Case Study: Discord cuts review response time with AppFollow auto-replies

Discord cuts down hours needed for agents to respond to reviews with auto-replies in AppFollow

Discord, the voice, video, and text chat app for gamers, worked with AppFollow to address a growing volume of mobile app reviews that repeatedly mentioned a technical issue. To resolve it, Discord needed a way to request additional personal information from users while minimizing the time its support agents spent on manual review responses.

Using AppFollow’s auto-replies, Discord quickly set up a single rule with a “contains” operator to automate responses and manage the issue at scale. Within a few weeks, the team used AppFollow to help dozens of users and cut down the hours needed for agents to reply to reviews; AppFollow also integrated with Zendesk so reviews could be handled alongside support tickets.

Discord

Zachery Gergurich

Lead Customer Experience Manager