Understanding the Customer Hub overview dashboard
You will learn
Learn how to use the Customer Hub overview dashboard to analyze how your shoppers are engaging with Customer Hub and measure its impact. This guide will help you interpret the metrics on the Customer Hub dashboard.
Customer Hub for Shopify currently supports standard storefronts and Shopify Headless. For WooCommerce, navigate to https://help.klaviyo.com/hc/en-us/articles/47792369863451
For feedback about Customer Hub functionality, email customerhub@klaviyo.com.
Before you begin
This guide breaks down the data that displays on the Customer Hub dashboard in Klaviyo. You must have the Customer Hub feature enabled to access this dashboard.
If you prefer to have your key metrics delivered to your inbox, set up performance digest emails.
Learn more about Customer Hub.
About the Customer Hub dashboard
Your Customer Hub overview dashboard in Klaviyo provides a summary of how site visitors are interacting with your Customer Hub. The metrics on this dashboard can also give you a better understanding of how Customer Hub is contributing to your revenue and conversion goals.
To view your Customer Hub overview dashboard, navigate to the Customer Hub tab in Klaviyo, then select Overview in the left-hand menu.
The following sections display on the Customer Hub dashboard:
- Overview
A summary of key Customer Hub metrics showing how customers interact with their accounts and allowing you to assess engagement with Customer Hub - Service interactions
A chart displaying a breakdown of self-service support interactions your customers initiated within Customer Hub - Average order value
A graph of completed account checkouts and their average cart value over a specified time period - Content Blocks
A table displaying your content blocks with their total clicks and click through rate - Favorites
A summary of how customers engage with your products through Favorites and the revenue impact of the Favorites extension.
Use the Time period selector above the Overview section to choose a date range and comparison period for which all the metrics will display. Note that dates are inclusive; if today is February 1 and you choose Last 7 days, your metrics will reflect activity from February 1 through February 7, inclusive of the current date.
Note that data will not appear in these sections if the Customer Hub feature is not yet live on your website. If Customer Hub is disabled after it has been live and collected data, the existing data will remain but new data will not be collected until Customer Hub is live again.
Overview section
The Overview section shows 4 key Customer Hub metrics that can help you understand Customer Hub's effect on engagement and revenue:
- Total accounts
The total number of customers who have created an account with your brand since launch. - Service interactions
The total amount of self-service interactions users took on Customer Hub, including tracking orders, getting help, etc., within the selected time period. - Active accounts
This includes the number of accounts that have opened Customer Hub within the selected time period. - Revenue generated
The total revenue attributed to Customer Hub when a customer interacts with a product or a reward in Customer Hub and completes a purchase within 1 day. Revenue is included if:- A customer clicks a product displayed in Customer Hub and buys that product within 1 day.
- A customer adds a product to their cart from Customer Hub and buys that product within 1 day.
- A customer clicks the “Buy again” button on an order summary page in Customer Hub and places an order for that product within 1 day.
If a purchase happens more than 1 day after the interaction, or if the product wasn’t interacted with in Customer Hub, revenue from the order is not attributed to Customer Hub.
Klaviyo will also display percent change from the previous period for Service interactions, Active accounts, and Revenue generated. A positive percent change shows in green text, while negative percent change shows in red text.
Additionally, you can click View report to view the Ordered product metric page filtered to show revenue attributed to Customer Hub.
Revenue
The revenue section shows how your Customer Hub has been generating revenue for your business.
Customer Hub uses a simple last-click, 24-hour attribution model. This means if a shopper clicks on a product within Customer Hub, or directly adds a product to cart within Customer Hub, and then completes the order within 24 hours, the revenue from that specific product (not the entire order) will be attributed to Customer Hub. Since Customer Hub does not directly bring in new traffic to your site, revenue attributed to Customer Hub is not included in Klaviyo attributed revenue. This avoids double-counting while allowing you to get an idea of how much incremental sale Customer Hub influenced for you.
Revenue is displayed over time and broken down by source:
Service interactions
The Service interactions section shows how many self-service support interactions your customers have taken from the Customer Hub interface on your site. This information helps you understand which self-service options are most important to your customers so you can improve their experience and save your support team time.
Each service interaction is linked to a corresponding event in Klaviyo and is tallied each time a user performs that specific action. For instance, an Orders tracked event is recorded when a customer tracks their order using Customer Hub. Tracked service interactions include:
- Orders tracked
- Returns started
- Coupons applied
- Clicks on the help buttons
- Web chat conversations started
Average order value
The Average order value section displays the average order value for customers who used their customer accounts during checkout, including the specific amount and percent change, so you can analyze the impact of signed-in shopping.
Additionally, this section features a graph so you can track customer spending trends over time by showing the average cart value in completed checkouts from signed-in customers.
Content block analytics
The content block analytics section helps you understand how customers engage with your content blocks, which is a powerful and customizable way to engage your customers. Learn more about content blocks.
- Block name
- Shows the internal name of the block, which is configured in the Design page of Customer Hub when you add a new content block. This name is internal-only and cannot be changed in order to preserve continuity in reporting even when you edit the content.
- Total clicks
- Shows the total number of clicks on the block in the selected time period.
- Click through rate
- Shows the percentage of customers who click the content block after seeing it. Note that more targeted content blocks are shown to fewer visitors, and hence have higher click through rates, similar to more targeted email and SMS sends.
Favorites analytics
The Favorites Analytics section helps you understand how customers engage with your products through Favorites and the revenue impact of the Favorites extension.
- Active Favorites Accounts
View the number of accounts actively using Favorites, with period-over-period trends to track adoption. - Revenue Attributed to Favorites
See the total revenue generated from customers who have engaged with favorited products, including trend indicators comparing to the previous period. - Top Favorited Products
A table showing your most favorited products, including product images and names. This helps you identify which items resonate most with customers and may inform inventory, marketing, or merchandising decisions.Next steps
What to do if your data seems stagnant
If your data seems stagnant, it may indicate that customers are not logging in or fully understanding the benefits of accessing your Customer Hub interface. This can hinder your ability to personalize experiences and encourage repeat business.
To encourage your site visitors to engage with their accounts, try the following strategies:
- Re-engage inactive customers
- Send targeted emails or SMS messages using to reconnect with customers who haven't logged in recently. You can build a segment using the Customer Hub login metric. Note that you can view all metrics relating to Customer Hub on the metrics page in Klaviyo to inform your messaging strategy.
- Send targeted emails or SMS messages using to reconnect with customers who haven't logged in recently. You can build a segment using the Customer Hub login metric. Note that you can view all metrics relating to Customer Hub on the metrics page in Klaviyo to inform your messaging strategy.
- Increase customer engagement and incentivize log-ins:
- Create content blocks to display in your Customer Hub interface that promote exclusive benefits for members, such as early access to sales or information about your rewards program.
- Show product recommendations to shoppers in the Customer Hub interface for an additional layer of personalization.
Additional resources
- Getting started with Customer Hub on Shopify
Learn about Customer Hub, a unique personalized experience for online store visitors that guides them from product discovery through purchase and post-purchase support.
- How to display product recommendations in Customer Hub
Learn how to display personalized product recommendations in the Customer Hub drawer to tailor shopping experiences for your customers and drive conversions. By showing products that appeal to customers, you can improve conversion rates and provide cross-sell opportunities to increase average order value.
- Getting started with flows
Learn how to use flows, also known as automations or drip campaigns, in Klaviyo for personalized and automated communications to your customers, and learn how to set your first flow live.