by tech people who don't have a clue about UX or UI. Shocking. Other features that don't work properly: 1. Dashboard analytics are always displayed wrong. 2. Live map of campaigns doesn't work. 3. Shopify integration is only one way - waste of time. Save your money and time - look for something else.