Table of Contents
- Closing the gap between online and in-store service
- Why does this matter for merchants?
- Klaviyo Customer Hub: the best of My Account & Targeted Popups
- K:AI Customer Agent: AI that knows your customers as well as you do
- Klaviyo Helpdesk: One view, multiple channels
- Fast to launch, with measurable results
- Simple pricing, flexible for any store
- TL;DR
- The bigger picture
Closing the gap between online and in-store service
Every retailer knows the pain of online customer service gone wrong: an inbox overflowing with tickets, customers chasing order updates, and your team scrambling to keep up. And we all know that the shopper frustrations caused by poor service lead to lost sales and reduced loyalty towards the brand.
That’s what Klaviyo has set out to change with K:Service, their latest innovation designed to bring customer support via self service, an AI-assisted agent, or dedicated human response & management to Shopify retailers. Imagine adding a personalised service layer to your website that recognises the customer, knows their order history, can recommend products, will help with order updates or returns, and even surfaces loyalty points and unique offers… A world of difference compared to a contact form to request a return, or seeing a generic live chat greeting.
In the latest episode of the CTD Roundtable, we spoke with Ben Panther and Caster Calma from Klaviyo, who joined Glenn & Marty from Connect the Dots to unpack what this new offering really means for Shopify merchants. We were lucky enough to get an insider’s view on the thinking behind the Customer Hub, Customer (AI) Agent, and Helpdesk, and how they’re helping retailers deliver faster, smarter, and more personalised experiences without adding complexity.
From what we saw, K:Service is a key component in closing the gap between online and in-store customer service. In the short term it’s set to support customer acquisition, conversion rates, and loyalty, while long term we’re expecting that shoppers will come to see this level of improved service as the new benchmark, and sites that don’t offer it risk losing out.
Does K:Service sound like something you want to understand more and make the call on for your business? Keep reading for the full overview, or click here to talk to our team.
Why does this matter for merchants?
Customer service has long been treated as a separate system or set of channels that are disconnected from marketing. That fragmentation costs time and makes personalised responses difficult when information is siloed or the history or multichannel actions is missing. These two functions should inform one another if you’re wanting to generate more efficient outcomes in both areas of your business, and that’s what K:Service will help you unlock.
As Ben Panther, Klaviyo’s Partner Account Manager, explained during our recent conversation:
“K:Service is the final piece of the customer lifecycle puzzle. It connects acquisition, retention, and support into a single ecosystem, so every interaction feels personal, relevant, and fast.”
K:Service delivers that integration through three core components:
- Kalviyo Customer Hub: A self-service portal that replaces Shopify’s static account page with a dynamic, branded customer experience.
- K:AI Customer Agent: An intelligent assistant that manages enquiries, understands context, and can generate sales directly from chat.
- Klaviyo Helpdesk: A unified workspace that brings email, chat, SMS, and social messages into one dashboard.
The result is an end-to-end experience that works for customers and the teams who serve them.
Klaviyo Customer Hub: the best of My Account & Targeted Popups
Think of the Customer Hub as a living, breathing version of your My Account page that also acts as a single place where customers can see and manage everything: first order discounts, past orders, tracking details, returns, loyalty rewards, and even personalised win-back offers. It’s all powered by Klaviyo data, so every view is tailored to that specific customer.
“It’s the digital version of walking into your favourite store and being recognised by name. There’s no friction, no hunting for details. Just service that feels personal.” – Marty Jenkins-Lyttle, Connect the Dots
For merchants, the benefit is immediate. Self-service reduces the number of support tickets while deepening loyalty through smoother, more transparent experiences.
K:AI Customer Agent: AI that knows your customers as well as you do
The Customer Agent brings real-time intelligence to customer service. It’s trained on your products, your tone of voice, and your customer data. Instead of giving generic chatbot replies, it can handle practical questions like:
- “Where’s my order?”
- “Can I return this item?”
- “Do you have this in another size?”
And it can take action to process returns, recommend alternatives, or even close a sale directly from chat.
Caster Calma, our Partner Account Manager from Klaviyo highlighted how the agent bridges automation and empathy:
“It’s not about replacing people, it’s about freeing them. The AI Agent handles routine questions, so your team can focus on complex issues that build relationships.”
What makes it so powerful is the context. The AI Agent recognises customers, can work from their history with your business, and then serves them accordingly. There’s no need to repeat order numbers or start again for every request. If it ever falls short of an answer it’ll divert back to a human for help, then you can train it on what to do in future.
Klaviyo Helpdesk: One view, multiple channels
The Helpdesk is where everything connects. It pulls conversations from a range of channels into one clean interface. When a customer reaches out, your team instantly sees their purchase history, loyalty tier, previous messages, and service interactions all in one place.
That visibility allows teams to respond faster and with more context. No switching tabs, no digging through process docs or logging into additional channels, and no fragmented service experience for the customers.
Early adopters report shorter response times, lower costs, and happier teams. As Ben put it,
“It’s the first time support staff can see the full picture: who the customer is, what they’ve bought, and how they’ve interacted with the brand. All on one screen.”
Fast to launch, with measurable results
For Shopify merchants, K:Service is remarkably easy to activate. Most can set up and launch within a single day and explore all features through a free trial.
Once live, the benefits compound quickly. Because K:Service syncs with your existing Klaviyo data, you can:
- Trigger “thank you” or follow-up emails after a ticket is resolved.
- Re-engage customers after refunds or returns.
- Identify and reward your most loyal service-engaged customers.
- Customise the website experience for any customer using segmentable data and Klaviyo settings to control what shows to the individual.
As Caster noted, every service interaction becomes a revenue opportunity. Instead of viewing support as a cost centre, K:Service turns it into a revenue and retention engine.
Simple pricing, flexible for any store
It sounds great, but what does it cost? K:Service is designed to grow with your business. Pricing is based on usage, so small teams can start affordably while larger retailers scale with confidence.
- Klaviyo Customer Hub pricing is tied to your active Klaviyo profiles, generally around 10% of your Klaviyo email plan cost for early adopters.
- K:AI Customer Agent uses a per-conversation model, billing based on meaningful interactions.
- Klaviyo Helpdesk follows a ticket-based approach based on how many customers you serve.
For early adopters, Klaviyo is offering promotional pricing until the end of the 2025 calendar year, a good chance to investigate and capitalise ahead of the peak retail season.
TL;DR
- K:Service expands Klaviyo from a marketing & analytics tool into the customer service space.
- Customer Hub turns the My Account page into an interactive experience based on customer history and your own set of designed and targeted widgets.
- The Customer Agent provides 24/7 intelligent AI support that can save time and drive sales.
- Helpdesk unifies customer service including messages across channels and order + service history in one place.
- K:Service components are quick to install, easy to scale, and fully integrates with Shopify and a range of other apps.
The bigger picture…
Customer expectations have changed. Fast shipping and smooth checkouts are now standard. The next frontier is intelligent, proactive service. The kind that anticipates needs before customers have to ask.
K:Service bridges that gap. It’s not another app or layer on site. It’s the evolution of how ecommerce brands serve customer needs and build loyalty. The merchants who embrace it now will set the tone for what great online retail feels like in 2026 and beyond.
Ready to see it in action? Already a Klaviyo user? Explore Klaviyo’s Customer Service Solutions and start your free trial from inside your account today.
New to Klaviyo? Learn more about Klaviyo’s Customer Service Solutions here.
Want to talk more about how you can utilise the new K:Service offerings in your business? Get in touch with your Connect the Dots consultant or with our team to understand what Customer Hub, Customer Agent, and Helpdesk can do for your business.
Ready to elevate your business?
Join the ranks of ambitious leaders unlocking new heights in business growth.
