Omnichannel customer experience
Create seamless, personalised journeys across marketing and service—on every channel
What is an omnichannel customer experience?
An omnichannel customer experience is the practice of delivering consistent, personalized interactions across every touchpoint—email, SMS, WhatsApp, web, mobile, and in-store—throughout the entire customer journey.
It’s not just about marketing. It’s about creating one connected experience—from the moment someone discovers your brand to their first purchase, their support conversations, and every follow-up after that. Klaviyo makes this possible by combining real-time data and intelligent automation into one platform.
Why does an omnichannel customer experience matter?
Boost satisfaction, increase conversions, and build long-term loyalty by connecting every moment that matters. With Klaviyo’s unified B2C CRM platform, brands can:
– Personalise every interaction using real-time data from marketing and commerce channels.
– Engage across the full journey—from first touch to repeat purchase, all in one place.
– Break down silos between teams and tools to deliver a seamless brand experience.
– Improve service moments by using the same data and logic that power campaigns.
– Drive more revenue through intelligent, context-aware journeys that feel natural to the customer.
Why choose Klaviyo for omnichannel customer experience?
Klaviyo is designed for B2C marketers. It unifies marketing and data—with AI at the centre—and empowers brands to move beyond disconnected campaigns and fragmented support by:
– Delivering one customer view: Combining behavioural data, purchase history, service interactions, and more.
– Orchestrating journeys in real time: AI automatically adjusts message timing, frequency, and channel.
– Bridging online and offline: Trigger personalised messages from in-store actions, loyalty check-ins, or support tickets.
– Enabling interactive, branded experiences: Deliver richer experiences through native WhatsApp and RCS support.
With Klaviyo, every customer touchpoint is an opportunity to reinforce your brand and build trust.
Key features of Klaviyo’s omnichannel customer experience
|
Feature |
Description |
Available on Klaviyo |
|---|---|---|
|
Unified customer profile |
| |
|
Omnichannel campaign builder |
Design experiences across email, SMS, push, WhatsApp, and more. | |
|
Channel affinity |
AI-powered channel affinity personalises the experience across the journey, choosing the best channels and sequence for every interaction based on real-time behaviour. That means smarter campaigns and fewer irrelevant messages. | |
|
Advanced attribution |
See which moments matter most—track satisfaction and conversion across every step, from first click to support interaction, with Klaviyo’s multi-touch attribution. | |
How to get started with Klaviyo’s omnichannel customer experience
1. Unify your customer data. Connect your ecommerce, service, and marketing tools to Klaviyo.
2. Design cross-channel journeys. Use Klaviyo’s campaign builder to plan every touchpoint.
3. Add intelligence. Let Klaviyo AI personalise content, timing, and delivery channel in real time.
4. Track and improve. Use Klaviyo attribution and engagement data to continually optimise your experience.
Customers expect brands to remember them—no matter what channel they’re on or what team they’re talking to. Klaviyo delivers on that expectation.
Whether it’s helping a customer navigate a return, follow up on a sale, or discover a new product, Klaviyo connects every interaction. Brands like Glossier are using Klaviyo to deliver consistent, personalised marketing that feels like one conversation—not a disconnected series of messages.