Capitalizing on reviewing management:
How AppQuantum tackles a vast number of reviews with AppFollow
to ensure every user gets a reply and the product team — their invaluable insights
AppQuantum is one of the most successful mobile free-to-play game publishers on the market
Every developer deserves a chance to strike it big with their game, and AppQuantum helps them do just that — no matter what market they aim for.
AppQuantum has refined its data-driven approach to provide both app developers and their audience with top-of-the-line support, insights, and revenue-driving innovation. With its help, even the tiniest studios have a chance at sustainable growth, especially when 5 reviews a month turn into 500 a day overnight.
Key satisfaction
The ability to automate the review strategy and utilize API for data aggregation that steers product roadmaps.
A data-driven approach based on user reviews. We could ask ourselves—what language do we need to add next to the game? Based on thousands of reviews asking to add specific languages, the product team would ask for percentages and numbers.
For example, we received 1000 reviews about a certain language. We would then create a list with TOP-3 categories like this:
1) 20% Turkish;
2) 13% Portuguese-Brazil;
3) 8% Spanish.
That’s how we decide.
When you work with a lot of data, you have to make use of it.
The KPIs that AppQuantum tracks with AppFollow
“The goal is to achieve 100% automation, and we’re working towards it perfectly so far — if there is any issue, we can count on AppFollow and their excellent support. The data gems we get via API and happy users make it all worth it.”
AppQuantum takeaways
AppFollow’s review management changed the game
Throughout last year, AppQuantum, on average, replied to 80-85% of reviews automatically, with 98% using auto-text. Some unique situations call for human intervention, and tagging is incredibly handy. All data (crucially, that which needed a human response) is exported into a dashboard via AppFollow API. It helps to deduct new areas for improvement, new languages, and new review templates.
Game development is always moving. Imagine simultaneously having 4 separate in-game events with different rewards, ads, and features. You would need to update the templates on the fly. With AppFollow, creating multiple templates and using them between different game apps is easy. Positive reviews are easy to automate, whereas negative reviews get extra care, and, if applicable, a link to support materials.
Looking to the future
AppQuantum continues to refine its data-driven approach, automate responding to reviews, and reach impeccable star ratings for every app in its portfolio.
AppQuantum continues to refine its data-driven approach, automate responding to reviews, and reach impeccable star ratings for every app in its portfolio. Thanks to upcoming updates to AppFollow’s monitoring and AI tool arsenal, tackling thousands of reviews and delivering fantastic customer service is easier than ever.
