When we started replying to gamers’ feedback from the app stores, only one agent had access to App Store Connect and Google Play Console. We soon realized that it was not adequate in speeding up the response time. We switched to the Zendesk app by AppFollow and have been using it for about a year. Since then we’ve grown our support team to 40 agents and are able to cover all the feedback including the app stores. It’s great to get everything we need in Zendesk.
AppFollow’s tools are effective at saving time! It only took three days to increase the number of processed reviews by 2.3 times. We were able to reduce the number of mouse clicks and now have more time to work with critical feedback: updated and featured reviews.
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.
Flexible tool that meets the needs of ASO, Product, and Support. In our company, we use AppFollow to work with ASO and Support, as well as for monitoring our competitors. I think it’s great that the company combines different areas of your app, so that different teams can share a single tool and data.
Our goal is to reply to reviews in such a way that potential clients say, “These Joom guys are nice, friendly people! They’re going to help me when I’m in trouble.” AppFollow’s integration with Helpshift helps us do this.
Literally the best tool for tracking users’ post and responding to your users. AppFollow makes it far easier to track what your customers think about your product and leave as reviews in e.g. Apple Store. We can quickly track users’ reviews on our product and answer them helping to solve their issues. Also we liked the very personal attitude since our individual requirement were 100% fulfilled (like SSO).
We’ve been using App Follow for 3 years now and love it for the App Store/Play Store integration into HelpScout. As a company, we value our customers feedback and being able to reply to reviews directly from HelpScout has been a GAMECHANGER! Having different saved replies and integrating Review tags into our support email tags has been amazing.
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