Keep your knowledge base accurate and up to date
Customer Agent relies on your knowledge base to provide clear, trustworthy answers. Keeping this information current ensures shoppers get accurate responses, reduces support escalations, and builds confidence in your brand.
- Test thoroughly in the Preview/Playground before launch: Use the Playground to simulate common customer questions and confirm Customer Agent responds correctly before going live.
- Re-test every 30 days or after major product, policy, or website updates: Customers change, and so does your business. Regular testing ensures Customer Agent always reflects your latest policies, shipping options, and product details.
- Add and update supplemental knowledge such as snippets, docs, and URLs: Provide factual resources like FAQs, return policies, and help articles so Customer Agent can handle nuanced questions more accurately.
By maintaining a well-structured and up-to-date knowledge base, you’ll ensure that the Customer Agent is always prepared with accurate, relevant answers. This will not only improve the customer experience but also save your team time by reducing unnecessary handoffs.
Make your Customer Agent easy to find and use
Even the smartest AI assistant can’t add value if customers can’t see or access it. Placing Customer Agent front and center ensures shoppers know help is available the moment they have a question, keeping them engaged instead of dropping off.
- Use the floating chat widget for accessibility: Position the widget in a visible location on your site so customers always know where to turn for quick answers.
- Promote Customer Agent in existing marketing channels: Invite customers to interact with Customer Agent directly through the channels they already use, like email, text messages, flows, and campaigns, making it part of your broader communication strategy.
- Encourage replies in key flows: In abandoned cart or welcome flows, prompt shoppers to ask about common blockers like returns or sizing, giving Customer Agent the chance to resolve concerns in real time.
Enable Customer Agent across channels
Shoppers expect support in the channel they prefer, whether that’s on your site, through text, or in their inbox. Extending Customer Agent across web chat, SMS, and email creates a consistent experience and ensures customers can always get answers when they need them.
- Web chat for browsing support: Make Customer Agent visible during the shopping journey so it can guide product discovery, handle FAQs, and recommend items in real time.
- SMS for two-way conversations: Use Customer Agent to provide instant updates on orders and returns, and re-engage customers by turning welcome, cart abandonment, and launch flows into interactive conversations.
- Email for ongoing resolution: Put Customer Agent to work in asynchronous follow-ups and support threads, allowing conversations to continue in a way customers value and appreciate.
By enabling Customer Agent wherever customers interact with your brand, you create a 24/7 sales assistant that answers questions, shares product details, and provides support seamlessly across every channel.
Plan smooth handoff experiences
Even the best-trained AI will encounter questions it cannot resolve. Planning for these moments ensures customers still feel supported and your team has the context they need to step in seamlessly.
- Define clear handoff paths to human support: Decide where unresolved questions should go, whether to a Klaviyo Helpdesk, Zendesk, or Gorgias as the destination for unresolved questions, so customers get timely human support.
- Train support teams on context: Make sure your support team knows how to view the full conversation transcript and check the customer’s profile history so they have the complete shopping context before responding.
- Review trends in the Overview page: Use escalated conversations to identify common blockers or knowledge gaps that can be addressed in the future.
Monitor performance and improve continuously
Customer Agent gets smarter the more you measure and refine it. Tracking performance helps you understand what is working, where gaps exist, and how to improve both customer experience and business outcomes.
- Track key metrics in the dashboard: Monitor resolution rates and AI-attributed revenue to see how well Customer Agent is handling interactions and driving sales.
- Aim for best-in-class resolution: Strive for a 70% or higher resolution rate to maximize impact and reduce strain on your support team.
- Learn from unresolved questions: Use unanswered queries to spot knowledge gaps and add new content that improves future responses.
- Review performance regularly: Check metrics on a weekly or monthly cadence so you can stay proactive and make adjustments as needed.
Continuous monitoring ensures your Customer Agent keeps improving over time, delivering better answers for customers and stronger results for your business.
Wrap-up and next steps
You’ve now explored the key best practices for mastering Customer Agent, from building a strong knowledge base to monitoring performance over time. The next step is to put your learning to the test with a short quiz designed to measure what you’ve learned and help reinforce the strategies that will set your Customer Agent up for success. Let’s go!