Case Study: Klaviyo achieves 5-minute first replies and 24/7 support with Assembled

Klaviyo reduces first response times by 91% while expanding global support coverage

Klaviyo, a SaaS company with a 200+ person support team, needed to scale customer support quickly as growth surged. With chat first response times over 60 minutes, limited coverage across UK and US offices, and a desire to offer priority support to enterprise customers, Klaviyo turned to Assembled’s Workforce Management product to improve scheduling and staffing.

Assembled helped Klaviyo implement workforce management in just weeks, giving the team better visibility into demand and queue management across chat and email. The results were significant: Klaviyo cut chat first response times by 91% to under 5 minutes, expanded to true 24/7 support with weekend teams and a Sydney location, and launched priority support for top customers.

Klaviyo

Rick Franke

VP of Global Support Services