How Omnidesk achieved 63x ROI on WhatsApp with Klaviyo
63x
ROI on WhatsApp in the first five months after returning to Klaviyo
70%
revenue from flows YTD
3
channels orchestrated with Klaviyo
Omnidesk is a Singapore-founded workspace brand built around the belief that the products you work with every day should be as premium as the work you do. Known for their height-adjustable standing desks and ergonomic workspace accessories, they sell direct to consumers across Singapore and Southeast Asia — through their online store, a physical showroom, and a growing regional presence. From the beginning, the brand has treated the customer journey with the same attention they give the product itself. They use Klaviyo alongside Shopify agency and CRM partner Jumpstart Commerce to power that journey.
Learn how Omnidesk and Jumpstart Commerce use omnichannel automations to own the customer lifecycle
Challenge
Before coming to Klaviyo, Omnidesk's customer experiences came from a scattered patchwork of tools, connected manually or not at all. Order confirmations went out through Shopify. Marketing emails sent through Klaviyo.They manually exported and reuploaded customer lists to build Meta audiences.
There was no single view of a customer, no way to trigger the right message at the right moment, and no clean path from first touch to repeat purchase.
"Everything was manual intervention," says Ben Huang, co-founder of Omnidesk. "That was the main pain point. We needed a customer lifecycle that was totally differentiated — in the way we structured emails, the way flows came in, abandoned cart messages — and we just couldn't build that without the right platform."
For a while, Ben explored other options. He moved Omnidesk off Klaviyo to trial a competitor, hoping a different platform might unlock something new. What he found instead was friction: basic customisations like responsive pop-ups required development work that should have been straightforward. Flexibility was limited.
"We realised we didn't just need a platform that could send messages," says Huang. "We needed one that actually grows with you and can execute your vision for the customer lifecycle."
Solution
The decision to come back to Klaviyo came down to one thing: WhatsApp. When Klaviyo made WhatsApp available in Singapore, Omnidesk and Jumpstart Commerce saw the opportunity to build something they hadn't been able to on any other platform — a single customer profile connected across email, WhatsApp, and Meta, with triggers that communicated across all three channels in real time.
"Moving to Klaviyo meant one profile, three channels, all talking to each other in real time," says Xavier Lee, CEO & Co-Founder at Jumpstart Commerce. "Everything synced. So you can just focus purely on strategy and on the customer."
Jumpstart connected Omnidesk's Shopify store to Klaviyo, then built an omnichannel lifecycle from the ground up, layering Meta, email and WhatsApp into one cohesive customer journey.
The results came quickly. In the first five months back on Klaviyo, Omnidesk saw 63x ROI on WhatsApp, with 70% of Klaviyo-attributed revenue coming from automated flows. Since returning to the platform, using Klaviyo data to build Meta audiences has improved paid performance across the business—proof that when the channels work together, the impact compounds.
Strategy
Omnidesk and Jumpstart structured their Klaviyo program to leverage different channels to reach each phase of the buying journey. Three tactics bring that strategy to life:
- Matching channel to intent, automatically. Jumpstart built Omnidesk's flows to route customers to the right channel based on their behaviour. A customer browsing a product is low intent — that signal goes to Meta as a custom or lookalike audience, keeping Omnidesk visible on the channels they're already scrolling. A customer showing high intent triggers WhatsApp first — the highest-converting channel in their stack — with email as the follow-up if they don't respond. "We made sure WhatsApp was used intentionally," says Xavier at Jumpstart. "WhatsApp is where people live. If you do it right, it's one of the most powerful channels available. If you do it wrong, it's intrusive."
- Orchestrating abandoned cart automations across channels. The abandoned cart flow is Omnidesk's highest-performing flow, and it works because it runs across multiple channels in sequence. If a customer adds to cart and doesn't purchase, Klaviyo sends a WhatsApp message within two hours. If they don't engage, the flow falls back to email. That sequencing recovers revenue a single-channel approach would miss.
- Bridging the showroom and the online store. Omnidesk and Jumpstart built flows to continue relationships with customers who encounter Omnidesk for the first time at their physical showroom. They treat a customer who browsed in person differently from one who browsed online; if a high-intent showroom visitor doesn't engage with WhatsApp outreach, the flow escalates to Meta. Every customer has a path forward, whatever channel they came from."We've always invested in the showroom experience, but for a long time, those customers would walk out and we'd lose the thread. Klaviyo is what carries that relationship forward, and in the right channel,” says Huang.
Omnidesk operates with a lean team, and that's shaped how they think about Klaviyo from the start — they view it as a user-agnostic automation engine, rather than a specialized platform for CRM experts.
"Klaviyo gives flexibility in terms of how many people who don't know the platform are still able to configure and use the entire system without assistance," says Huang. "If the person who's supposed to run it isn't around, anyone can just take over. That's really important for a company like ours."