Question · Q4 2025
Katy Keiser from Morgan Stanley asked for more visibility into the adoption and engagement trends of Klaviyo's service opportunity across SMB, mid-market, and enterprise cohorts, specifically if adoption skews more towards the agent side. She also asked about the embedded service contribution within the 2026 guidance.
Answer
Co-CEO Andrew Bialecki noted that Customer Agent adoption is seen across all customer segments, from entrepreneurs to enterprise, with two main adoption barriers being agent training and trust in response quality, which Klaviyo is addressing with product improvements. CFO Amanda Whalen stated that the 2026 guidance includes minimal contribution from service, viewing it as embedded upside due to its early product adoption cycle.
Ask follow-up questions
Fintool can predict 
KVYO's earnings beat/miss a week before the call