# How Hopper uses Kustomer

**50%**: “First response time dropped 50%, with urgent cases prioritized automatically.”

As published on [kustomer.com](https://www.kustomer.com/customers/hopper/). Captured by usedby on 2026-10-09.

- Company: [Hopper](https://www.usedby.ai/companies/hopper.md)
- Tool: [Kustomer](https://www.usedby.ai/tools/kustomer.md)
- Industry: [Travel & Hospitality](https://www.usedby.ai/companies/industry/travel-hospitality.md)
- Teams: Customer Experience

## What the story says

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.

> Software costs fell 20% by consolidating 13 legacy tools into one platform.

- **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.”

> Kustomer was the perfect mix of being resilient for scale and built for the needs of a modern service team.
>
> Jo Lai, Head of CX

Source: [kustomer.com](https://www.kustomer.com/customers/hopper/), captured 2026-10-09.

## What usedby checked

We compared the story with its live page on 2026-10-09.

- Checked: the figure 50% is printed word for word on the page, near the name of Hopper.
- Checked: the passage quoted above is copied word for word from the page, near the name of Hopper.
- Checked: each number in our summary is printed on the page.
- Checked: Hopper uses Kustomer. Confirmed line. Latest check across sources: 2026-10-09.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/hopper-kustomer · How we check: https://www.usedby.ai/methodology