---
title: Roku used AppFollow to improve customer experience
description: Find out how AppFollow’s support workflow automation simplified review management & created clarity of customer data for Roku.
image: https://get.appfollow.io/hubfs/Banner-Nov-16-2022-09-02-45-5990-AM.jpg
---

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 Platform

[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)

 Solutions

[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)

[Consultancy](https://appfollow.io/asoconsulting) [Customers](https://appfollow.io/customers)  Resources

[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)

[Pricing](https://appfollow.io/pricing)

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 Platform ![](https://cdn.appfollow.io/assets/site/img/union.svg)

[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)

 Solutions ![](https://cdn.appfollow.io/assets/site/img/union.svg)

[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)

[Consultancy](https://appfollow.io/asoconsulting)

[Customers](https://appfollow.io/customers)

 Resources ![](https://cdn.appfollow.io/assets/site/img/union.svg)

[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)

[Pricing](https://appfollow.io/pricing)

 Contact sales 

[Log in](https://watch.appfollow.io) [Sign up](https://watch.appfollow.io/signup)

![Roku х AF](https://get.appfollow.io/hs-fs/hubfs/AF+Roku.png?width=250&height=23&name=AF+Roku.png "Roku х AF")

# **How Roku used AppFollow**

to find actionable insights in user feedback and improve customer experience

![Reply rate](https://get.appfollow.io/hubfs/Group%20443449923.png "Reply rate")

![Roku](https://get.appfollow.io/hs-fs/hubfs/Roku_logo%201.png?width=129&height=41&name=Roku_logo%201.png "Roku")

"AppFollow, in my opinion, really sets the industry standard of what a platform should look like for monitoring customer feedback."

Rebecca Kish, Reviews Specialist at Roku

Roku is a leading TV streaming platform. With its box and app, Roku makes TV and streaming accessible to anyone with a TV screen and internet.

It removes the need to go through the complex process of signing up for cable. People are able to stream all types of content from anywhere. Its aim is to solidify its lead in the streaming market and expand access to its services worldwide.

## **What Roku wanted to achieve with AppFollow:**

- Respond to a significant chunk of reviews they receive every month

- Organize insights and feedback more effectively

- Track spikes in reports for bugs and other issues

- Improve customer experience through better quality engagement

**Roku’s use case**

Roku has been a customer of AppFollow for quite some time, but only earlier this year did they start taking full advantage of its tools.

They wanted to engage better with their user base and start collecting valuable data insights into the content of reviews and user sentiment. As a customer-centric company, Roku wanted to reply to a larger amount of the 4000 reviews they received per month than they were replying to currently.

## AppFollow Tools used by Roku:

![Auto-tags](https://get.appfollow.io/hs-fs/hubfs/Auto-tags5.png?width=100&height=100&name=Auto-tags5.png "Auto-tags")

Auto-tags

![Custom tags](https://get.appfollow.io/hs-fs/hubfs/Custom%20tags5.png?width=100&height=100&name=Custom%20tags5.png "Custom tags")

Custom tags

![Templated responses](https://get.appfollow.io/hs-fs/hubfs/Templated%20responses5.png?width=100&height=100&name=Templated%20responses5.png "Templated responses")

Templated responses

![Review management dashboard](https://get.appfollow.io/hs-fs/hubfs/Review%20management%20dashboard5.png?width=100&height=100&name=Review%20management%20dashboard5.png "Review management dashboard")

Review management dashboard

![Auto-replies](https://get.appfollow.io/hs-fs/hubfs/Auto-replies5.png?width=100&height=100&name=Auto-replies5.png "Auto-replies")

Auto-reply drafts

## **Feedback analysis with AppFollow**

When Rebecca Kish took over as a Reviews Specialist at Roku, she started using what AppFollow had to offer. She implemented automation — specifically auto-tags and auto-reply drafts— to improve the speed and efficiency of the company’s review management and customer data analysis.

![Quote](https://get.appfollow.io/hubfs/111-1.png "Quote")

An example of the benefit for Roku when using AppFollow’s reviews tagging system was it became easy to track spikes in reviews for a custom tag labeled ‘Private listening’. This tag is associated with one of Roku’s features, which allows its customers to listen to shows or movies using headphones.

The challenge is that they get lots of positive and negative user reviews about it. With auto-tagging using the custom tag, Roku can monitor what is being said about the feature, if anything is wrong with it, and what needs to be improved.

The user feedback process works like this:

![The user feedback process](https://get.appfollow.io/hs-fs/hubfs/roup%20443449928.png?width=800&height=543&name=roup%20443449928.png "The user feedback process")

For Roku, auto-tags act as an alert system for when features are underperforming and new bugs are reported in reviews.

## **The results of faster review management**

Roku also has a lot of use for auto-reply responses when replying to reviews. Having instant suggestions for suitable replies, Rebecca can significantly speed up her responses to reviews. Since working closely with AppFollow’s success team from March 2022, Roku has seen some noticeable results.

![Response time](https://get.appfollow.io/hubfs/Group%204434483.png "Response time")

## **Responding to reviews with improved efficiency**

As mentioned previously, Roku has made great use of AppFollow’s tags. But they also use a variety of response templates when replying to reviews. It’s allowed them to reply to customers much faster and improve the quality of the responses resulting in improved customer satisfaction.

![Reply rate for AS](https://get.appfollow.io/hs-fs/hubfs/Reply%20rate%20for%20AS.png?width=2160&height=1208&name=Reply%20rate%20for%20AS.png "Reply rate for AS")

![Reply rate for GP](https://get.appfollow.io/hs-fs/hubfs/Reply%20rate%20for%20GP.png?width=2160&height=1208&name=Reply%20rate%20for%20GP.png "Reply rate for GP")

Roku gets 4000 new reviews a month on Google Play alone, of which, before using AppFollow, only 2% to 6% received a response. Since implementing automation tools, they can now tackle 35% to 50% of reviews.

To ensure that everything is working in the best possible way, Roku is experimenting with automation. They’re currently assessing the best fit between response templates and tags, how well the automation rules works, and what needs to be tweaked or added.

They currently have a number of review tag categories:

![Categories](https://get.appfollow.io/hubfs/Group%204434481.png "Categories")

Each of these main categories has subcategories as further categorization. Reviews are categorized according to these tags and receive a relevant response from a template. Each tag has a folder of around 3 to 10 response templates, and they rotate through that folder to find the best performing and worst performing ones while also providing variety in their responses.

Return on investment

using automation

As the sole team member in review management for Roku, Rebecca calculates that by using AppFollow’s automation, she saves about 4-5 hours per week. If she were to do the work of responding to each review manually, it would take many more hours per week and reduce her ability to balance her work and stifle productivity.

![Time saved](https://get.appfollow.io/hubfs/5_20.png "Time saved")

## Time saved since work with AppFollow started 7 months ago: **112 to 140 hours**

Roku currently does post-approvals (checks the response before it publishes) for auto-replies to ensure they are correct and working as expected. But the goal is to find the most effective templates to reduce the need to do post-approvals in the first place and let the automation run independently.

## **Looking to the future**

Once the team dealing with reviews has more human resources, Roku aims to do weekly or monthly reporting on tag share and the impact of responding to reviews on the average rating. Roku believes that AppFollow is the perfect solution to help them achieve these future aims.

![Quote](https://get.appfollow.io/hubfs/222.png "Quote")

This is especially important for Roku as accessible data at different depths allows for reporting to different stakeholders:

- Top-level view for C-level reporting
- Drilled down data of user requests & bug reports for development

Finally, they want to build review response strategies for target regions to try and improve the average rating for those regions. Roku has a global user base, so a better understanding of how its users in different regions are thinking and feeling is a good first step in strengthening the company’s global presence.

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- [AppFollow vs Native consoles](https://appfollow.io/compare-appfollow-vs-native-consoles)
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- [AppFollow vs Google Play Console](https://appfollow.io/compare-appfollow-to-google-play-console)
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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)
- [More](https://appfollow.io/appfollow-comparisons)

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