Ministry of Supply drives 650+ self-serve support interactions with Klaviyo Customer Hub

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Ministry of Supply makes “scientifically better” officewear so comfortable, it feels like loungewear. The apparel brand’s founders met at MIT, and their engineer-led team uses cutting-edge technology to make their garments—like 3D printers and NASA’s temperature-regulating Phase Change Materials.

Ministry of Supply needs marketing technology as modern as their clothes—and they’ve long relied on Klaviyo.

Learn why Ministry of Supply leadership sees the Klaviyo CRM’s Customer Hub as “the future of shopping”

Challenge

For years, Ministry of Supply used Shopify for account management. That worked, but it wasn’t a perfect solution.

“Our account pages were very utilitarian,” explains Ministry of Supply CEO Aman Advani. “They were not bespoke to our brand in any way.”

Our account pages were very utilitarian. They were not bespoke to our brand in any way.

They also displayed as full web pages—so for a customer to view their account, they had to leave Ministry of Supply’s online store.

Ministry of Supply wanted a more sophisticated, on-brand customer account experience that complemented the shopping experience and showed account information beyond a static order history.

That meant they needed a new account management tool.

Solution

When the team heard about Klaviyo Customer Hub, they were hooked.

“I had no idea that Klaviyo could touch this part of our Shopify site, and with just 3 clicks,” Advani recalls. “I was blown away that Klaviyo could do this so well and so easily.”

Customer Hub displays a wide variety of account information in one place: the customer’s recently viewed items; their order history, with product-page links for convenient repurchasing; their order tracking information; personalized product recommendations, powered by Klaviyo AI; and more.

I had no idea that Klaviyo could touch this part our Shopify site, and with just 3 clicks. I was blown away that Klaviyo could do this so well and so easily.

Customers can see all that information while they shop, too. Customer Hub appears as a sidebar next to the ecommerce experience—and its look matches Ministry of Supply’s store branding, thanks to customizable visuals.

This helps the brand deflect support tickets and avoid needless churn. In the <4 months since starting with Customer Hub, Ministry of Supply account holders have performed 650+ self-serve support interactions, and Advani has seen fewer escalated support tickets from customers requesting “basic information.”

Strategy

Going forward, Ministry of Supply plans to use Customer Hub to create the seamless, personalized ecommerce experience modern consumers want.

“The most common things we see customers want in a bespoke shopping experience are details on what they got last time and what we think they should get this time,” Advani says. “With Klaviyo Customer Hub, they have one-click access to both of those things.”

Customer Hub’s product recommendations are already a useful cross-selling tool for Ministry of Supply, helping them lift a north star metric for the brand: revenue per session. They’ll continue optimizing their overall on-site shopping experience to boost this metric.

We see Klaviyo Customer Hub becoming what we think of as the future of shopping—a very curated one-to-one experience, unlike traditional ecomm, which is one to many. It’s not just our customer service tool—it’s one-to-one access to Ministry of Supply. That’s really powerful.

The team is adding new, personalized information to their Customer Hub pages, like return initiation options and, soon, dynamic FAQs.

With Customer Hub in Klaviyo’s B2C CRM, Ministry of Supply can personalize their messaging, too, segmenting their audience and triggering automations based on Customer Hub activity.

Advani sees the evolving Customer Hub boosting each customer’s confidence that Ministry of Supply has accurate, accessible data on their purchases and preferences.

“We see Klaviyo Customer Hub becoming what we think of as the future of shopping—a very curated one-to-one experience, unlike traditional ecomm, which is one to many,” Advani says. “It’s not just our customer service tool—it’s one-to-one access to Ministry of Supply. That’s really powerful.”