Case Study: BitMango boosts review response rate by 2.3x with AppFollow Auto-replies

BitMango increased the response rate by 2.3 times in 3 days with AppFollow's Auto-replies

BitMango, one of the largest global mobile puzzle game publishers, was handling up to 400 app reviews a day across more than 100 apps. Its support team needed a better way to manage repetitive feedback and quickly respond to important reviews, so it turned to AppFollow and its Auto-replies solution.

With AppFollow’s Auto-replies, BitMango set up 10 automated reply rules and over 15 templates for common issues, allowing the team to process more than 2,000 reviews in just three days. This increased the response rate by 2.3x, cut response time by at least 60%, and eliminated unanswered reviews within 24 hours, while keeping average ratings from dropping.

BitMango

Kim Bokyung

Customer Support Manager