Google Play Store Reply To Comments

Why to reply to reviews in App Store and Google Play

Replying to apps and games reviews is a valuable channel of communicating with your users. Answering their questions and requests tin help y'all to reach the college ratings and conversion rate, improve the product, get loyal users and, in general, accomplish more sales. Before buying it, users will ever get to read the reviews first, so other customers' experience will be primal in their controlling regarding your app. That's why the replies must be fast and detailed.

Today we're going to become into a strategy for responding to reviews. If you've never worked with the reviews, yous'll be able to start doing it properly and see the first positive results. If you lot've already done that and didn't see much effect, our tips and tricks volition make your responding work more automated. You will also learn more about the mutual mistakes that brand it less constructive.

Strategy i: Reply to all reviews

When to use it

You can use this method when y'all have a minor number of reviews (10–20), and the support team tin can handle replying to all of them.

Take into consideration all reviews received. It's particularly of import for a new app, as the reviews help to go feedback correct from the outset, or after a new feature launch. In a way, it can be referred to as a client development methodology: which users are new, how fast they learned to piece of work with a product, what they liked or didn't like, etc.

Later the app launch, replying fast is not as crucial as replying correctly. The focus must be on users' opinions and helping them to learn how to use an app. If they're not able to figure out how to use information technology and you don't assist them properly, they will definitely go to your competitors. New users will only see problems and negative reviews when visiting your app page, which will drop the conversion charge per unit.

Having paid for a Pro Plan, a user had difficulties with synchronization. It's important to respond to such reviews, as more users will then see that everything works with no bugs. Call back that if your customers are satisfied with your assistance, they can update the feedback to a higher rate.

How to start

Outset following reviews on Slack, Discord, or email. Cull the services that volition enable you to send replies easily — the faster you get notified about the problem, the faster your team volition exist able to handle it. Yous tin also write to your users that you take been currently working on fixing the issues.

Android developers are able to go feedback from blastoff and beta testers even before publishing their apps. Admission to reviews is available through Slack and the personal profile, which makes it possible to kickoff replying right away. Beta reviews are considered as working with users, the simply departure being that they are not published on Google Play and don't affect ratings and rankings.

AppFollow allows you lot to easily sort out beta reviews in a personal profile along with the replies to them. This feedback doesn't become published on Google Play, which is very of import when you test new features. Source: appfollow.io

>More about working with the users after the app launch using the example of the Babycare & Breastfeeding app here .

Strategy two: Only answer to reviews that got featured

When to employ it

Utilise this method when there are few app reviews (more than than l reviews per week), and when negative ones are less than 10% (1–ii*)

The reviews that got featured show up on the app page on the App Store and Google Play. The App Store publishes six reviews, while Google Play shows three reviews on smartphones and four reviews on the Web store. Every country has its ain language and specific reviews, then it's of import to divide the countries and locations and work with them separately.

These reviews are the most important for install-to-conversion rates, equally most users only get an impression of the app based on the first reviews they see. If most of them are complaints, it tin can simply have a negative issue on the number of installs.

First featured review on the App Store. A customer complains virtually a flying canceled without warning and with no refund of money. The review, with no response or apologies, is the offset one that catches other users' attention.

How to kickoff

Yous can employ filters on AppFollow to reply to such reviews faster. Keep track of what reviews are getting popular in different countries and how many likes they get — all of that is visible on the AppFollow profile.

Want to receive your featured reviews on Zendesk, Helpshift, or some other Assist Desk service? Make it impact and we'll set them up for you.

Remember that anybody will see your response to a featured review. Try to ensure your customers that the problems they have experienced volition be fixed shortly, and if necessary, try to continue advice via email.

Brand sure you inform users that you've taken intendance of their trouble. To make it piece of work faster, utilise tags to observe the specific tickets; e.thousand. "update reply" or "problem with sign-in registration". Y'all can also enquire users to alter your rating when they update their feedback. In this way, you'll increase your rankings.

More than about working with the featured reviews using the Hotellook app example here.

Strategy iii: Only reply to negative reviews

When to employ it

Use this method if an app has many negative reviews (one–iii*), more than 10–15%

By replying only to negative reviews, we solve the users' problems and make it less stressful for the support team. The more unhappy customers we can help with the answers and turn into happy ones, the higher our ratings and install conversion will be.

*Unable to log in, the user gave an app but i*. Support managers were fast plenty to help him on Helpshift, and the user inverse the rating to five*. Source: helpshift.com*

How to start

Receive negative reviews with the service used by the support team, e,chiliad, Slack, Zendesk, Help Picket, Intercom, Helpshift, and the personal contour on AppFollow. Replying to the issue is possible directly from the ticket.
Become positive and negative reviews separately. For example, negative ones become straight to Help Desk-bound or a dedicated conversation on Slack for immediate reaction. The rest of the messages should be sent to the service most user-friendly for analysis, such as Slack, Discord, or email.
Tag the negative reviews and use the semantic analysis to define what the users complain about virtually often. Brand tags with the most common bug, such as "registration issues" or "update bug". It will help if you tin observe a like template and answer in time.
Employ response templates. This volition have less fourth dimension to reply to negative reviews asking users for more details or reassuring them that update bugs will be fixed. Prepare 2 or 3 templates for each tag with issuers, and answer within a couple of seconds.
Monitor the updated reviews. AppFollow offers a "Became better/Became worse" filter. It shows whether the users change their reviews for the better (which ways that the response strategy and support team are working well), or worse (check how fast and efficiently support managers are working). In this case, you may need to change the template response, or non utilise it completely.

A user updated the review xviii times to attract the developers' attention. With the update filters on AppFollow y'all can keep track of any dynamics and come across what problems your users face. Source: appfollow.io

> Read more about working with the negative reviews using the example of the Telegram app hither.

Strategy 4: Automatically answer to reviews

When to utilise

This strategy is suitable if you have a support department and a team of back up agents.

The strategy is convenient when users inquire questions about your services: online store, discounts, subscription buy, or a new quest, etc.

When users give 1–2 *, they want to catch the programmer'due south attending to bargain with their issues.

The number of reviews may be overwhelming, and so one negative review won't make the conversion number drop; but the users won't be able to make a buy, and therefore at that place will exist less turn a profit for the company.

How to outset

Work with customers through the Aid Desk services or straight through AppFollow:

Help Desk is more convenient for support agents to work with as they feel more comfy with it. Each ticket can testify the update history, leave a annotate for colleagues, or ask for aid with the answer.
If you don't employ Help Desk-bound services, set upwards auto tags and response templates on AppFollow. Both of them tin can exist divided according to users' requests and their languages if you work with several countries.

Clarify the reviews and larn what the well-nigh frequently asked questions are. Make templates based on these topics and translate them into several languages. Come up with two or 3 options so equally not to publish just one response on the page. This way you lot can relieve more fourth dimension replying to reviews.

Templates won't brand 100% of working with reviews automatic, as there will be more difficult issues requiring attending and aid.

In addition, you tin employ the "Became worse" filter on AppFollow. Detect the reviews that got lower ratings. As users can update them consistently, the conversion rate of each version may get down. Start replying to every update until the issues are solved.

Read more about working with the Help Desk service using the example of Zendesk in our article.

Common Mistakes

No notifications. Acquire about the problem and reply quickly to become a college rating from the users. Without getting notifications, y'all may have a week or more to answer, and lose the gamble to win new customers.
Relying on previous replies. Users don't remember what you wrote previously and won't start searching for the answer in other reviews. When asking the questions, they desire to exist replied to specifically. Every fourth dimension a user updates a review, go alee and update your reply.
Fixing bugs without informing. Testify your customers that you are working on the problems they have faced. Prepare the bugs in a new release, and update a reply to those asking (apply tags to detect these particular messages). Also, attempt to ask the users to give high ratings, and the conversion rate will go up. Publish what you've changed in the What's New department. (Aye, users read those, and update their reviews accordingly.)
Using one template for two different updates. It looks like you lot can't really be bothered to reply. Add emojis when you transport Cheers replies.
Ignoring featured reviews. If some of the featured reviews are negative ones, this will pb to a lower conversion charge per unit.
Being okay with the negative ones. Spam or PR from your competitors are crucial for conversion: users tin can just choose the other app. If the negative reviews are coming from bad competitors, complain to them or give dislikes. Learn how to do this in our Aid Middle.

How to Choose the Right Strategy

It's important to call up the following when working with reviews:

In the early stages, reviews aid yous to understand users and attract them to your app.
When developing and growing, reviews influence conversion to-install-rates.
Even after winning the market, reviews are important for loyal users and sales.

If there are not plenty people in a squad to piece of work with the reviews, combine the above strategies and answer only to featured and negative reviews. This volition cover the near problematic areas in working with the users.

These strategies are not merely suitable for iOS and Android apps. AppFollow makes information technology possible to also work with Mac and Microsoft apps and games, and all the above-mentioned strategies can be applied to them.

Do you want to amend working with your customers' reviews? Get in touch with united states of america and we will help you to set upward working with reviews, amend your ratings, increase conversion-to-installs, and more.

Got a infinitesimal? Read other articles from our blog:

Originally posted on AppFollow Blog