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    Maintain an advanced reporting strategy

    Course overview

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    Lesson
    3 min read

    Follow reporting best practices

    So, you’ve created content in Klaviyo and must now track the impact you’ve made. Let’s review best practices for reporting so you can analyze your data effectively and share wins with your team.

    BEST PRACTICE #1

    Helpdesk gives you a direct line into what your customers are asking, where they’re struggling, and what they’re experiencing in real time.

    • Track sentiment metrics like NPS and CSAT to understand how customers perceive your brand (e.g., a drop in NPS after a product launch may signal confusion around product value or expectations).
    • Analyze Helpdesk tickets and customer feedback to identify friction points in the customer journey (e.g., an increase in tickets about shipping timelines may indicate unclear delivery messaging at checkout).
    • Identify recurring issues over time to uncover gaps in messaging, product experience, or lifecycle flows (e.g., repeated questions about how to use a product may signal the need for better onboarding content or post-purchase education).

    Use customer feedback over time as a continuous signal to diagnose issues and prioritize improvements.

    BEST PRACTICE #2

    Use customer experience insights to improve your strategy

    What good are customer feedback from Helpdesk, NPS results, and support trends if they sit in isolation? Once you understand where customers experience friction, use those insights to refine your marketing and onsite experiences. Use these indicators to directly inform how you communicate with your customers, what friction points you prioritize eliminating, and how you guide customers through personalized experiences with your brand.

    • Update flows and campaigns based on common support issues (e.g., add post-purchase instructions after an increase in help tickets, or send proactive shipping delay updates when delivery questions spike).
    • Improve onsite content like FAQs to address common questions, and use Customer Hub features like loyalty, rewards, and offers to simplify the customer experience.
    • Align marketing and service experiences so messaging reflects real customer needs (e.g., pause promotions for customers with open support tickets, or follow up with helpful guidance after a support interaction) and reduces friction across the journey.

    Turn customer insights into action to create more relevant, seamless experiences across the journey.
    Follow reporting best practices