The questions worth asking a new agency

That’s the right question, and the honest answer is that you shouldn’t take it on faith. So we’ve removed as much of the risk as we can: the audit is free and yours to keep, the retainer is month to month with 30 days’ notice, and campaigns start going out in week two so you see the channel move before the full build is done. Judge us on the audit — it’s a real piece of work, and it will tell you plainly if you don’t need us yet. [FOUNDER BACKGROUND — replace this bracket with the founder’s actual track record; it is the most load-bearing sentence on the site.]

We go through your Klaviyo account — flows, segments, sending setup, list health — and your store, then write up the three highest-value gaps with the specific fix for each. It’s a document you keep. The catch is the obvious one: we hope it’s good enough that you hire us. But it’s written to be useful on its own, and if the honest conclusion is that you should fix two things yourself and revisit in six months, that’s what it will say.

Campaigns start in week two. Core flows — welcome, cart, checkout, browse abandonment — are live by the end of week three. The full program is typically running by week five or six. Deliverability work starts on day one regardless, because authentication changes need time to season before you lean on them.

Yes, with a caveat worth stating plainly: SMS churns lists fast when it’s used for routine promotion. We use it where the intent is high and the message is genuinely time-sensitive — abandoned checkout, back-in-stock, a real launch — and we keep it off everything else. A short high-consent SMS list is worth considerably more than a large one that’s opting out.

Everything is built inside your Klaviyo account, which you own. Flows, templates, segments and documentation stay with you. There is no proprietary layer to lose access to and nothing to migrate out of. Give 30 days’ notice and you keep the whole program.

No, and be wary of anyone who does — outcomes depend on your product, margin, list and traffic as much as on the email. What we will commit to is the work itself: what gets built, when it ships, and a written report every week showing what it did. If the program isn’t earning its fee, the month-to-month terms exist so you can act on that.

Klaviyo, primarily — it’s where the segmentation and the ecommerce integrations are strongest, and going deep on one platform beats being average on five. If you’re on Mailchimp, Omnisend or Attentive and want to move, migration is part of onboarding rather than a separate charge.

Apple’s Mail Privacy Protection made open rate close to meaningless as a performance metric, so we don’t lead with it. Reporting is revenue per recipient, placed order rate, flow-attributed revenue, list growth and complaint rate. Open rate still appears — it’s useful as a deliverability signal — but it isn’t the number we’re steering by.