Audiomack is a rapidly growing social music platform and app for music discovery, hosting, and sharing, based in New York. Audiomack is the only completely free platform for artists and creators, and offers unique music experiences to over 10 million unique users each month.

Challenge

One of Audiomack’s priorities is maintaining an above-average app rating across iOS and Android users. The team was looking for a platform that would help them resolve user concerns and convert negative reviews to positive ones. This was all the more important as their popularity rocketed, and Audiomack’s Support Team needed to keep up with an influx of users and reviews. Audiomack turned to AppFollow to help its QA and Customer Support teams to work at scale.

Solution

Audiomack’s Support Team quickly made good use of AppFollow’s auto-replies and auto-tags. Currently, the team counts around 50 workflows for auto-replies and 30 for auto-tags, and in the last 10 months, their reply rate by automation reached 75%. All these automated workflows help Audiomack to better serve clients and to keep track of common concerns, including bugs and technical blockers.

Results

In the last 10 months, Audiomack’s reply effect for iOS and Android reached 0.494 and 0.862 respectively. AppFollow’s automation workflows helped Audiomack reach new heights, and reply to more users than ever.

After leveraging automation in AppFollow, Audiomack gets 501% ROI of support representatives’ time saved within 3 months.

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