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How to deal with reviews in the App Store and Google Play

You have uploaded the application to the store, but users are in no hurry to download it. How to fix it? First of all, look at the ratings in the App Store and Google Play. It would seem that the next step is simple: respond to reviews and fix bugs. But everything is not so simple.

In one of the episodes of Black Mirror, where user ratings on social networks received legal significance, the heroine’s life was ruined by a low rating. The same will happen with the mobile application if you have a large percentage of deletion of reviews and if they are negative.

To understand how important it is to respond to comments in the store, let’s turn to the statistics:

– According to Apptentive, 79% of users check reviews before installing an app

– 4 out of 10 users trust reviews more than personal recommendations.

– The experience of other customers is one of the main factors when choosing to “download or not download” an application.

All of the above points make us understand that success directly depends on working with reviews. Lacey from Nosedive didn’t know that. In order not to be like Lacey and not repeat her mistakes, you need to figure out how to properly respond to user comments.

Let’s start from the beginning

Is it important to respond to all reviews? Yes, especially if the app has been in the store for less than 6 months. Feedback from users will help improve the application. What matters is how you respond. Since the application is new, the user may not be able to navigate it. You must direct and give instructions that will cover the client’s need. A constructive response may change the rating from 1 star to 4 stars or higher. Higher rankings mean better visibility on the App Store and Google Store.

Need to answer quickly?

The quality of the response is more important than how quickly you publish it. Your response should be free of obscene language, aggression and conflict. Customer focus is exactly what you need to repeat like a mantra when you reply to a comment. Create an alert so you don’t miss 1 or 2 star reviews. You can also integrate IFTTT with your preferred notification method. To save time, prepare answer templates for positive comments.

What else can be done?

If the problem is complex and requires additional information, leave your email in the comment for communication. A personal approach will help the person feel that you care about their problem.

What’s next in the story?

According to the plot, the girl was very nervous when her rating fell. This is not surprising, since the brain in a stressful situation refuses to work rationally. Thus, she made more and more mistakes and left in a decrepit car into the sunset. We don’t want that.

The reason app ratings and reviews are so important is because they make a significant contribution to the overall branding of an app. Positive reviews will help new users trust your brand faster.

The way you respond to reviews shows people how you feel about your audience. Is your tone friendly? Do you use certain phrases or even hashtags that match the app’s identity? All this helps to increase brand awareness.

Positive feedback can be obtained simply by asking for it. Place a request to rate the application in a pop-up window or in a tooltip after passing the next level. The main thing is not to rush. Give users time to get used to the app before asking them to rate it. Offer to leave a review for a small prize, in-game item, currency, or a discount. The App Store and Google Play have rules about contests and rewards, so please read them carefully.

As simple as hints within an interface may seem to developers, users may not have a clear idea of ​​what you are asking them to do. Not always the vision of developers converges with the real behavior of users. The only way to know if your suggestion actually works is through A/B testing.

Credits

A review is feedback from your target audience, even if the review is negative. Do not expect only positive feedback, they do not give a complete picture of the interaction with the application. If the user reports a problem, it’s a chance to fix bugs in the app and connect with the customer. According to Apptentive, 51% of users expect businesses to ask for reviews. 98% of those surveyed said they were most likely to comment on an app when asked.

All about what Adsup. me told in this text – this is only part of the optimization that will help you get to the TOP. No less important will be work with graphic design, text verification, metadata density and many other details. All these stages together are called ASO. Completing each step will allow you to get more installs and loyal users.

P.S. We have a Telegram channel – there we will talk about digital advertising, mobile applications and industry news! Everyone is welcome!