Case Study: LimeBike achieves scalable 24/7 omnichannel support and 93% CSAT with Zendesk Talk

LimeBike scales through high-growth cycles with Zendesk

LimeBike, a dockless bikeshare company operating in more than 50 markets, faced rapid growth that sent monthly support tickets from 1,500 to 8,000 in a single month and later stabilized above 25,000 tickets per month. To replace spreadsheets and unify channels, LimeBike adopted Zendesk Support, Zendesk Talk, and Connect to centralize email, phone, and SMS while maintaining real-time visibility across their remote support team.

Using Zendesk Talk alongside Support and Connect, LimeBike implemented omnichannel routing, an in-app messaging API to reach dispatch, and a JIRA integration for engineering workflows—supporting 14 agents working 24/7 in multiple languages. The solution helped LimeBike sustain a 93% CSAT, average 8 tickets per agent per hour, meet SLA targets (80% first responses under an hour), and produce market-level reports that aided city partnerships and expansion. Zendesk Talk’s centralized tools were credited with making scalable, data-driven customer service possible.

LimeBike

Lakeysha Hayes

Domestic and International Customer Service Manager