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

LimeBike scales through high-growth cycles with Zendesk

LimeBike, a dock‑free bikeshare launched in 2017, grew rapidly to more than 50 markets and saw support demand spike to 25,000 tickets per month. As ticket volume jumped (from 1,500 to 8,000 in one month), the team’s Excel‑based processes couldn’t keep up—LimeBike needed a unified, omnichannel system to centralize email, phone, SMS and app messages, support a multilingual 24/7 operation, and provide real‑time visibility across remote teams and cities.

LimeBike implemented Zendesk Support, Talk and Connect, plus API and JIRA integrations, to centralize communications, route tickets, and link support with engineering and marketing. The 14‑agent follow‑the‑sun team meets SLAs (80% first responses under an hour), averages 8 tickets per agent per hour, and maintains a 93% CSAT; Zendesk’s reporting also drives targeted rider campaigns and supports market expansion plans while scaling with the business.

LimeBike

Noah Bond

Growth Marketing Manager