FAQ: Klaviyo Updates to Customer Support Offerings

  • 1 December 2022
  • 7 replies
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FAQ: Klaviyo Updates to Customer Support Offerings
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Klaviyo Updates to Customer Support Offerings

 

At Klaviyo, we want to ensure our customers are always getting the support they need. Whether it's through interactions with the Klaviyo team, consulting with peers in the Community, or reading Help Center articles, we aim to provide a comprehensive set of resources to help you troubleshoot. Please note that we are making changes to our support model starting on February 1st, 2023 for any customers on a free account plan, that may impact the level of support accessible to you as an existing user. 

Any new users joining on our free account plans our platform starting on December 1st, 2022 will also be impacted by these changes. 

 

What changes are being made? 

Starting on December 1st, 2022, existing free users will begin a 60 day trial of email support. For any new free users, we are also offering a 60 day trial of email support for those who join our platform after this date.  No support changes are being made for any of our paid account plans.  For free customers, their support experience will be centered on our resources like the Community, Help Center, Academy, and weekly Live Trainings. 

 

When will these changes take place?

On February 1st, 2023 our new support offerings will go into effect for existing free customers.

If you join us as a free account on or after December 1st, 2022, you will experience our new support model which includes a 60-day trial of email support in addition to our resources like the Community, Help Center, and more.   

 

As an existing user, do I need to do anything prior to February 1st, 2023?

No action is needed from you. We will automatically update the support experience in your account based on your plan size. If you feel the time has come when you would benefit from live chat or email support access, you can upgrade your plan size at any time.

 

I’m a free user. What does this mean for me? And where do I go if I need help? 

If you joined us as a free user prior to December 1st, 2022, you will have 60 days of email support access. On February 1st, 2023, your support experience will automatically update. We are still here to help and have a variety of resources available if you encounter any difficulties. The Klaviyo Community is a great place to reach out for support. 

If you are a free user joining us on or after December 1st, 2022, you will have a 60-day trial of email support in addition to our other help resources, to ensure a smooth start with us.

 

I’m a free user. Once my free trial has ended, what do I need to do to continue having access to support? 

Email and live chat support are provided to customers on a paid account (251 or more contacts, or 1,250 or more SMS credits). To upgrade your plan, log in to Klaviyo and head to your account page.

 

I’m a free user. Can I still contact support for urgent scenarios, like being locked out of my account? 

Yes. If you are locked out of your account, you can still request assistance through this form on our Help Center.

 

What’s the difference between the Community, Help Center, Academy, and Live Trainings? Can I still get help from the Klaviyo team through these resources? 

Yes, you can still get help from the Klaviyo team through these resources. The table below breaks down what each resource provides:

 

Resource

Assistance Provided

Community

  • Searchable solutions for technical and strategic questions 

  • Peer-to-peer learning from other Klaviyo customers, Partners, and Community Specialists

Help Center

  • Help articles for all product areas

  • Klaviyo tutorials, troubleshooting guides, and getting started resources

Live Trainings

  • Klaviyo interactive workshops, strategy sessions, and live Q&As with Customer Education Specialists

Academy

  • On-demand marketing strategy courses and certifications to take when it’s best for your schedule

Developer Portal

  • Coding resources for technical builds and troubleshooting guides


How do I change my plan? 

You can manage your account plan from your account page.  Any paid plan will give you access to email support.  

 

I have over 250 contacts. What changes will I see?

You will not see any changes to your current support experience.

 

Who can I contact if I have questions or concerns? 

Feel free to start a conversation with us in the Community or reaching out to our Support team.

~Chloe


7 replies

That’s a Shame. I would have though Customer support would be the last thing you would wish to make saving on. These “free” account users are your potential paying merchants of the future. With $100 Million investment from Shopify recently also. I would image many of the “free” accounts are Shopify merchants starting on their journey or trying the platform. Not something that will affect us, but I wanted to comment. Good Luck.

This is disappointing. Our company pays a fee to Klaviyo each month, yet I received the email saying email support would be finishing because I was a free user. Then when I tried to email community@klaviyo.com to query this, the email bounced back saying couldn’t be delivered. Am I contacting the correct address?

Userlevel 4
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@GarethAJ Thank you for your feedback and I agree that free users are incredibly valuable and important, which is why we’ve heavily invested in our self-serve (Customer Education) resources, to make sure that we are able to scale how we support our customers. Every free user also receives a 60 day trial of email support as well, to make sure they start off on the right foot (since the first 60 days is the time when email support is contacted the most). Thanks again for sharing your perspective and for being a part of the Community. 

@tessabrophy I’m sorry to hear about this experience. I’m investigating why this may have happened and will circle back with you in a direct message. Also I’ve also gone into the community@klaviyo.com email alias and was able to resolve the deliverability issue, it should now be working as expected!

Userlevel 1
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@tessabrophy as @chloe.strange mentioned we’re sorry to hear you weren’t able to email community@klaviyo.com. Hoping this is resolved for your ongoing and appreciate you raising it.  Just to clarify, these changes will only impact our users on free account plans.  No support changes are being made for any of our paid account plans. Apologies if the email you received caused any confusion on that.

Please let us know if you have any further questions we can help answer.

Thank you, yes Chloe has reached out and explained we received our email in error. Very pleased that we will still have access to email support, as it is such a valuable method of reaching out to you guys when I have so much going on in my role and in need of answers quickly :)

 

Kind regards,

What if…. I am a free user… But I am an admin to multiple paid accounts for clients and I need support on those paid accounts?!

Like, c’mon, a lot of businesses hire other people to do stuff for them.  It is more convenient to just have a free account and add as an admin and do all the good stuff…

Userlevel 4
Badge +21

@Bobomatcha

Great question, for those accounts that are not on a free plan, you would continue to have access to email support and chat. Support access is tied to the account’s plan (free vs paid account) so if you are an admin on a paid account your support experience would not change. Let me know if you have any other questions on this. 

~Chloe

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