Discord cuts down hours needed for agents to respond to reviews with auto-replies in AppFollow

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Nurzhan Ospanov
Discord cuts down hours needed for agents to respond to reviews with auto-replies in AppFollow

Table of Content:

  1. Challenge
  2. Solution
  3. Result

Discord is a voice, video, and text chat app designed specifically for gamers. Founded in 2012 Discord has raised around $380M. Discord started working with AppFollow in 2016, but in this case study, we would like to share the story about a specific case that happened recently.

Challenge

Discord is growing fast and the number of mobile app reviews is growing as well. Recently the team has noticed a growing amount of reviews that highlighted one technical issue. To resolve this issue, Discord would need to request additional personal information from its users. At this point, Discord’s Customer Support team decided to resolve this issue at scale with a minimum time of agents spent with AppFollow’s auto-replies.

Solution

By quickly setting up just one rule Discord was able to quickly achieve its goal and help users.

“Overall the whole thing was pretty straightforward and easy to set up. “Contains” operator - I felt like it was the easiest to set up and most effective.”

Zachery Gergurich, Lead Customer Experience Manager in Discord

Result

Within a few weeks Discord was able to help a dozen users with AppFollow’s auto-replies until the problem had been fully resolved in the product.

“Being able to automatically send out responses greatly cuts down on hours needed for agents to respond to these reviews. Having folders with multiple responses makes it easy for us to not sound repetitive or robotic in our replies.” 

Zachery Gergurich, Lead Customer Experience Manager in Discord


Discord uses AppFollow in combination with the Zendesk app, so reviews from all app stores are being sent to one tool along with regular tickets. 

AppFollow Zendesk app lays out just about everything you need to know when responding to reviews. Our team finds it very helpful and we’re happy with this solution.”

Zachery Gergurich, Lead Customer Experience Manager in Discord



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