Klaviyo vs. SwagUp

Klaviyo is a leader in the space, but I might recommend it to a colleague for its price point. There are other options that are more affordable and provide most of the tools Klaviyo offers. I also think it can be complicated to use for a new user.

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In my experience, it was a horribly complicated process with an account manager, who takes things very personally in my opinion. SwagUp came highly recommended from some client-serving companies, who I believe, apparently, spend a lot of money with them. For a company that is supposed to help other companies wow their clients, I find their customer service is woefully lacking in my opinion. I believe “swag” doesn’t make up for the bad service. Not recommended because I believe I did not get the customer service or product fulfillment I expected when initially choosing this product, service, and company.

• Klaviyo's template builder is very intuitive yet straightforward enough that an inexperienced user can catch on quickly.
• Their flow builder is also quite intuitive and allows us to build intricate, highly targeted flows.
• I appreciate their built-in compliance warnings & checks as they apply to opt-out methods, SMS compliance, and overall deliverability.

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• Customer Services has gotten better.
• Platform is organized.
• Communication.

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• Needs more visible critical notifications as we once exceeded our monthly email limit right during the Black Friday campaign. The notification was not visible enough for us to catch it on time, as a result, some emails scheduled to be sent over the weekend were never sent
• Better library of dynamic values available for use inside emails

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• UX
• International shipping.

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Klaviyo is simply a great solution for e-com email marketing & customer relationship management:

1. User journey visibility: We can see our clients' customers on their individual user journeys (open email, site visits) to better understand and accommodate your customers.
2. Flow automation: Creating automated emails that follow up with new leads, those who abandoned carts, purchased.
3. Email design: So easy to use, and more friendly than some other visual builders that we've used.
4. Metrics visibility: We can see our clients' metrics very easily and adjust efforts accordingly.

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The only reason why I did not give it a 10/10 is that it cannot distinguish purchases that came through subscription recharges instead of purchases that were driven directly by email sends. Other than that, the automation qualities, design features, and segmentation options make this an incredible email platform, and I am very happy with it

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Their support is always quick and we have recurring meetings with our advisor. they were great when we first started at walking us through the platform and helping us understand how to do the overall setup. They also have a wide variety of articles that cover must issues in a very clear manner that will get you out of a predicament really fast.

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We have an active order in with SwagUp at this moment for $1400+, but the poor customer service, complicated process, the entitled attitude of their account manager who is on some sort of weird power trip, and the fact that our clients won't ever be receiving what we ordered makes that amount irrelevant in my opinion and experience. I feel like the time I wasted with their account manager was worth much more than what we spent with SwagUp. First of all, I’m not the type to be critical of anyone doing their job. People are busy, tech has issues, emails get lost, etc. in our digital world. It happens and true professionals who work online understand that. Unfortunately, in my opinion, there are employees who don’t get this and feel entitled to express their emotions freely. I believe that while this doesn’t harm them, it definitely harms the bottom line of the company. In my opinion, an angry and insulted client WILL spread the word about said company - which is precisely what I will do. Let's talk about this what I feel like is a completely unprofessional account manager first, because, in my opinion, this is the type of employee who causes companies to bleed revenue unless they are checked. The call was recorded, so whoever is in charge can feel free to review it for consistency. The purpose of my call was simple - to smooth out what I believe was a simple miscommunication. In my opinion, what should have been a simple process became stalled because the person who I feel like was an entitled account manager was more concerned with flexing his “client boundary” muscles than actually doing his job, which was taking care of the account. I believe that an account manager who gets upset and emotional because he didn’t receive a response to an email, and who can’t even disguise that fact on a zoom call, needs to fix it or work elsewhere. Because if he had this attitude with me, I feel like lord knows how many others of his accounts are receiving the same treatment. During my experience, here are a few statements I believe he made on the call: -I believe he talked about how my business was “not the type of clients SwagUp wants to work with”… -I believe he complained out how it was “unfair” it was to bring up their January 18th delay. -I believe he asked, “what sort of company we run” (because an email was missed - even though from my understanding from SwagUp, communication is encouraged mainly through their portal). -I believe he proceeded to talk about “how busy” he was and had other people to talk to, while he was on the call with me, a paying client. -I believe he also complained about third-party vendors and stated that they (SwagUp) don’t even want to have third-party materials sent to them (which to me, is confusing as a customer, because then why on earth do you even allow it through your product and service?) -I believe he denied that the company had anything to do with “fulfillment” and then proceeded to try to explain what sort of company SwagUp was. Nevermind that when our order was delayed the email literally started with (what I believe is a copy and pasted message) “You are receiving this message because we've been notified that your order is experiencing a longer than normal fulfillment timeline.” -During my experience, after what I feel like was him constantly implying that our company was incompetent because we missed an email, he proceeded to give what I felt like was a half-hearted “apology” and state that “he hopes we consider SwagUp in the future”. After all of this happened during my experience with them, I informed him that we would not based on what I felt like was his horrible customer service to me, and guess what Mr. Emotional Customer Service does? I believe he ended the call by saying, “Well, the feeling is mutual”. With all of that personal customer service experience I had out of the way, here’s the context of our experience using SwagUp: We began the process with SwagUp on November 29th. Mockups were completed and approved on December 28th. In the meantime, we had originally wanted to add a third-party item to our order, so they linked us up with an account executive. Throughout the process, the account executive was adamant that we use the SwagUp dashboard to stay informed of the progress of our materials and order. In my opinion, based on my experience there with the account executive, the implication was that everything could be one on there (SwagUp dashboard). The problem, in my opinion, is (and now I know) that it can’t. On January 18th, our order was delayed. The message I believe we received was: “We know you and your recipients are looking forward to receiving your custom swag and understand the frustration of missing holiday expectations. We appreciate your patience, apologize for the inconvenience, and look forward to getting you your order as soon as possible.” No complaints on our part for that. On the 20th, our account manager reached out to ask about the third-party material we requested to be included. Unfortunately, on our part, due to a personnel change, the email thread was archived. Nevertheless, we were informed it was shipped to their warehouse. However, at this time on their online portal (SwagUp dashboard), where we were previously constantly encouraged to check for updates, there was nothing to see in my opinion. I couldn't find any new updates or any new information. As far as we knew at that point, our order was still delayed. Bear in mind that at this point in our experience, we had paid our invoice and were assuming that SwagUp still had logistics problems due to COVID and other factors mentioned in their email. On February 16th, I believe the account manager emailed to state that due to lack of responsiveness, they were going to go ahead and pack the packages without the third-party material we had requested. I believe we did not hear back from SwagUp till February 21st when were informed that our order was ready to ship. This is when my customer service experience began, which was when the account manager was called and I believe his entire attitude was based around being upset that his emails were not responded to. In my experience, he kept repeating that under no circumstances would they place our requested material in the boxes - never mind that I didn’t even call about that. I never asked, but during our call, it seemed like to me that he got some sort of kick out of explaining how their process worked and why he would send the boxes back, which was information that I had no interest in hearing because I didn’t call about any of that. It seemed to me that he wasn't informed that SwagUp had delayed the process and that we received no feedback from their portal, which I feel like they heavily push. The craziest part, in my opinion, was that at the end of everything, he STILL redirected us to the portal to fill out everything else. I recommend SwagUp to listen up. This company (SwagUp) *looks* good as a brand. I understand that logistics is tough. This could have been a good experience - even just using your portal, but, in my opinion, there are two issues: 1) Your third-party fulfillment is clunky and 2) Your account managers (the human element) need to be better managed and trained based on my experience. Just because they had a poor experience with one client, I hope they don't treat all other clients with the disdain and disrespect that I feel like I experienced during my time using SwagUp. In my experience, we still paid for our product on time and fulfilled every aspect of the complicated process, despite a delay, which we never complained about. Even though we requested it, our third-party order will not even be included when it's shipped out to our clients – and we still had no complaints either. But, in my opinion, what we won’t put up with or will actively share is an employee that I believe is emotional, condescending, and acts like he owns the company towards clients.

Don't cut corners, do it right the first time, if you take your time to build everything the way you want it then it will run itself. The platform will help you increase revenue as long as you use the tools it provides. Don't be scared to ask questions, the support team will help you get to the next level

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Klaviyo's ability to really tackle the entire marketing contact ecosystem on one platform is what really won us over. The price for everything was competitive, not necessarily the cheapest but competitive, and the ability to see that data flow from every interaction was what was crucial to us. Additionally, Klaviyo is the core of our B2C business. We were not focused on anything other than how we interact with customers directly, and Klaviyo was a direct win for us. The one negative is Klaviyo's ability to work with our B2B side of our business, because it doesn't integrate with platforms like HubSpot. That is a massive downside, but the upside justified the investment.

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SwagUp has more options to order swag and items for the organization and is more user-friendly, the others are but SwagUp is easier to figure out on the first try!

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• Klaviyo brought our email channel to the top performing channel over Paid Ads several times (according to G Analytics), before Klaviyo Paid Ads were always top and the email channel struggled to even stay in 2nd place.
• Klaviyo did cost quite a bit more than our old email platform but the ROI was much higher so it paid for itself.
• Klaviyo implemented tools that allowed us to have a higher customer satisfaction with things like letting customers choose to receive less emails instead of unsubscribing.

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• Negative- The process takes too long, comes with delays, and based on my experience, involved a lot of miscommunication.
• Negative- In my experience, I believe the account manager was rude and entitled.
• Negative- In my opinion, employees may say one thing, but their automated portal proceeds at a different rate, so I feel like there is constantly conflicting information for the customer.