Celebrate wins (and tackle hiccups) during onboarding
We know, even the most well-oiled onboarding plans can hit a snag. That's why Klaviyo is here to arm you with everything you need to navigate a smooth onboarding experience. We've got you covered on both the tactical side (what you actually implement) and the client management side (because let's face it, every onboarding pro has a horror story or two).
But, we’re also realists. To truly set you up for success, we need to equip you to communicate both your early wins (yay!) and any bumps you encounter along the way (don’t worry, we have resources for that too). We’ll delve into strategies for highlighting those key wins and point you to the right point of contacts to help you navigate unexpected situations.
Are you making it look too easy?
Don't downplay your hard work!Making things appear effortless usually requires a lot of unseen effort behind the scenes. Your client might have no idea how much goes into crafting that campaign or the thoughtful execution behind a warming plan.
That's why we're here to help you communicate your early wins effectively. By highlighting your accomplishments, you build your client's confidence in their investment. After all, when something seems too easy, clients might wonder, "Could I do this myself?" (The answer, in most cases, is definitely not.)
Communicating wins: retainer vs. fixed projects
Stefan Milicevic from Klaviyo Master Elite Partner Underground Ecom emphasizes that highlighting project wins depends on the project structure. Here’s the breakdown.
Project
When tackling an onboarding project, your client craves a quick and smooth Klaviyo setup. Time is critical, so emphasize your efficiency.
Did you share a project plan? (Great! If not, we've got you covered.)
Now's the golden opportunity! Highlight instances where you're hitting or exceeding deadlines. This will reassure your client that the project is well managed, allowing them to launch Klaviyo even faster.
For more information, review best practices for project-based pricing.
Retainer
Retainer clients require a different approach. This long-term partnership revolves around your strategic guidance. Here's how to showcase your value early on:
- Focus on Strategic Moves: Highlight the proactive strategic work you're doing upfront.
- Leverage Early Metrics: Showcase preliminary growth metrics like list growth, click rates, and flow performance.
While significant ROI numbers might not be available yet, these early indicators demonstrate your ability to deliver value quickly and set the stage for future success. By focusing on positive trends, you reassure your retainer clients that you're hitting the ground running and positioned to bring them significant value in the long term.
For more information, review best practices for retainer-based pricing.
Need help? Here's who to contact
Client projects and technology can throw curveballs. Did your client underestimate the difficulty of a custom integration, or is your flow mysteriously not firing? We can't predict every issue, but we can provide a clear system for escalating problems.
I am hitting a snag in the Klaviyo platform that can be resolved with a quick email.
Facing a quick Klaviyo hurdle? The Klaviyo support team is here to help! They tackle minor glitches within the platform or supported integrations. Just shoot them a quick email, and you'll be back on track in no time. Learn how to get in touch with Klaviyo Support.
I underestimated the complexity of this onboarding and need strategic support.
Have you hit a snag and realized this onboarding is trickier than expected? Strategic support is here!
- If you have a Partner Success Manager (PSM): They're your first line of defense. Your PSM can connect you with a Solutions Architect to pinpoint onboarding hurdles and offer technical guidance to keep things smooth.
- If you do not have a PSM: Reach out to the Account Executive who closed the deal. They share your commitment to client success and can direct you to the best point of contact.
I am having an issue with an integration with Klaviyo.
Are you having trouble with a Klaviyo integration? Who you contact depends on the integration's owner: Klaviyo itself, an outsourced agency, or the integration partner.
Step 1: Identify the Owner:
- Head to the Klaviyo Integration Directory and choose your integration.
- Look for a sidebar listing the developer and support contact.
Step 2: Reach out to the right people:
- If it is a Klaviyo-managed Integration: Contact Klaviyo Support directly.
- If it is an agency-managed Integration: Reach out to the listed agency for assistance.
- If it is a tech partner-owned integration: Get in touch with the integration partner's support team.
Stuck on a strategic question? Tap into the Klaviyo Partner Community!
Facing a strategic conundrum? Don't forget the Klaviyo Agency Slack community.
This Slack channel connects you with thousands of global agency partners. Here, you can:
- Share best practices: Learn from others' successes.
- Ask questions: Get valuable insights from your peers.
- Stay informed: Be the first to know about Klaviyo updates.
You likely received a community join link upon your Partner Program acceptance. Dive in and leverage the collective wisdom of your fellow Klaviyo partners!