Your marketing knows the customer. So should your support.
We connect Klaviyo to your help desk, or set up Klaviyo Service if you'd rather run support inside Klaviyo, and build the flows that answer questions before they become tickets.
One customer, two teams
Last email: Spring launch · opened 2x · VIP segment
Figures as reported by Klaviyo.
What We Do
What we do with Klaviyo
Klaviyo holds the richest picture of your customer: what they bought, what they opened, what they ignored. Most support teams never see it, and most marketing teams never hear what happened in support. We fix both directions.
Klaviyo and Your Help Desk
Most of our Klaviyo work starts here. Gorgias is where we usually connect it: agents see what a customer was sent and how they engage before replying, and support activity flows back into Klaviyo so a customer with an open complaint doesn't get tomorrow's promo. For Zendesk, Front, Freshdesk, and Intercom we build the connection through Zapier (we're a Platinum Partner) and the Klaviyo API.
Klaviyo Service Setup
For brands that want support inside Klaviyo, we set up Klaviyo Helpdesk and Customer Agent: channels, macros, routing, the policies the AI answers from, and the handoff rules for what reaches a person.
Flows That Prevent Tickets
Shipping and delivery updates, post-purchase how-to emails, back-in-stock alerts, and order-issue notices. Every one answers a question before it becomes a ticket. We build them around your actual ticket mix, not a template library.
SMS as a Support Channel
Customers reply to marketing texts with support questions. We decide where those replies go, who answers them, and how fast, and we keep consent, quiet hours, and opt-out handling clean so support doesn't create a compliance problem.
Audit and Optimization
Already on Klaviyo? We review flows, segments, SMS settings, and the help desk connection against your support queue, then hand you a prioritized list of what to fix. Usually that's missing post-purchase flows and marketing that ignores open tickets.
Reporting Across Marketing and Support
Which campaigns spike tickets, which flows cut them, and how support experience shows up in repeat purchase. We tag the help desk and set up Klaviyo segments so both teams look at the same customer.
Training and Ongoing Support
Training for agents on reading a Klaviyo profile and for marketers on the support signals they now have. Many clients keep us on retainer for flow tuning, new Klaviyo feature rollouts, holiday-season prep, and quarterly reviews of ticket volume against campaigns.
Two Ways to Run Support
Connect your help desk, or keep everything in Klaviyo?
Klaviyo now has its own help desk. That doesn't make it the right choice for every brand, and it doesn't make your current help desk wrong. Here's how we think about it.
Path one
Klaviyo connected to your help desk
Keep Gorgias, Zendesk, or the help desk you already run, and make it talk to Klaviyo in both directions.
Fits best when:
- You already have a help desk your team knows
- Phone, voice, or a complex queue with many agents
- Deep order actions in the help desk (refunds, edits, returns)
- Integrations Klaviyo Service doesn't cover yet
Path two
Everything inside Klaviyo
Run support in Klaviyo Service so marketing and support share one profile, one inbox, and one set of data.
Fits best when:
- Smaller team, mostly email, chat, SMS, and social
- You want AI handling routine questions with a person behind it
- Support signals should drive flows and segments directly
- One less tool to pay for and train on
Not sure? That's what discovery is for. We look at your channels, volume, and team, and recommend one. We set up either.
Prefer to Keep Everything in Klaviyo?
We set up and run Klaviyo Service
Klaviyo Service puts support on the same customer data as your marketing. A ticket can trigger a flow, update a segment, or pause a campaign. It still needs the support side designed: channels, macros, routing, and the policies the AI answers from.
Helpdesk
A unified inbox for email, chat, SMS, WhatsApp, and Instagram DMs, with AI-drafted replies, macros, and AI tagging and routing. Tickets show the customer's profile, orders, and past conversations. We set up the channels, write the macros, and design the routing.
Customer Agent
Klaviyo's AI agent for support and sales across email, SMS, chat, and WhatsApp, trained on your policies and tone, with handoff to Helpdesk or your current help desk with the conversation attached. Klaviyo reports it resolves 65% of questions on its own. We write the policies it answers from and decide what it should never answer.
The Cheapest Ticket
is the one that never gets written
Look at any ecommerce queue and the same questions repeat: where is my order, how do I use this, when is it back. Klaviyo already has the data and the channels to answer them first.
We build those flows from your real ticket reasons, and we route the replies they get, especially SMS replies, to someone who will answer them. Negative reviews from Klaviyo Reviews go to support too, so an unhappy customer hears from a person.
Running subscriptions or returns? We connect Recharge and Loop Returns events into the same flows.
Who this is for
Shopify Brands With a Busy Inbox
Klaviyo runs your marketing and Gorgias runs your support, but the two don't know about each other. Customers get a discount email the day after a bad experience.
What that looks like:
Klaviyo and Gorgias connected both ways. Agents see what each customer was sent. Open tickets pause marketing. Post-purchase and shipping flows built from your top ticket reasons.
Lean Teams Consolidating Tools
A small team answering email, chat, and SMS, paying for a help desk they barely configure. Klaviyo Service may cover what you need with one fewer login.
What that looks like:
Honest fit check first. If it fits, Klaviyo Helpdesk and Customer Agent set up with your policies, macros, and routing, and a migration plan for open conversations.
Growing Brands Running SMS at Scale
SMS is a revenue channel and, whether you planned it or not, a support channel. Replies pile up with no owner and no SLA.
What that looks like:
SMS replies routed to the right inbox with an owner and a response target. Consent and opt-out hygiene. Reporting that separates sales replies from support replies.
The Full Picture
What we configure
Help Desk Connection
- Gorgias connected to Klaviyo so agents see marketing activity
- Zendesk, Front, Freshdesk, and Intercom through Zapier and the Klaviyo API
- Support events and CSAT feeding Klaviyo segments and flows
- Suppression of marketing for customers with open tickets
- Profile properties for VIPs, at-risk customers, and recent complaints
Klaviyo Service
- Helpdesk channels: email, chat, SMS, WhatsApp, Instagram DMs
- Macros, tagging, and routing rules
- Customer Agent policies, tone, and handoff rules
- Ticket outcomes that trigger flows or update segments
- Migration plan from your current help desk
Flows and Channels
- Shipping, delivery, and delay notifications
- Post-purchase education and onboarding
- Back-in-stock and order-issue flows
- SMS reply routing, consent, quiet hours, and opt-outs
- Klaviyo Reviews: negative reviews routed to support
Reporting
- Tickets per campaign and per flow
- Ticket reasons that flows should be answering
- Support experience against repeat purchase
- Quarterly review with marketing and support together
Our Process
How we work
Discovery
We look at your Klaviyo account, your help desk, and your top ticket reasons. We map where marketing creates tickets and where it could prevent them, and we tell you which of the two paths fits.
Plan
The integration or Klaviyo Service scope, the flows to build or fix, SMS routing, the segments and properties both teams need, and a timeline that stays clear of your big sends.
Build
We configure Klaviyo and your help desk, build the Zapier and API connections where needed, write the flows, macros, and AI policies, and test with real customer scenarios.
Train and Launch
Agents learn to read a Klaviyo profile, marketers learn the support signals, and we monitor the first weeks so problems show up in hours, not at the next campaign.
Ongoing Support
Flow tuning, new Klaviyo features, holiday prep, integration maintenance, and quarterly reviews of tickets against campaigns.
The stack we connect Klaviyo to
Klaviyo usually sits next to Shopify and a help desk. Here's what else we tie in.
Help Desk
Ecommerce
Voice and SMS
Automation
Shipping
CRM
Klaviyo lists 350+ prebuilt integrations, plus anything Zapier can reach.
Frequently asked questions
Ready to put marketing and support on the same page?
Whether you want Klaviyo talking to Gorgias, you're weighing Klaviyo Service, or your flows are creating more tickets than they prevent, let's talk about it.