What is the Customers area?

Every customer profile from Klaviyo, with what they have spent, what they are likely to spend and their risk of leaving, beside your outreach.

Customers is the area of the menu that holds the people you sell to. It has two rows: Customers › Customers, a searchable list of every profile in your Klaviyo account, and Customers › Outreach, the shared list of everything the shop owes a customer. Clicking the area name opens the customer list.

Fairgreen Golf Co. has around fifty thousand profiles in that list. The point of the screen is finding the few hundred that matter this week.

Your workspace may use its own word for this; Settings › Terminology shows both.

What do you see for each person?

The list shows every Klaviyo profile, including people who have subscribed but not yet bought. Contacts your team adds through outreach are listed too. Each row gives their name and email, Tier, Phone, Total CLV, Churn and Last seen.

Click a name and their panel opens with the rest.

Total CLV, Historic CLV and Predicted CLV. CLV is customer lifetime value: Historic is what they have spent, Predicted is what Klaviyo forecasts they will spend, and Total is both together.
A value tier: VIP, High, Mid or New, banded from their Total CLV.
Churn probability: Klaviyo's estimate of the chance they stop buying.
Their average order value, average days between orders and an expected next order date.
Their recent orders, their loyalty status when Klaviyo has one, and any note your team left on them in Shopify.

Why keep your customers in Tideswell?

Because "who should we call" is a question with an answer, and that answer usually lives in a marketing tool nobody outside marketing opens.

Here, a customer's history sits beside the order that went wrong and the outreach somebody owes them. Logging outreach for a new caller adds them as a contact, and an existing customer's missing phone number gets filled in rather than overwritten.

When would you use it?

Before a call. Look somebody up so you know whether you are talking to a first-time buyer or your best customer. See How to find a customer and read their history.
To build a list worth acting on. Your highest-value customers, or the ones most likely to leave, filtered to a region. See How to build a list of your best or most at-risk customers.
To check who placed an order. Clicking a customer's name on a recent order on Selling › Analytics opens the same panel. See How to look up orders and check your fulfilment backlog.
To work through what the shop owes people. Every call, email or text somebody promised a customer lives in Customers › Outreach, where anyone can pick one up. See How to log and work through outreach.

When should you use something else?

Use Klaviyo for segments, flows and campaigns. Tideswell reads customer details from Klaviyo, so change a customer's details there and the change arrives here with the nightly sync.

To see how your Klaviyo segments are growing or shrinking, and which flows are live, ask the Agent. Email & SMS check, under Digests in the Agent's + › Saved prompts menu, is a ready-made question about your flows and segments. See How to ask about stock, suppliers and marketing.

What has to be connected?

Klaviyo, in Settings › Integrations. Until it is, the list shows a prompt to connect it rather than an empty table, and How to connect Klaviyo walks through it.

The Customers module also has to be on in Settings › Modules. Shopify is needed for the recent orders and the Shopify notes on a customer's panel.

Where to go next

Read How to find a customer and read their history first: it covers searching and reading one person's history. Then How to build a list of your best or most at-risk customers for the filters, the sort and sharing a list with a colleague.

How to log and work through outreach covers logging outreach, claiming it and closing it with a note.