{"id":1166,"date":"2020-12-06T14:51:00","date_gmt":"2020-12-06T14:51:00","guid":{"rendered":"https:\/\/helpcrunch.com\/case\/?p=1166"},"modified":"2025-11-24T20:49:21","modified_gmt":"2025-11-24T20:49:21","slug":"rekola","status":"publish","type":"post","link":"https:\/\/helpcrunch.com\/case\/rekola\/","title":{"rendered":"How Rekola Built Seamless In-App Customer Service with HelpCrunch and Scored Excellent Reviews"},"content":{"rendered":"\n<p><a href=\"https:\/\/www.rekola.cz\/\" target=\"_blank\" rel=\"noreferrer noopener\">Rekola<\/a> is a bike-sharing company that was established in 2011 in the Czech Republic as a community project. By 2021, it grew to an international organization offering bike-sharing stations in 4 cities across the Czech Republic and 1 city in Slovakia with 2000 bikes in total.&nbsp;<\/p>\n\n\n\n<p>Just like other modern vehicle sharing companies, Rekola developed a handy app that helps you rent a bike in seconds. You just scan the QR code on a bike&#8217;s basket, get a combination of numbers to unlock, and the bike lock opens itself automatically. Then hit the road!&nbsp;<\/p>\n\n\n\n<p>In case some issues occur, long phone calls would seem weird and cumbersome. This is when <a href=\"https:\/\/helpcrunch.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">HelpCrunch<\/a> enters the picture. Rekola uses its live chat feature to provide instant help to users inside the application.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The Challenge<\/h2>\n\n\n\n<p>Previously, the team behind Rekola didn&#8217;t have a chance to use any similar to HelpCrunch solution. The brand mainly supported customers via email and phone.<\/p>\n\n\n\n<p>Soon enough, they realized that calling customer care and waiting their turn was time-consuming for the users.<\/p>\n\n\n\n<p>As Rekola is a mobile application, customers expect to rent a bike in a few clicks. That is why delivering assistance right inside the app seemed kind of logical to the team. This way, the users don&#8217;t have to leave the app, switch to another website, search for a phone number, and totally forget the original question they had.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>We had a call info line that we wanted to get rid of and have everything online in the chat. So, that was the reason why we switched to HelpCrunch.<\/p><cite><em>Jan St\u0159echa, Marketing Manager @ Rekola<\/em><\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">The Solution<\/h2>\n\n\n\n<p>Before starting out with HelpCrunch, Rekola wanted to find customer communication software that would allow them to fulfill several goals:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Provide proactive customer care;<\/li><li>Reduce the number of phone calls;<\/li><li>Have an in-app chat so that the users can reach out to Rekola&#8217;s customer care team directly without bouncing to email, Facebook, or other social media.<\/li><\/ul>\n\n\n\n<p>The guys set out in search of the perfect option. By trial and error, Rekola came across HelpCrunch \u2014 a one-stop platform for building customer relations with live chat SDK being its flagship feature. This is when the solution was self-evident.<\/p>\n\n\n\n<p>Sure thing, Rekola weighed all the pros and cons (spoiler alert: the pros outweighed in the long run \ud83d\ude4c). The winning arguments that made HelpCrunch stand out from the crowd were:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Price: <\/strong>HelpCrunch is way more affordable than the fair share of its competitors;&nbsp;<\/li><li><strong>Integration: <\/strong>It was super easy for the Rekola devs team to get up and running with the HelpCrunch SDK kit;<\/li><li><strong>Unified data storage<\/strong>: Thanks to the HelpCrunch help desk feature, the user data such as email, phone number, location, to name just a few, is always at support reps&#8217; fingertips;<\/li><li><strong>Note sharing: <\/strong>To always know the problem a customer experienced before, it&#8217;s possible to leave a note for a colleague and be up-to-date.<\/li><\/ul>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2738\" height=\"1486\" src=\"https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-case-study.png\" alt=\"\" class=\"wp-image-1168\" srcset=\"https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-case-study.png 2738w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-case-study-300x163.png 300w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-case-study-1024x556.png 1024w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-case-study-768x417.png 768w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-case-study-1536x834.png 1536w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-case-study-2048x1112.png 2048w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-case-study-1200x651.png 1200w\" sizes=\"auto, (max-width: 709px) 85vw, (max-width: 909px) 67vw, (max-width: 1362px) 62vw, 840px\" \/><figcaption><em>Rekola&#8217;s in-app live chat powered by HelpCrunch<\/em><br><\/figcaption><\/figure><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">The Result&nbsp;<\/h2>\n\n\n\n<p>A while back, when Rekola&#8217;s users had immediate bike-sharing problems (vehicle doesn&#8217;t get unlocked, no unlock code, etc.), they had to call the client care team.&nbsp;<\/p>\n\n\n\n<p>With HelpCrunch, the number of phone calls decreased and the overall <strong>customer satisfaction and retention level skyrocketed<\/strong>. Besides, such a massive result in customer satisfaction brought about <strong>higher LTV<\/strong> which is crucial for mobile applications.<br><br>Now, Rekola has 12K <a href=\"https:\/\/apps.apple.com\/cz\/app\/rekola\/id888759232\" target=\"_blank\" rel=\"noreferrer noopener\">online reviews<\/a> on the App Store with an average <strong>rating of 4.9\/5<\/strong>. Their <a href=\"https:\/\/play.google.com\/store\/apps\/details?id=cz.rekola.app&amp;hl=en&amp;gl=US&amp;showAllReviews=true\" target=\"_blank\" rel=\"noreferrer noopener\">rating<\/a> on Google Play is <strong>4 out of 5 stars<\/strong>. Here is their users&#8217; honest feedback about how Rekola&#8217;s support operates:<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2738\" height=\"1486\" src=\"https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-reviews_.png\" alt=\"\" class=\"wp-image-1179\" srcset=\"https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-reviews_.png 2738w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-reviews_-300x163.png 300w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-reviews_-1024x556.png 1024w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-reviews_-768x417.png 768w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-reviews_-1536x834.png 1536w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-reviews_-2048x1112.png 2048w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2021\/05\/rekola-reviews_-1200x651.png 1200w\" sizes=\"auto, (max-width: 709px) 85vw, (max-width: 909px) 67vw, (max-width: 1362px) 62vw, 840px\" \/><figcaption><em>Rekola&#8217;s online reviews on the App Store and Google Play <br><\/em><\/figcaption><\/figure><\/div>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>We think HelpCrunch is an awesome tool. It was pretty simple to connect to our system which is a huge plus.<em> <\/em>Besides, it&#8217;s great your customer care really helps our customer care when we need it. We love it!<\/p><cite><em>Jan St\u0159echa, Marketing Manager @ Rekola<\/em><\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">Final words<\/h2>\n\n\n\n<p>All in all, Rekola found its steady and powerful solution for delivering instant and professional assistance to its users. Everything worked out just fine: affordable price, hassle-free integration, and rich functionality.<\/p>\n\n\n\n<p>To enjoy the same benefits, <a href=\"https:\/\/helpcrunch.com\/signup.html\" target=\"_blank\" rel=\"noreferrer noopener\">create a free account<\/a> with HelpCrunch. After a 14-day trial (no card required), you might want to stay longer and see some more of the toolset.&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Rekola is a bike-sharing company that was established in 2011 in the Czech Republic as a community project. By 2021, it grew to an international organization offering bike-sharing stations in 4 cities across the Czech [<a href=\"https:\/\/helpcrunch.com\/case\/rekola\/\" title=\"Read more\">\u2026<\/a>]<\/p>\n","protected":false},"author":5,"featured_media":1173,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[91],"tags":[],"class_list":["post-1166","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-travel"],"_links":{"self":[{"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/posts\/1166","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/comments?post=1166"}],"version-history":[{"count":6,"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/posts\/1166\/revisions"}],"predecessor-version":[{"id":1181,"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/posts\/1166\/revisions\/1181"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/media\/1173"}],"wp:attachment":[{"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/media?parent=1166"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/categories?post=1166"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/tags?post=1166"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}