AUTOMATING REVIEW MANAGEMENT WITH AI
Turbo VPN boosted review management to the limit
Innovative Connecting’s flagship app, Turbo VPN, is now fully covered when it comes to reviews. Happy customers in 111 countries get fast responses to their reviews, all thanks to their team and AppFollow.
One of the most popular VPN services out there, Innovative Connecting’s Turbo VPN is a true titan of proxy services. With millions of reviews, Turbo VPN is beloved by its users for excellent speeds and complete security.
Key satisfaction
With AppFollow, the company boosted the reply rate 4X in just 3 months, all while keeping the staff size at the same level. Now, Turbo VPN can scale up and cover more than just negative reviews that demand immediate attention; positive and neutral reviews get attention as well.
Numbers reached with AppFollow
2x
boost to response speed
4x
improvement to reply rate
2680 hours
of support team time saved monthly
3x
more reviews tagged
Challenges
A moderately sized team faced with millions of reviews—responding to all of them without automation is impossible. High star rating is maintained through constant work with the review section, which either requires an incredibly large team, or smart automation.
Before automation was introduced, the company only had time to respond to the most valuable reviews rated 1-4 stars.
The KPIs that IC tracks with AppFollow
“We achieved tremendous success in review management with AppFollow's automation tools. My support team has saved thousands of hours every month, and freed themself from replying to routine reviews. We can now focus on serious issues rather than manual responding, and harnessing user feedback that matters the most in maintaining the app's reputation.”
Vicky, Customer Support Manager
Pain points & use case
- Alerts to bugs or problems that require immediate attention
- Boosting user satisfaction
- Avoiding negative reviews from being featured
- Improving app rating and downloads
AppFollow’s automated review management changed the game
Having achieved a response time of just a few hours, all major KPIs have shot through the roof. Keywords, tagging, and auto-replies help TurboVPN save thousands of hours for its support team, and tackle reviews in any language, across all platforms. Based on review analysis, the company has easier time getting product feedback that keeps the direction of the app in the right lane.
Looking to the future
Innovative Connecting will continue to handle reviews fast and assure top notch customer service for millions of users worldwide, all while keeping the support team focused on what matters most: human attention to problems that are truly critical.
