What integrations impact Customer Hub?
Customer Hub seamlessly integrates with your third-party providers to bring all of the right context to each shopper's experience.
Head to Customer Hub > Extensions to find your unique integrations, bucketed into categories based on the business goal they support. Once an extension is enabled, you can use that data when building new blocks and explore new possibilities within the Customer Hub library of block templates. In short, a whole new world of possibilities opens up with each connected tool.
Click the tabs below to see how you can support shoppers at key stages of their customer journey with blocks that sync with your other third-party tools.
Pre-purchase
Encourage customers to shop via integration tooling to spur conversions.
Example recommended integration types:
- Recommendations
This is an easy toggle-on option for your brand to display products that shoppers are most likely to buy, based on their browsing and past purchases. Without this enabled, you may be leaving money on the table. - Reviews
93% of shoppers seek out reviews before placing an order. Beyond that, with a reviews strategy, you can reward shoppers who engage post-purchase and even enhance your support strategy for negative reviews. While we recommend using Klaviyo as your preferred solution, we also integrate with several other review tools.
Conversion
Enhance the post-purchase experience and ensure your customers feel supported after they place an order.
Recommended integration types:
- Order tracking
Enhance customer satisfaction and minimize support inquiries by integrating a shipping and order-tracking solution that keeps customers informed and engaged with their products. - Returns
Automate return-processing emails and texts with a return-solution integration that keeps customers informed.
Post-purchase
Finally, boost brand loyalty and advocacy with the following toolset.
Example integration types:
- Loyalty and rewards
Retaining customers is even more valuable than acquiring new customers! Offer exclusive discounts to your VIP customers, display their unique loyalty status or point total, and target VIP segments with tailored blocks to drive higher revenue. - Subscriptions
Surface subscription information within Customer Hub orders to either promote adding a new subscription, or upselling to build higher subscription cart values. Existing subscribers can also manage their subscriptions directly on the hub.
Streamline the customer experience with core features
Beyond the overview shared above, you can also actively add features to your site that drive conversions or support experiences that ultimately boost customer satisfaction. Click into the dropdowns below to learn more:
Shopping cart
Provide a built-in cart experience directly in your Customer Hub so shoppers can view and update their cart without leaving the page.
To configure the cart, go to Customer Hub > Design and select the Cart tab in the editor.
You can configure how the cart appears; for instance:
- Incorporate product recommendations to cross-sell what’s in the cart.
- Show the shopper their saved favorites to upsell their cart.
- Specify cart placement (to appear as a tab in your Customer Hub tab or as its own drawer)
- (Optional) Replace your storefront's shopping cart links to open Customer Hub going forward.
Learn more about adding cart to Customer Hub.
Web chat
Enable real-time web chat on your Customer Hub so shoppers get instant answers without leaving your storefront.
To enable web chat, head to your account dropdown in the bottom right and select Settings > Web Chat. This lives in the account-level settings, not in Customer Hub settings.
Best practices for web chat:
- Customize its appearance to match your Customer Hub’s look and feel. Do so in the Chat tab of Customer Hub, adjusting colors, icons, positioning, etc.
- In your account’s Web Chat settings (found in account settings), update chat-specific behavior (e.g., edit your welcome message to match your brand tone and add any key information).
- Add links to your privacy policy and terms of service in the Customer Hub settings to ensure compliance.
- Set expectations for when support is available and how long a customer can expect a reply from your brand.
- Regularly check and use Helpdesk to reply in real time, using macros, text, images, and emojis. Each inbound chat will automatically open a ticket in Klaviyo Helpdesk for tracking and response.
FAQs
Surface the most common questions and answers directly in Customer Hub, reducing support volume and empowering shoppers to self-serve.
To create an FAQ for your Customer Hub, Select Customer Hub > Design. Then, find the FAQ option in the editor canvas to create a new FAQ that includes:
- Your top questions from customers (look through support tickets, social media DMs, etc. to determine what’s most pressing)
- Answers to those questions with links for more details or next steps.
Note that you can add FAQs as stand-alone features on your hub or insert them directly into your web chat. Below is an example of how this appears within web chat:
Get help (on order tracking widget)
Want an easy win that elevates a recent shopper’s experience? Give them the option to get help from your team on an order they’ve just placed. This appears as a "Get help" button, as shown in the image below.
To add this, head to Customer Hub > Extensions. Under Help settings, choose where clicking on “Get help” will send customers (e.g., Klaviyo Helpdesk (which requires web chat to be enabled), an external link, or an integration (e.g., Gorgias).
Once saved, this will appear and mimic the style of other buttons on your hub.
Test your understanding
We’ve walked through a lot at this point in the course; now it’s time to test what you’ve learned. Drag and drop each Customer Hub extension to it’s associate business goal.