Case Study: Joom maintains app store brand reputation with AppFollow

How to Maintain Brand Reputation in App Stores Joom's Experience

Joom, a fast-growing e-commerce app with millions of reviews across the App Store and Google Play, needed a better way to manage its public reputation and support users in multiple languages. With a large, highly localized customer support operation and constant review volume, the team struggled to handle app store feedback efficiently while keeping responses relevant and culturally appropriate. AppFollow helped Joom connect app store reviews into its support workflow.

Using AppFollow, Joom routed reviews into Helpshift by rating, language, and country, then used tags and analytics to organize feedback and identify trends. This allowed the support team to reply faster, separate negative reviews from simple praise, and direct unresolved issues into in-app support. As a result, Joom improved review handling at scale, gained better visibility into customer sentiment, and occasionally even converted negative ratings into 5-star reviews after responding.

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