Case Study: Lime achieves 77% faster response times with Forethought

Lime Provides Fast, Scalable Service with a 77% Reduction in Response Time

Lime, a global micromobility company, faced significant challenges in scaling its customer support operations. Their manual, one-size-fits-all process could not prioritize urgent tickets, route inquiries by language, or offer self-service options. This led to inefficiencies as the volume of tickets grew exponentially. To automate and scale its support, Lime partnered with Forethought to implement its AI-powered solutions.

By deploying Forethought's Triage and Solve products, Lime automated ticket routing by language and criticality and deflected simple inquiries through a self-service chat widget. This strategic implementation resulted in a 27% automation rate for email and web cases and a 77% reduction in time to first response. Forethought's solutions also automatically tagged 98% of all support tickets, enabling Lime to achieve massive operational efficiency and significant cost savings while improving customer satisfaction.

Lime

Dawn Phelps

Senior Customer Support Content and AI Manager