Case Study: Opera achieves faster, AI-powered review management with AppFollow

Opera improves review management for 150 million users with AppFollow

Opera, a major web browser developer with over 150 million monthly mobile users, faced the challenge of managing 7,000 monthly user reviews with a small support team. Their goal was to prioritize addressing critical user concerns from lower-star reviews to improve satisfaction. To scale this process, they turned to vendor AppFollow and its AI-powered review management services.

AppFollow implemented its AI Replies, Auto-tags, and Semantic Analysis to automate and improve Opera's workflow. The solution empowered agents to handle a greater volume of reviews efficiently, with the motivating Reply Effect metric quantifying how their responses improved user ratings. As a result, Opera's team is now on a path to achieving 80% coverage of 1-4 star reviews and plans to increase AI automation to 100% for global support.

Opera