Captions · AI video editing app
Ask customers for an App Store or Play Store review after a good support chat
Guest calls it huge; reviews naming agents attract new users; no numbers
Workedasocustomer-support
What they did
After helpful interactions, support asks customers for App Store and Play Store reviews. Reviews that praise named agents are shared internally and signal great support to prospective downloaders; some customers later ask for the same agent by name.
What happened
Guest says it is huge; reviews mentioning support can drive downloads.
- Stage
- Scale (scaling)
Related topics
Get tactics like this every Monday
New tactics from the week's founder interviews, each linked to where it was said.
More from this episode
- Captions: Let an engineer answer support herself and fix issues right away in the codeWorked well while finding product-market fit, guest says
- Captions: Let an AI agent answer easy questions and pass hard ones to a person with the full chatSupport team half the size it would be; 58-second first reply; no layoffs
- Captions: Try an AI agent only outside office hours, then advertise 24/7 supportA quick win: customers get an instant friendly reply overnight
- Captions: Offer round-the-clock support with one agent each in the Americas, Asia and Europe58-second average first reply; guest sees it as an edge over slow competitors
- Captions: Translate your website into Portuguese to grow in BrazilBig jump in Brazil installs after the Portuguese site went live; no number
- Captions: Show each customer's plan and renewal status in the support chat and prioritizeTailors replies; churned and premium users jump the queue; no numbers
- Captions: Hire your most helpful Discord members and customers as support agentsHires needed barely any training and knew the app better than the manager
- Captions: Put every employee, including the CEO, in Discord to answer users and test ideasSteady feedback without surveys or paid interviews; noisier as the app matured
- Captions: Quickly build a loudly requested small feature and have the CEO say 'we listened'Customers feel heard and become loyal, guest says; no numbers
- Captions: Post happy customer messages and reviews in a team Slack channel everyone seesKeeps the whole company focused on who they build for; no numbers
- Captions: Track what share of subscribers contact support each month and watch for jumpsSteady at ~3% a month; jumps flag bad releases, outages or promos
- Captions: Compare each agent's satisfaction score to the team's to spot who needs helpSurfaced agents who were struggling, sometimes for personal reasons
- Captions: Test a 7-day free trial against a 3-day one7-day did worse, so the 3-day trial stayed
- Captions: Run every new feature as a two-week A/B test before keeping it
- Ask for a rating or review and link straight to it after helping someone