How Treeplla tripled their review response rate in 3 weeks

Challenge 

• Challenge 1

Before using the automation feature, it was difficult to respond to a large number of reviews due to a busy workload, especially during weekends, national holidays like Seollal and Chuseok, or when reviews surged in various countries.

• Challenge 2

When managing responses manually, similar reviews received similar responses, giving users the impression of ‘copy-paste’ replies, which was problematic.

Solution 

• Solution 1 : Efficient Response Management with Automation 

Treeplla initially managed all app responses manually through their CS team but implemented AppTweak’s App Reviews Manager’s automation feature.

• Solution 2 : Easy Setup Using AppTweak Templates

Setting up automation initially felt overwhelming, but with the help of AppTweak’s templates, they were able to set up the automation tool with ease. It took 2-3 weeks to complete the setup, but now they manage workloads smoothly and efficiently, even after weekends and holidays.

• Solution 3 : Product Roadmap Improvement Through Topic Analysis

Thanks to AppTweak’s topic analysis feature, Treeplla quickly identified what most users wanted to be improved and what issues were arising.

Results

• Result 1: Over 3x Increase in Review Response Rate in 3 weeks
  

With the automation feature, one CS team member now manages over 3,000 monthly reviews across more than 5 apps in over 10 countries. After implementing the App Reviews Manager, they saw more than tripled the review response rate in 3 weeks.

• Result 2: More Detailed Automation Settings Using App Reviews Manager

Initially, they added automation settings for one language at a time. Now, they have categorized automation settings further by language, game, platform, and more.