In the e-commerce world, the post-purchase phase is a crucial moment to build customer loyalty and strengthen their trust in your brand. How do you proactively keep your customers informed about the status of their orders? How do you turn every delivery update into an engagement opportunity? The integration between AfterShip and Klaviyo offers a comprehensive solution to these challenges.
This article thoroughly explores the many features of this strategic integration and guides you step-by-step through its implementation. Discover how this technological alliance can revolutionize your post-purchase communication and significantly improve the customer experience.
Why integrate AfterShip and Klaviyo?
Centralized tracking communications
One of the main benefits of this integration is the centralization of all your order and delivery tracking notifications into a single platform. By connecting AfterShip to Klaviyo, you can:
- Manage all your tracking-related communications (emails and SMS) from the Klaviyo interface
- Ensure visual consistency across your various marketing communications
- Gain complete visibility into customer engagement throughout the post-purchase journey
- Analyze the effectiveness of your tracking communications with Klaviyo's analytics tools
This centralization significantly simplifies the management of your communications while offering a more consistent experience for your customers.
Real-time notifications based on delivery statuses
The integration allows you to automatically trigger personalized notifications based on different order and delivery statuses. AfterShip detects status changes in real-time and instantly transmits this information to Klaviyo to trigger appropriate communications.
This proactive approach offers several advantages:
- Significant reduction in support requests related to order tracking
- Strengthening customer trust through transparent communication
- Improvement of the overall customer experience
- Reduction of post-purchase uncertainty
Advanced communication segmentation
Beyond simple status notifications, the integration allows you to segment your communications based on specific delivery-related criteria. You can:
- Create segments based on the carrier used
- Adapt your messages according to the destination country
- Personalize your communications based on estimated delivery times
- Design specific flows for delayed parcels or exceptional deliveries
This fine-tuned segmentation allows you to offer a truly personalized experience to each of your customers.
Setting up the AfterShip-Klaviyo integration
Setting up this integration is relatively simple and requires no particular technical skills. Here are the steps to follow:
Step 1: Connect your Klaviyo account to AfterShip
- Log in to your AfterShip account
- Go to the "Apps" or "Integrations" section
- Search for "Klaviyo" in the list of available applications
- Click "Install" or "Connect"
- If you have multiple stores, select the one you want to connect
- Make sure your Klaviyo and AfterShip accounts are connected to the same store
- You will be redirected to Klaviyo to authorize the connection
- Click "Authorize" to allow AfterShip access to your Klaviyo account
Step 2: Configure integration settings
Once the connection is established, you will need to configure some settings to optimize the integration:
- Define the timeframe for "stalled" metrics - defaults to 3 days
- Select the events you want AfterShip to send to Klaviyo
- Choose the contact information to synchronize (email, phone, or both)
- Validate your settings and save the configuration
Step 3: Verify the integration
To ensure the integration is working correctly:
- Go to the "Analytics" or "Metrics" section in your Klaviyo account
- Look for AfterShip metrics, such as "AfterShip: Delivery updates – In transit"
- Check the Activity Feed to verify that events are being transmitted
- Click "Show Details" to examine the data sent by AfterShip
If you see AfterShip metrics and events in the Activity Feed, your integration is working correctly.
Available metrics and triggers
The AfterShip-Klaviyo integration gives you access to a wide range of metrics and triggers for your communication flows. These metrics are organized into several categories:
Pre-shipment metrics
- AfterShip: Pre-ship – Order confirmation : Triggered when an order is confirmed
- AfterShip: Pre-ship – Fulfillment stalled : Alerts when an order is created but not shipped after X days
- AfterShip: Pre-ship – Fulfilled partial order : Indicates a partial shipment of the order
Delivery summary
- AfterShip: Delivery summary – All Items fulfilled : Notifies when all items in an order have been shipped
- AfterShip: Delivery summary – All Items Delivered : Alerts when all packages in a split order have been delivered
Delivery updates
- AfterShip: Delivery updates – Info received : Indicates that a package has been shipped and is ready for carrier pickup
- AfterShip: Delivery updates – In transit : Notifies that a package is in transit to the customer
- AfterShip: Delivery updates – Out for delivery : Alerts that a package is out for delivery
- AfterShip: Delivery updates – Available for pick up : Indicates that a package is available for pickup
- AfterShip: Delivery updates – Delivered : Notifies that a package has been delivered to its destination
Delivery exceptions
- AfterShip: Delivery exceptions – General exception : Alerts for a package in exception status
- AfterShip: Delivery exceptions – Returning to sender : Indicates that a package is being returned to the sender
- AfterShip: Delivery exceptions – Returned to sender : Notifies that a package has been returned to the sender
- AfterShip: Delivery exceptions – Failed attempt : Indicates an unsuccessful delivery attempt
- AfterShip: Delivery exceptions – Shipments stalled : Alerts for a package with no updates for X days
Estimated Delivery Date (EDD) related metrics
- AfterShip: EDD – Delivery anticipation : Notifies that a package is scheduled for delivery the next day
- AfterShip: EDD – EDD revised : Alerts when the estimated delivery date is changed
- AfterShip: EDD – EDD missed : Notifies when the estimated delivery date has passed
Creating custom communication flows
Once the integration is configured, you can create custom communication flows in Klaviyo using AfterShip metrics as triggers. Here's how:
Create a basic flow
- In Klaviyo, go to the "Flows" tab
- Click "Create Flow"
- Select "Create from Scratch"
- Choose an AfterShip metric as the flow trigger
- Configure trigger filters to precisely target relevant orders
- Add the desired communication steps (emails, SMS, etc.)
- Personalize your messages using order and delivery data
- Activate your flow
Using trigger filters
Trigger filters allow you to refine the scope of your flows to target only a specific subset of shipments. To configure a filter:
- In the flow editor, navigate to the "Trigger" tab
- Click "Trigger Filters"
- Choose the event you want to filter
- Define specific conditions (carrier, country, etc.)
Add a trigger split
A trigger split allows you to divide a flow into two distinct paths based on the filter applied to the trigger. To add a split:
- In the flow editor, navigate to the "Trigger" tab
- Drag "Trigger Split" from the left panel
- Select the event you want to use to split the flow
- Configure the conditions for each path
- Add specific steps to each path
Available fields for personalization
The AfterShip-Klaviyo integration gives you access to a multitude of fields you can use to personalize your communications. These fields are grouped into several categories:
Store-related fields
- Store name
- Store URL
Carrier-related fields
- Carrier name
- Carrier slug
- Carrier contact information
- Carrier website
- Carrier redirect URL
- Carrier tracking URL
Shipment-related fields
- Tracking number
- Shipment tracking URL
- Current shipment status
- Current shipment sub-status
- Delivery address
- Last location
- Last update time
- Last carrier message
- Estimated delivery date (multiple variants)
- Pickup location
- Signed by
- Carrier service type
- Note
- Number of packages
- Shipment date
- Collection date
- Delivery date
- Destination city, state, country, zip code
- Transit time
- Origin city, state, country, zip code
- Shipment weight
- Weight unit
- Shipment title
- Import source
Order-related fields
- Order number
- Order ID
- Order tags
- Order path URL
- Order tracking URL
- Order status page URL
- Order date
- Customer name
- Customer first name
- Customer email address
- Total number of shipments
- Order tags
Understanding "stalled" metrics
"Stalled" metrics are particularly useful for identifying orders or shipments that require special attention. Two main metrics are available:
FulfillmentStalled
This metric is triggered when an order remains unshipped for a specific duration (default 72 hours). It allows you to identify orders that might need follow-up with your logistics team.
ShipmentStalled
This metric is triggered when a shipment shows no updates for a specific duration, regardless of its current status. It allows you to identify potentially lost or stuck packages.
For both metrics, you can adjust the timeframe in the configuration settings:
- Go to the "Apps" or "Integrations" section in AfterShip
- Locate your Klaviyo integration
- Click "Settings"
- Modify the "Stalled timeframe" as needed
It's important to note that changes to this timeframe are not retroactive and only apply to new orders placed after the settings are updated.
Understanding trigger frequency
Most AfterShip metrics are triggered only once, but some can be triggered multiple times with a 24-hour frequency. These metrics include:
- AfterShip: Delivery updates – Out for delivery
- AfterShip: Delivery exceptions – General exception
- AfterShip: Delivery exceptions – Failed attempt
- AfterShip: EDD – Delivery anticipation
- AfterShip: EDD – EDD revised
- AfterShip: EDD – EDD missed
This functionality is particularly useful for situations requiring regular reminders or continuous attention.
Managing historical events
To ensure the relevance and timeliness of your communications, AfterShip does not transmit historical events older than 36-72 hours to Klaviyo, depending on the event type. This prevents your customers from receiving outdated notifications that could cause confusion.
For example, if a delivery event is transmitted to AfterShip by the carrier but occurred more than 72 hours ago, this event will not be transmitted to Klaviyo.
Practical applications of the AfterShip-Klaviyo integration
Beyond the technical aspects, let's explore some concrete applications of this integration to improve your customers' post-purchase experience.
1. Proactive management of delivery exceptions
Create a specific flow for delivery exceptions that:
- Immediately informs the customer of the problem encountered
- Suggests alternative solutions or next steps
- Reassures the customer that the situation is being handled
- Offers a direct communication channel for any questions
This proactive approach allows you to transform a potentially negative experience into a demonstration of your commitment to customer service.
2. Improved visibility of split shipments
For orders shipped in multiple packages, develop a flow that:
- Clearly explains to the customer that their order will be delivered in multiple parts
- Provides a summary of the items contained in each package
- Shares specific tracking information for each shipment
- Updates the customer when each package is delivered, with a summary of remaining deliveries
This clear communication significantly reduces support requests related to split orders.
3. Transforming delivery notifications into marketing opportunities
Use delivery notifications to enrich the customer experience by:
- Adding suggestions for products complementary to the one just delivered
- Sharing tips for product use or maintenance
- Encouraging sharing reviews or photos on social media
- Proposing a referral or loyalty program
This approach transforms a purely informational message into a driver of engagement and potentially additional conversion.
4. Creating an anticipation experience before delivery
Develop a specific flow for the day before delivery that:
- Generates excitement around the imminent delivery
- Provides practical information on receipt (delivery options, signature, etc.)
- Suggests ideas for using or showcasing the product
- Prepares the ground for a positive post-delivery experience
Tips for optimizing your tracking communications
To get the most out of this integration, follow these practical recommendations:
Balancing information and promotion
Your tracking emails must first and foremost fulfill their informative function. Promotion should remain secondary and contextual so as not to dilute the main message. Good practice consists of:
- Placing tracking information in a priority position
- Integrating subtle promotional elements at the bottom of the email
- Adapting promotional content to the shipping context
- Avoiding aggressive promotions that could distract attention
Personalizing according to delivery context
Adapt your tone and content according to the delivery situation:
- For standard delivery: informative and positive tone
- For early delivery: enthusiastic and appreciative tone
- For a delay: empathetic and solution-oriented tone
- For an exception: reassuring and proactive tone
Optimizing for mobile
The majority of customers will view your tracking notifications on mobile. Make sure that:
- Your templates are perfectly responsive
- Essential information is visible without scrolling
- Buttons and links are easily clickable on mobile
- Visuals adapt to different screen sizes
Continuous testing and optimization
As with any marketing strategy, continuous improvement is essential:
- Test different formulations for your email subject lines
- Compare several designs for your templates
- Experiment with the timing of your communications
- Analyze open, click, and conversion rates to identify best practices
Measuring the impact of your AfterShip-Klaviyo integration
To assess the effectiveness of your post-purchase communication strategy, monitor these key indicators:
Engagement metrics
- Open rate of tracking emails by delivery status
- Click-through rate on tracking links
- Engagement rate with additional content (guides, recommendations, etc.)
- Unsubscribe rate following tracking communications
Customer service metrics
- Number of "Where Is My Order?" (WISMO) requests
- Time spent by customer service on delivery-related questions
- Customer satisfaction rate regarding the delivery process
- Number of complaints related to a lack of delivery information
Commercial metrics
- Conversion rate of post-purchase communications into additional sales
- Value of orders generated by post-purchase flows
- Repeat purchase rate following tracking communications
- Impact on customer lifetime value (LTV)
Conclusion: A post-purchase experience that lives up to your brand
The integration between AfterShip and Klaviyo represents much more than a simple technical connection between two tools. It embodies a strategic approach where each step of the delivery journey becomes an opportunity for engagement and strengthening customer relationships.
By centralizing your tracking communications, personalizing them according to the specific context of each delivery, and transforming them into true vectors of engagement, you create a coherent and memorable post-purchase experience that reflects your brand's values.
In a commercial environment where acquiring new customers is becoming increasingly costly, this ability to maximize the value of each order and transform one-time buyers into loyal customers represents a significant competitive advantage.
The question is no longer whether you should implement this integration, but rather how to optimize it so that it becomes a central pillar of your customer experience strategy.
