Establish E-commerce as the Core

Integrate your core platform (Shopify, BigCommerce, etc.) to immediately establish the Customer and Order Klasses. This is the foundational context needed for all other automations and agent actions.

Prioritize Shipment Tracking Integration

Deploy a specialized Shipment Tracking app like AfterShip in parallel with your e-commerce integration. This is necessary to centralize real-time order data and maximize the accuracy of your automated WISMO (Where Is My Order) self-service deflection.

Enable Transactional Agent Actions

Ensure your apps provide transactional capabilities directly inside the Kustomer Insights Card for actions such as initiating returns/exchanges or applying loyalty points. This drastically reduces Agent Handle Time by eliminating the need to toggle to external systems.

Implement Evacuation Workflows via Escalation Apps

Use integrations like Jira Software or PagerDuty to create a closed-loop feedback mechanism with engineering. The app should sync status updates from Jira back to the Kustomer timeline, reducing agents' need to manually check on external tickets.

Proactively Test External API Limits

Before peak, you must proactively verify and scale your Kustomer workflow quotas for external API calls. High-volume workflows that connect to shipping carriers or ERPs are your greatest risk for critical API rate limit failures.

Secure Against Returns and Promotions Fraud

Deploy network-powered fraud detection tools like Returnly that learn from transactions across thousands of merchants. Automate workflows to handle flagged returns to protect holiday revenue without affecting the legitimate customer experience.

Augment Agents with AI Efficiency Tools

Use agent assist features like AI Agents for Reps and suggested canned responses to help new seasonal hires ramp up quickly and provide consistent, on-brand policy answers.

Deploy AI for Conversational Commerce

Scale your checkout impact by implementing AI-enhanced live chat to resolve last-minute objections like shipping costs or sizing before the cart is abandoned.

Integrate Trust and Feedback Apps:

Ensure your review apps like Stamped.io and native CSAT/NPS tools are integrated. Use review insights to update FAQs and product pages, and use satisfaction surveys to capture timely feedback even for tickets handled by AI.