Case Study: Chess.com improves app review management and customer satisfaction with AppFollow

Chess.com leverages Semantics and automation with AppFollow to keep users happy

Chess.com, the online chess community with more than 65 million users, needed a better way to manage app reviews and user feedback as part of its ASO and support efforts. After discovering AppFollow through SEO Alive, the team saw that AppFollow’s review management capabilities could help them respond to feedback more efficiently than using separate consoles.

With AppFollow, Chess.com centralized a 15+ person support team in one place to collaborate on Android and iOS reviews in 10+ languages, using semantic analysis, sentiment scoring, auto-reply, and automation to quickly identify and tag review spikes from bugs, tournaments, or incidents. As a result, ASO, Support, and Product teams are better aligned, the organization operates more efficiently, and Chess.com reports sentiment scores above 70% for its iOS and Android apps.

Chess.com

David Kaufmann

Global SEO/ASO Manager