Case Study: Optus boosts reply rates and saves time with AppFollow

Optus boosts reply rate from 60% to 90% and saves hours of work with auto-tags in AppFollow

Optus, the Australian telecommunications company, used AppFollow to help its Digital Service team manage large volumes of mobile app reviews more efficiently. They were spending significant time manually prioritizing feedback, spotting issues in new releases, and routing reviews to the right squads, which slowed response times and took 8–10 hours per month just for categorization.

With AppFollow’s auto-tags, Optus automated review classification based on text, length, and rating, making it easier to identify trends and route feedback to the right teams. AppFollow helped Optus raise its reply rate from 60% to over 90%, save hours of manual work, and detect a major blank-screen issue in near real time, fixing it within 24 hours.

Optus

Jason Aracri

CX Optimization Manager