To make more users interested in your app, you should take care of the review section. Graphics and keywords are crucial, yet they cannot communicate what customers need the most: trust. Text optimization will boost visibility, but if the feedback is overwhelmingly negative, the app is doomed. Here are the basics of review management.
Whether you use Google Play, App Store, or both, the same logic applies. Comments from users affect the conversion rate. According to the highlights on https://appfollow.io/app-review-monitor, review management improves the 3 Rs: rating, retention, and reputation, along with customer service and the product itself. Most users check reviews before installing an app. Here is what to do to boost the appeal.
Table of Contents
1. Know Which Reviews Matter the Most
According to Google’s data, responding to reviews regularly can raise your rating by as much as 0.7. Ideally, every comment should be replied to, and every inappropriate review must be reported. If the volume of feedback is immense, developers have to be selective. These types of reviews require an urgent response:
- Featured/Helpful, as these are the most prominent;
- reviews with a lowered rating (e.g., from 5 to 2), as their authors are likely to delete your app;
- lengthy reviews, as they usually contain detailed descriptions of issues you should fix ASAP.
If the rating falls to 3 stars, you are likely to lose 50% of downloads. This is when any optimization efforts become futile. If it keeps falling, the download count may reach zero.
2. Know What to Focus On
Genuine feedback may contain priceless insights. These include glitches and bugs, counterproductive ads, overpriced features, navigation issues, etc. The semantic analysis provides a wealth of information. The best way to condense it and reply is adding Slack or a help desk service.
3. Build a Dialog
It is essential to talk to your users. Let them feel heard. Critics are not your enemies — they can even turn into fans if you solve their problems. On the other hand, supporters who leave praise deserve gratitude. Every response must convey empathy — understanding of the commenter’s feelings. If someone highlights a bug, let them know your team is working to remove it.
Fortunately, writing a manual reply to every comment is unnecessary. Review management software will collect and analyze feedback from several platforms at once. It allows you to set customizable auto-replies, get notified about urgent issues, and more. These are all-in-one tools for efficient work with feedback.
More Important Than You May Think
For an app to be successful, it needs at least a 4.5-star rating. Such products get featured the most often, and they are found on top positions in the search. Keeping track of user sentiment and interacting with reviewers are key. Remember: failure to manage feedback can send your app to oblivion.
