How JustLogin Uses Hopscotch to Crush Customer Support

• Customer: JustLogin

• Industry: SaaS

• Revenue: 7 figures

• Use case: Customer support and learnings

Background

JustLogin is a 7-figure cloud-based HR and payroll platform trusted by mid-market businesses across Southeast Asia. The platform streamlines everything from employee onboarding to payroll processing and leave management — giving HR teams a single system to manage their most critical workflows.

As JustLogin's product matured and its customer base grew, the team faced a challenge that many SaaS companies encounter at scale: keeping customers informed. With frequent product updates, scheduled maintenance windows, and new feature rollouts, the volume of information that needed to reach end users was growing — and the traditional channels for delivering it were starting to show their limits.

The Challenge: Information Gaps Were Driving Support Noise

JustLogin's customers depend on the platform for business-critical HR functions. When something changed — whether a new feature, a scheduled maintenance window, or an update to a core workflow, customers needed to know about it in a timely and accurate way. The cost of not knowing was felt directly in the support queue.

"When customers weren't informed about changes ahead of time, we'd see a spike in inbound queries," said Bert Chen, CX Director at JustLogin. "It created noise for our support team and friction for our customers."

Email had been the primary communication channel, but the results were inconsistent. Open rates varied, messages were easily missed, and there was no reliable way to confirm that the right users had seen what they needed to see before a change took effect. The team needed a way to deliver timely information inside the product itself — at the moment it was most relevant.

Beyond announcements, JustLogin also lacked an efficient mechanism for gathering structured feedback from users. Customer sentiment was difficult to measure systematically, and survey efforts through external tools consistently underperformed due to low engagement rates.

Finding Hopscotch

JustLogin evaluated several customer engagement tools before selecting Hopscotch. The decisive factors were simplicity of implementation, the ability for non-engineering teams to manage announcements end-to-end, and the flexibility to serve two distinct use cases from a single platform: proactive announcements and user surveys.

For Bert's CX team, the ability to launch and iterate on in-app content without raising a development ticket was a significant operational advantage.

JustLogin's usage of Hopscotch centers on two interconnected workflows:

1. Proactive Customer Announcements

Whenever JustLogin ships a product update, introduces a new feature, or schedules a maintenance window, the CX team uses Hopscotch to surface that information directly inside the app. Announcements appear at the moment users are most engaged with the platform. They are all targeted to very specific and relevant audience segments.

This covers a range of communication types:

• New feature announcements with contextual guidance on where to find and how to use the feature

• Upcoming scheduled maintenance notices, surfaced in advance so users can plan around downtime

• Post-release changelogs that help power users understand what's shifted in their workflow

• Urgent operational notices that need guaranteed visibility across the user base

2. In-App User Surveys

JustLogin uses Hopscotch's survey capabilities to collect structured feedback from users within the product flow. Rather than sending standalone survey emails that go unopened, the team triggers short, contextual surveys at relevant moments — for instance, after a user completes a key workflow or following a product change.

The shift from email-based surveys to in-app surveys delivered a meaningful improvement in response rates, giving the CX and product teams a more reliable signal for decision-making.

Results: Better Support and Product Adoption

The impact of Hopscotch has been clearest in JustLogin's support queue. By ensuring that customers receive timely, accurate information about changes before those changes take effect, the team has seen a measurable reduction in inbound support contacts related to product updates and maintenance events.

Internally, the CX team has also gained operational efficiency. Because Hopscotch doesn't require engineering involvement to publish announcements or surveys, the team can act quickly, publishing time-sensitive notices within minutes rather than waiting on a development cycle. Multiple people on the JustLogin team are using Hopscotch in any given week.

The survey capability has added a feedback loop that previously didn't exist in a structured form. Higher response rates mean more representative data, which has improved the team's ability to prioritize CX improvements and communicate user needs to the product organization.

Hopscotch helps product and marketing teams deliver in-app tours, announcements, and guidance without engineering support — so the right message reaches the right user at exactly the right moment.

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