Case Study: Rekola, a bike‑sharing company, achieves seamless in‑app customer service and a 4.9/5 App Store rating with HelpCrunch

How Rekola Built Seamless In-App Customer Service with HelpCrunch and Scored Excellent Reviews

Rekola, a Czech‑and‑Slovak bike‑sharing company, needed a faster, in‑app way to help users who ran into issues unlocking or using bikes—calling support was time‑consuming and disrupted the rental flow. To solve this, Rekola adopted HelpCrunch’s in‑app live chat (via the HelpCrunch live chat SDK) so customers could get instant assistance without leaving the app.

Using HelpCrunch’s SDK and help desk features—easy integration, unified user data and internal note sharing—Rekola cut phone support, boosted customer satisfaction and retention, and raised lifetime value. The measurable impact includes roughly 12K App Store reviews averaging 4.9/5 and a 4/5 rating on Google Play, outcomes Rekola attributes to HelpCrunch’s affordable, effective solution.

Rekola

Jan Střecha

Marketing Manager