Case Study: Hopper gains visibility into support costs with Assembled

Bringing the product feedback loop to life with visibility into historical support costs

Hopper, a travel and software company, needed a better way to understand and forecast support staffing and costs after reorganizing into business units. Before using Assembled, its support leaders relied on a manual spreadsheet with no historical records, making it difficult to determine whether scheduled hours were sufficient across queues and channels or to see the true support cost of each product area.

With Assembled, Hopper used queue mapping, staffing timelines, Schedule Analytics, and Google Calendar integration to split support volume by product line, track historical hours, and automatically manage team schedules. Assembled gave Hopper’s business units visibility into their support costs, helped the workforce management team optimize coverage, and eliminated the manual spreadsheet process, saving administrative time and enabling more data-backed product and automation decisions.

Hopper

Joanna Lai

Head of Customer Experience