July 13 at 4:30 PM GMT+1: the partner of Pocket Gamer Connects 2021 - AppFollow, jointly with Pixel Federation and Ten Square Games S.A., will host a co-session on: "Customer Support for Your App's Success: How Customer Support Teams Drive App Metrics & Profit".

The panelists, Dana Pavel, Senior Customer Success Manager at Appfollow, Daniel Nicolescu, Senior Customer Success Manager at Appfollow and the co-speakers Richard Banic, Senior Community Manager at Pixel Federation and Grzegorz Gierczyk, Head of Support and Social Media at Ten Square Games S.A. will share their experience and talk about the importance of responding to every customer review, cover the existing tools that help with the interactions, current market trends, and new channels of communications.

“The Customer Support team is an essential part of every company that drives app's metrics and increases the profit of the applications. Be sure to promptly reply to all reviews, particularly those with detailed or negative feedback”- Daniel makes a specific mention of it.

“Most of our customers increased the app’s rating and saved their time while actively working with the customers' reviews with the opportunity to get it from all the platforms and respond to it in one particular instrument” - added Dana.

“Given the rapid growth of our games, and the amount of reviews on all platforms – it is a very manpower-heavy job to attend to all of the reviews, and even though there are strategies of only responding to certain types of reviews, we prefer to leave no review unanswered” - Richard shares his experience.

Dana Pavel is a Senior Customer Success Manager at AppFollow. She has been involved in the IT industry for more than 5 years, including games industry and SaaS companies.

Dana is passionate about the customer success discipline, keeps herself up to date with the latest trends and main topics of discussion in the industry, and uses that knowledge to improve the processes in the team.

Daniel Nicolescu is a Senior Customer Success Manager at AppFollow. Daniel is involved in the IT Industry for more than 10 years and as a CSM, he always managed to increase companies’ ARR, as well as close deals with huge market players, changing company culture and approach in regards to Software Security.

Richard Banic is a Senior Community Manager at Pixel Federation. Richard is a professional community manager with more than 5 years of experience in the gaming industry.

Grzegorz Gierczyk is a Head of Support and Social Media at Ten Square Games S.A.. Grzegorz Gierczyk has been with Ten Square Games for more than 8 years. He is responsible for building the customer service department and oversees all the gaming service operations like VIP support, localization, social media, and outsourcing.

Join the event here.