Case Study: Viber removes 60% of inappropriate app reviews with AppFollow

Viber removes 60% of inappropriate app reviews with AppFollow

Viber, the calling and messaging app from Rakuten, wanted to keep its app store pages clean and ensure users had a great support experience by tracking, responding to, and flagging inappropriate reviews. To help with this, Viber turned to AppFollow and its “Report a concern” feature.

Using AppFollow, Viber’s Customer Support team was able to manage reviews in one place and quickly report spam, offensive language, and other policy-violating comments. Over six months, the team reported 1,100 reviews across the App Store and Google Play, and 60% of those reports were removed, helping Viber maintain a tidier and more useful app page.

Viber

Rina Hamati

Customer Support Representative