How to save 50% of a work day when managing mobile user reviews

Go to the profile of Vera Rabkina
Vera Rabkina
How to save 50% of a work day when managing mobile user reviews

Table of Content:

  1. Why are auto-tags needed?
  2. How auto-tags save time
  3. Ready-made rules to use auto-tags

Tags are one of the basic support tools. They help to identify user problems, analyze how frequently they occur, and respond to similar cases more quickly.

For all their advantages, tags have one deficiency: to tag a feedback, an agent must first read it and manually select proper tags. The majority of support teams juggle tasks and they have to decide between assisting a user, or tagging feedbacks for the subsequent analysis and bug fixes.

But imagine that someone had already processed a majority of customer feedback by the beginning of the workday, and, coming to work, you focus only on responses.

AppFollow Auto-tags are your first line of support, sorting feedbacks for you. And you save the agent up to 4 work hours per day!

Why are auto-tags needed?

  • To speed up feedback processing by several times;
  • To focus on important tickets, so reducing the amount of routine tasks;
  • To switch less between context, which often took up a lot of time;
  • To quickly respond to all feedbacks with a similar topic;
  • To speed up problem resolutions and close tickets.

How auto-tags save time

We decided to take the game Call of Duty: Mobile and count how much their support could save on tagging negatives, if they were working with feedback.

On March 12, in Google Play, the game received 2,520 reviews, 495 of which had 1-2 stars. Let's assume that to send them quickly for processing all of them require tagging.

customer service automated
Source: appfollow.io

Let's assume it takes an agent 30 seconds to read and tag a review and 1 more minute to send a canned response in AppFollow. (We intentionally rounded data for easier calculation.)

Without automation:

An agent will spend 247 minutes to manually tag 495 reviews. This would have been enough to respond to 247 reviews.

With automation:

5 minutes to create tags (existing tags can be transferred from the helpdesk and not recreated)

20 minutes to create and test 2-3 main rules

0 minutes to tag, tags will appear automatically in 10 minutes

Savings:

In this example, we saved 222 minutes, or roughly agents' 4 work hours per day, and did not miss any critical feedback.

service automated response
Source: appfollow.io

In 5 minutes, we created two rules: 'issues' with crash and bug complaints, and 'update' with issues after app update.

Now we'll analyze how negative feedback changed in a week for Call of Duty: Mobile. For that, let's review tags in Tags Chart:

autoresponders
Source: appfollow.io

On March 11, there was a peak of negative feedback with the "issue" tag. We can quickly sort reviews by this date and review certain issues. At the update, only 10 users complained, and there was only 3.5% negative feedback overall.

Ready-made rules to use auto-tags

It is difficult to foresee automatic rules for all reviews, however, properly selected rules will help tag more than half of customer reviews. And most importantly, you can respond to all similar reviews at once, without switching between context.

Here are several useful rules:

  • Bug or issue. Use such keywords as ‘bug|crash|problem|issue’. If a specific issue appears, create a personal tag for it, for example, ‘login|log in|sign in’. You can also assign a rating of 3 stars or less. However, a loyal user may write about a bug and give a high rating;
automated message
Source: appfollow.io
  • Feedback from the previous update. Assign 3 stars or less and keywords ‘update|updated’ in the rule. In doing so, you will quickly collect negative feedback after an update;
  • Thank yous. Assign keywords ‘thank you|thanks|love|great’ with a 5 star rating. We do not recommend including feedback with 4 stars, because loyal users frequently describe issues in them.
Tip: if key inquiries in the rule are divided by OR character 'I', the tool will tag reviews containing one of these inquiries. Rules must be created separately for each language.

--

AppFollow research shows that 74% of users who received a response raise a rating, and 60% who do not receive a response return to reduce a rating. By tagging reviews you can find important feedbacks more easily. Answering them will help keep user loyalty and increase the app's average rating.

Would you like to increase the efficiency of customer support? Sign up for auto-tag trial demo.

Read other posts from our blog:

How to respond to the App Store and Google Play reviews

How to respond to the App Store and Google Play reviews

How to respond to the App Store (iPhone) reviews and Google Play (Android) reviews to increase user loyalty and app installs. What are the strategies and outcomes for companies of different sizes. Reply to reviews in 2020.

Anatoly Sharifulin
Anatoly Sharifulin
How to find and neutralize negative app reviews

How to find and neutralize negative app reviews

Get rid of those offensive reviews that ruin your reputation and average rating. Using AppFollow you can do it in two clicks.

Vera Rabkina
Vera Rabkina
How to automate customer support routine in 2020

How to automate customer support routine in 2020

To keep the support team from doing rote work, sending the same reply over and over, AppFollow is launching a new tool: Reviews auto reply.

Vera Rabkina
Vera Rabkina
subscribe success
subscribe fail