Kustomer CRM Setup for Shopify

Handling support in Kustomer and switching to Shopify to look up every order? We connect Kustomer to your Shopify stores so each customer timeline shows orders and purchase history, agents can issue refunds, cancellations and address changes from the ticket, and Kustomer chat is live on your storefront.

Book a Discovery Call Our Work

16+

Years in business

500+

Projects Delivered

65+

Team Members

98%

Client Retention

Storefront chat

Kustomer chat live on your storefront

We add Kustomer chat to your Shopify storefront, so shoppers can start a conversation from the page they are on. Agents pick it up in Kustomer with the same order and purchase history they see on the customer timeline.

Custom objects

Warranties and subscriptions on the timeline

Shopify does not hold everything agents need, such as warranties or subscriptions. We create Kustomer custom objects for them and show them next to each order on the customer timeline.

Taking Cara Babies

Support tickets tagged by class purchased

For Taking Cara Babies we created a Help Scout integration that tags each customer by the classes they bought, so agents see that context on every ticket. We set up Kustomer with the same kind of Shopify order context on each conversation.

Order timeline

Shopify orders inside every conversation

We connect Kustomer to Shopify so agents see orders, tracking and returns on the customer's timeline without opening the Shopify admin. We then add the order actions your agents use most, such as refunds and address changes.

Since partnering with Shero Commerce, our eCommerce revenue has grown by 200%. Their support and solutions have been game changers for our business.

James McKenna, Senior Commerce and CX Manager, STX

What Kustomer does and when to choose it

Kustomer is right for mid-market and enterprise teams with high support volume across multiple channels where agents need full customer context across every conversation. It is not right for small teams or Shopify-only brands where Gorgias covers the same requirements. Kustomer prices on custom quotes.

Kustomer installation and Shopify order data connection to the customer timeline
Omnichannel inbox configuration: email, chat, SMS, voice, and social
AI Agent for Customers setup for autonomous resolution of common queries
AI Agent for Reps setup for agent-assist and response drafting
Workflow automation configuration for routing, escalation, and SLA management
Migration from Gorgias or Zendesk with conversation history preserved

Compared on	Shero Commerce	Setting up Kustomer yourself	A Kustomer freelancer	Your CX operations lead
Every order and return on the customer timeline	We put Shopify orders, returns and notes on the Kustomer timeline.	Order data shows per the app's settings.	Maps objects in Kustomer.	Uses what the app shows.
Custom objects for warranties or subscriptions	We create Kustomer custom objects for warranties or subscriptions.	Custom objects need planning.	Strong on objects if experienced.	Needs admin help.
Routing VIP buyers to senior agents	We route repeat and high value buyers to senior agents.	Workflow editor; you set the rules.	Sets up workflows.	Routes by hand at busy times.
Voice and SMS in the same conversation	We connect voice and SMS so agents see one conversation.	Channels added one by one.	Connects channels.	Switches between tools.
How you pay	Paid discovery, then an accurate estimate.	Kustomer seats plus your time.	Hourly.	Salary.

Shero Commerce

Every order and return on the customer timeline We put Shopify orders, returns and notes on the Kustomer timeline.

Custom objects for warranties or subscriptions We create Kustomer custom objects for warranties or subscriptions.

Routing VIP buyers to senior agents We route repeat and high value buyers to senior agents.

Voice and SMS in the same conversation We connect voice and SMS so agents see one conversation.

How you pay Paid discovery, then an accurate estimate.

Compared with

Setting up Kustomer yourself

Every order and return on the customer timeline Order data shows per the app's settings.

Custom objects for warranties or subscriptions Custom objects need planning.

Routing VIP buyers to senior agents Workflow editor; you set the rules.

Voice and SMS in the same conversation Channels added one by one.

How you pay Kustomer seats plus your time.

A Kustomer freelancer

Every order and return on the customer timeline Maps objects in Kustomer.

Custom objects for warranties or subscriptions Strong on objects if experienced.

Routing VIP buyers to senior agents Sets up workflows.

Voice and SMS in the same conversation Connects channels.

How you pay Hourly.

Your CX operations lead

Every order and return on the customer timeline Uses what the app shows.

Custom objects for warranties or subscriptions Needs admin help.

Routing VIP buyers to senior agents Routes by hand at busy times.

Voice and SMS in the same conversation Switches between tools.

How you pay Salary.

01

Shopify order data connected to the Kustomer customer timeline

Kustomer pulls Shopify order history, subscription status, and customer data into a single timeline per customer. Agents see every order, every conversation, and every event in one view without switching tools. Shero configures the Shopify connection and validates that order data is populating the timeline correctly before the team starts using it.

02

AI Agent for Customers configured to resolve common queries without a human

Kustomer's AI Agent for Customers handles routine queries autonomously across chat and messaging channels: order status, return initiation, subscription changes, and account updates. Shero configures the AI agent's knowledge base and conversation flows before any live traffic reaches it, so the resolution rate is high from the first day.

03

AI Agent for Reps configured so agents handle complex issues faster

The AI Agent for Reps drafts replies, pulls up relevant knowledge base articles, and suggests next actions before the agent reads the ticket. Shero configures the context sources so the suggestions reflect the brand's actual policies and product catalog.

04

Workflow automations set up for routing, SLA, and escalation logic

Kustomer's workflow engine routes conversations by channel, intent, and customer tier, enforces SLAs, and escalates based on configurable rules. Shero documents and sets up the routing logic before go-live so conversations reach the right agent or queue from the first ticket.

05

Migration from Gorgias or Zendesk with conversation history preserved

Kustomer supports migration from Gorgias and Zendesk, transferring conversation history and open tickets. Shero manages the migration so there is no gap in support coverage. Both platforms stay live in parallel until handover is confirmed. This is part of the customer support platform migrations Shero handles for Shopify brands.

06

Kustomer versus Gorgias: CRM depth versus Shopify simplicity

Gorgias installs in minutes and is made for Shopify-focused support teams that need fast ticket resolution. Kustomer is quoted per team and made for brands that need full CRM context alongside their helpdesk. If the team is fewer than 10 agents and Shopify is the primary support driver, Gorgias is the right choice. See how Shero sets up Gorgias for Shopify brands.

Parenting education

Kajabiclasses bought on Shopify open the matching Kajabi course automatically

Help Scoutclass history synced to support records for every customer

Taking Cara BabiesShopify

Read the case study

Education and nonprofit

Dynamics 365customers, products, pricing, orders and events synced with the store

VitalSourcedigital course materials connected

CCL - Center for Creative LeadershipMagento

Read the case study

Baby Sleep Courses

Taking Cara Babies

Since 2013, Taking Cara Babies has helped parents build better sleep routines. With a custom CMS holding back growth and plans to sell physical products, they chose Shopify Plus and brought in Shero Commerce to handle a complex migration, unifying physical and digital sales on one platform.

Taking Cara Babies

Leadership Education

CCL - Center for Creative Leadership

Shero moved the Center for Creative Leadership, a global nonprofit, from iApps to Magento 2. We integrated Microsoft Dynamics 365 and VitalSource, set up international selling, and improved the store and checkout on every device.

CCL - Center for Creative Leadership

Musical Instruments

Alto Music

Alto Music, a longtime music retailer with loyal customers, collaborated with Shero to switch from Magento 2 to Shopify. They successfully maintained their popular Altobucks loyalty program while moving to a more user-friendly and cost-efficient platform. The transition ensured all loyalty benefits remained intact, and they achieved a 40% reduction in ongoing maintenance expenses.

Alto Music

Movie Theaters

Regal Cinemas

One of the largest cinema chains in the US, Regal Cinemas, partnered with Shero to migrate from Magento to Shopify, building a 100%Credit-based checkout logic replicated in a custom Shopify app, loyalty reward redemption, Vista Cloud integration, and automated corporate gifting workflows across two distinct eCommerce platforms. As a result, they achieved over 40% faster page load time.

Regal Cinemas

Set up right the first time

App problems usually come from a rushed install: missing data, theme conflicts and scripts that slow the store. We set it up, connect the data and check the speed.

Data connected
Customer, order and product data synced both ways with Shopify.
Theme ready
Widgets and blocks placed in your theme without breaking the layout.
Speed checked
Scripts reviewed so the app does not drag down Core Web Vitals.
Hand off
Your team trained on the settings that matter.

Setting up Kustomer on Shopify? Let's talk.

Book a Discovery Call

01

Discovery and timeline setup
We hold recorded discovery workshops on your channels and policies, then connect Kustomer to Shopify so orders and customer data appear on each timeline.
02

Channels inbox
We connect each support channel you use, like email and chat, to one Kustomer inbox.
03

AI agents
We set up Kustomer's AI agents on your policies, with Concierge for customers and Envoy for reps.
04

Routing rules
We set up automation rules for routing and escalation and test them with sample conversations.
05

Migration, UAT and launch
We move history and open tickets from Gorgias or Zendesk, your team signs off in UAT, and we keep the old tool until handover is confirmed.

Frequently asked questions.

Can't find what you're looking for? Reach out to our team.

01

What is Kustomer and when should a brand use it over Gorgias?

Kustomer organizes support around a unified customer timeline that shows every interaction, order, and event across all channels in one view. It is right for mid-market and enterprise brands with large support teams, high ticket volumes across multiple channels, and a need for CRM-depth customer context. Gorgias is the right choice for Shopify-focused teams under 10 agents where fast ticket resolution is the priority.

02

What happened with Kustomer and Meta?

03

What is Kustomer's pricing?

04

Does Kustomer integrate with Shopify?

05

How does Kustomer's AI work?

06

Can Shero migrate from Gorgias to Kustomer?

What our clients say.

We design experiences that make a difference. See what our clients have to say about working with us.

Justrite Safety Group

"The collaboration between us and Shero Commerce on the Justrite multi-store site went beyond what we had hoped for. They are a terrific partner to work with. Their team’s dedication to understanding our unique requirements and delivering a high-quality, customized solution has greatly enhanced our online presence. The new website not only showcases our products effectively but also streamlines the shopping experience for our customers. We couldn’t be happier with the results and look forward to working with Shero Commerce on future projects."

Douglas J. Stang

VP of eCommerce / Justrite Safety Group

STX

"Since partnering with Shero Commerce, our eCommerce revenue has grown by 200%. Their 24/7 support and innovative solutions have been game-changers for our business."

James McKenna

Senior Commerce & CX Manager / STX

Painful Pleasures

"Our journey from Magento to Shopify was riddled with complexities and challenges. With a vast catalog and intricate B2B logic, we needed expertise that could navigate through these intricacies. Shero Commerce was our beacon. They not only provided innovative solutions but also utilized their vast Magento knowledge to bridge gaps in Shopify’s native features. Now, our platform is seamless, our costs are reduced, and the headaches are a thing of the past. A heartfelt thank you to the Shero team!"

Patrick Rice

CEO / Painful Pleasures

Swag Golf

"We partnered with Shero for the SWAG site development. The dev was highly nuanced, specialized and complex. The Shero team went above and beyond. They were collaborative, organized and professional, consistently setting expectations clearly and usually exceeding them."

Matt Kaminsky

Co-founder & Managing Director / Swag Golf

And you?

Let's build something great together.

Ready to scale your eCommerce business? Tell us about your project and we'll get back to you within 24 hours.

Email

[email protected]

Locations

New York • London • Helsinki • Tirana

Kustomer CRM Setup for Shopify

What Kustomer does and when to choose it