Hopper customer service full#
Lai’s team went full throttle into that space to meet customers where they were. They wanted full control of their own requests and to submit them directly in the app. The team at Hopper recognized, for example, that the average Hopper customer wanted freedom and flexibility to determine how and when they could get in touch with the company. They learned a lot about their customers that way. To achieve these capabilities, they experimented with a lot of tools, throwing stuff at the wall to see what stuck. Hopper’s efforts have always emphasized automation and self-service. Without Routing and Prioritization, Hopper’s Customer Service Tools Fell Short As they grew, Lai knew they had to work differently and find an approach that matched their startup spirit. Today, Hopper’s customer service organization comprises more than 800 people. If a customer books travel through the Hopper platform in a super smooth, data-driven way, why would that customer want to wait on hold at all? They never wanted to run a huge operation with hundreds of people taking phone calls day in and day out - that didn’t feel true to Hopper’s more innovative inclinations. The team could experiment and move (and fail) fast, which led to an exciting period of learning.Īt Hopper, people see the company as a fintech-driven travel marketplace. If anything changed in the support process, if anyone needed help with a customer, or if anyone had a product question, it was easy to shout across the table to their colleagues. When Lai started at Hopper, the customer support team was co-located out of a single boardroom at Hopper’s Montreal HQ. The growth of Hopper’s customer support team is a classic startup story. One is the customer service delivery piece, the customer-facing team members and their leaders around the world, and the other, the service platform group, which is the engine that powers Hopper’s various support teams: enablement and systems, workforce management, and learning and development. As Head of Customer Experience at Hopper, Lai’s wheelhouse contains two components. They make travel easier, more transparent, and more accessible for people around the world. Hopper began as a startup with a mission to build the most customer-centric travel company on the planet. The Engine Behind the Most Customer-Centric Travel Company on Earth Finding the right tool, however, can become a force multiplier for positive customer impact.
Often the tools that a startup uses at the beginning of its journey aren’t the ones that follow them through all stages of their growth. Find resilient platforms that will scale with customer needs and business growth.” If Jo Lai, Head of Customer Experience at Hopper, could travel back to 2018 and have a conversation with herself, she knows exactly what she’d say: “Don’t wait until your tools prove to be inadequate and begin to impact customers. Jo Lai, Head of Customer Experience, Hopper “Kustomer was the perfect mix of being resilient for scale but built for the needs of a modern service team - something that isn’t a given with today’s CRM technology.”
Hopper customer service software#
Reduced customer service software costs by 20%.As they saw a significant increase in requests from customers about travel plans, Hopper knew they had to move very quickly to find a new platform to support their customers. When the COVID-19 pandemic hit, Hopper’s challenges with their tool stack became even more pronounced. Lastly, lack of visibility into support volume severely limited their ability to accurately predict staffing needs. They could not dynamically route conversations based on issue type or customer data, which made prioritization more difficult. However, as demand exploded, the team at Hopper quickly saw the limitations of their existing toolset. In the early days of the company, it was easy to find answers to support issues and product questions by shouting to colleagues across the table. Hopper makes travel easier, more transparent, and more accessible for people around the world. Hopper was founded in 2007 with the mission to build a travel marketplace that always saves customers money.
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