Discover key use cases that enhance customer experience

A successful post-purchase experience is key to retaining customers. One way to improve this experience is to integrate a shipping management platform into your clients’ email and SMS strategy.

Customers love receiving notifications on the status and location of their order. According to ShipBob, shipment notifications have a 90% open rate and provide updates that customers really care about.

Shipping management platforms do more than provide notifications. They help brands manage many stages of the shipping process, including label creation, package consolidation, and customer notifications.

Use shipping management platforms with Klaviyo to:

• Automate shipping updates via email and SMS to build excitement and keep customers informed.
• Be proactive in providing order delay notifications; win back customers who experience multiple delays.
• Build revenue by upselling and cross-selling complementary items after delivery through shipment update messages and on order tracking pages.
• Prompt customers to leave feedback once a shipment is marked as delivered.

Learn more about our tech partners that support shipping management platform integrations.

Returns are another example of a post-purchase experience that is critical to enhancing the customer experience. Consumers return up to 30% of ecommerce sales in certain categories according to IBISWorld. And in a study completed by Klarna, 84% of online shoppers would refuse to go back to a retailer after a bad return experience.

To help facilitate the return and refund processes, returns management platforms help brands communicate with their customers to manage shipments, tracking, inventory, refunds, replacements, creating and distributing shipping labels, and more.

Returns management platforms also help brands reduce lost revenue by streamlining the entire return and refund process. This includes reducing turnaround time, maximizing recovered ROI, and minimizing the cost of the returns process.

Use returns management platforms with Klaviyo to:

• Automate return processing emails and texts to keep customers up-to-date and generate rebound sales.
• Provide product recommendations and discounts when a customer is issued a store credit for a return.
• Drive incremental revenue when a customer returns something due to size; follow up by encouraging an exchange.

The example below shows a follow-up email that encourages a customer to exchange a returned item.

Learn more about the top tech partners that can integrate returns into your Klaviyo email and SMS strategy.

Managing customer support inquiries is extremely difficult. Help desk platforms are designed to help businesses manage these inquiries and communication between a brand and its customers. Help desk platforms optimize the experience by organizing data and prioritizing requests to provide the best customer experience possible. Insights into those events can also help tailor your marketing messaging.

Use help desks with Klaviyo to:

• Follow up after a ticket is closed to provide discounts and request additional feedback.
• Pause marketing messaging while a ticket is open to prevent marketing to aggravated customers.
• Communicate easily through SMS with conversations that sync directly into a help desk.

The following example shows how a customer can conveniently chat with an agent through SMS and how that conversation syncs directly with the help desk solution.

Learn more about how to use Klaviyo's own Help Desk tool. Otherwise, review our tech partners that offer help desk integrations.