The email template editor is very flexible and allows you to do pretty much everything. The integration with BigCommerce is seamless; we frequently use both dynamic and static product blocks, and we barely encounter any issues. I am also very satisfied with the pre-set flow templates and the overall functionality of the flows. I particularly appreciate the AI feature that enables you to create segments and flows simply by describing what you need. The support team is always very helpful and provides quick solutions to any issues without any hassle.

What I like best about Klaviyo is its ability to segment our wholesale builder clients and trigger automated communications tied directly to material order and delivery milestones, which fits our lean 11–50 person building materials distribution team perfectly. At Horizon Building Supply Co, we serve dozens of local construction contractors, each managing active job sites with shifting lumber, concrete, and roofing material needs. Before Klaviyo, our sales and operations team relied on manual email drafts and sporadic phone check-ins to update clients on order status, backorder alerts, and upcoming delivery windows. Every time a third-party supplier delayed bulk shipments, one of our sales reps would spend hours individually messaging each affected contractor. We often missed updating smaller clients, leading to last-minute site delays and frustrated builder accounts. Since we have no dedicated in-house IT, we needed a marketing and customer communication platform we could configure ourselves without heavy technical support. Klaviyo’s custom event tracking is the feature I use most often. I set up webhook connections between our inventory tracking SaaS and Klaviyo, so the platform automatically detects key order events: order confirmation, warehouse picking start, freight dispatch, and delayed supplier shipments. For example, when a pallet of dimensional lumber is marked “dispatched” in our inventory system, Klaviyo instantly sends a branded email and SMS alert to the contractor client, including delivery window details and the freight driver’s contact information. If a supplier flags a cement backorder, the tool triggers a separate notification sequence that outlines revised lead times and alternative material options we can offer. This automation eliminates the manual email drafting and follow-up work that previously took our team 5–6 hours each week. The drag-and-drop email template builder saves me hours each week, letting me quickly tweak notification layouts for different material categories, without needing HTML coding support. I can duplicate templates for roofing, masonry, and framing supply orders, updating placeholders for product lead times and warehouse notes in minutes. The client segmentation engine is another daily workhorse. I group our builder customers by project type, annual order volume, and material preferences. Our high-volume commercial contractors get priority alert sequences, while smaller residential builders receive condensed, straightforward updates. Last quarter, I built a segment for clients who frequently order seasonal decking materials. Klaviyo let me schedule pre-season outreach, sharing stock availability and early pricing before our busy spring construction cycle. This proactive communication reduced rush order inquiries and smoothed our warehouse workload ahead of peak demand. An unexpected benefit we discovered is the built-in engagement analytics dashboard. Beyond standard open rates, we can see which builder clients consistently click delivery update links or reply to backorder notifications. This insight helps our sales team prioritize check-in calls. For instance, the dashboard showed one commercial contractor rarely opened automated shipment alerts, so our sales rep scheduled brief proactive phone updates for that account, preventing a costly miscommunication about a gravel delivery. Klaviyo does not replace our inventory or order processing tools, but it bridges the gap between our back-office supply chain data and our wholesale builder clients. For our small team without IT support, it removes repetitive manual messaging work, keeps contractors aligned on material delivery timelines, and helps us preserve customer trust when supplier disruptions occur mid-construction project.

I’m Karina Walsh, Customer Experience & Voice-of-Customer Program Lead at Gulf Coast Industrial Component Partners, a 114-person B2B industrial component distributor in Tampa, Florida. I manage our VoC program with CreateSurvey to collect NPS, CSAT and renewal-risk feedback, and I use Klaviyo to distribute post-purchase surveys, automate customer nurture communications, and segment audiences for our customer feedback cycles. I oversee respondent consent, PII retention and opt-out controls to maintain CCPA compliance for all US customer feedback data. My favorite feature is Klaviyo’s built-in AI Composer paired with its centralized sidebar navigation, which cuts roughly 6 hours each week spent drafting survey invitation emails, building customer audience segments, and auditing our automated feedback flows. The left-hand menu neatly organizes Composer, Campaigns, Flows, Audience, Analytics and Integrations, so I can jump between building survey outreach, reviewing customer profile data and checking send performance without switching to separate admin dashboards. The AI Composer panel on the right lets me draft survey invite copy, build targeted customer segments, and audit existing flow logic using natural language prompts, so I no longer need to jump to external AI tools to write B2B customer messaging. This unified workspace speeds up my quarterly VoC campaign setup significantly. The Audience and Flows modules are my daily workhorses for our customer feedback program. I build dynamic segments to target customers based on order date, product type and account renewal status, so I only send post-purchase surveys to relevant contacts. I connect Klaviyo to CreateSurvey via Zapier webhooks; once a customer completes a purchase, Klaviyo automatically triggers a timed survey invitation email. When respondents submit feedback through CreateSurvey, webhooks push those NPS and CSAT scores back into Klaviyo customer profiles. I can then segment at-risk accounts with low satisfaction scores and trigger follow-up outreach for our customer success team. Klaviyo’s profile-level consent tracking also keeps opt-in and opt-out status attached to each contact, which is critical for CCPA compliance when sending survey communications to our US customer base. An unexpected benefit I’ve discovered is how Klaviyo’s campaign activity logs simplify my VoC compliance reviews. Every survey send, open and unsubscribe event is tied to individual customer profiles, so I can quickly pull evidence to validate how we are using customer PII for feedback collection. Last quarter, we ran our largest annual NPS survey cycle. I used Composer to generate multiple email variants for different customer segments and tested messaging for new buyers vs long-term accounts. The platform’s built-in unsubscribe and preference center also removes manual opt-out management work, ensuring customers can easily opt out of survey communications as required under CCPA. I also use the analytics dashboard to track survey open rates and response volume, so I can adjust send timing to boost feedback response rates. Suggestions for the product team: Build native integration with CreateSurvey to sync survey responses and respondent consent data without Zapier webhooks. Add granular role permissions so contract stakeholders cannot export full customer contact lists containing PII. Expand audit logging to capture segment edits and survey campaign sends for CCPA evidence reviews. Add B2B industrial customer survey templates for post-order NPS and renewal-risk outreach. Improve duplicate profile matching to reduce redundant customer records when syncing VoC data. Overall, Klaviyo’s AI Composer, powerful audience segmentation and consent tracking streamline our end-to-end Voice-of-Customer program and help me manage customer feedback data within CCPA guidelines for our B2B industrial component business.