Kustomer CRM Setup for Shopify

Support agents waste time hunting through separate email, chat, and SMS tools just to piece together one customer's story. Kustomer fixes this. It organizes support around the customer, not the ticket, so every interaction across email, chat, SMS, voice, and social attaches to one timeline alongside their Shopify order history. Shero connects Shopify, sets up the customer timeline, configures AI agents, and builds the workflow automations.

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16+

Years in business

500+

Projects Delivered

65+

Team Members

98%

Client Retention

600+

Customer-first brands using Kustomer

Kustomer is used by 600+ brands including Sweetgreen, Glossier, Vuori, and Cotopaxi. It is built for mid-market and enterprise teams handling high volumes of complex, multi-touch support interactions where a ticket-based system creates context loss between conversations.

10

Minimum seat requirement for Kustomer Enterprise

Kustomer's Enterprise plan starts at $89 per user per month with a minimum of 10 seats, making the entry cost at least $890 per month. The Ultimate plan is $139 per user per month. Both require annual contracts. There is no free trial. Gorgias starts at $10 per month and is the right choice for Shopify-focused teams that do not need Kustomer's CRM depth.

98%

Client Retention

98% of Shero's clients stay on retainer after their project closes. Kustomer configurations need ongoing maintenance as AI agent training is refined, workflow automations are updated, and new channels are added.

Shopify

Premier Partner

Shero holds Shopify Premier Partner status, one of fewer than 150 agencies globally. Kustomer implementations connecting Shopify order data, configuring AI agent workflows, and building multi-channel routing rules require both CX platform and Shopify Plus depth.

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 it is the right choice

Kustomer is right for mid-market and enterprise teams with high support volume across multiple channels where agents need full customer context rather than a series of disconnected tickets. It is not right for small teams or Shopify-only brands where Gorgias covers the same requirements at a fraction of the cost. The 10-seat minimum and annual contract make the entry commitment significant.

  • 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

Why brands work with Shero on Kustomer setup

Kustomer's customer timeline and workflow engine are powerful. Getting full value requires AI agent training, routing rule logic, and automation workflows built correctly before the team goes live. Shero builds these before any ticket volume hits the platform.

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 starts high rather than improving slowly over months.

03

AI Agent for Reps configured so agents handle complex issues faster

The AI Agent for Reps drafts replies, surfaces 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 rather than generic responses.

04

Workflow automations built 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 builds 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 run in parallel until handover is confirmed. This is part of the customer support platform migrations Shero runs for Shopify brands.

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Kustomer versus Gorgias: CRM depth versus Shopify simplicity

Gorgias starts at $10 per month, installs in minutes, and is built for Shopify-focused support teams that need fast ticket resolution. Kustomer starts at $890 per month minimum and is built 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.

Our Work

View All
Sports equipment for lacrosse and field hockey

STX

Looking to scale alongside growing global markets and competitor consolidation, the premium American manufacturer of lacrosse, field hockey, and ice hockey equipment, partnered with Shero to migrate from Adobe Commerce (Magento) to Shopify, delivering a unified D2C and B2B experience, custom ERP integration, and a refined storefront that reflects the engineering quality of their products.

STX
Body jewelry and tattoo supplies

Painful Pleasures

Painful Pleasures is a long-standing supplier of body jewelry and tattoo supplies with a catalog of 40,000+ products. The brand partnered with Shero to complete a stalled Magento to Shopify migration and deliver the complex custom features their business depends on. They reduced ongoing maintenance costs and eliminated urgent site issues that had previously caused headaches by 40%.

Painful Pleasures
Provide solutions for industrial safety protection

Justrite

JustRite Safety Group is a leading manufacturer of workplace safety products with roots going back to 1906. The brand partnered with Shero to merge four separate Magento stores into a single multi-store megasite, allowing customers to shop across all brands with one shared cart. Organic traffic doubled almost immediately after launch and continued to grow steadily over the following six months.

Justrite
Towing equipment and aftermarket accessories

GEN-Y Hitch

Looking to scale beyond a WooCommerce setup that no longer aligned with their goals, the American manufacturer of heavy-duty towing hitches and accessories partnered with Shero to migrate to Shopify, delivering a unified B2B and D2C experience, NetSuite ERP integration, and use-case-driven navigation.

GEN-Y Hitch

Kustomer is the platform for teams that have outgrown ticket-based support. Shero sets it up so agents start with full context from day one.

The discovery session is free. It maps your team size, channel mix, and current platform before any Kustomer configuration begins.

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How a Kustomer setup engagement runs

01

Shopify Connection and Timeline Setup

Kustomer connected to Shopify. Order data flowing to customer timelines. Omnichannel inbox configured.

02

AI Agent Configuration

AI Agent for Customers trained on brand policies. AI Agent for Reps context sources configured.

03

Workflow and Routing Setup

Routing rules, SLA enforcement, and escalation logic built and tested.

04

Migration

Conversation history migrated from Gorgias or Zendesk. Open tickets transferred. Old platform decommissioned after handover confirmed.

05

Ongoing Optimization

AI agent resolution rates monitored. Workflow rules updated as the team and brand evolve.

Frequently asked questions.

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

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.

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