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Kustomer, an intelligent customer service platform, has expanded its capabilities with a new marketplace app integration for Narvar, a leading platform for post-purchase personalization. This integration embeds Narvar's real-time shipment and returns intelligence directly into the Kustomer agent workspace, providing a unified view to resolve "Where is my order?" (WISMO) and "Where is my return?" (WISMR) requests faster and improve overall customer satisfaction.
Quick Intel
Kustomer launches a new marketplace app integration with Narvar.
The app brings real-time order, shipping, and returns data into the Kustomer agent workspace.
It aims to dramatically reduce WISMO/WISMR inquiry resolution time.
Agents can instantly identify customer orders by email or phone number.
Features include tracking visibility, notification history, and returns handling.
The integration streamlines agent workflow, eliminating tab-switching between systems.
Unifying the Post-Purchase Customer Journey
The core function of the integration is to centralize the fragmented post-purchase journey within the customer service interface. Instead of toggling between multiple systems, agents can now instantly surface a customer's recent orders by searching their email or phone number directly in Kustomer. This provides immediate visibility into outbound and return shipment details, proof of delivery, and notification history, turning Kustomer into a single source of truth for everything that happens after a purchase is made.
Streamlining Operations and Reducing Handle Time
By consolidating critical data into a single view, the app is designed to streamline agent operations and reduce average handle time. Key capabilities include quick-copy actions for tracking links, the ability to resend delivery notifications, and visibility into return exception details. This eliminates repetitive data lookup tasks, reduces errors, and allows agents to provide accurate, consistent responses more quickly, directly improving operational efficiency.
Enhancing Customer Experience and Loyalty
Beyond efficiency gains, the integration aims to transform potential friction points into loyalty-building interactions. With full context at their fingertips, agents can proactively verify delivery status to mitigate claims, guide customers through return steps smoothly, and make informed policy decisions. This transparency and speed help rebuild customer trust and can turn a routine support interaction into a positive experience that encourages repeat purchases.
“Support teams are under pressure to do more with less, especially when it comes to high-volume post-purchase inquiries,” said Douglas Hanna, President and Chief Operating Officer at Kustomer. “Our Narvar app gives agents instant access to the order and returns data they need within Kustomer, which streamlines workflows, reduces repetitive work, and creates a more seamless experience for both agents and customers.”
“Our partnership with Kustomer brings the full power of Narvar’s post-purchase intelligence into one place, enabling teams to move faster, work smarter, and deliver the kind of transparency today’s shoppers expect from leading retailers,” said David Morin, Vice President, Customer Strategy at Narvar. “By combining Narvar’s real-time shipment and returns data with Kustomer’s unified workspace, support teams can deliver clearer answers, faster resolutions, and a more seamless customer experience end to end.”
The Narvar app integration addresses a pervasive pain point in retail and e-commerce customer service. By seamlessly blending post-purchase operational data with customer conversation history, Kustomer empowers support teams to act with greater context and efficiency, ultimately driving both operational excellence and improved customer loyalty.
About Kustomer
Kustomer is the Intelligent Customer Experience Platform empowering brands to put customers at the center of every interaction. By unifying customer data, conversations, and AI-powered workflows into one seamless workspace, teams deliver service that delights, retains, and drives growth. With Kustomer, support becomes faster, smarter, and more personal, so every customer feels like your most important one
About Narvar
Narvar is the #1 platform for intelligent personalization “Beyond Buy,” empowering over 1,500 of the world’s most admired brands—including Sephora, Levi’s, Sonos, Warby Parker and LVMH—to engage consumers, deliver seamless operations and grow their business. Powered by IRIS™ and billions of data points, Narvar transforms the post-purchase journey by delivering personalized insights that build trust, safeguard operations and unlock sustainable growth. From returns and exchanges to tracking, notifications and fraud prevention, Narvar sets the standard for data-driven retail experiences.
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