50%
“First response time dropped 50%, with urgent cases prioritized automatically.”
As published on kustomer.com. Checked by usedby on Oct 9, 2026.
What happened
Hopper uses Kustomer as its customer support platform, pushing booking and account attributes into a unified customer timeline across email, chat, in-app and social channels. It enables priority-based routing, continuity of follow-up conversations, real-time visibility for staffing, and replaced 13 separate tools.
Summary written by usedby from the source page, in English. The figures are those of Kustomer and Hopper, not ours.
- 10%“CSAT increased 10% as customers enjoyed faster, more personalized service.”
- 20%“Software costs fell 20% by consolidating 13 legacy tools into one platform.”
- 20%“Positive support experiences rose 20%, fueled by improved agent efficiency and continuity of service.”
Software costs fell 20% by consolidating 13 legacy tools into one platform.
Kustomer was the perfect mix of being resilient for scale and built for the needs of a modern service team.
What the story claims, and what we checked
What we compared with the page.
- The figure: 50%CheckedPrinted word for word on the page, near the name of Hopper.
- The passage quoted aboveCheckedCopied word for word from the page, near the name of Hopper.
- The numbers in our summaryCheckedEach one is printed on the page.
- Hopper uses KustomerCheckedConfirmed line.
- The result itselfNot checkedWe quote it; we did not measure it.
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