---
title: How eToro runs review management for 40M users with a single agent
description: See how eToro runs review management for 40M+ users with a single agent, using AppFollow's AI Knowledge Base Replies to cut costs and hold reply quality steady.
image: https://get.appfollow.io/hubfs/eToro.jpg
---

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[App Monitor Discover areas for improvement and differentiation from user feedback and competitor insights.](https://appfollow.io/monitor-app-performance) [ASO Tools Harness valuable market intelligence for targeted messaging and better organic reach.](https://appfollow.io/aso) [AI-Powered Review Management Take the next step in how your business engages with user reviews.](https://appfollow.io/app-review-management-tool) [Workflow Automation Respond to reviews, sort and report offensive ones automatically. Streamline your support workflows.](https://appfollow.io/workflow-automation) [Integrations Process critical app data on reviews, ratings, and ASO in email, Slack, Zendesk, Tableau, Webhook, and over 20 more services.](https://appfollow.io/integrations) [AppFollow MCP & AI Toolkit AI assistant access to your app’s reviews, ratings, and ASO data, plus ready-made analysis workflows, with no dashboard or code required.](https://appfollow.io/mcp)

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[Gaming Keep players happy at scale. Extract insights and automate support to maintain high ratings.](https://appfollow.io/gaming) [Finance Catch complaints before they hurt your rating. Talk to users in any language instantly.](https://appfollow.io/finance) [Customer Support Handle tickets faster. Save 4 hours daily per agent and respond 50% faster.](https://appfollow.io/support-teams) [ASO & Marketing Stop optimizing in the dark. Get higher rankings through data and competitive intelligence.](https://appfollow.io/marketing-teams) [Enterprise Get 99.5% uptime, enterprise security, and dashboards that connect sentiment to business metrics.](https://appfollow.io/enterprise) [See more Explore solutions by industry, team & scale.](https://appfollow.io/solutions)

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[Blog Explore expert articles and case studies on app growth, ASO, user retention, and mobile SaaS trends.](https://appfollow.io/blog) [E-books, guides & more Enhance your app reputation management skills with our collection of valuable resources.](https://appfollow.io/learning-hub) [Webinars Attend insightful webinars covering mobile app reputation, customer satisfaction, ASO, and more.](https://appfollow.io/webinars) [API for Developers Leverage our API to seamlessly integrate AppFollow with other services.](https://appfollow.io/appfollow-api) [Glossary Find explanation of every term about your app performance on app stores from AppFollow experts.](https://appfollow.io/glossary) [Help Center Find expert tips and solutions for utilizing AppFollow to its maximum potential.](https://support.appfollow.io) [Academy Explore AppFollow functions to master your business goals with comprehensive ASO and review management tutorials.](https://appfollow.io/appfollow-for-reviews-management-aso) [Trust Center Learn how AppFollow protects your data with industry-leading security practices, ISO 27001 certification, and trusted infrastructure.](https://support.appfollow.io/hc/en-us/articles/360020832997-AppFollow-s-Trust-Center-Data-Security)

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[App Monitor Discover areas for improvement and differentiation from user feedback and competitor insights.](https://appfollow.io/monitor-app-performance) [ASO Tools Harness valuable market intelligence for targeted messaging and better organic reach.](https://appfollow.io/aso) [AI-Powered Review Management Take the next step in how your business engages with user reviews.](https://appfollow.io/app-review-management-tool) [Workflow Automation Respond to reviews, sort and report offensive ones automatically. Streamline your support workflows.](https://appfollow.io/workflow-automation) [Integrations Process critical app data on reviews, ratings, and ASO in email, Slack, Zendesk, Tableau, Webhook, and over 20 more services.](https://appfollow.io/integrations) [AppFollow MCP & AI Toolkit AI assistant access to your app’s reviews, ratings, and ASO data, plus ready-made analysis workflows, with no dashboard or code required.](https://appfollow.io/mcp)

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[Gaming Keep players happy at scale. Extract insights and automate support to maintain high ratings.](https://appfollow.io/gaming) [Finance Catch complaints before they hurt your rating. Talk to users in any language instantly.](https://appfollow.io/finance) [Customer Support Handle tickets faster. Save 4 hours daily per agent and respond 50% faster.](https://appfollow.io/support-teams) [ASO & Marketing Stop optimizing in the dark. Get higher rankings through data and competitive intelligence.](https://appfollow.io/marketing-teams) [Enterprise Get 99.5% uptime, enterprise security, and dashboards that connect sentiment to business metrics.](https://appfollow.io/enterprise) [See more Explore solutions by industry, team & scale.](https://appfollow.io/solutions)

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[Blog Explore expert articles and case studies on app growth, ASO, user retention, and mobile SaaS trends.](https://appfollow.io/blog) [E-books, guides & more Enhance your app reputation management skills with our collection of valuable resources.](https://appfollow.io/learning-hub) [Webinars Attend insightful webinars covering mobile app reputation, customer satisfaction, ASO, and more.](https://appfollow.io/webinars) [API for Developers Leverage our API to seamlessly integrate AppFollow with other services.](https://appfollow.io/appfollow-api) [Glossary Find explanation of every term about your app performance on app stores from AppFollow experts.](https://appfollow.io/glossary) [Help Center Find expert tips and solutions for utilizing AppFollow to its maximum potential.](https://support.appfollow.io) [Academy Explore AppFollow functions to master your business goals with comprehensive ASO and review management tutorials.](https://appfollow.io/appfollow-for-reviews-management-aso) [Trust Center Learn how AppFollow protects your data with industry-leading security practices, ISO 27001 certification, and trusted infrastructure.](https://support.appfollow.io/hc/en-us/articles/360020832997-AppFollow-s-Trust-Center-Data-Security)

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# How etoro Runs Review Management for 40M+ Users With a Single Agent

etoro handles more than 1000  reviews a month across the App Store, Google Play, and Trustpilot, in several languages and under different regulatory requirements depending on the country. This is how the team automated the majority of review handling while keeping a human check on the replies that need one.

![eToro](https://get.appfollow.io/hubfs/111111.png "eToro")

![eToro](https://get.appfollow.io/hs-fs/hubfs/Group%20443449989.png?width=120&height=120&name=Group%20443449989.png "eToro")

etoro is a global trading and investing platform serving 40M+ users, and an AppFollow customer since 2018 for product usage (2021 for reviews). Using AppFollow's AI Knowledge Base Replies and Custom Reply Styles, the team went from five agents to just one overseeing review management — while reply time to positive reviews dropped by about 5 hours and the automation score reached 57%.

**Objectives & Challenges**

- Support app users at etoro's volume, while spending less time, effort, and money doing it.
- Users are spread across many countries, each with its own language and financial regulations — a reply that reads fine in one market can be out of line with the rules in another.

- Catch issues and trends in reviews quickly, and keep people across the company in the loop.
- Writing accurate, compliant replies in the right language at etoro's volume was the hard part — solved by an AI Knowledge Base that accounts for both language and country-specific regulations.

Results with AppFollow

5→1

agents running review management

~5 hrs

faster replies to positive reviews

**1k+**

reviews handled per month

57%

automation score

What the Team Values

- AI Replies with Custom Reply Styles — automates replies while keeping etoro's tone of voice, so they stay consistent and don't read like a bot wrote them.
- AI Knowledge Base Replies — one of the team's biggest wins; it automates responses while pulling from approved support content, so the answers hold up.
- AI Summary — spots trends and themes fast; weekly summaries go out automatically across the company for App Store and Google Play, replacing manual exports and summarizing in ChatGPT.

- Rating Analytics and Reporting — app rating data is still a core source of insight, and the team also pulls AppFollow API data into its own internal dashboards.
- Human oversight of automation — automation runs most of the load, but complaints and negative reviews go through an approval workflow, so a person signs off on the sensitive cases.

How etoro Got Here

**1. Centralizing Review Management** — etoro brought App Store, Google Play, and Trustpilot reviews into one place with AppFollow's Reviews Feed, and used Agent Performance analytics to see how the team was doing, per agent and across the group.

**2. Scaling with AI-Powered Replies** — etoro adopted AI Replies early and grew with the feature, swapping static templates for AI Instructions so replies stayed context-aware and sounded like etoro. Agents still refined replies when a review called for a specific link or detail.

**3. AI Knowledge Base Adoption & Cost Optimization (2026)** — In early 2026, etoro switched on AI Knowledge Base Replies to bring down operating costs without letting reply quality or customer experience slip. The team went from five agents to one overseeing the whole process, and performance held.

**Tools used:**

- Semantic analysis
- Auto-replies
- Auto-tags
- AI replies
- Review translation
- and Executive report, across mobile store and Trustpilot reviews.

**KPIs tracked:**

star rating and finance-category ranking, plus a few internal benchmarks the team keeps in-house.

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- [AppFollow vs Appfigures](https://appfollow.io/compare-appfollow-vs-appfigures)
- [AppFollow vs Appbot](https://appfollow.io/compare-appfollow-vs-appbot)
- [AppFollow vs AppTweak](https://appfollow.io/compare-appfollow-vs-apptweak)
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