How can Klaviyo text messaging increase ROI for your clients?
Whether your client is new to text messaging or is currently using a different solution, there is extreme value to using Klaviyo, especially if your customer is already using Klaviyo’s email solution. Learn about Klaviyo’s unique text messaging differentiators and be prepared to tackle some of the frequently asked questions that clients have.
Position Klaviyo text messaging
Did you know Klaviyo text messaging customers see a 10% average lift in overall revenue? Learn how to leverage this powerful tool for your clients.
Get inspired with real examples of Klaviyo text messaging
Explore real-world case studies showcasing how brands similar to your clients leveraged Klaviyo text messaging to achieve results.
Whether your client is just starting with text messaging or is considering moving to Klaviyo from a different solution, we have a relevant case study for you. Simply select the tab that best aligns with your client's experience to find the perfect example to share.
New to text messaging?
Growing mattress company, GhostBed, skyrocketed sales with Klaviyo's targeted pop-ups. New website visitors saw pop-ups offering email and text sign-up, while existing email subscribers were offered text message sign-ups.
This strategy led to a massive 4,200 subscriber increase, with their text welcome series generating $44,105 in just 2 weeks and a staggering 200x ROI.
Read GhostBed’s full strategy.
Switching from a Klaviyo text messaging competitor?
Fashion leader Magnolia Boutique sought to deepen customer connections but faced challenges with fragmented data. Initially, they leveraged Klaviyo for email but relied on Attentive for text messaging. This siloed approach hindered personalization efforts.
Transitioning to Klaviyo for both email and text allowed Magnolia to consolidate customer data in a single platform, streamline campaign management and leverage Klaviyo's robust integrations to create targeted customer segments.
The result? Magnolia saw a 49% increase in subscribers after switching from Attentive.
Read Magnolia’s full strategy.
Switching from a Klaviyo email and text messaging competitor?
Inspired by the ancient hair care rituals of the Red Yao tribe in the Longsheng region of China, Viori is an all-natural, rice-based shampoo bar brand.
Viori needed a marketing boost to drive repeat orders and customer retention. Their existing tech stack, ActiveCampaign for email and Attentive for text messaging, limited their ability to leverage valuable customer data.
By transitioning to Klaviyo, Viori achieved a unified platform, enabling them to activate existing data and build structures for continuous customer acquisition and retention. This, combined with a more robust retention strategy, led to a 17% revenue increase since switching.
Read Viori’s full story.
“Our customers don’t want texts” and other misconceptions
As a Klaviyo partner, you might face questions from customers unsure about using Klaviyo text messaging. Let's run through some common concerns and how to handle these conversations effectively.
Note: When you're selling text messaging, you can submit a lead through the Partner Portal even if you have already submitted that same brand as a lead for email.
Text messaging is too invasive.
Prep:
- Do they have text signups on their website?
- Do they have a large contact list or following to work with
- What has their overall email engagement been like and could text messaging supplement and support this?
- Are they receptive to feedback and suggestions?
Ask:
- What makes you say that?
- What has your personal experience been with texting?
Explain:
The regulations around texts are much more strict than email. You are not able to send a text message unless a customer explicitly agrees to be texted. This means you are only texting customers who want to be texted. Additionally, opting out of text is easier than email: by simply replying STOP, your customer is immediately off your list. The key to keeping your subscribers is to send the right content to the right person at the right time. This way, it’s highly relevant to them and they will have a higher likelihood of engaging. You’d be surprised to learn that
- 1 in 3 consumers actually prefer getting texts from brands over hearing from them via email or social media
- 73% of customers report that they made a purchase as a result of a text message they received
- 60% of customers will read texts within 1-5 minutes of receiving them.
Also, your customers may actually want to text you. Subscribers who opt-in to receive marketing text messages can also text you directly through Klaviyo text messaging conversations in cases where two-way messaging is available. This allows your support team to answer shopping questions faster, leading to better resolution times. Plus, you can integrate with help desk tools like Zendesk and Gorgias to streamline all inquiries for your customer support team.
Texting is for discounts, and we don’t do discounts.
Prep:
- How are they measuring the value of their email strategy? Is it by email metrics, sign-ups, page views?
- What are their current metrics for their email campaigns?
- What other brands like theirs are using text messaging?
- Are there any existing flows or integrations in their existing Klaviyo account that could benefit from text messaging?
Ask:
- Have you tried texting? Are your competitors using this channel?
- What is your ultimate goal when you send email campaigns if there isn’t a promotion involved?
- Would you be willing to enable this channel and see what happens over the next 30 days? At the very least, we can collect more data that we can review together.
Explain:
Texting is not always a way to run sales/discounts but can also help you achieve your goals as a brand. For example, if your goal is to:
- Drive engagement: Text messages can bring attention to new products or drive VIP customers to your site.
- Compliment your email strategy: It has a 7.6x higher click rate and can be written slightly differently to complement the voice of your brand.
- Drive customer loyalty: text messaging can integrate with your overall tech stack. Texting works very well with subscription, shipping, and loyalty program solutions. Use texts to keep customers updated on their shipping updates, loyalty points, or upcoming subscriptions.
Texting is too expensive.
Prep:
- What are they currently paying for Klaviyo email (if they are using Klaviyo email)?
- Are they using a competitor?
Note: Pricing conversations are tricky, and we recommend that you submit the lead through the partner portal. This way, we can connect you with a partner development rep to navigate this conversation with you (or at least coach you before)!
Ask:
- If using a competitor, what is the price for their text messaging?
Explain:
- Klaviyo text messaging pricing is all-inclusive, that means that we include carrier fees in our price. Carrier fees fluctuate across the different mobile carriers and typically make up 30% of a regular invoice. With Klaviyo, we bake them into your price so the price per message stays static, making it easy to forecast your spend.
- The key to a strong text campaign is being highly personalized in our sends to ensure a greater return on investment. I know that you're looking to make the most out of your budget, and we will make sure to be very deliberate in our strategies to ensure that were sending highly personalized texts to a smaller subset of customers, which will help with overall costs.
- The added advantage of consolidating with Klaviyo is reducing your platform fees. By having separate solutions for email, text messaging, and other channels; your effectively paying multiple times to store that customer data when Klaviyo can power all those channels within a single solution.
- I hear where you are coming from, and I would love to connect you with someone from Klaviyo’s Partnerships team to have this conversation with you. They are more up-to-date on pricing and can answer some of your more in depth questions related to pricing. Are you free next week? I will schedule a time to get us all on a call.
- If you are worried about this channel being worth the extra spend, it is. The return on investment of Klaviyo text messaging is significantly higher than other platforms. In fact, brands that switched from Attentive saw an average of 175x ROI across email and text on Klaviyo.
We hear XYZ brand is better than Klaviyo.
Prep:
- Who is the competitor?
- How long have they been with that competitor?
- Does that competitor take their email efforts into consideration/calculation?
Ask:
- How are things going with ‘X’ competitor?
- Are there any features they have that you really like?
- Do you happen to know if your competitor is doing double attribution since you are emailing with Klaviyo?
- Did you select this company or was it someone else?
Explain:
Using a point solution for text messaging is risky because it creates:
- An incomplete customer profile between platforms, which can result in redundant messaging or offering unnecessary discounts.
- A disjointed customer experience which often leads to higher unsubscribes and complaints.
- A muddy and conflicting attribution which can signal to customers to send more, making them prone to over messaging.
- A false sense of growth which can lead to misallocation of resources and decreased ROI.
We hear XYZ brand is cheaper than Klaviyo.
Prep:
- Who is the competitor?
Ask:
- What is your all-in cost per message with XYZ brand?
- Do you know if that includes carrier fees?
- Are there any additional costs like platform fees that appear on your invoice?
- What’s your monthly cost for short code?
Explain: Klaviyo’s price is all inclusive. Our competitors on the other hand don’t include carrier platform or platform fees in their costs per message. Carrier fees in the US range from 0.25-0.50 cents per text and 0.3-1 cents per MMS. These fees vary between carriers, meaning not only that they are hidden fees but you will have unpredictable charges each month. Our competitors offer steep discounts to stay competitive with us, but unfortunately these discounts come at the cost of you. Usually they require committing to a multi-year contract with restrictive terms and significant penalties if you ever need to cancel.
We already said no to texting in the past.
Prep:
- How long ago did the customer say no to texting?
- What was their reason for objecting (time, using a competitor, lack of understanding)?
- What has their engagement/revenue been since the last discussion?
- Has there been a change in leadership or the management of the account?
Ask:
- Since we last discussed text messaging, have you had a chance to review a lot of the newer features we have launched for it?
- Are you still working with “X”? How are things going with that account? some text
- Do you have a contract end date?
- Would you be willing to review this tool with Klaviyo again?
- Would you be willing to enable this channel and see what happens over the next 30 days? At the very least, we can collect more data that we can review together.
Explain: This can be a tough conversation to have, but unless you ask, you will not know if their opinion changed or they are now aware of Klaviyo’s newer text messaging features. The easiest way to bring this up would be to run a tech-stack audit during your regular meetings, or to identify areas where having a consolidated email and texting solution would benefit the customer.
I actually have some phone numbers, can we start texting this group of customers?
I am excited to hear you're open to adding texting to your strategy. Keep in mind that text messaging regulations require explicit consent from recipients. This means we can't directly text your existing phone number list.
The good news is, I have extensive experience in building compliant lists. We can leverage several strategies, such as email marketing campaigns or building an onsite opt-in forms, to encourage customers to subscribe. I'd be happy to discuss these options further and help you develop a targeted strategy!