AUTOMATING REVIEW MANAGEMENT WITH AI
Opera Vastly Improves User Support with AI and AppFollow
Opera, a pioneer in the internet world since 1995, is best known for its innovative web browsers that compete with industry giants like Google Chrome, Firefox, and Microsoft Edge.
With a massive user base of over 150 million active users per month across all mobile products, Opera's commitment to user support is strong.
Key satisfaction
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Impressive agent performance insights, including the Reply Effect metric
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Rapid implementation of feature requests and bug fixes by the AppFollow team
03
Improved workflow for agents, enabling them to handle more tickets faster without using
04
a traditional ticket-handling system.
Key products used with AppFollow:
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Auto-tags
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AI Replies
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Semantic Analysis
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Templates
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Agent Performance
“We are continuously implementing automation and looking forward to more features from AppFollow. Our goal is to automate as many cases as possible in any language while still providing personalized support to our users."
Miyuki Barsk, Mobile Customer Support Lead
Prioritizing user satisfaction
Opera receives an astounding 7,000 user reviews per month for their flagship product, Opera for Android, with 5,000 of those being 5-star reviews.
Working with just a small team, they would still like to respond to all reviews but need to prioritize to address the most important user concerns and improve overall satisfaction.
"We are firstly aiming for 80% coverage of 1-4 star reviews to help users with problems they encounter. Later, we plan to move on to responding to 5-star reviews as well. It’s a step-by-step process for our dedicated team."
Miyuki Barsk, Mobile Customer Support Lead
"The AI-generated replies and one-click improvements in AppFollow have impressed our agents a lot. They surely appreciate the function, as it allows them to work more efficiently and handle a greater number of tickets in their allocated time."
Miyuki Barsk, Mobile Customer Support Lead
Empowering agents with AI
AppFollow has made our support team's work much easier. Thanks to AI-generated responses and quick improvements, agents can handle a higher volume of customer reviews promptly.
The power of the Reply Effect
AppFollow's Reply Effect metric shows how support team responses affect user ratings. This helps agents see how their work directly improves customer satisfaction.
"The reply effect feature in AppFollow was something I had no idea about before, but it clearly indicates how many stars you actually bump up by replying to the user. It's a really motivating factor for our agents to see the tangible impact of their work."
Miyuki Barsk, Mobile Customer Support Lead
Satisfaction with the AppFollow team
Opera appreciates the support AppFollow provides the most. AppFollow's team is passionate about Opera's app and actively listens to the company's feedback.
The commitment to customer needs drives the platform's continuous improvement, and Opera had positive interactions with many AppFollow team members who all share the same enthusiasm.
Looking ahead
Opera plans to use more AI (up to 100%) and automation through AppFollow to make customer support even better. This will help their support team handle more customers worldwide while keeping quality high.
