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Mobilityware

How MobilityWare Reached a 4.7 App Store Rating with Over 1.5M Ratings Increasing LTV and Retention

Mobility Ware - Featured
Mobility Ware - Overview

Overview

MobilityWare, a leader in the gaming industry with 27 games, over 400 million downloads, and more than 28 million monthly players, embarked on a mission to enhance player satisfaction and increase its App Store rating. The company recognized the critical role of customer support in maintaining high levels of player retention and lifetime value (LTV). Jeremy Budzinkski, the Customer Support Manager at MobilityWare, focused on resolving player issues swiftly to allow them to return to their gaming experiences as quickly as possible. The company’s integration of AppFollow and Helpshift marked a pivotal moment in achieving these objectives, demonstrating the importance of effective review management and responsive customer support in the digital age.

The Challenge

As MobilityWare’s popularity surged, so did the challenge of effectively managing app store reviews. The company faced difficulties in responding promptly to these reviews due to the use of disparate systems for customer support and review management. This led to delays in response times, and app store reviews became an afterthought, negatively impacting the company’s app store ratings. Furthermore, the spread of information across multiple platforms made it challenging to track and act on user feedback efficiently. Anatoly Sharifulin, CEO of AppFollow, highlighted that apps with ratings under 4 stars could lose up to half of their potential downloads, underlining the urgency for MobilityWare to improve its app rating and review management process.
Mobility Ware - Challenge

The Solution

To address these challenges, MobilityWare integrated AppFollow with Helpshift, consolidating two standalone portals into one centralized platform. This integration allowed customer support teams to respond to reviews in real-time without leaving their Helpshift dashboard, track critical data around app updates, ratings, and reviews, and customize review notifications based on specific criteria. By developing a unified reporting system, MobilityWare was able to compare the performance of reviews and issues more effectively, streamlining agent productivity and performance. The integration empowered the support team to manage app reviews alongside support tickets, enhancing their ability to respond to user feedback promptly and efficiently.

The Results

The integration of AppFollow and Helpshift yielded remarkable results for MobilityWare. The company observed a 22% average increase in star rating and achieved a 4.8-star rating on the Apple App Store with over 1.5 million ratings. The number of players returning to downgrade their ratings significantly decreased by 60.71%, and the review response time was reduced from 90 hours to 24 hours—a 73% decrease. Additionally, the bot deflection rate after using Helpshift went from 86% of tickets in 2018 to 95% in 2022, and their support CSAT now averages 4.5. These achievements underscore the effectiveness of the integrated solution in improving MobilityWare’s app store rating, increasing player retention, and enhancing overall customer satisfaction.

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