Understand why Customer Agent is a powerful tool in your omnichannel strategy
Customer agents act as an extension of your sales and CX teams learning from every interaction to personalize conversations, support customers 24/7, and power smarter marketing. It was built for B2C, so is already optimized for retail businesses, is completely customizable, and works across every channel.
It takes away the manual work of answering simple customer questions, and it automatically:
- Guides users toward product discovery
- Suggests upsell and cross-sell purchases
- Removes common purchase blockers
Plus, according to Klaviyo’s 2025 Future of Consumer Marketing Report, a customer is more likely to return to a brand after a beneficial customer service interaction. Here are a few statistics to prove it:
- 50% of consumers will give you a second chance if you offer them compensation.
- 27% will return if you ask them for suggestions on how to improve.
- 25% will come back if your customer service follow-up is exceptional.
Optimize Customer Agent for your brand strategy
AI is only as powerful as you make it. Let’s walk through 2 ways to improve your usage of Customer Agent through optimizing content and training your agent to speak to your brand style.
Optimize content for Customer Agent
Customer Agent's ability to drive specific on-site actions depends on the clarity and quality of its source material. In other words, is your website content actually set up for an AI agent to review and replicate?
Your goal: Ensure the AI has the necessary information to provide accurate, brand-aligned answers and suggestions that lead to conversion actions (e.g., "Add to Cart," "Sign up," "Browse Collection").
Best practices:
- Review FAQs and help documentation: Verify that common questions about products, shipping, returns, and sales are clearly documented in your source material. The Agent uses this information to resolve pre-purchase anxiety. Klaviyo even helps discover specific "Knowledge Gaps" in Customer Agent’s performance dashboard, showing common questions that the agent cannot currently answer.
- Prioritize product data: Feed the Agent detailed, up-to-date product descriptions, inventory statuses, sizing guides, and compatibility information. The Agent should be able to instantly suggest alternatives or complementary products based on user queries.
Map intents to actions: For every key customer intent (e.g., "I need a running shoe," "Where is my order?"), explicitly define a desired on-site action (e.g., "Suggest specific running shoes," "Direct to Order Status page").
Update your agent’s tone and style
Consistency in voice is critical for building trust and reinforcing brand identity. The Customer Agent should sound like an integral part of your team, not a generic chatbot.
Your goal: Configure the Agent's language, tone, and personality to be consistent with your brand guidelines and the tone used in your Klaviyo flows.
Best practices:
- Define personality guidelines: Provide the Agent with explicit instructions on tone (e.g., "friendly and enthusiastic," "professional and concise," "witty and playful").
- Incorporate brand vocabulary: Supply a list of branded terms, product names, and preferred phrasing. Avoid letting the Agent use overly generic or clinical language where brand-specific terminology is appropriate. Similarly, you can feed it any terminology to specifically avoid.
- Test and refine responses: Regularly review agent transcripts and compare them against human-written responses from your support or sales team. Make iterative adjustments to ensure alignment.
Enhance your marketing content based on Agent interactions
The true power of the Customer Agent lies not just in its automated interactions, but in the data it collects. Use this wealth of knowledge to broaden and improve your own marketing strategy.
Click into the dropdowns below to identify ways to use Customer Agent insights in order to refine marketing content and reduce unnecessary friction for customers.
Identify common conversational gaps
Analyze transcripts for recurring questions that are not adequately addressed by current website content or marketing flows. For example, if users frequently ask about a specific discount code, integrate that information earlier in your Welcome Series flow.
Update high-volume flows
Ensure that your flows align with the timing of Customer Agent inquiries. For instance, here are a few examples of changes you can make:
- If the Customer Agent resolves a shipping cost query just before a user abandons their cart, consider adjusting the timing or content of your Abandoned Cart flow to preemptively address this common blocker. Y
- Add a filter to relevant non-transactional flows to exclude anyone who is currently in or was very recently part of a Customer Agent inquiry to avoid confusion or frustration.
Target agent-triggered segments
Use Customer Agent interaction data to segment customers and tailor the content they see going forward. For instance, you can:
- Segment users who were recommended a specific product or product category (e.g., "vegan snacks") by Customer Agent. You can then target them via a specialized campaign, paid ads on Meta or Google, or even within show/hide email blocks across campaigns and flows that show promoting that item or something related they may like as well.
- Segment users who had their Customer Agent conversation escalated to Support in the last week. Then, exclude them from broad promotional campaigns to avoid irritating customers with unresolved issues.
Create Custom Views
Similar to creating segments, you can also use custom views to refine how your team speaks to specific customer segments within Customer Agent and support queues themselves. Doing so will group specific customers into customized folders for your team to review and adjust your messaging for their particular use case, issue, or customer status (e.g., churn risk).
Example: VIP customers or customers with a high risk of churn may be routed into high-priority service queues. This will inform your team on how to best engage these shoppers during this time and ensure the best possible experience.
Trigger Agent-initiated flows
Stay connected with shoppers post-purchase if they’ve engaged with Customer Agent, through Agent-driven automations, including: post-purchase check-ins, replenishment reminders, and product usage tips.
How?
- Create metric-triggered flows using any of the following agent-specific metrics, based on what you are hoping to achieve: Started Conversation, Resolved Conversation, Escalated Conversation, and Received Product Recommendation (and can further filter by product).
- Then, customize each message based on purchase data (what product did they buy, for how much, how often, etc.), customer segment (are they a VIP or churn risk?), and lifecycle timing (are they a first-time shopper vs. a monthly subscriber?). The more relevant, the better.
Example: Create a flow triggered by Received Product Recommendation from Customer Agent. From there, add a filter to exclude anyone who placed an order since entering the flow. Drag in a 2-hour time delay before your first message. Split your flow based on channel preference, and follow up with a tailored message that includes those recommended items as a reminder to shop.
What’s next?
You’ve now learned how to optimize your automated Klaviyo content and use the power of AI to connect marketing and service opportunities.
Continue on to test your understanding of the material. Then learn how to enhance your reporting strategy to ensure your omnichannel efforts are working for your brand.