Case Study: Tinkoff Bank cuts cost per ticket 3x with AppFollow

Tinkoff Bank cuts the cost per ticket* by 3 times with AppFollow

Tinkoff Bank, a large digital neobank serving millions of customers through its mobile apps, was struggling to keep up with the growing volume of app store reviews. Its Social Media Marketing team could no longer handle the influx efficiently, which hurt average response times and made it harder to maintain strong customer support. AppFollow’s Ratings & Reviews Management product was brought in to help centralize and manage reviews more effectively.

With AppFollow, Tinkoff Bank moved review handling to its Customer Support team and integrated app store reviews into its internal help desk system. AppFollow helped the bank process reviews for multiple apps and stores in one place, resulting in a 3x lower cost per ticket, a 10.2x faster average response time, and reply rates of 70% on iOS and 50% on Android. The main iOS app rating also improved from 4.55 to 4.82, and Tinkoff replied to more than 150,000 reviews in under two years with AppFollow.

Tinkoff Bank

Aleksey Shuravin

Head of Social Media Support Department