customer_support · travel · workflow
Hopper reduces first response times by 50% and increases CSAT by 10% with Kustomer
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer contacts support
Customers reach Hopper's support team across email, chat, in-app, and social media channels.
Tools used
Kustomer
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.
What failed first
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.
Results
Time saved50%
Volume10%
Cost replaced20%
Grounding & classification
Source type: vendor customer story
22 fields verified against source quotes.
support ticketfailure mode describedmetric backednamed customerproduction runtime claimedsource backedtools describedworkflow describedtravelcost reductioncustomer satisfactionemployee productivityresponse time reductionvendor customer storycustomer supportticket triageextract classify route