Innovative Connecting is a modern company specializing in providing VPN services for mobile and PC users around the globe. Despite the high number of downloads and users, the company still considers itself as a startup that aims to provide superior and efficient service for its users.

Challenge

As the Customer Support team’s size in almost any given early-stage startup is usually small, it is always challenging to provide a good support experience with limited resources. Innovative Connecting was not an exception here. Before using AppFollow, the team replied to reviews via consoles and the process was very slow and disorganized.

signup_boosting

Innovative Connecting signed up to AppFollow when the team started looking for a solution that would help them increase their Support team’s productivity, manage reviews of multiple apps in one platform, provide decent reporting, and give access to multiple users with various roles and permissions.

Solution

Innovative Connecting's team has noticed that the Support agents have started to save 1,320 hours a month. The team considers this as a huge win for a startup that tries to balance between processing the high load of reviews and providing the high quality of responses to their users. All Innovative Connecting apps have ratings between 4.5 and 4.8 stars.

Result

After using AppFollow for 6 months, Innovative Connecting have estimated their ROI from using AppFollow as 850%.

After being AppFollow users for some time we discovered that their product is really flexible. We enjoy using AppFollow reviews filters which we found as a very strong, yet simple feature.

My team and I also utilize templates, and so far it’s most distinctive feature when comparing AppFollow with consoles. Apart from the product part, I want to add that their Customer Support team is very responsive, friendly, and exceeds all Support industry standards.

Ashley Yap - Customer Service Manager

Looking to improve your customer support efficiency? Consider AppFollow. 43 templates for responding to a negative review professionally - a bonus for those who seek the ultimate improvements to support KPIs. Smart review analysis can boost your retention by 15%—here's how.

Request a demo with the AppFollow team.