Case Study: HopSkipDrive improves omnichannel support and CX insights with Kustomer

HopSkipDrive resolves support issues in one conversation with Kustomer, serving 4 million+ rides

HopSkipDrive, a tech-enabled service providing safe rides for children, faced challenges in unifying customer experience data and coordinating communication across its three distinct user communities: CareDrivers, parents, and schools. They switched from Zendesk to the Kustomer platform seeking a solution to these problems.

By implementing Kustomer, the company gained an omni-channel platform with a unified timeline view, deeply integrating channels like SMS. This allowed their team to resolve issues within a single conversation. The solution provided better insights and trust in CX data, such as CSAT and First Contact Resolution, leading to increased team efficiency, quicker responses, and a happier community.

HopSkipDrive