#USA #San Francisco #Lime #unitQ #Voice-of-the-Customer

Lime Partners with unitQ to Improve Customer Insights

Lime, the world's leading provider of shared electric scooters and bikes, recently announced a strategic partnership with unitQ, a top customer insights platform. This collaboration aims to enhance Lime's Voice-of-the-Customer (VoC) strategy, facilitating a more unified approach to gathering and operationalizing customer feedback across its services in over 200 cities globally.

Meeting Diverse Needs

As a global operator dealing with a variety of regulatory landscapes, Lime required an advanced and scalable solution to efficiently identify, categorize, and respond to customer feedback. unitQ's platform offers real-time insights by aggregating data from various sources, including app store reviews, social media interactions, and support emails. This integration allows Lime to elevate its operational quality and improve overall customer experience dramatically.

Transforming Feedback into Action

Before the adoption of unitQ, Lime faced significant challenges due to isolated data and reliance on manual analysis. Such limitations often impeded its ability to respond swiftly to evolving customer needs. The AI-driven platform from unitQ now empowers Lime to detect trends more rapidly, track feedback based on specific demographics or regions, and proactively inform product and operational decisions.

Robyn Andrews, the Voice of the Customer Manager at Lime, emphasized the value of this partnership: “UnitQ enables us to respond quickly to significant changes in customer feedback. If a new product launches or if there’s sudden interest on social media, we can recognize these changes almost immediately.” Andrews, a long-time advocate of unitQ's capabilities, previously experienced the platform's effectiveness at her former company.

Key Features and Collaborative Efforts

One standout feature of the unitQ platform is its Impact Analysis tool, which allows Lime to correlate consumer issues with critical performance metrics. Andrews considers it her “gospel” for understanding how specific issues impact key performance indicators (KPIs). This feature enhances the decision-making process and helps prioritize areas that require immediate attention.

Moreover, unitQ’s tools facilitate collaboration across Lime's different teams, promoting alignment among product development, engineering, content creation, and operational staff. Features like agentQ, root cause analysis, and real-time anomaly detection significantly enhance workflows, reducing feedback noise and improving the speed of issue resolution.

Christian Wiklund, CEO of unitQ, expressed his excitement about the partnership: “We are thrilled to support a pioneer like Lime in achieving their goal of providing exceptional riding experiences. This collaboration exemplifies how customer-focused organizations leverage quality data to respond rapidly, stay ahead of potential issues, and foster stronger relationships with their users.”

About unitQ

unitQ is a leading customer insights platform that enables businesses to quickly identify real customer issues using advanced AI technology. The platform automates the conversion of feedback from various channels—such as support tickets, product analytics, social media interactions, and surveys—into actionable insights in real-time. This capability helps organizations to innovate products, streamline issue resolution, and enhance the overall customer experience through a genuine understanding of customer needs.

With real-time dashboards and alerts to monitor customer experience trends and competitor offerings, unitQ also accelerates product development cycles, aiding companies like Lime in tracking customer reactions to new launches and identifying the most requested features. The platform is trusted by major global brands, including Bumble, Zendesk, and PayPal, for driving growth, reducing churn, and building enduring customer loyalty.