We’ve established that replying to app person critiques is critical when aiming to be on prime of the app trade. Now let’s speak about what the do’s and don’ts of replying to app person critiques are.
Table of Content
Preserve your developer responses concise and keep centered on the subject
There’s nothing worse than receiving a reply that has nothing to do together with your preliminary assertion or one which rants off-topic. Making a response that doesn’t match up with the person’s evaluate makes your app model look unhealthy and untrustworthy. Learn the person’s evaluate rigorously to kind a concise but additionally complete response. You wish to be sure that you deal with the issue they’re experiencing or accurately thanking them for having fun with your app.
Reply to each good and unhealthy app person critiques
Chances are you’ll really feel tempted solely to reply to unhealthy critiques as a result of what else is there to say to somebody who had an ideal expertise. In fact there’s something to say! That is your likelihood to show that there’s a crew working onerous behind the app to make it higher day by day. It’s additionally a chance to inform your customers you admire them and encourage them to proceed utilizing your app.
The Kitchen Tales crew responded to a person evaluate that was nothing however optimistic. They thanked the person and made it private by including a crew member’s identify. That’s a good way to strategy completely satisfied customers.
Apologize and don’t argue, even when the person leaves an aggressive evaluate
Everyone knows that typically folks get indignant about a problem that’s both not your fault or out of your management. They might get aggressive or depart an exceptionally unfavorable evaluate in your app Store itemizing. Don’t interact within the struggle and as a substitute attempt to appease the state of affairs.
Arguing together with your app customers will solely make the state of affairs worse and escalate it to a spot you in all probability don’t wish to be. Keep in mind that the critiques and your developer responses are public. Anybody could possibly be studying them, together with potential new customers. Take the excessive highway, apologize, and attempt to clear up the issue as finest as potential to not tarnish your app model.
Report inappropriate person critiques, offensive, include spam, or ultimately violate the Google Play and App Store neighborhood pointers
You shouldn’t argue with customers inside your app Store critiques, however that doesn’t imply you’ll be able to’t take different actions in opposition to particularly aggressive or inappropriate statements.
You, as an app developer, writer, or marketer, don’t need to be attacked by anybody. That features your individual app customers. Folks could be merciless; everyone knows that. Whenever you obtain person critiques that contain any sort of inappropriate, offensive, or spam content material, don’t hesitate to report these situations to Google Play or Apple App Store. These customers are violating neighborhood pointers which might be set as much as maintain your app neighborhood secure. If they’re harassing you, they might even be harassing your different customers.
Keep away from asking for the next app score or different advertising language
I’m positive that your app has obtained low scores that you simply didn’t assume have been in any respect deserved. It could be tempting to ask the person to vary their score, however this may solely backfire. A lot of these requests make your app model appear determined or scammy. Additionally, take away another advertising language in your responses. You wish to create a dialog together with your customers to enhance their expertise, not promote them one thing else.
Spirit Roots was heading in the right direction letting their customers know that they launched an replace that ought to repair the issue of dying too simply within the sport. Nevertheless, you’ll be able to see that they requested every reviewer to think about altering their score. This isn’t outright asking for the next score however can appear dishonest and spammy as a result of the very same reply is used for each person who complained about this concern.
There are, nonetheless, instances the place a person will depart a glowing evaluate however, for some cause, provides a 1- or 2-star score. On this state of affairs, be at liberty to ask the person why they gave the low app score whereas leaving such an ideal evaluate. The person will get a notification through e mail or push notification that you simply responded and may appropriate their score at the moment.
Reply to app person critiques promptly
Folks hate ready, particularly on the subject of customer support. Don’t maintain your customers ready. Reply as quickly as you’ll be able to. Your customers will admire your fast response and know that your crew is working onerous on enhancing the app.
Hydrocoach retains up with their person critiques and responds inside in the future.
As well as, more moderen critiques are prone to be highlighted in your app Store itemizing web page. By replying as quick as potential, you make sure that your featured app critiques include a developer response. This undoubtedly strengthens your app model and makes your app extra interesting to potential customers.
Give additional sources resembling help contact data, FAQs web page, or documentation
When applicable, give the person additional sources that they will use to reinforce their app expertise. This can be instances when a problem the person encountered requires extra help or an entire answer.
Don’t be afraid to take the dialog off of Google Play or App Store. There are situations the place you wish to proceed the dialog via e mail together with your help crew. By speaking on one other channel, resembling e mail, you’ll be able to dive deeper into the bug, characteristic request, or different issues or requests. As well as, you’ll in all probability clear up a problem that will have led to a unfavorable evaluate. You find yourself stopping a unfavorable evaluate and as a substitute affect the person to go away a optimistic one.
Bumble shortly reassured the person that they’re a prime precedence to the Bumble crew. By offering a selected suggestions e mail, they will proceed the dialog and higher resolve the difficulty.
Ensure that the contact data to your help crew and hyperlinks to your FAQs are additionally clearly displayed in your app Store itemizing, often within the description. That manner, customers have the choice of speaking immediately with you earlier than they publish a public app Store evaluate.
Ahead billing and downloading points to Apple
Billing and obtain points are usually not unusual for each the Apple App Store and Google Play Store clients. These could possibly be refund requests, double subscription issues, stalled downloads, and extra.
Apple App Store Billing and Obtain Points
Subscriptions and downloads on the Apple App Store are dealt with solely by Apple As an iOS developer, try to be forwarding any billing or obtain points to Apple. Since They’ll do an preliminary investigation into the issue. In the event that they uncover that it’s certainly an issue in your facet, they’ll attain out to you.
The customers even have to know that most of these issues are usually not in your desk. When responding to complaints about billing or downloading, be clear that you simply’ll be forwarding the criticism to Apple. You also needs to give the person the proper hyperlinks to contact Apple. That manner, the issue will get resolved quicker, and also you improve the chance that the person will change their unfavorable app score to a optimistic one.
Google Play Billing and Obtain Points
Google Play works a bit in another way for the reason that Play Store capabilities throughout varied working methods and units. Android builders maintain the first accountability for subscription and set up issues.
First, give your customers a option to attain you exterior of Google Play. A lot of these issues will contain coping with non-public data resembling bank card numbers or person account particulars. Don’t talk about these things publicly as a result of they will put your app and in addition your customers in danger.
Blinkist presents their customers a help e mail and mentions that they’ll work to get a refund for the person.
Inform your usersabout app updates and bug fixes
Did you launch an app replace that implements new options and fixes bugs? Let your customers know! Other than launch notes or push notification about updating, there’s one essential activity that you must full. The duty goes again via your app Store critiques and replying to the customers who needed these new options or reported the bugs.
Letting them know does much more than placing a bit of thoughts in your head. Your customers will notice that you’re working to construct an app for them and that you simply care about their opinions. Customers who need the brand new options might be excited to get again into your app and use them. That’s as a result of they start to really feel like additionally they have a hand within the app growth. They’re now part of your app’s neighborhood.
Disney does an ideal job at listening to their customers and verify again. They took within the person’s notes and launched an replace to repair the bugs. Then they made positive to inform the person {that a} new replace is now accessible.
Customers who have been the unlucky lot to come back upon bugs might be equally completely satisfied. In the event that they left your app as a result of they have been pissed off, they’d be fast to come back again to see the enhancements. On this manner, you’ll be able to carry again outdated loyal app customers who, for one cause or one other, left and have been cautious of returning.
Additionally, if you reply to a person evaluate, the person will get notified that their evaluate obtained a developer response. They’ll see what you up to date, return to take a look at the app, and at last change their preliminary low score to the next one. It’s a win-win for everybody!
This Camera360 person ended up altering their unfavorable score to a 5-stars after receiving a reply to their app evaluate.
Replying to critiques is likely one of the finest methods to not solely herald new customers but additionally improve your app retention price.
Tackle every app person personally however make sure to not launch non-public data
It’s all the time good to know that somebody is listening to your opinion. That’s why it’s important to deal with customers personally if you’re responding to their app Store evaluate. They’ll use a username, even one as foolish as “omg cease it already” which you can name them by. Asana Insurgent did an ideal job simply by beginning their response with “Hello omg cease it already”. The person immediately acknowledges that the Asana Insurgent crew really learn the evaluate and is publishing a geniune response.
Being private comes with boundaries. It’s the web in any case. Nobody desires their private data unfold round. Watch out to not launch, even unintentionally, private data. That features full names, emails, and different non-public particulars. This additionally goes in your personal data. Shield the privateness of your self and your customers.
Keep on-brand by responding with a voice that displays your app
Lastly, Your app Store critiques is the proper place to determine and strengthen your app model. A model is how folks view your app. Is your app enjoyable or severe? Is it for a youthful or an older viewers? Is it focused in direction of a selected gender or area? And digging deeper, what’s the function of your app? What does your mission assertion say? What issues are you fixing?
These are all questions that result in constructing a stable model in your app. So what does this should do with replying to person critiques? Properly, the voice, tone, and phrases you employ to speak together with your customers are all a part of the branding package deal.
For instance, Freeletics makes use of #clapclap of their developer response to replicate the enjoyable and supportive neighborhood feels that they exude of their health app model.
The hashtagged reply doesn’t match with each single app. You need to resolve for your self what matches and what doesn’t match in your model.
Through the use of app evaluate reply templates, you’ll be able to provide you with a number of phrases or methods to say one thing that matches in together with your current app model and use these time and time once more. Customers will develop into accustomed to the best way you talk with them, the best way you discuss. Consequently, your app turns into simply recognizable and in addition relatable.