Kustomer's Shopify integration empowers businesses to create a truly customer-centric shopping experience, fostering loyalty, driving sales, and ultimately boosting the bottom line.
Shoppers don’t just land on your store and buy instantly. Their journey—from browsing, decision-making, purchase, and post-sale support—determines whether they convert and become repeat customers.
With Kustomer’s live chat integration for Shopify, you can engage customers at the right moment, provide personalized support, and ensure a smooth experience—before, during, and after the sale.
Let’s explore how Kustomer helps brands increase sales, improve retention, and turn shoppers into lifelong customers.
Stage 1: Consideration – Engaging customers at the right moment
The customer journey starts long before checkout. Whether they’ve just discovered your store or are browsing product pages, real-time engagement can mean the difference between bouncing and buying.
How Kustomer Helps:
- Proactive Chat Triggers – Start conversations when shoppers show intent (e.g., time spent on a product page).
- AI-Powered Assistance – Set up an AI Agent to automatically answer consumer questions while browsing your store front.
- Personalized Recommendations – Once verified, use customer conversational and/or behavioral data to suggest products that match their interests.
Example: A customer asks a question in Shopify Chat about what’s on sale:
"Hi - Are you running any sales at the moment that I should know about? I love Howie’s products."
Result: An AI Agent immediately responds about free sample giveaway with any other purchase.
Stage 2: Decision – Converting shoppers into buyers
Even after adding items to their cart, many shoppers hesitate due to concerns about price, returns, or shipping. Kustomer helps eliminate doubts and push them toward checkout.
How Kustomer Helps:
- Instant Support for Last-Minute Questions – Reduce cart abandonment by resolving concerns in real time.
- Discount & Incentive Alerts – Send exclusive discount codes or offers to hesitant shoppers.
- Live Order Assistance – Provide side-by-side product comparisons or answer checkout-related questions.
Example: A customer has spent a lot of time idle and is at risk of abandoning their cart. A chat message pops up:
"I noticed you have an item remaining in your cart. Do you have any other questions? Complete your purchase now and get 10% off using code HONEY10!"
Result: The pop-up chat drives the customer back to the tab on their browser.
Stage 3: Purchase – Creating a frictionless checkout experience
A seamless, hassle-free checkout process is crucial for keeping customers happy and preventing drop-offs. Kustomer ensures that once a customer is ready to buy, nothing gets in their way.
How Kustomer Helps:
- Order Modification & Address Changes – Customers can chat directly with support to correct details before shipping.
- Automated Checkout Assistance – Guide customers through payment, shipping, and delivery options.
- Real-Time Transaction Updates – Keep customers informed of payment success or errors immediately.
Example: The customer applies the discount code at checkout but it does not work and uses the chat to ask for help.
“The discount code isn’t working for me.”
The agent responds with a different discount code to use.
“Oh no! Try using this code instead: HOWIES10.”
Result: The new code works and the customer completes her purchase - thanking the agent for the help.
Note: Support for Shopify Live Chat for Checkout and Thank you pages is currently in beta, but coming soon for general availability. Shopify Live Chat for Checkout and Thank you pages are also only available for customers using Shopify Plus.
Stage 4: Post-Purchase – Ensuring customer satisfaction and retention
Your job isn’t over after the sale. Post-purchase experiences determine whether customers return or switch to a competitor. Qualtrics reports that 80% of consumers have changed brands because of a bad customer experience - a good reminder not to take customers for granted. Fast, reliable support builds trust and long-term loyalty.
How Kustomer Helps:
- Automated Order Tracking – Customers get real-time shipping updates via chat or SMS.
- Seamless Returns & Exchanges – Chatbots handle return requests, while both human or AI agents can provide personalized solutions.
- Proactive Review Requests & Loyalty Rewards – Engage happy customers with incentives to return.
Example: A customer asks to update the shipping address for my latest order.
“I need to update the shipping address for my latest order.”
A Kustomer AI Agent responds via chat to first verify the customer and then help her update her shipping address.
“I found your order details, and since it's not yet shipped, you can update the shipping address! Please provide the new shipping address, and I'll take care of it for you.”
Result: The AI Agent saves the day updating the shipping address before an order is processed.
Stage 5: Loyalty – Turning first-time buyers into repeat customers
Repeat customers spend 67% more than new ones (BIA Advisory). Kustomer nurtures loyalty by maintaining strong post-sale relationships through ongoing engagement.
How Kustomer Helps:
- Personalized Follow-Ups – Send exclusive offers to past customers based on their order history.
- VIP Support for Loyal Customers – Prioritize high-value shoppers with faster response times. Kustomer allows you to implement custom business logic to workflows to support prioritization through user and order segmentation. Making sure that the right customer and order is serviced at the right time.
- Subscription & Reorder Reminders – Automate replenishment reminders for frequently purchased products.
Example: The customer receives an email reminder to repurchase a month later:
"Running low on your Organic Honey? Reorder now and get 15% off!"
Result: The customer makes another purchase, increasing their lifetime value to your brand.
Transform your Shopify store with Kustomer
With Kustomer’s Shopify integration, live chat isn’t just a support tool—it’s a conversion engine that drives revenue and builds long-term customer relationships.
- Engage shoppers during consideration.
- Eliminate hesitation with instant answers at checkout.
- Ensure a smooth purchase process to prevent frustration.
- Provide post-sale support that increases retention.
- Turn customers into lifelong brand advocates.
Ready to convert more shoppers and build lasting customer relationships? Integrate Kustomer’s live chat with Shopify today and start delivering exceptional experiences at every stage of the journey.
Come learn more about how Kustomer supports ecommerce brands by visiting us in Vegas at our ShopTalk booth #1638!
Learn more about Kustomer’s Shopify integration here.
