Case Study: Thirdlove reaches 15× SMS ROI on Klaviyo B2C CRM
Key results
The challenge
Thirdlove, a direct-to-consumer women's intimates brand expanding into wholesale, needed to replace its email provider. Adopting an omnichannel CRM that could unify customer signals became a top priority for the small team.
The solution
Thirdlove consolidated onto Klaviyo B2C CRM, adding SMS and Customer Hub to bring signals from its different platforms together and power self-service support and loyalty.
“Just the sheer ease of integration was a big thing for us, and where Klaviyo is going with AI bodes well for a small team like ours. Plus, Customer Hub has been driving meaningful revenue for us.”
LCLeanne ChanSenior Director of Growth and Retention, Thirdlove
The results, in context
In 2025, Klaviyo SMS delivered 15× ROI in the first half of the year. Customer Hub generated more than $200K in revenue and over 40,000 self-service interactions, and the loyalty point redemption rate reached an all-time high of 30%.