Customer support ·

Hopper reduces first response times by 50% and increases CSAT by 10% with Kustomer

The problem

Hopper's growing support operation could not dynamically route conversations based on urgency or customer data, had no visibility into support volume for staffing forecasts, and relied on 13 fragmented tools that frustrated agents and delayed travelers.

First attempt

Hopper's existing support platform lacked flexible routing and data visibility, causing agent frustration, traveler delays, and a loss of confidence in the ability to scale with demand surges.

Workflow diagram · grounded in source
1
Customer contacts support
trigger
“Hopper finally gained visibility into customer interactions across every channel—email, chat, in-app, and social media”
2
Priority-based routing
routing
“priority-based routing, ensuring urgent issues reached the right agent immediately, and enabled follow-up conversations to route back to the same person for continuity”
3
Agent views unified customer timeline
integration
“Agents now had a 360° view of the traveler's journey, eliminating the guesswork and frustration of switching between systems”
4
Real-time staffing visibility
output
“Leaders could also see, in real time, what kinds of issues were coming in, which allowed them to plan staffing more accurately”
Reported outcome

After moving to Kustomer, Hopper achieved a 10% CSAT increase, a 50% reduction in first response time, a 20% reduction in software costs by consolidating 13 legacy tools, and a 20% rise in positive support experiences.

Reported metrics
CSAT score10%
First response time50%
Customer service software costs20%
Positive support experiences20%
Show all 5 reported metrics
CSAT score10%
First response time50%
Customer service software costs20%
Positive support experiences20%
Tools consolidated into one platform13
Reported stack
Kustomer
Source
https://www.kustomer.com/customers/hopper/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

After moving to Kustomer, Hopper achieved a 10% CSAT increase, a 50% reduction in first response time, a 20% reduction in software costs by consolidating 13 legacy tools, and a 20% rise in positive support experiences.

What tools did this team use?

Kustomer.

What results were reported?

CSAT score: 10%; First response time: 50%; Customer service software costs: 20%; Positive support experiences: 20% (source-reported, not independently verified).

What failed first in this deployment?

Hopper's existing support platform lacked flexible routing and data visibility, causing agent frustration, traveler delays, and a loss of confidence in the ability to scale with demand surges.

How is this customer support AI workflow structured?

Customer contacts support → Priority-based routing → Agent views unified customer timeline → Real-time staffing visibility.

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