Case Study: Harney & Sons achieves faster ticket resolution and higher AOV with Klaviyo

Harney & Sons increases AOV and accelerates ticket resolution with Klaviyo Service

Harney & Sons, the family-run tea brand selling 300+ varieties worldwide, faced a fragmented service and retention stack that made customer account experiences clunky and forced its team to juggle multiple tools. With Shopify customer accounts, separate rewards and wishlist tools, and disconnected support systems, the company needed a more integrated solution to improve both customer experience and internal efficiency.

Harney & Sons implemented Klaviyo Service, including Customer Hub, K:AI Customer Agent, and Helpdesk, to create a more dynamic on-site account experience and streamline support. With Klaviyo, the brand saw $120K+ in revenue from Customer Hub in its first quarter, 77% of product recommendation queries resolved by Customer Agent within 60 days, and a 25% reduction in average service ticket resolution time in 30 days with Helpdesk.

Harney & Sons

Emeric Harney

Director of Marketing