Folk Clothing reduces ticket resolution time 75% with Klaviyo Service
1,400+
customers engaged with Customer Hub in first 3 full months
75%
PoP reduction in average ticket resolution time in last 30 days with Helpdesk
Folk Clothing is a London-born fashion brand celebrated for its premium fabrics, refined detailing, and commitment to sustainable design.
Founded in 2000, Folk has evolved from its menswear beginnings into a full lifestyle label spanning womenswear and accessories. With multiple London stores, a network of wholesale partners, and a strong digital presence, the brand now connects with a global audience using Klaviyo.
Learn how Folk Clothing uses Klaviyo’s full Service suite to streamline customer service
Challenge
For years, the Folk Clothing team grappled with a customer service operation that relied on a basic email inbox and a phone line that was easily overwhelmed.
Customer enquiries were tricky to track. The team was juggling a shared inbox and often lost sight of who was handling which cases. Important customer emails got caught in their inbox’s spam filter, which left both staff and customers frustrated.
I’d spend my day going through our email inbox and if another colleague had jumped on enquiries, it was almost impossible to keep track. It was messy and was distracting us from our roles
With enquiries piling up around simple topics like order confirmation and tracking, the team needed a way to streamline high-volume, low-complexity interactions and deliver a better customer experience.
Solution
To address these challenges, Folk Clothing first turned to Klaviyo’s Customer Hub, an on-site flyout that customers can use to manage their relationship with the brand, from tracking orders to initiating returns.
By adding this personalized, self-serve layer to their ecommerce store, Folk has streamlined all post-purchase experiences.
It’s the first time ever that we’ve had everything in one place for our customers. I’m no longer getting four emails a day asking for tracking information or to resend an order confirmation. Instead, customers are going straight to our website and all of that information is readily available for them in Klaviyo Customer Hub.
For any customer enquiries that require attention from the service team, Folk relies on Klaviyo Helpdesk. Not only does this route necessary queries to the team, but acts as a single environment to which messages can be pooled from all of Folk’s channels, such as web chat and email. Crucially, Helpdesk also provides the functionality for all enquiries to be tracked, assigned, and reassigned when team members are away, making the process far more reliable.
Strategy
With Customer Hub and Helpdesk now live, Folk Clothing has been able to reshape how they support customers and scale their service operations. For example, they can now:
- Deflect high-volume enquiries through self-service: Customers who once emailed about order confirmations or tracking now find that information instantly inside Customer Hub, easing pressure on the support team and giving customers faster answers.
- Centralize and manage all enquiries with Helpdesk: With Klaviyo’s Helpdesk, Folk can bring messages from every channel into one organized workspace. This ensures no enquiry slips through the cracks, while ticket assignment and routing keep the team aligned even when colleagues are out. The result is a more reliable, transparent process for both staff and customers.
Now, Folk can scale their service function, reduce manual workload, and build a more resilient and customer-friendly support system.
Looking ahead, the team is keen to explore Customer Hub’s personalization capabilities, such as surfacing specific content blocks to loyalty segments to make high-value customers feel valued.
“Segmentation’s next,” says Scott. “We have some really loyal customers that are overdue a reward system and we just haven’t had any way of doing that until now. Setting something like that up within Customer Hub would be amazing.”