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Klaviyo is one of the most popular ecommerce-focused email marketing platforms.

However, recent updates to this email marketing software has caused some confusion with their clients. This year, they announced changes to Klaviyo pricing , which led to some customers paying up to 60% more.

Most recently, Klaviyo has announced that free users will no longer be able to have unlimited access to email support . Additionally, they limited the availability of their customer support for Black Friday, the most important ecommerce event.

In general, Klaviyo support is based on your plan:

• Free : Help Center, Klaviyo Academy, and Community forum
• Email : email and chat support
• Email and SMS : email and chat support.
• Customer Success Managers (CSMs) are available for accounts paying at least $2,000/month

For comparison, at Omnisend, all clients on all plans get access to live chat and email support, with an average response time of under just 5 minutes.

How to contact Klaviyo’s customer support

Klaviyo aims to be intuitive and user-friendly, helping marketers create and manage email campaigns even if they don’t have a strong technical background. However, their app often falls short of this goal, leading their customers to have questions and issues.

There can be gaps in the learning curve or even a technical problem that causes campaigns to not be sent, difficult to build emails, overly-complex automation workflows, and so on. This is why customer service is an essential item to consider when trusting a new software tool.

Klaviyo offers a range of support options, including extensive online resources, email support, and live chat support. In this section, we will describe them with a high level of detail.

However, do note that Klaviyo’s support has limited working hours .

Klaviyo support hours

	Email	Chat
Customers that can use the channel	Paid accounts, Free users for their first 60 days	Paid accounts only
Weekday hours (Monday through Friday)	6 a.m.–10 p.m. ET	9 a.m.–5 p.m. ET
Weekend hours (Saturday and Sunday)	10 a.m.–4 p.m. ET	N/A

Other ESPs, like Omnisend, have 24/7 support — which essentially means there aren’t any “working hours.” They’re always available, which helps explain why Omnisend support responds in under 5 minutes on average.

See how Omnisend and Klaviyo’s features compare .

Klaviyo’s limited working hours even extend to such critical sales periods as the major Black Friday-Cyber Monday shopping holiday:

For that reason, customers often complain that Klaviyo’s support can take days or even weeks to respond, so it helps to be prepared for slower-than-average support.

Help center

If you have a problem with your account, the fastest way to reach the customer support team is to go to the help center section and click the button that says “contact us”. This will give you the chance to send a message explaining your problem so you can receive a specific response without scrolling through different pages.

Once you send the question, the team will review it and get back to you.

If you have a question that seems a bit general, try using the search bar in the help center to find resources related to them.

Klaviyo’s email support

Unfortunately, free users don’t have unlimited access to email support anymore. Instead, they get 60 days of email support, and then they will need to get help from the Community and the Help Center.

Beyond that, Klaviyo’s email support is often their weakest link in the chain, often taking days or weeks to respond to customer requests.

Klaviyo’s live chat

Unfortunately, free users don’t have access to live chat.

Their live chat is a great way to get quick answers to questions you may have while using the platform. Whether you’re a new user trying to get started or a seasoned pro looking for advanced support, live chat is a convenient and helpful resource.

Klaviyo Community

Another option for users is to join the Klaviyo Community, a forum where users can ask questions and get help from other Klaviyo users. The community is a great resource for users who want to share best practices, learn from others, and get answers to their questions.

You can create an account, share posts with specific questions or simply check all the different content that others users share. This community is not only a good resource to turn to when there’s a technical problem, but also a nice way to find new ideas to implement in your own emails and messages.

Klaviyo’s customer support: Pros and cons

There are good parts and bad parts about Klaviyo’s customer support, and it’s important to understand these aspects so that you can set the right expectations.

Pros

• Users can track the status of their support tickets. This feature allows users to see when their ticket has been received, who is working on it, and when it is expected to be resolved. This transparency can help reduce frustration for users who may be waiting for a resolution to their issue.
• The Klaviyo community is available 24/7 and you might be one post away from solving your technical problem.
• If you have a paid plan, you have two options to contact the customer support team: email and live chat.

• There’s a chatbot named Kira that receives questions 24/7 and shares helpful resources based on those requests.
• Klaviyo’s website includes a comprehensive knowledge base, video tutorials, and webinars to help users get the most out of the platform.

Cons

On the other hand, some of the issues that Klaviyo’s customer service presents include:

• Their customer support team is only available during limited business hours. This could be problematic for users who are in different time zones or who need to solve problems within a different time frame.
• Users with free accounts will only have access to all the customer support resources for 60 days. After that, they can only contact customer support by email and ask questions to Kira, the chatbot.
• Some users have complained that it takes too long to receive a response to their support tickets, which can be frustrating when they need help quickly.
• There’s no phone customer support.

Despite some drawbacks in Klaviyo’s customer service, such as the unavailability of phone support and occasional delays in response times, these are issues that can be mitigated by preparing for longer response times.

Wrap up

You now have all the resources you need to answer any questions that might come up when using Klaviyo.

The best advice we can give you is that — if your problem needs to be solved as soon as possible — it is better if you use their live chat feature (you have to be a paying customer) and keep the app open for when they respond. This could be minutes or hours, but most likely less than a day.

Use the email support channel only if your issues aren’t very urgent , since it may take days or weeks to get a response.

For general knowledge or how-tos , you can use their online resources that can answer many different questions with a few paragraphs. And if you are waiting for customer support to come back to you with an answer, share your question with the community so you can accumulate more resources, often faster than their official support.

Did you know that Omnisend is an email & SMS marketing automation platform similar to Klaviyo? With two big differences: 24/7 customer support that answers in under 5 minutes , with email and live chat available on all plans, including free. Up to 100k contacts, you save 32% on average if you switch from Klaviyo Email to Omnisend Standard.

So why pay more for the same features (and worse support )?

If you’re currently on Klaviyo, we’ll help you migrate all your data, and set up your automations, segments and signup forms.

See how we’re better than Klaviyo .

For more details, use our email pricing calculator below to quickly compare price rates and features with Klaviyo. Simply input your desired number of contacts, select Klaviyo from the list, and see how Omnisend stacks up against it.