Make every touchpoint count
A connected experience is when every interaction a customer has with your brand feels consistent, relevant, and timely, no matter when or where they reach out to you. It means they don’t have to start over each time they switch channels, repeat their information, or search for what’s next. Instead, the experience adapts to them. It takes into account their history and responds to their needs, preferences, and behaviors in real time.
These moments build trust. When there’s no friction, customers feel valued. Over time, that clarity and consistency drives deeper loyalty and higher LTV.
What a connected experience looks like
Explore the gallery below to see what a connected customer experience looks like as shopper Jenny moves from early engagement to a repeat purchase with her favorite fictional Boston-based coffee brand, Beantown Coffee. Each step highlights how timely messaging, personalized on-site experiences, and connected support can reduce hesitation and move Jenny forward.
Timely, relevant messaging
A shopper, Jenny, receives a personalized text message from Beantown, reminding her of a product she recently browsed, along with her loyalty points and a coupon tailored just for her.
The message feels relevant, timely, and clearly reflects her relationship with the brand.
She taps the link with confidence, knowing exactly what to expect when she clicks through to the website.
Personalized on-site experience
Jenny lands on the website and immediately sees her curated Customer Hub experience, where her favorite products appear front and center.
A coupon block reminds her of the exclusive discount, with a dynamic code that can be easily applied.
It’s all ready and waiting; no searching through emails, no extra clicks. Everything is tailored to Jenny, making it easy to pick up right where she left off and take the next step.
Instant answers, anytime
Jenny has a few lingering questions before she commits, like what pastry to pair with her coffee. Instead of digging through FAQs or waiting for a response, she opens the chat window.
K:AI Customer Agent greets Jenny, ready with context. It answers immediately, recommends delicious pastries that pair well with her coffee, and links to the available options.
Jenny feels supported, and makes the purchase with confidence.
Informed support when it counts
After placing her order, Jenny realizes she entered the wrong shipping address. Instead of navigating a maze of forms or waiting for back-and-forth emails, she reaches out to Beantown again for help. The Customer Agent quickly understands the issue and escalates it to a human agent.
Inside Helpdesk, the support agent sees Jenny’s full order history, past conversations, and recent site activity in 1 place. Thanks to built-in order editing, the agent updates Jenny’s shipping address directly in Helpdesk, without switching tools or leaving the conversation.
There’s no need for Jenny to repeat information or start over. The issue is resolved quickly and accurately, leaving her reassured and ready to shop again.
A reason to return
Some time later, Jenny receives an email from Beantown. She's greeted with a personalized message in her inbox, featuring all her Beantown favorites and some new recommendations to try.
And just like before, Jenny knows exactly what to expect when she clicks on that email to shop for coffee, because:
- Customer Hub highlights her favorites, loyalty rewards, curated product suggestions, and more, based on her history.
- Customer Agent is ready to help with any last-minute questions that might arise.
- Helpdesk has full context if additional human support is needed. Every piece of the experience feels like it was made just for Jenny.
Jenny is ready to come back again and again.
When unified data powers the experience, every touchpoint reflects real-time behavior, so shoppers feel seen and understood before they even click. Get the experience right and they’ll move from potential churn to long-term loyalty.
Use signals to guide shoppers toward the next best action
Clicks in Customer Hub show intent. Chat questions reveal hesitation. Support tickets surface recurring issues. Each signal matters, but knowing where to focus can be challenging. Klaviyo brings these signals together across connected tools, helping you prioritize what matters most and respond with experiences that feel timely, personal, and helpful.
In the previous lesson, you learned how to spot friction across the customer journey. Now, expand the dropdowns below to learn how to act on those same signals using Customer Hub, Customer Agent, and Helpdesk.
Turn scattered shopping signals into clear next steps with Customer Hub
Problem signals to watch for:
If you’re seeing these patterns, shoppers may be interested but not ready to move forward:
- Products saved to favorites without a purchase
- Repeated clicks on specific content blocks without taking the next desired action
- Loyal or high-value customers logging in without taking action
These signals often indicate hesitation, especially among shoppers who are closest to making a purchase.
What to do:
Use Customer Hub to act on that intent:
- Surface targeted content blocks that reflect what the shopper has viewed, saved, or purchased before.
- Highlight favorites and recently viewed items so shoppers can quickly pick up where they left off.
- Use widgets to guide a clear next step, such as returning to a cart, buying again, or exploring a related product.
You can tailor these experiences by audience. For example, show appreciation messages or exclusive content to loyal customers, and show re-engagement prompts to shoppers at risk of dropping off. Start with one experience, such as highlighting favorites, before expanding to additional segments or widgets.
Why it works:
When shoppers see relevant products, rewards, and next steps without having to search or remember where things live, friction disappears. The experience feels intentional instead of generic. Customers move forward with confidence, turning high-intent behavior into repeat purchases and higher LTV.
Turn moments of hesitation into confident decisions with Customer Agent
Problem signals to watch for:
If you’re seeing these patterns, shoppers may be interested but unsure how to move forward:
- Pre-purchase questions about fit, availability, or recommendations
- Repeated questions across conversations that point to common blockers
- Shoppers engaging in chat without completing a purchase afterward
These signals often indicate hesitation at the decision point.
What to do:
Use Customer Agent to meet shoppers at the moment they need help:
- Answer questions instantly in chat, text message, email, or WhatsApp, using existing context like browsing activity or items in cart.
- Provide relevant recommendations that help shoppers choose with confidence.
- Turn one-way messages into two-way conversations that guide shoppers toward the next best action.
Begin with common pre-purchase questions, then expand to more personalized recommendations as you see where conversations most often stall.
Why it works:
When shoppers get fast, relevant answers without repeating themselves or waiting for support, confidence replaces hesitation. Conversations move purchases forward instead of slowing them down. Your team handles fewer repetitive questions, while customers feel supported at exactly the right moment.
Resolve issues faster and prevent repeat friction with Helpdesk
Problem signals to watch for:
If you’re seeing these patterns, friction at various points in the journey may be slowing customers down:
- High volumes of tickets tied to the same issues, such as returns, shipping, or product confusion
- Customers opening multiple tickets across channels for related problems
- Declining customer satisfaction or longer response and resolution times
These signals often point to issues that could be addressed at scale.
What to do:
Use Helpdesk to bring full customer context into every interaction:
- Give agents a complete view of order history, past conversations, and recent site activity so they can respond accurately the first time.
- Resolve issues quickly without asking customers to repeat themselves, improving customer sentiment and satisfaction.
- Use ticket trends and tags to identify where customers commonly need help, then feed those insights back into on-site content, messaging, or flows.
Begin by addressing one high-volume issue, such as returns or shipping questions, before expanding improvements to other recurring themes.
Why it works:
When support teams have full context, problems get solved faster and customers feel understood. Fewer repeat tickets reduce support burden, improve satisfaction, and create a smoother path back to purchase.
Not sure where to begin? Start with one friction point, such as shoppers favoriting products without purchasing, and create a single connected experience that helps them take the next step.
In the next lesson, you’ll learn how to evaluate your K:Service performance and use those insights to keep your marketing and service flywheel spinning.