Ministry of Supply drives 12K+ self-serve support interactions with Klaviyo Service
84%
of product recommendation chat queries resolved by K:AI Customer Agent in 60 days
75%
of “where is my order” chat queries resolved by K:AI Customer Agent in 60 days
12K+
self-serve support interactions with Customer Hub in the last year
Ministry of Supply makes “scientifically better” clothing for travel and the office, so comfortable that it feels like loungewear. The apparel brand’s founders met at MIT, and their engineer-led team uses cutting-edge technology to make their garments—like 3D printers and NASA’s temperature-regulating Phase Change Materials.
Ministry of Supply needs marketing technology as modern as their clothes—and they’ve long relied on Klaviyo.
Learn why Ministry of Supply sees Klaviyo Customer Hub and K:AI Customer Agent as “the future of shopping”
Challenge
For years, Ministry of Supply used Shopify for customer account management, and handled customer support via email and a phone line.
It worked, but it wasn’t a perfect solution.
“Our account pages were very utilitarian,” explains Ministry of Supply CEO Aman Advani. “They were not bespoke to our brand in any way.”
The account pages also displayed as full web pages. To view their accounts, customers had to leave Ministry of Supply’s online store.
Our account pages were very utilitarian. They were not bespoke to our brand in any way.
Meanwhile, the brand’s lack of 24/7, real-time chat support meant customers often had to wait for answers.
The team saw an opportunity to improve their customer experience with on-brand, dynamic account pages that complemented the shopping experience and live chat support.
“If we can solve your problem in the middle of your shopping experience, you’re far more likely to convert,” Advani says.
That meant they needed new tools.
Solution
When the team heard about Klaviyo Customer Hub and K:AI Customer Agent, they were hooked.
Customer Hub upgraded their customer account management, displaying dynamic account information in a sidebar on top of their Shopify store. Now, customers can check Customer Hub while they shop and see recently viewed items, order history with product page links for repurchasing, and more.
The sidebar matches Ministry of Supply’s store branding, too, thanks to customizable visuals—and it took less than 5 minutes to set up.
“I had no idea that Klaviyo could touch the front end of our Shopify site, and with just 3 clicks,” Advani recalls. “I was blown away.”
I had no idea that Klaviyo could touch the front end of our Shopify site, and with just 3 clicks. I was blown away..
Customer Agent, a 24/7 AI shopping assistant, is an easy fix for quick-turnaround customer questions. While competitor chatbots require constant manual upskilling, Customer Agent requires minimal set-up, automatically training on a brand’s storefront.
“Customer Agent was ready to go out of the box,” Advani recalls. “That was a huge win.”
Customer Hub and Customer Agent have already helped Ministry of Supply deflect support tickets. Email tickets per customer have been trending down, Advani reports, and in the last year, Ministry of Supply account holders have completed over 12,000 self-serve support interactions in Customer Hub.
“We’re not trying to downsize our customer support team. We’re trying to upgrade their quality,” Advani says. “Now that we’re using Customer Agent, the questions that merit a long, thoughtful response from our customer support team get one.”
Strategy
Going forward, Ministry of Supply plans to use Customer Hub and Customer Agent to create the seamless, personalized ecommerce experience modern consumers want.
“The most common things we see customers want in a bespoke shopping experience are details on what they got last time, and what we think they should get this time,” Advani says. “With Customer Agent and Customer Hub, they have easy access to both of those things.”
In a recent 60-day period, Customer Agent resolved 81% of product recommendation chat queries autonomously. It also gives customers a choice between immediacy and a personal touch, with a “talk to a human” option throughout.
Customer Hub also surfaces product recommendations that boost cross-selling, which helps Ministry of Supply lift a north star metric: revenue per session.
We see Customer Hub and Customer Agent becoming what we think of as the future of shopping—a very curated one-to-one experience, unlike traditional ecomm, which is one to many. It’s not just our customer service tool—it’s one-to-one access to Ministry of Supply. That’s really powerful.
The team is adding new, personalized information to Customer Hub, like return initiation options and, soon, dynamic FAQs. They’re also planning to train their Customer Agent to speak in a more branded voice.
Advani sees their growing Klaviyo Service product suite boosting customer confidence in the brand. Klaviyo tools ensure Ministry of Supply has accurate, accessible purchase and preference data, and that the brand can respond promptly to questions.
“We see Customer Hub and Customer Agent becoming what we think of as the future of shopping—a very curated one-to-one experience, unlike traditional ecomm, which is one to many,” Advani says. “It’s not just our customer service tool—it’s one-to-one access to Ministry of Supply. That’s really powerful.”