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How to Manage App Reviews

Releasing an app is only the beginning: as the download numbers grow, companies need to monitor incoming feedback closely. Reviews are invaluable: they provide key insights into the audience’s preferences and expectations. Wise feedback management helps companies boost sales and expand reach.

Sifting through reviews manually is time-consuming. With the dedicated software, managing app reviews is a breeze. All key indicators are reflected on a dashboard, so you know when urgent action is required. Auto replies and help desk integration boost efficiency. Such systems are elaborate, but they are still based on universal principles that worked decades ago.

1. Encourage Feedback

Forgetting to ask for reviews and bombarding users with feedback requests are two common extremes. Learn from the mistakes of others and find the perfect balance. Make sure the popups are not premature or too frequent.

How much time does your average user need to form an opinion? Let them try out the app, so they have the experience to share. Being hasty is like sawing off the branch you are sitting on — instead of appreciation, you will only cause annoyance.

2. Build a Dialogue

Now that you have generated some reviews, it is time to respond. Never underestimate the power of conversation and the written word. A dialogue is a great way to develop and stoke customer loyalty. It does not matter if the review is positive or negative — your company must accept praise and criticism with grace.

People who leave reviews want to be heard. They invest time in sharing their impressions, which means they care about your brand. Perceive every comment as a statement of care, whatever the tone (unless its author is a troll). Respond professionally to show that you care. Feedback management software can automate this process.

3. Disarm Your Critics

Critics are not your enemies. They are actually your potential fans. In general, users who receive prompt and informative replies to negative comments may change them into positive ones. Even when the customer is mistaken and makes unfounded claims, their feelings are valid, and the company must acknowledge them.

Dissatisfied users want to feel heard. Make sure you show them that their opinion matters. If the grievance is well-grounded, fix the issue and show them that their feedback has made a difference.

Feedback Is Crucial

When users decide whether or not to install an app, they rely on the opinions of others and the developers’ replies. Whether you like it or not, feedback must be monitored and managed. Fortunately, it is not necessary to respond to each comment manually.

There are systems that aggregate and analyze reviews from the two app stores in a single feed and make replying faster and more efficient. They even use semantic analysis to identify the most common causes of dissatisfaction. The analysis of customer sentiment delivers invaluable insights that help you encourage more downloads and grow your business.