Harney & Sons increases AOV and accelerates ticket resolution with Klaviyo Service
$120K+
in revenue from Customer Hub in first quarter using it
77%
of product recommendation queries resolved by Customer Agent in 60 days
25%
PoP reduction in average service ticket resolution time in 30 days with Helpdesk
Harney & Sons is a family business that sells 300+ tea varieties from around the world, ranging from classics like Earl Grey to matcha and signature flavors. Founded by John Harney in 1983, the brand has grown into a thriving international DTC and B2B business, operated by a second and third generation of Harneys. Today, Harney & Sons has an ecommerce business, distributors in 50+ countries, and two East Coast tea shops.
Learn how Harney & Sons improved their customer experience with Klaviyo Service
Challenge
Harney & Sons’ fragmented service and retention tech stack was causing challenges for their customers and their in-house team.
They used Shopify customer accounts, and account pages didn’t integrate easily or dynamically with the rest of their app ecosystem.
Adding account page tabs for subscription details and wishlists required custom developer work, and loyalty rewards weren’t integrated. Customers had to visit a separate site for that.
“The customer experience was not great,” says Emeric Harney, director of marketing at Harney & Sons.
The brand’s customer service team, too, was constantly toggling between “an overwhelming amount of tabs and windows,” Harney says. That included a service platform for support tickets, Klaviyo for customer data, Shopify for order history, and a rewards platform.
For a better customer experience and more efficient operations, they needed a more integrated tech stack.
Solution
Harney & Sons replaced their Shopify account pages with the Klaviyo Service suite: Customer Hub, K:AI Customer Agent, and Helpdesk.
Customer Hub, a personalized on-site account experience that displays as a sidebar on top of the Harney & Sons storefront, addressed many of the brand’s prior account page issues.
“Setting up Customer Hub was painless,” Harney recalls. “Klaviyo already has such a powerful segmentation tool, and now we can customize the Customer Hub experience based on segments. It’s definitely more dynamic than our prior solution.”
Setting up Customer Hub was painless. Klaviyo already has such a powerful segmentation tool, and now we can customize the Customer Hub experience based on segments. It’s definitely more dynamic than our prior solution.
The marketing team can easily create dynamic blocks in Customer Hub without developer support, showcasing personalized loyalty point balances and subscription details from Klaviyo’s pre-built Recharge integration.
Customer Hub’s native favorite functionality also meant Harney & Sons could drop their wishlist tool and streamline their tech stack.
Meanwhile, Klaviyo’s Customer Agent and Helpdesk have helped Harney & Sons deliver more efficient support. The AI-powered Customer Agent sits in Customer Hub and works 24/7 to answer support and recommendation queries autonomously. If a human is needed, the AI agent passes the conversation to the Klaviyo Helpdesk inbox with full context, so the service team can take over smoothly.
Because Helpdesk sits in Klaviyo, which the service team already uses to look at customer profiles and activity, they can now resolve tickets with less toggling between tabs. Harney & Sons saw a 25% PoP reduction in average service ticket resolution time in 30 days with Helpdesk.
“It’s significantly more powerful to look at service chats in Klaviyo alongside a customer’s profile, their activity, and everything that they’re doing on the website,” Harney says.
Listen to Harney on the power of consolidating service and marketing in Klaviyo:
Strategy
Now that Harney & Sons is using Klaviyo Service, they have access to net-new performance data: revenue attributed to their customer account experience overall, and to particular activities, like favoriting a product. This helps the team understand the most valuable account page actions and better optimize the customer experience.
In their first quarter using Customer Hub, Harney & Sons saw 12% higher AOV from Customer Hub users than from shoppers overall.
Going forward, Harney wants to test email automations or “micro-flows” triggered by Customer Hub events—for instance, an abandonment flow for customers who clicked a coupon but didn’t make a purchase.
Ultimately, Harney & Sons plans to consolidate as much of their marketing and service tech in Klaviyo as possible.
“Klaviyo has always prioritized customer activity, tracking when customers are showing high engagement or potential frustration, or submitting tickets,” Harney says. “It makes perfect sense that they’d be able to take that data and help marketers and service teams make smarter choices on how to help their customers.”
Klaviyo has always prioritized customer activity, tracking when customers are showing high engagement or potential frustration, or submitting tickets. It makes perfect sense that they’d be able to take that data and help marketers and service teams make smarter choices on how to help their customers.