Case Study: Hopper achieves faster, smarter customer support at scale with Kustomer

Bringing Clarity and Visibility Into the Customer Service Strategy

Hopper, a travel marketplace, needed a more flexible way to scale customer support as the business grew and its existing tools became outdated. After evaluating eight providers, Hopper chose Kustomer for its modern, scalable service platform and advanced data model.

Kustomer implemented a unified customer timeline by ingesting hundreds of booking and account attributes, enabling priority-based routing and keeping follow-up conversations with the same agent for continuity. The solution also consolidated 13 separate tools into one workspace, reducing costs and simplifying operations for Hopper.

Hopper

Jo Lai

Head of Customer Experience