Case Study: Kakao Games achieves higher review ratings with AppFollow

Kakao Games Europe gets +1.52 in rating for reviews responded with AppFollow

Kakao Games Europe, the publisher behind Guardian Tales, needed a way to manage player reviews more efficiently from day one of launch. The team wanted a solution that could integrate seamlessly with its existing Zendesk setup so support agents could respond to reviews without disrupting established ticketing workflows. AppFollow provided the Ratings & Reviews Management solution with a Zendesk app integration.

By integrating AppFollow into Zendesk, Kakao Games Europe was able to prioritize high-impact reviews, respond faster, and gain better insight into review performance. The results were strong: the reply effect reached +1.52 over the last 12 months, 61% of reviewed players updated their ratings upward, and average ratings improved from 4.17 to 4.6 on Android and from 4.4 to 4.8 on iOS.

Kakao Games

Gareth Weatherley

Lead Games Master