Your customer service team talks to customers all day, every day. They know what’s broken, what’s confusing, and what’s driving people to buy. But too often, that insight never makes it to marketing.
The disconnect is real. Klaviyo’s 2026 customer service research found that 81% of service leaders say their support and marketing teams work closely together. But only 34% strongly agree that their customer service teams have access to the high-quality data they need to deliver personalised experiences.
When that divide exists, customer feedback never reaches marketing and vice versa. The customer experience suffers throughout the entire journey, and team efficiency lags.
Before diving into specific strategies, it’s important to understand what makes it all possible. A CRM with a built-in customer data platform consolidates data from multiple sources into a single source of truth.
That means you can see everything you know about each customer—what they’ve bought, what they’ve browsed, their preferences, etc.—in one real-time, unified customer profile that’s visible across teams.
The result is that customer service teams gain marketing context (such as data on campaign engagement, abandoned baskets, and recent purchases), while marketers gain customer service insights (such as common complaints, product requests, and satisfaction drivers).
1. Guide customer service interactions with marketing insights
A recent report from Deloitte found that two out of three consumers prefer brands that understand and anticipate their needs, but only 36% of brands say they can fully provide these types of experiences across channels.
When your marketing and customer service functions run from the same system, your customer service team can access up-to-date marketing information, such as recent purchases, preferred communication channels, or loyalty activities. This enables them to be proactive and personal in supporting their customers, using data from multiple channels.
Here’s what it might look like in practice:
- Use real-time shopper behaviour to solve customer problems.Offer tailored recommendations and help customers find the right products for them, based on their browsing activity and past purchases. Answer questions in real time with historical context to give shoppers the confidence to buy.
- Personalise support interactions based on customer preferences. If a customer has returned an item in the past because of a sizing issue, for example, or left a negative review, share more detailed sizing information and relevant customer reviews when they ask about fit next time. Or give personalised recommendations for how they can use their redeemable loyalty points, based on items they’ve liked in the past.
- Follow up after support interactions on the channels customers prefer.Strategically follow up after support conversations on customers’ preferred channels based on marketing engagement, so you’re more likely to reach them and reduce the likelihood of overwhelming them on channels they don’t use.
Why this matters: Personalising every customer service interaction based on a customer’s entire relationship with your brand strengthens that relationship. Your support interactions are based on what customers actually say and do, not on what your agents are forced to assume in the moment.
2. Trigger marketing flows based on customer service interactions
If a customer has just had a bad experience with your product, they don’t want a message about your latest flash sale. They want to know you’re fixing the problem.
Similarly, when service goes well, marketing should be able to act on it. For example, a glowing CSAT score is the perfect time to ask for a referral or invite someone to a loyalty programme.
Our customer service research shows that customer service teams aren’t prioritising real-time interaction data: only 12% consider things like chat transcripts or call logs important for driving KPIs. If service isn’t using it to inform their decisions, marketing probably isn’t either.
That’s another advantage of a CRM that coordinates both marketing and customer service: just as customer service interactions are informed by marketing, marketing communications can be informed by, and even triggered by, customer service. For example:
- If a customer asks an agent a question about a specific product, follow up with an educational content series.
- If an agent needs more time to resolve a tricky issue, send a “Thanks for your patience” message with a small reward or discount.
- Send win-back campaigns to customers who are likely to churn soon, using past service conversations and purchase history to highlight relevant reasons to come back.
Why this matters:When marketing teams have the full picture, you can stop sending messages at the wrong time and uncover opportunities you might not otherwise have known existed. And your competitors may already be on top of this: our customer service research shows that 47% of companies have already set up flows that respond to customer actions.
3. Use AI agents to turn customer service interactions into sales
Customer service conversations are full of buying signals: someone mentions they wish a product came in another colour or size, or raves about what they bought. These are perfect moments to help the customer and boost revenue.
An AI customer agent can react and respond in real time. It can guide customers to the right products, suggest alternatives, and answer questions instantly. And if something is too complex, the AI agent can hand the conversation over to a human agent with full context, so customers never have to repeat themselves.
Here are some buying signals AI agents can assist with:
- A shopper asks about sizing, availability, or shipping. An AI customer agent answers instantly based on your product catalogue, removing roadblocks and hesitations that might prevent purchases.
- Someone is browsing but needs help choosing the right product. An AI customer agent provides tailored product recommendations based on their behaviour and preferences.
- A customer abandons their basket. An AI customer agent pops up to answer lingering questions that might be blocking the purchase, helping to recover revenue.
Why this matters: Customers get exactly what they need, when they need it. Meanwhile, your customer service team transforms from a cost centre into a revenue driver, helping boost average order value and repeat purchases without compromising the customer experience.
When clothing brand Ministry of Supply added an AI customer agent to their website to guide customers, offer recommendations, and answer questions, their AI agent resolved 84% of product recommendation chat queries in a 60-day period.
4. Let customer service teams update marketing preferences in real time
When a customer contacts your support team saying “Stop sending me so many texts” or “I only want to hear about new product drops”, your customer service agents should be able to make the change directly in the customer’s profile so marketing can see it in real time.
Here are just a few customer preferences relevant to marketing that your customer service team should be able to update:
- How often they hear from you
- The best time to reach them
- Where they hear from you (via email, text message, or mobile app)
- Products or types of products they care about
- Preferred language
- Enrolment in loyalty programmes or VIP lists
Why this matters: When your customer service team handles preference updates directly within the conversation, future messages remain relevant, engagement can improve, and customers leave feeling listened to. Service stops feeling like a dead-end transaction and starts feeling like a conversation where the customer is in control.
5. Prepare for customer service demand using marketing data
Our customer service research found that the biggest challenge for service teams is handling high volumes of customer enquiries during peak times.
Marketing teams plan campaigns weeks or months in advance. If your service team doesn’t know what’s coming, they might be caught off guard.
With an all-in-one CRM, both your marketing and customer service teams have easy access to your marketing campaign plans and performance data. That makes it much easier for your service team to plan for upcoming demand and prepare accordingly .
Here are a few ways marketing data can inform service planning:
- Share marketing performance data from previous years.Use marketing analytics to give service teams advance notice when you plan to send out your biggest promotional messages that will drive a surge in sales. Think: Black Friday Cyber Monday (BFCM) and major holidays for your audience.
- Alert the service team when high-value customers are likely to churn.Use predictive analytics and recency, frequency, monetary (RFM) analysis to identify high-value customers who are likely to churn, so your service team can proactively reach out with one-to-one support.
- Use browsing data as an early warning system. Your service team can prepare guides for highly viewed product pages to get ready for surges in support tickets during busy periods.
Why this matters: When your customer service team is equipped with visibility into performance and trends, and has the right resources in place, customers enjoy a smoother experience from proactive agents who respond more quickly. It also becomes easier to justify adding staff or tools to cope with busy periods.
Bring your customer service and marketing together in Klaviyo
When service and marketing teams share the same customer data, you can send more relevant messages, resolve issues faster, and create experiences that feel more personal.
Klaviyo, the AI-first B2C CRM , combines marketing and customer service in a single source of truth along with data and analytics, unlocking smarter personalisation, deeper loyalty, and more revenue across the customer journey.
- Customer Hub gives every shopper a personalised on-site experience with tailored content and self-service actions they can take instantly.
- K:AI Customer Agent guides shoppers with tailored recommendations, rapid answers, and swift resolutions, all trained on your brand and powered by complete customer context.
- Helpdesk equips agents with the complete customer story so they can anticipate customer needs, personalise every interaction, and deliver the kind of elevated service that only humans can provide.
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