How To Respond To (Good Or Bad) App Store Reviews?
Great reviews can help make an app more likely to get more downloads for example, companies can find reasons to respond with praise and even provide internal updates on what’s coming with future releases. With the ability to respond to App Store reviews, companies should think carefully about how to engage end-users when responding to App Store reviews, good or bad.
App store reviews
Communicate effectively
- Avoid being defensive about negative App Store reviews.
- Instead, use feedback to see where you can improve your app in current or future feature updates.
- Also, remember that you are responding on behalf of your company.
- So, respond in your brand voice using a language your customer understands.
Answer the question asked
One of the biggest mistakes a developer or company can make is using their answers to promote or promote a new product or feature. Stay on topic and answer your customer’s questions clearly and concisely with your answers.
Respond and improve app store ratings
It goes without saying that you should absolutely respond to App Store reviews, both good and bad. Responding to a negative review gives you the opportunity to shed light on the next steps and stages of your application.
Try to help the user in your answer
Most people will only report their problem once and won’t waste time reporting it through other channels. Many developers use standard answers even if the user specifies a problem in the review. The user has already described problems with geolocation, for example, as well as a problem with careless drivers.
Thank the user for reporting bugs
Remember that reviews are not only useful for users, but also for you. They help make the app more user-friendly, so people want to use it more often. Therefore, bug reports should be taken with a positive attitude. When responding to such reviews, you should thank the user and emphasize that you will consider their suggestions.
Speed up your work with reviews
The sooner you help the user to solve the problem, the more likely they will continue to use the app and improve their rating. Therefore, respond to reviews as soon as possible and do not wait for users to start writing other messages asking to hear them.
Set rules for automatic replies
You can create rules for Asides to respond to users for you. The autoresponder will be selected based on review length, user rating, context, review language, and presence or absence of branding.
Report unfair reviews to the App Store and google play support
![Kyiv, Ukraine- July 15, 2018: Google Play logo on screen Xiaomi Kyiv, Ukraine](https://www.byteahead.com/wp-content/uploads/2022/08/Google-play-logo.jpg)
If the review contains biased information, as well as swearing or insults, it is better to report it to App Store or Google Play support. You may be bombarded with negative reviews from your competitors. Try removing these reviews as they are already ruining your app’s rating.
Reset the app rating in the app store
You can only reset app ratings in the App Store. You should do so if you are confident that you will now be able to get positive reviews. For example, several previous updates were unsuccessful, users wrote reviews about errors, which led to a drop in the rating to 3.
Ask your friends to report negative reviews and dislikes
To prevent negative reviews from ruining your app’s ranking, be sure to report them. First, report them using the asides tools or through the developer console. If the moderators do not respond, try writing to them in live chat. Send them a review translation table in English so they can understand the content of the reviews. The App Store rarely responds to developer messages but pays attention to user complaints.
Try to help the user in your answer
Most people will only report their problem once and won’t waste time reporting it through other channels. Many developers use standard answers even if the user specifies a problem in the review.
Thank the user for reporting bugs
Remember that reviews are not only useful for users, but also for you. They help make the app more user-friendly, so people want to use it more often. When responding to such reviews, you should thank the user and emphasize that you will consider their suggestions.
Conclusion
Always reply to the user reviews that your app gets. It can only help your app grow when done right. Put into practice these do’s and don’ts of replying to app user reviews and you’ll be off to a great start.
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