AUTOMATING REVIEW MANAGEMENT WITH AI
Game-Changing Support: Mytona’s Experience with AppFollow for Player Well-being
to keep both their support team and global user base happy, regardless of review language or complexity.
Mytona, a global video game developer and publisher, releases games across multiple platforms and genres. Flagship titles include Seekers Notes and Cooking Diary—leaders in their categories. The company prioritizes player well-being, with a large focus on positive gaming experience with a dedicated Support team tasked with fast issue resolution.
Key satisfaction
Mytona started by uploading their templates directly into AppFollow to respond to customer reviews faster. Auto-translation helped the company reach its worldwide audience easily. AppFollow also provides detailed analytics—a must for managing their support team's workload better. Although they check for new tools every year, none have matched AppFollow's features, which have set a high standard for what they expect from review management platforms.
Numbers reached with AppFollow
100%
reply rate reached within one year
100%
reviews auto-tagged
10
languages covered
100
automation rules built for each app
~3K
reviews responded to monthly
Challenges
- Manually managing responses across multiple stores, including the App Store, Google Play, Microsoft Store, Galaxy Store, and Huawei Store.
- Translation of feedback and subsequent responses in many languages daily.
- Previously, agents used Google Spreadsheets to compile feedback and maintained templates in Google Docs, frequently switching between them.
The KPIs that Mytona tracks with AppFollow
“Reviews are assigned evenly among agents to manage workload. Agents approve automatic responses for fitting reviews, use templates, and tag reviews manually. These tags help generate weekly reports. Our teams monitor reviews daily through Slack. Agent performance is tracked through analytics and affects workload management and internal bonuses.
We auto-respond to high-rated reviews, which frees up time to address more critical issues. We use templates in 10 languages to respond quickly to our global community. Custom tags highlight player feedback for reports.
Auto-translation helps us understand international feedback without needing other translation services. We're improving our automation as well, having developed 100 rules per game to improve efficiency.”
Pain points & use case
- Manual processing is time-consuming and needs automation
- Lack of analytics leads to agent overwork
- Repetitive tasks lowered agent efficiency and increased error chances
AppFollow’s review management changed the game
With automation in hand, Mytona now manages the reviews for all their titles, across all available stores, with a manyfold increase in speed. Agents balance their workload better, and happy users remain fans, all thanks to a personalized approach. The company’s games are precious to its users, just as much as users are precious to the team, as shown in some of the reviews the company receives:
Looking to the future
"AppFollow has been a game-changer for our support team, helping us deliver top-notch service to our players more efficiently. It helped us to find a better way to connect with our players. We prioritize ensuring that our players feel heard and valued, and now we are able to take care of their issues faster than ever before. We’re really thankful for how much it’s improved our team's work and made our players happier."
Kunnei Ivanova, Head of Support
