Slash Repetitive Support Tickets with Automated Video Onboarding
Is your support team drowning in a high volume of the same basic questions after every sale? Repetitive inquiries about product setup, initial usage, and key features are not just costly—they prevent your team from tackling complex issues and frustrate new customers, putting you at a higher risk of churn.
This playbook implements the 'E-commerce Power Onboarding' stack, a system that proactively educates your customers the moment they buy. Using the power of Klaviyo and the simplicity of Loom, you'll create automated email and SMS flows triggered by specific product purchases. Each flow delivers short, clear video tutorials that show customers exactly how to get started, answer their most common questions before they're asked, and create a premium post-purchase experience.
Expected Outcomes
- Dramatically reduce the volume of repetitive post-purchase support inquiries.
- Increase customer satisfaction and build loyalty with a seamless onboarding experience.
- Improve product adoption and reduce churn by proactively educating users.
- Free up your support team's time to focus on complex, high-value customer issues.
- Lower overall customer service costs while improving key success metrics.
Core Tools in This Stack
Klaviyo
Visit websiteKlaviyo is an intelligent marketing automation platform designed for e-commerce businesses. It unifies customer data to enable highly personalized marketing campaigns across email, SMS, and mobile push notifications, helping brands build stronger customer relationships and drive growth.
Key Features
- Unified Customer Data Platform (CDP)
- Email & SMS Marketing Automation
- Advanced Segmentation
- Pre-built Automation Flows (e.g., Abandoned Cart, Welcome Series)
- Personalization & Dynamic Content
- A/B Testing
- Performance Reporting & Analytics
- Deep E-commerce Integrations (Shopify, BigCommerce, etc.)
Ideal For
Company Size: Micro, Small, Medium, Large
Industries: Retail & E-commerce, Health & Wellness, Creative & Media, Business & Professional Services
Pricing
Model: Free, Tiered, Usage-Based
Tier: Mid-range
Ease of Use
Intermediate
Loom
Visit websiteLoom is an AI-powered video messaging platform for work that allows users to easily record their screen and camera, and instantly share the video with a link to get their message across and reduce meetings.
Key Features
- Screen and camera recording
- AI Suite (auto-titles, summaries, chapters, tasks)
- Instant sharing via link
- Viewer insights and analytics
- Interactive comments and emoji reactions
- Automated transcriptions and closed captions
- In-video Call-to-Action buttons
- Integrations with tools like Slack, Jira, and Notion
- Video drawing tool and mouse emphasis
- Enterprise-grade security and admin controls
Ideal For
Company Size: Micro, Small, Medium, Large
Industries: Technology & Software, Business & Professional Services, Retail & E-commerce, Creative & Media, Education & Non-Profit, Other
Pricing
Model: Free, Subscription, Custom/Enterprise
Tier: Mid-range
Ease of Use
Very easy
The Workflow
Integration Logic
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Klaviyo Deep Data for BigCommerce
This integration operates by using a pre-existing connection between BigCommerce and Klaviyo to fuel its logic. First, specific customer segments or event-based triggers are defined in Klaviyo (e.g., a customer enters a 'VIP' segment, or places an order over $500). When a customer meets these criteria, a Klaviyo flow is triggered. This flow sends a webhook or an API call to an integration platform (or a custom script). The platform then uses the Loom API to create a video recording task, pre-populated with the customer's details (name, email, order info). This prompts a team member to record a personal thank-you video. Once recorded, the video link can optionally be sent back to Klaviyo and stored as a custom property on the customer's profile for use in follow-up emails.
Slash Repetitive Support Tickets
Learn how automated video onboarding can free your support team and reduce costly customer churn.