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Klaviyo Agency Services: Email & SMS

Make Klaviyo safer to grow with clear costs, named owners and checks before anything goes live.

We'll reply with a written proposal: the work, what we need from you and an estimated timeline.

Where Klaviyo accounts let you down

A busy Klaviyo account can still send the wrong message to the wrong person.

Before we recommend more campaigns or automation, we check your customer data, permission to contact, flow rules, content, sending setup and how revenue is counted.

  • One customer turns into several records

    Email addresses, phone numbers, IDs from other systems and updates from different sources can create duplicate customer records or overwrite useful details, because there is no clear rule for merging them.

  • Bad data starts the wrong messages

    Missing dates and times, unstable unique IDs, instant repeat sends of the same data and uncontrolled imports of old history can start the wrong flow or hide what customers really did.

  • A flow can look right and still send the wrong thing

    The action that starts a flow, the rules about which customers qualify, the checks on each message, exit rules and repeat-entry settings all do different jobs. We test each one with realistic sample customers.

  • Email and SMS can contact the same customer too often

    Klaviyo's Smart Sending (its rule that skips people who were messaged recently) works separately for email, SMS and push notifications, so your business still needs one rule for which message comes first, timing and exceptions.

  • Missing data reaches the customer

    Missing product, customer, language, coupon or stock details can produce blank, out-of-date or wrong content, unless approved backup content replaces it or the message is blocked.

  • Credited sales are mistaken for proven results

    The time window Klaviyo uses to give credit, email opens, bot-click settings and channel rules all shape the revenue Klaviyo reports. Returns, refunds, profit margin and whether the sale would have happened anyway need separate checks.

What you are buying

What our Klaviyo agency services include: a clear audit, build and management plan with firm boundaries.

Klaviyo is an email and text message (SMS) marketing platform used by many online stores. Softscotch helps you decide whether your Klaviyo account needs a check-up, a focused repair, a new build or ongoing management. We check your accounts, plans, customer records, tracked customer actions, product catalog, permission to contact, sign-up forms, audiences, automated message series (flows), one-off campaigns, email, SMS, templates, sending setup and reports, because all of these affect what customers experience and what you pay. Your proposal states what we will do, what your team needs to provide and approve, which platform or specialist costs sit outside our fee, and the first realistic delivery date. The sales Klaviyo credits to itself are kept separate from checked order totals and from proof of sales that would not have happened without the messages.

The eight cards show the work Softscotch can take on, including training so your team can handle everyday tasks. Wider customer journey strategy and in-depth fixes for emails landing in spam are separate services unless your proposal includes them.

Account fit, cost and risk audit

We review your accounts, profile and send tiers, SMS plans, user roles, connected systems, forms, audiences, flows, campaigns, templates, sending setup, reports and anything with no clear owner.

Customer data and system connection rules

We define how customers are identified, what each field means, when each action happened, product IDs, which system wins when data clashes, which way data flows between systems, permission fields and checks that the numbers match.

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Permission, sign-up forms and customer audiences

We set up approved ways for people to sign up, choose their preferences and be tracked by sign-up source, plus checks on subscriber quality and audiences linked to agreed customer stages.

Flow design and who gets each message

We map which automated journey takes priority, what starts it, who stays eligible, when someone can enter again, why they leave or skip a step, and how clashing messages are sorted out.

Campaigns, templates and pre-send checks

We plan eligible audiences, reusable message blocks, safe backup content, the agreed number of emails and texts, approvals, test sends and scheduled launches.

Tests and honest reporting

We define the question, how the audience is split, holdout groups (customers who deliberately don't get the message, for comparison) where possible, how long to measure, when to stop, sales credit settings and checks against returns, refunds and agreed profit figures.

Monitoring, fixing problems fast and handover

We watch the health of tracked actions and your product catalog, data connection failures, overlapping flows, delivery signals, changes and problems, then keep settings, decisions and handover notes where you can always reach them.

Training your team to use Klaviyo

We walk your team through the setup we built, including how to send a campaign safely, change a flow without breaking it, read the reports and spot problems early. That way, you are not dependent on us for everyday work.

Why Softscotch

Every approved message is tied to up-to-date data, permission to contact and a named business decision.

Before anything goes live, we test who enters a flow, who stays eligible, what the customer actually sees, what happens when data is missing and how the results will be read.

Customer facts are agreed first

Your team approves what customer records, tracked actions, catalog fields, permission and customer stages mean and where they come from, before more automation relies on them.

Flow rules are tested with real situations

We check entry, staying eligible, entering again, exits, skipped steps and branches using realistic sample customers and actions.

Contact limits have one owner

Email, SMS and other messages are ranked by what matters most to the customer, instead of relying only on each channel's separate Smart Sending window.

Missing data has an approved backup

Missing details, sold-out products, the wrong language and expired offers are replaced with an approved alternative, or the message is blocked.

Revenue numbers keep their limits

Credited orders, checked revenue, results that allow for profit margin and test results are each reported with what they mean and what they can't show.

Costs and handovers are visible

Platform plans, SMS spend, system connections, strategy, inbox delivery, legal, website and design work each have a named owner before work begins.

From the basics to advanced work

The 36 checks behind a reliable Klaviyo account.

The checks move from fit, access and account costs, through customer data, permission, customer journeys, making messages and safe sending, to reporting and handover.

Strategy, customer journey and starting point
Is it a fit, and what comes firstDecide whether what you really need is ongoing Klaviyo management, a focused repair, training on the tool, wider strategy, specialist delivery work or no Klaviyo work at all.
List of accounts and accessRecord your accounts, plans, markets, user roles, connected systems, domains, lists, owners, permissions, renewal dates and how to recover access.
Customer journey decision mapDefine customer stages, key business events, the decisions you want customers to make, which channels you can use, exit points, owners and the results that matter.
Audit of your account todayList everything live, your settings, messages waiting to send, how performance is measured, past problems and any technical or team-level mess left behind.
Agreeing how we measure and give creditSet out which numbers we report, where they come from, credit windows, how bots and privacy are handled, the level we compare orders at, the decisions they support and the questions the data can't answer.
What the Klaviyo service doesn't coverKeep day-to-day platform work separate from wider strategy, fixing serious inbox delivery problems, legal advice, custom software work and independent measurement of true impact.
Customer data and inputs
What customer records and actions meanBefore journeys rely on them, define how customers are identified, what each field means, when each action happened, unique IDs, extra details, the source, permission and how long data is kept.
Duplicate customer record checksPrevent and fix clashes between email addresses, phone numbers and IDs from other systems, with a written rule for which way records merge and which field wins.
Product catalog and language checksCheck product and variant IDs (like size or color), price, currency, stock, status, market, language, image and the right product page link.
Proof of permission and blocked contactsKeep a record of each channel, permission status, how and where it was given, the date and time, the wording shown and how it spread to other systems, separate from simply having someone's contact details.
Structure and setup
System connection and data checksCheck how data flows between Klaviyo and Shopify, other store platforms, your CRM, in-store till (POS), support and custom sources, how fresh it is, how fields match up and the rules for clashes.
Customer stages and audience rulesBuild customer stages everyone understands and reusable segment (customer group) rules, each with who's in, who's out, how fresh it is and an owner.
Start rules versus customer rulesKeep the action that starts a flow separate from filters on that action, rules about which customers qualify, message filters, exits, skipped steps and repeat entry.
Journey and campaign prioritiesSet which flow comes first, what happens when they clash, where order and service messages end, each campaign's role, which channel comes first and handovers.
Making the changes
Sign-up forms and preference pagesBuild approved sign-up, confirmation, preference and unsubscribe steps that record where each subscriber came from and include quality checks.
Building automated customer journeysSet up the approved welcome, abandoned cart and browse, after-purchase, reorder reminder, review request, loyalty, win-back and customer service journeys.
Reusable templates and backup contentCreate reusable email and SMS layouts with clear data needs, safe default content, the right behavior for each language and display that works for everyone, including people using assistive technology.
Running campaigns and launchesRun the calendar, who is eligible for each send, content approvals, scheduling, UTM tags (tracking codes on links), test sends, launch notes and handovers.
Safety checks
Limits on contact across all channelsSet rules for priority, how often, quiet hours, holding messages back, blocking and exceptions across all flows and campaigns, not just inside one channel.
Testing personalized content when data is missingBefore launch, test with missing, out-of-date, badly formatted and clashing customer, action, catalog, coupon and language details.
Offer, link and landing page checksCheck the product, stock, price, discount, expiry date, claims, links, the page people land on, UTM tags and the terms customers can see.
Launch, people mid-flow and undo checksWrite down who is waiting partway through a flow, the version, who approved it, the planned change, how to undo it, how to handle problems and the checks after launch.
Testing and improvement
Flow and campaign testsUse one main idea to test, a fair split of customers, a clear view of who saw what, a measurement period, safety limits and a written decision.
Holdout tests for flowsCompare against a group that gets no message, or the current message, only when you have enough volume, the groups won't get mixed up, and the risk, time needed and business approval all support it.
Predicted value and customer-value groupsUse RFM (how recently, how often and how much people buy), CLV (customer lifetime value), churn risk or predicted next order only when your account has enough data for Klaviyo to make them, then watch how reliable they are and how they change.
Reviewing timing, contact levels and driftRevisit delays, send times, how often people hear from you, segment sizes, flow clashes, tired designs and movement between customer stages using up-to-date evidence.
Measuring results and value
How credit settings change reportsKeep a record of the credit window, channel, email open, bot, order message and privacy settings, and show how changing a definition changes past reports.
Checking the quality of revenueMatch placed orders with cancellations, returns, refunds, discounts, tax, shipping and profit figures where access and agreed definitions allow.
Sending setup and delivery monitoringTrack email authentication (proof the email really comes from you), your sending domain, sender reputation, engagement, bounces, complaints, blocked contacts and volume, while sending serious fixes to a separate specialist service.
Results by customer group and stageCompare where customers came from, their stage, product, market and customer groups that started at the same time, using agreed definitions of results and how long they take to show.
Compare Klaviyo with business recordsCompare Klaviyo with your store, analytics, CRM or data warehouse records at the same level of detail, and keep any differences we can't explain in plain view.
Reliability, ownership and growth
Safe re-sends and history importsUse stable IDs for each action, the real time it happened, controlled re-sends, approved imports of past data and duplicate tests for custom data feeds.
Monitored data connections and data qualityTrack usage limits on data connections (APIs), retries, freshness, changed fields, missing values, volumes, held records, safe reprocessing, cost and problems in other systems.
History of changes and decisionsKeep a record of versions, approvals, launches, tests, options we rejected, problems, known limits and the next review dates.
Limited, supervised AI helpAllow limited AI analysis or drafting only from approved sources and within your brand and permission rules, with checks and a person approving every launch.
Customer and message historyWhere the scope justifies it, keep a record over time of how customer records, actions, permission, products, messages, who saw them, results and decisions connect.
Platforms, data sources and costs

Klaviyo sends the messages, but your other systems and plan limits still matter.

We use approved data from Klaviyo, your online store, your CRM (customer database), your website, analytics and business records, while keeping your plan's profile tier, send limits, SMS spend, add-ons and account ownership in clear view.

How we check your account

Our Klaviyo audit: seven checks that show what can stay live, what needs fixing and who must act.

Each check ends with confirmed findings, an owner, a way to confirm the work is done and a decision to fix, test, keep watching, put off or stop.

Check 01 · Fit and account

Fit, account condition and ownership check

We decide whether Klaviyo work is what's really holding you back right now, and confirm the accounts, plans, markets, owners and must-haves that shape the project.

Adding more flows doesn't help when your data, permission to contact, approvals or team time aren't ready.

Business and customer journey fit fitMap how you sell, how often customers buy again, how long they take to decide, your audience, the channels you can reach them on and the decisions Klaviyo must support.
Account and plan list accountRecord your accounts, plans, features, markets, business units, separate workspaces and which features your plan allows.
User roles and access accessCheck each person only has the access they need, plus owner access, agency access, end dates, account recovery and emergency contacts.
List of what's live listList your forms, lists, segments, flows, campaigns, templates, domains, reports and live system connections.
Fix first, then grow decideHold off on new work when customer records, tracked actions, permission, the catalog, sending setup or approvals create serious risk.
Service limits limitsAssign wider strategy, inbox delivery, software development, legal, design and website work to the right owners before delivery starts.
Check 02 · Customer records and actions

Customer records, tracked actions, matching and connections check

We trace customer and business facts from where they start into Klaviyo, before segments and automations treat them as current and correct.

A customer record is only useful when you understand how it's identified, what each field means, where it came from, when it was updated, the permission behind it and what happens when sources disagree.

How customers are identified and what actions mean definitionsDefine every important ID, field, tracked action, date and time, source, data sent and what it says about the customer's stage.
Matching customers to one record matchTest how email, phone and outside IDs are matched, plus duplicates, merges, guest checkout and what happens when a known shopper browses without logging in.
Re-sends without duplicates actionsCheck stable unique IDs, re-sends, duplicate handling, late-arriving actions, the real time of past actions and controls on filling in old data.
Which system wins a clash priorityDecide which system wins for each field that disagrees (your store, CRM, support desk, in-store till or data warehouse) and why.
Product catalog accuracy catalogTest products, variants, stock, price, currency, language, images and the pages links send people to.
Watching data syncs monitoringMeasure how fresh data is, expected volumes, failures, changed fields, held records, safe reprocessing and who owns each problem.
Check 03 · Permission and audiences

Permission, sign-up forms, preferences and segments check

We build audiences you're allowed to reach from recorded permission and a useful picture of where each customer is, not from one oversized list or a shortcut based on opens and clicks.

Softscotch sets up the approved controls and records, but the legal reading of the rules and final approval of the wording shown to customers stay with your own qualified lawyer.

Permission for each channel permissionKeep permission for email, marketing texts, order and service texts, push notifications and other channels separate, along with the date each took effect.
Unsubscribes and blocked contacts blockedTest that unsubscribes, bounced emails, spam complaints, manual blocks and updates from other systems carry across every relevant channel and system.
Where sign-ups come from, and their quality formsRecord the form, where it sits, the offer, which version of the permission wording was shown, date and time, market and quality signals, with no boxes ticked in advance.
Preference options preferencesCheck the sign-up, confirmation, preference and unsubscribe steps for the whole account and for each list, and how they work in each language.
Customer stage segments segmentsFor every reusable segment, define who enters, who leaves, how fresh it is, who's excluded, roughly how it should behave and who owns it.
Audience size and overlap checks sign-offBefore launch, use test customers and size checks to find overlap, empty groups, out-of-date rules and people who shouldn't be getting the message.
Check 04 · Journey rules

Flow entry, eligibility, repeat entry and contact limits check

We map when a customer enters a flow, stays eligible, gets or skips each step, leaves and can enter again, across journeys that overlap.

A flow can look right on screen while the wrong people enter, the right people skip a step or a second journey sends at the same time.

Checks on the starting action and customer rules filtersKeep entry rules based on the starting action separate from customer rules, which Klaviyo can check again before each step.
Repeat entry and stopping duplicates repeat entryChoose whether people can enter once, every time they qualify again or once in a set time, and guard against the same real action being counted twice.
Why people leave or skip exitDefine exits for buying, canceling, losing permission, stock running out, timing and changes to the customer's details, and look at what each person actually received.
Which journey comes first priorityDecide which journey wins when actions overlap: order messages, abandoned cart, service, keeping customers or promotions.
Contact limits across email and SMS contact limitsApply one set of rules per customer for priority, how often, quiet hours, exceptions and blocking across both email and SMS.
Changes when people are mid-flow go livePlan how edits affect people waiting partway through a flow, and keep the old path or move them over carefully when needed.
Check 05 · Content and launch

Campaign, template, personalization and pre-send check

We make regular message production reusable, without letting missing data, expired offers or clashing launches reach your customers.

Approval covers the real finished message, who gets it, where it links and its terms, not just the design file.

Who each campaign goes to audienceFor each send, confirm the target audience, who's excluded, permission, contact limits, market, timing, the offer and any clash with automated journeys.
Reusable templates templatesWrite down the reusable blocks, which fields can be edited, accessibility, how it looks on phones, dark mode risks and who owns it.
Backup content tests backupTest missing, out-of-date, badly formatted and clashing customer, action, catalog and language details.
Accurate offers and stock offerCheck the price, discount, coupon, stock, expiry date, conditions and the page the customer lands on.
Links and tracking trackingCheck links, UTM tags, redirects, links that open your app, forms, tracking pixels, how cookie consent behaves and sale or sign-up tracking.
Launch and undo go liveKeep the approver, version, test proof, schedule, people waiting mid-flow, how to undo it and checks after sending.
Check 06 · Tests and money

Tests, sales credit, orders and revenue check

We separate message performance, the credit Klaviyo gives itself and proof of extra sales before deciding that a flow, audience or offer really made the business money.

Klaviyo can credit an order to a message under the rules you set. On its own, that doesn't prove the message caused the sale or that it made a profit.

The main test question questionName one main change, who can be included, how they're split, who sees what, the result to measure, the time period, safety limits and the rule for deciding.
Holdout tests for flows holdoutWeigh up volume, length, the risk of groups getting mixed up, the sales you might give up and other risks before holding back a group with no message or the current message.
Limits of opens and clicks signalsAllow for bot clicks, Apple Mail Privacy Protection (which can make emails look opened when they weren't), privacy settings and changes to how each message is measured.
Effect of credit settings creditKeep a record of credit windows, channel rules, actions left out and how past figures get recalculated when reading the revenue Klaviyo reports.
Order and revenue checks costsMatch orders against cancellations, returns, refunds, discounts, tax, shipping and profit figures where they're available.
Decision and lessons record decideRecord the result, how certain it is, explanations we ruled out, the action, the owner and the follow-up, instead of declaring one winner for all time.
Check 07 · Reliability and ownership

Sending, data quality and day-to-day ownership check

We watch the technical setup, system connections and launch process that can quietly make well-built customer journeys unsafe, out of date or impossible to read.

Routine platform checks are included; ongoing fixes for sender reputation or technical sending setup go to our Email Deliverability service.

Sending domain status domainReview your branded sending domains, the types of email sent from each, authentication, whether settings line up, link-tracking domains and ownership.
Inbox delivery signals deliveryWatch bounces, spam complaints, blocked contacts, engagement, volume and sender reputation, with set points for when to escalate.
Data connection health connectionsTrack usage limits on each data connection, "too many requests" errors, retries, data size limits, costs and whether source systems are up.
Data quality controls qualityTest data structure, freshness, completeness, validity, duplicates, catalog changes and unusual customer record changes.
Limited, supervised AI help AIRequire approved sources, permissions, brand rules, quality checks and a person's review before a draft from Composer (Klaviyo's AI campaign assistant) or any other AI tool is approved or published.
A working record you can always reach recordKeep settings, definitions, assets, tests, approvals, problems, decisions and handovers where you can always reach them.
What changes

From arguments over messages and revenue to a checked, well-run Klaviyo program.

Before

Flows and campaigns are running, but nobody agrees on the customer data, permission for each channel, who should get which message or the revenue being reported.

  • Data is taken on trustCustomer details and tracked actions exist with no agreed meaning, source, date and time, way of identifying the customer or rule for settling clashes.
  • The flow diagram stands in for real testsTeams look at the flow diagram but don't test entry, repeat entry, skipped steps, exits, contact limits or what happens to people waiting mid-flow.
  • The report stops at Klaviyo's creditKlaviyo's revenue figure is shown without its settings, without checks against cancellations and returns and without proof that the messages brought in extra sales.
During

The agreed way of working links customer facts, permission, journeys, content, pre-send checks and decisions you can measure.

  • Customer records and actions can be testedRealistic sample customers and actions check merges, rules for clashing sources, re-sends, history imports, catalog links and permission.
  • Journeys have a clear order of priorityStarting actions, customer rules, repeat entry, exits, channel priority and overlap rules all lead to the paths we expect.
  • The finished message is checkedBackup content, offers, stock, language, links, accessibility, tracking and what happens to people waiting mid-flow all pass final checks before launch.
After

Klaviyo becomes a checked customer journey program, with monitored data coming in, controlled launches and honest, well-tested results.

  • The health of the system is visibleData freshness, skipped flow steps, contact limits, delivery signals, launches and problems each have set warning points and named owners.
  • Evidence keeps its limitsResults Klaviyo credits to itself, orders checked against returns and refunds, and test results all stay separate and tied to what each one means.
  • Lessons survive staff and agency changesAssets, settings, definitions, tests, decisions and open dependencies stay where you can always reach them, even if people or suppliers change.
Your type of business

Klaviyo setup for your type of business: it changes with how you sell, your risks and your customer's journey.

Our method stays careful and consistent, while the tracked customer actions, permissions, product catalogs, timing, results and review needs change with your business model.

Online sales

Online stores and direct-to-consumer brands

Connect product browsing, checkout, purchase, delivery, returns and repeat purchases, without treating a placed order as the final word on how much money you made.

FocusShopify or other store actions, customer records, catalog and variants, permission, stock, discounts, returns and customer service status
MeasureSends to the right people, sales, net orders after returns, repeat buying, inbox delivery, contact levels and test decisions
Subscription

Subscriptions and reorders

Tell apart a first order, an active renewal, a skipped delivery, a pause, a failed payment, a cancellation, the risk of someone leaving and the real time a customer needs to reorder.

FocusSubscription actions, how often each product runs out, billing status, cancellations, service history, permission and profit rules
MeasureSubscribers kept, successful renewals, efforts to stop cancellations, complaints, net revenue and holdout test results
Retail

Retailers selling online and in store

Match online, in-store, till (POS), loyalty and service data so customers don't get messages that ignore what they just did in your shop.

FocusCustomer and loyalty records, in-store purchases, online orders, store locations, catalog, stock, permission and channel preferences
MeasureReach across channels, how well customer records match, journey clashes, good-quality purchases and results by store or channel
Marketplace

Marketplaces and directories

Treat buyers, sellers, listings, bookings and transactions separately, so one customer record or action can't trigger messages meant for the other side.

FocusA model of user roles and records, listing or stock catalog, transaction stages, messaging permissions, trust and dispute actions
MeasureBuyers and sellers activated, completed transactions, quality signals, complaints, net value to the platform and journey errors
Travel

Travel and hospitality

Use booking, property, destination, arrival, cancellation and availability details, with local time zones and service messages given priority over promotions.

FocusProperties, bookings, guests, languages, time zones, permission, availability, policies, cancellations and service actions
MeasureGood-quality direct bookings, pre-arrival steps completed, cancellations, service results, contact levels and net booking value
Education

Education and training

Map inquiry, application, acceptance, enrollment, attendance and renewal, while respecting start dates, who is eligible and student privacy.

FocusCorrect program and start date details, prospect and student stages, permission, CRM actions, deadlines, approvals and what counts as a good-quality inquiry
MeasureGood-quality applications, enrollments, next-step actions, opt-outs, response time and follow-up with an owner
Software

Software companies (SaaS)

Use sign-up, first real use, feature, usage, plan and renewal actions, rather than forcing a shop-style purchase journey onto customers who try your product first.

FocusAccount and user records, product usage actions, plan status, permission, customer stage definitions, CRM and billing results
MeasureUsers getting started, good-quality upgrades, customers kept, features adopted, contact levels and test decisions
B2B

Business-to-business (B2B) and professional services

Keep people separate from the companies they work for and their buying stage, send good-quality replies to the right owner in your CRM and measure results over a longer time.

FocusContact and company records, forms, CRM stages, permission, sales ownership, correct service details and what counts as an accepted sales opportunity
MeasureGood-quality replies, accepted opportunities, movement through sales stages, blocked contacts, agreed response times and evidence of sales sourced or helped
Health

Healthcare and wellness

Collect and use as little personal data as possible, stick to approved claims and use appointment status and channel permission, without revealing sensitive details in messages.

FocusApproved services, appointment and customer stages, privacy rules, permission, claims review, safe customer details and escalation owners
MeasureGood-quality bookings, attendance, safe delivery, complaints, permission changes and recorded approvals
Regulated

Finance, insurance and legal

Keep the legal region, who is eligible, approved terms, proof and human review in view, and avoid automated advice or personalization that can't be backed up.

FocusLegal region and product eligibility, permission, approved claims and terms, the reviewer, CRM results and data-keeping rules
MeasureGood-quality inquiries, accepted cases or applications, complaint rate, following approvals and problems closed
International

Multi-brand and international

Keep each brand, business unit, country, language, currency, permission law, catalog and sender reputation separate, while still allowing controlled combined reporting.

FocusA map of accounts and brands, languages, markets, domains, product catalogs, permission rules, translations, approvals and local owners
MeasureLanguage coverage, messages sent under the wrong brand or to the wrong market, inbox delivery, net results and decisions comparing similar customer groups
Membership

Membership, nonprofit and community groups

Use joining, taking part, renewing, lapsing, donating or volunteering stages, with controls on preferences and how many messages people get.

FocusMember or supporter records, status changes, permission, preferences, programs, payments, service messages and clear definitions of results
MeasureNew members active, renewals, participation, good-quality donations, complaints, contact levels and evidence of members kept
Clear ownership

We do the agreed Klaviyo work. You keep the accounts and approve the business facts.

These columns make clear, before work begins, what platform work we do, which providers and specialists we depend on, what we need from you and who gives final sign-off.

We do the work

The approved Klaviyo audit, build, launch and reporting work.

  • Audit your accounts, active-profile and send tiers, SMS plans, assets, access, connected systems and serious risks
  • Define how customers are identified, what tracked actions mean, catalog fields, permission, customer stages and the numbers we report
  • Set up the approved sign-up forms, audiences, flows, campaigns, templates and customer contact rules
  • Build test customers, test cases for each action, backup content, test sends and pre-launch checks
  • Run the agreed tests, reporting, monitoring, reviews of problems and meetings on next steps
  • Keep settings, versions, approvals, results and handover notes where you can always reach them
We coordinate

Providers, the systems your data comes from and other specialists who affect delivery.

  • Klaviyo support and the owners of your store, CRM, in-store till (POS), subscription, analytics, support and data warehouse systems
  • Website, checkout, cookie consent tool, form and landing page work that happens outside Klaviyo
  • The people who own copy, design, translation, products, stock, pricing, offers and customer service
  • DNS (domain settings), email authentication, warming up new senders, sender reputation and dedicated inbox delivery specialists
  • Privacy, legal, claims, accessibility, security and data-keeping (retention) reviewers
  • Sales, delivery, finance and operations teams responsible for the experience customers are promised
You review and sign off

Your business keeps the accounts, the final say on the facts and the final decision.

  • Approve products, services, prices, stock, discounts, terms and every promise made to customers
  • Confirm your legal basis for contacting people, permission wording, which countries' laws apply, limits on sensitive data and any legal review needed
  • Provide and approve your brand voice, claims, translations, designs, original files and how many messages are sent
  • Give permitted access to your other systems and approve the rules for matching customers, who owns each field and the effects of merging records
  • Approve the risk of each test, the sales you might give up in a holdout, how orders and profit are defined, and when to stop
  • Sign off final launches, who handles escalations, how much your team can respond to, budgets and which fixes come first
How it fits together

Customer facts, permission, messages and results should all tell the same story.

Customer records, tracked actions, product catalogs and permission to contact feed your audiences and automated journeys. Pre-send checks control what goes live, and good-quality results guide the next approved step.

Klaviyo Services

01
Approved Klaviyo plan

The agreed customer journey, data, permission, measurement, ownership and the limits of the service.

02
Customer records and matching

People and accounts you can trace, with stable IDs, merge rules, rules for clashing sources and their permission status.

03
Tracked actions and catalogs

Saved versions of customer actions and product details, with dates and times, unique IDs, language, stock and quality checks.

04
Audiences and who gets each message

Reusable customer stages with who's in, who's out, how fresh they are, an owner and finished checks on size and overlap.

05
Flows and campaigns

Journeys and launches in order of priority, with rules for the starting action, customers, repeat entry, exits, contact limits and approval.

06
Templates and backup content

Message blocks that work for everyone, with safe behavior when data, language, stock, offer or link details are missing.

07
Tests and evidence

Main questions, audience splits, holdout groups where possible, measurement periods, limits and written decisions.

08
Reliability controls

Monitoring of data connections, tracked actions, the catalog, flows, delivery, data quality and problems, with named owners for recovery.

09
Results and learning loop

Credited results, orders checked against real data and proof of extra sales, linked to the next action with an owner and a kept history.

The connected growth engine

What customer records and actions mean

Manage IDs, customer details, when actions happened, unique IDs, which source wins, permission and links to the product catalog before any customer journey uses them.

Start rules versus customer rules

Keep the conditions on the starting action, checked when someone enters, separate from customer rules that are checked again before each message, and from rules on single messages.

Limits on contact across all channels

Coordinate priority, how often, quiet hours, holding messages back, blocking and exceptions across campaigns, flows, email and SMS.

Testing personalized content when data is missing

Prove the message still displays safely when customer, action, product, language, coupon, stock or link details are missing or wrong.

Holdout tests for flows

Use a controlled comparison only when who qualifies, how people are split, volume, length, the risk of groups mixing, other risks and decision rules all support it.

Checking the quality of revenue

Compare credited orders with cancellations, returns, refunds, discounts, tax, shipping and profit figures where they're available.

One connected scope. Klaviyo Services is coordinated with the strategy, creative, experience, data and reporting it depends on, so responsibilities and handoffs stay visible in one written plan.

What to expect

How long Klaviyo work takes: first plan in 3 to 5 business days; first approved fix or launch usually in 1 to 2 weeks.

These planning ranges start once we have working access, your plan details, the owners of your other systems and the people who make decisions. Cleaning up duplicate customer records, connecting systems, permission, content, DNS (your domain settings), warming up a new sender, people waiting partway through a flow and slow reviews can all push the date out. The wider six-month plan is shown separately below.

Klaviyo, first six stages

Days 1 to 3

Fit, access and costs

Confirm the business need, accounts, active-profile and send tiers, SMS plans, user roles, connected systems, sending domains, markets, owners, budget and any work outside the service.

KPI Decision on fit
Days 3 to 5

Audit and first priority plan

Deliver the first plan showing what can stay live, what needs fixing, the most important journey or campaign, what we need from you, outside costs, how we'll confirm work is done and who is responsible.

KPI First plan delivered
Week 1

Customer data, permission and sender checks

Before changing anything live, test how customers are matched, tracked actions, catalogs, source clashes, permission, blocked contacts, sending domains, current audiences and risks in live journeys.

KPI Foundations checked
Weeks 1 to 2

First approved fix or launch

Finish the most important approved fix, flow or campaign once access, source data, permission, content, a ready sender setup, people waiting mid-flow and sign-off all allow a safe launch.

KPI First change live
Weeks 2 to 4

First honest results report

Review flow entries, skipped steps, delivery, contact limits, credited results, cancellations, returns and other agreed business facts, then name the next step and its limits.

KPI First report delivered
Weeks 4 to 6

Regular reviews and handover

Confirm how often campaigns and flows are reviewed, account and cost checks, how problems are handled, reporting dates, records you can access, who approves what and the next separately quoted work.

KPI Review cycle running

Our full growth plan (all services together), month by month

Month 1

Setup and first launch

Agree priorities, fix the biggest problems and launch the first approved work once we have access, content, budget and your sign-off.

KPI First work live
Month 2

Build and improve

Use the first report to improve the live work and build the next agreed materials, campaigns, pages or follow-up steps.

KPI Improvements live
Month 3

Do more of what works

Do more of the messages, audiences, pages or channels that the results show are working, while keeping budgets and quality checks within the limits we agreed.

KPI What works, expanded
Month 4

Strengthen results

Fix weak handovers between teams, gaps in tracking and anything slowing delivery, then test the next priorities against measures that matter to your business, such as lead quality and sales.

KPI Blockers removed
Month 5

Turn more visitors into customers

Improve the offer, message, page and follow-up steps wherever the results show people getting stuck or leads that aren't a good fit.

KPI Improvements to win more customers live
Month 6

Plan the next round

Review what changed, what the results really show, what should stop and which work deserves budget and attention in the next period.

KPI Next round agreed
How we compare

How we compare with a typical Klaviyo agency: useful management is more than installing a standard set of flows.

The difference shows in checking the data at its source, permission, audience rules, limits on how often customers are contacted, testing the finished message, controlled launches, honest reporting and clear ownership.

The risk of using a different agency for everything
  • Starts with a standard checklist of flows
  • Treats the biggest list as the audience
  • Assumes customer records and tracked actions are already correct
  • Uses the flow diagram as proof the routing works
  • Relies on separate email and SMS frequency windows
  • Tests personalization only when all the data is perfect
  • Changes live flows with no plan for people waiting mid-flow
  • Calls the revenue Klaviyo credits to itself proof of results
  • Reports total orders without checking the quality of that revenue
  • Hides platform costs and handovers to strategy, inbox delivery, legal or developer teams
vs
Softscotch
  • Starts with fit, must-haves and the customer decisions Klaviyo must support
  • Builds audiences from permission and where each customer really is today
  • Tests customer matching, tracked actions, catalogs and which data source wins
  • Checks entry, eligibility, skipped steps, exits and repeat entry
  • Applies contact limits per customer across every channel
  • Tests with missing, out-of-date, wrong and clashing data
  • Keeps versions of launches, plans for people mid-flow, a way to undo and a log of problems
  • Keeps the sales Klaviyo credits to itself, real results and test evidence separate
  • Checks revenue against returns and other available business facts
  • Names outside costs, related owners, dependencies and what's not included
The numbers

Results from Softscotch client work.

These totals come from work for Softscotch clients across search, paid ads, websites and lead generation, as published on softscotch.com. Past results don't guarantee future results.

$12M+Ad spend managed for clients
87,200+Leads generated for clients
2,140+Search terms ranked on Google's first page
$28M+Revenue generated for clients
Client case studies

All six Softscotch client stories.

Every Quick Story currently published on Softscotch.com, covering education, ecommerce, healthcare and SaaS. Stock photography represents each client industry; the figures are reported historical results and do not guarantee future performance.

Education consultant speaking with a prospective student Education Ads + local SEO
+183%leads

183% more leads for an education consultancy

WordPressQuora adsLocal SEO
The challenge

An education consulting business in India needed to build its digital presence and lead flow from scratch.

What changed
  • Built a new WordPress website
  • Used Quora ads to grow daily lead volume
  • Added Local SEO and community engagement
+183% leads25+ leads/day-38% bounce rate+273% new users
Bright modern home interior representing the home-solutions client Home solutions Shopify + SEO
+82%Shopify sales

Home-solutions ecommerce growth

ShopifyOrganic searchAmazon ads
The challenge

A home-solutions business was dependent on business-to-business (B2B) marketplaces, losing sales and recovering from a Google penalty.

What changed
  • Resolved the Google penalty
  • Revamped the website and online store
  • Improved organic visibility and Amazon campaign performance
+82% Shopify sales+147% organic+23% Amazon ROAS
Mother and baby representing the lactation-consultant client Health consultant $20/day
5/daybooked calls

Five booked calls a day for a health consultant

Facebook adsGoogle AdsLocal SEO
The challenge

A Houston lactation consultant needed to recover a malware-damaged website and rebuild local patient acquisition.

What changed
  • Rebuilt the hacked site and migrated it to secure hosting
  • Ran targeted Facebook and Google campaigns
  • Reached top-three local Google positions
5 calls/day$20 daily spend+87% local traffic+34% new users
Ecommerce owner preparing customer orders beside a laptop Ecommerce 10 months
+315%organic traffic

315% organic growth for an ecommerce site

Content strategyOn-page SEO
The result

Softscotch reports a 315% increase in ecommerce organic traffic over 10 months through focused on-page SEO.

What changed
  • Optimized product and collection pages
  • Improved the links between pages and the page addresses (URLs)
  • Made the site easier for Google to explore and better matched to what people search for
+315% organic10 monthsProductsCollections
SaaS team reviewing campaign data around a laptop SaaS platform Cold outreach
16%reply rate

9% close rate for a transcription SaaS

ProspectingSMTP
The challenge

A transcription platform needed a qualified prospect list and a reliable email-sending setup for outreach we managed.

What changed
  • Built a comprehensive prospecting list
  • Managed the cold outreach campaigns
  • Set up reliable email-sending servers (SMTP)
9% close rate16% reply rateSaaSManaged outreach
Healthcare professional consulting with a patient Healthcare 6 months
+182%organic traffic

182% organic growth for a healthcare clinic

HealthcareOn-page SEOOff-page SEO
The challenge

A clinic in a competitive location needed to build organic search visibility from the ground up.

What changed
  • Built the clinic's foundation for unpaid (organic) Google search
  • Combined on-page and off-page SEO
  • Reached top-five positions in Google Search
+182% organic6 monthsTop 5 Google
01 / 06
In their words

Teams that stopped leaving clicks on the table.

★★★★★

"The Softscotch team has been a solid partner as our business evolved over the last five years. Unlike most agencies, they have never charged us for work that falls outside the agreement. That is what sets them apart."

IM
Imtiyaz MominHairareus
★★★★★

"Without their knowledge, we would be in a very different place than we are now. Whenever they find something that can be improved, they implement it quickly. I could not be happier with their performance and response time."

AP
Aaron PaulsonBaby Pavilion
★★★★★

"Softscotch goes above and beyond the scope. The time, effort and dedication they put in is like having your own in-house marketing team. They are not just another marketing company."

TM
Tabassum MithaniTRS Care
★★★★★

"We are extremely happy with Softscotch, such an attentive team. No project is too small, and they give their 100%. We are extremely satisfied with their work."

SH
Safiya HafiziSimply Lactation
★★★★★

"Softscotch is a great team to work with: transparent, reliable and genuinely invested in the growth of your company. They are good partners to have by your side."

MJ
Malvika JainCyclop
★★★★★

"The Softscotch team has been a solid partner as our business evolved over the last five years. Unlike most agencies, they have never charged us for work that falls outside the agreement. That is what sets them apart."

IM
Imtiyaz MominHairareus
★★★★★

"Without their knowledge, we would be in a very different place than we are now. Whenever they find something that can be improved, they implement it quickly. I could not be happier with their performance and response time."

AP
Aaron PaulsonBaby Pavilion
★★★★★

"Softscotch goes above and beyond the scope. The time, effort and dedication they put in is like having your own in-house marketing team. They are not just another marketing company."

TM
Tabassum MithaniTRS Care
★★★★★

"We are extremely happy with Softscotch, such an attentive team. No project is too small, and they give their 100%. We are extremely satisfied with their work."

SH
Safiya HafiziSimply Lactation
No black box

You'll always know exactly what we changed.

Plenty of agencies go quiet after the audit and you never quite know what you're paying for. We do the opposite. You get a live view of every change and what it moved, in plain language you can act on.

Your delivery, at a glanceSample
Changes shipped12
Pages reviewed28
StartMidpointNow
Delivery activity✓ Up to date
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Live client dashboard

Every change, score and ranking in one place you can open any time, not a monthly PDF you wait around for.

This week, explainedSample
✓Titles updated
Ready for your review
SSSoftscotch weekly update
0:00
2:00
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Weekly video summary

A short screen-recorded video (Loom) each week walking you through exactly what shipped and what it moved, so nothing is a mystery.

The change is clearSample

Before

Titles30 / 100
Structure42 / 100
Content28 / 100

After

Titles84 / 100
Structure79 / 100
Content90 / 100
Same page. Reviewed changes.
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Before/after score per page

See the exact lift on every page we touch, not a vague "it's improving" you have to take on faith.

Your weekly reportSample
01
What shipped

Approved page updates are live.

02
What we learned

Product details need a review.

03
What happens next

Confirm the next priority pages.

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Plain-English reporting

Clicks, rankings and revenue, explained in words you can act on, instead of a wall of charts about how often you were seen (impression charts.

Your data. Your view.Sample
Organic search
StartMidpointNow
Sample report preview↗
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Reports on demand

Ask for any cut of the data whenever you need it and get it, no waiting for the end of the month.

Every step, visibleSample
  1. ✓
    Proposed

    Softscotch prepares the change.

  2. ✓
    Approved

    Your team gives the go-ahead.

  3. ✓
    Published

    Checked live and recorded.

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Ethical, transparent, always on

One accountable team, strictly white-hat (only methods search engines and platforms allow), no shortcuts and no surprises. Support whenever you need it.

One plan, full-stack access

One Softscotch plan gives you access to the full service stack, coordinated around your priorities.

You do not need a separate agency or retainer for every channel. Your plan can draw from search, paid media, web, ecommerce, outreach, automation, lead generation, messaging, content, creative and operations. The agreed scope sets what is active, in what order and at what capacity.

Pricing approach

One price for everything, not a stack of separate retainers.

You get one price for your whole marketing, not a separate retainer for every service. SEO, paid ads, your website, automations, cold email and newsletters, we run all of it as a single scope, so you get the most result for what you pay. Agencies sell each of these on its own, so the invoice climbs whether or not that line drives a single lead.

Bought separately, service by service

A different agency or retainer for each service. The bill stacks up fast, and keeps climbing whether or not each one moves a single lead.

SEO (technical, on-page, content)$2,000–3,500/mo
Local SEO+$750–1,500/mo
Programmatic SEO+$1,000–2,500/mo
CRO & landing pages+$2,000–3,500/mo
Paid ads (Google & Meta)+$2,500–4,000/mo
Marketing automations+$1,500–3,000/mo
Cold email outreach+$1,500–2,500/mo
Email marketing & newsletters+$750–1,500/mo
Website management & care+$750–1,500/mo
WordPress build & setup+$2,500–6,000 once
10 separate services$12,750–23,500/mo

Plus the one-off build, and a fresh contract, kickoff and onboarding delay for every new service you add.

All of it, one scope

We run your whole marketing as one engagement, so you get the most result for what you pay, not a pile of disconnected invoices.

  • SEO: technical, on-page, content, local and AI search
  • Template-built pages (programmatic SEO), links from other websites (backlinks) and authority
  • CRO and landing pages
  • Paid ads across Google and Meta
  • Automations, cold email and newsletters
  • WordPress build, setup and ongoing care
  • One team, one roadmap and one point of contact
  • Reporting tied to qualified leads and revenue
Everything above. One flat monthly fee.A fraction of the cost of the stack on the left
Plus free access to our own platforms
Post InstantlyVerified WidgetsTrending FunnelsBrands for CreatorsDarnItSEOGoHighLevel

Priced to your site after the audit. No sticker price, and no per-service creep.

What shapes your quote
Site sizePage count, templates and how much of the site actually needs work.
Market competitionHow hard the terms you want to win are, and who you are up against.
Content needsHow much new writing, rewriting and production the plan calls for.
Build complexityYour website platform (CMS, the system you edit your site in), your other tools and how involved the changes are to make.
Final pricing comes after the audit, once we have seen the four things above on your actual site. You get a written scope and a fixed quote before any work begins: no lock-in, no surprise line items, and no upfront number that ignores your market.
Request a custom scope
Questions, answered

Klaviyo agency FAQs: what to know before you hire us.

These answers cover fit, what's included, Shopify, flows, permission to contact, contact limits, duplicate customer records, testing, sales credit, reaching the inbox, content, access, timing and outside costs.

Filter
What is included in Klaviyo Services?

The main work can include reviewing your account and costs, checking customer data and connected systems, permission to contact, sign-up forms, audiences, automated flows, campaigns, templates, email and SMS rules, tests, routine sending checks, reporting and training for your team. Your proposal names exactly how deep the audit goes, how many flows and campaigns are included, markets, channels, review rounds, what we need from you, outside costs and what's not included.

Who is a good fit for managed Klaviyo services?

You're a good fit if customers buy from you more than once or move through clear stages, you have an audience you're legally allowed to contact, useful data, clear offers, access to the platform and people who can approve business rules and content. If those foundations aren't safe yet, we may recommend fixing them first.

Is Klaviyo only suitable for ecommerce brands?

No. Klaviyo can use custom tracked actions and customer data for other kinds of customer journey, but its online store connections and product catalog features make it especially popular with online shops. We first check whether your business actions, permissions and day-to-day needs fit the platform.

Do you integrate Klaviyo with Shopify?

Yes, when it's included. We check how customer records, orders, permission, actions on your website, the catalog and market or language settings sync, then test key actions, products, variants, links and which system wins when data clashes. Changes to your website code or a custom app may need a separate developer.

Which Klaviyo flows do you build?

The approved plan may include welcome, browse abandonment, abandoned cart, abandoned checkout, after-purchase, review request, related product, reorder reminder, loyalty, VIP, win-back, re-engagement and customer service flows. We don't install every possible flow when the starting action, data, customer need or the money involved doesn't support it.

Will you remove our existing flows, campaigns or templates?

We never remove something useful just to make the account look tidy. We list what exists, mark each item as keep, fix, test, replace, pause or retire, and write down how a big change will affect people waiting partway through a flow before we make it.

Does email consent let us send SMS in Klaviyo?

No. Permission for each channel is separate. We set up the approved permission and blocking rules, but your business and your own qualified lawyer stay responsible for your legal basis for contacting people, the wording shown to them, which laws apply and final approval.

What is the difference between trigger filters and profile filters?

Trigger filters limit which actions (or custom data records) can start a flow, based on details of that action. Profile filters use details about the customer or their past behavior, and Klaviyo can check them again before each step that sends or does something. Repeat-entry settings and filters on single messages are extra controls, so we test each one separately.

Is Klaviyo Smart Sending enough to prevent over-messaging?

Not on its own. Smart Sending skips people who were messaged recently, but email, SMS and push notifications each have their own separate window, and quiet hours work in their own way. We set one priority and contact-limit rule per customer across the relevant campaigns and flows, with approved exceptions for essential messages such as order updates.

Can you fix duplicate Klaviyo profiles?

We can find out why duplicates happen by looking at ID patterns and how your other systems behave, and merge records carefully case by case. Fixing them at large scale depends on your other systems, the effects of merging, data connection limits and an approved rule for matching customers. Some mistakes with outside IDs can't be fixed safely with a simple bulk merge.

Do you improve product data for Klaviyo personalization?

We check your catalog, product and variant IDs, market and language details, stock, price, images and links. We can specify the extra product fields and backup content you'll need, while large-scale improvement of product data at the source, or PIM (product information system) work, is quoted separately.

Do you run A/B tests and flow holdouts?

Yes, where you have enough volume and the risk is worth it to reach a decision. Each test sets one main question, how the audience is split, who sees what, the measurement period, safety limits and when to stop. Klaviyo currently requires at least 400,000 total profiles (customer records) for its global holdout feature, which holds a group back from all marketing for comparison, and recommends running it for about three months. Smaller accounts may support narrower comparisons, but we never promise a holdout before checking volume, the risk of groups mixing and the sales you might give up.

How do you measure Klaviyo revenue?

We keep a record of Klaviyo's credit (attribution) settings and report credited results along with their limits. Where we have access, we match placed orders against cancellations, returns, refunds, discounts and other agreed quality or profit figures. We never present Klaviyo's credited revenue as proof of extra sales.

Do you guarantee inbox placement or deliverability?

No. We can check your routine Klaviyo sending setup and watch delivery, engagement, bounces, spam complaints and blocked contacts. A new marketing sending domain may need warming up (slowly increasing volume so inboxes learn to trust it), and DNS changes can take time to take effect. Ongoing fixes to email authentication, warming or sender reputation belong in a dedicated Email Deliverability program, and no provider can guarantee your emails reach the inbox.

Are copywriting and email design included?

They can be included up to an agreed number of messages. Your proposal states who owns strategy, copy, design, translation, approvals and original files. Larger brand development, photography, illustration or production outside the agreed templates stays separate.

When will we receive the first useful plan and first approved change?

We usually aim to deliver the fit, risk and cost plan within 3 to 5 business days once we have the relevant accounts, plan details, owners of your other systems and the people who make decisions. For a focused account with usable data, approved permission, ready content and a safe sending setup, we commonly aim to deliver the first approved fix, or the most important flow or campaign, within 1 to 2 weeks. Cleaning up duplicate customer records, connecting systems, legal or design review, DNS, warming up a sender, people waiting mid-flow and slow approvals can take longer. These are planning ranges, not fixed delivery promises.

What access do you need?

Usually Klaviyo, plus the relevant online store, CRM, website, analytics, DNS, cookie consent, catalog and sales data sources. We ask only for the access we need, name the owner and end date for each login, and we will never present missing evidence as if it had been checked.

What costs sit outside the Klaviyo service fee?

Klaviyo's profile-based email plans, SMS and other text message spend, short-code or phone number charges, paid analytics or data add-ons, outside testing and inbox delivery tools, custom system connections, data warehouse or storage use, DNS or sender fixes, translation, design work beyond the agreed volume and other specialists are all separate unless listed in your proposal. The proposal states the number of billable profiles we've assumed, email volume, the countries you text and the type of phone number, which licenses are included, likely extra charges and who owns the account and its renewal.

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