How to optimize on reviews management for App Store & Google Play?

Go to the profile of Evgeny Kruglov
Evgeny Kruglov
How to optimize on reviews management for App Store & Google Play?

Working with customers feedback is fairly considered as an important part of product development strategy. It helps in understanding your products strongest & weakest part thus you can emphasise the first & improve the latter.

For quite a long time when talking about customer development for mobile apps, most comments were referring to Google Play as it was the only store to provide native answers to users reviews. If you were developing an iOS app, you had to implement some extra SDKs to collect & manage customers feedback.

Luckily this Spring Apple finally introduced to developers the ability to answer user reviews via iTunes Connect. And now they can take full advantage of this feature in both stores.

Answering app reviews can serve a lot of purposes:

  • A dialogue with your users turns them into loyal customers.
  • When you follow up negative reviews they are very likely to turn into positive ones.
Our observations show that significant number of users who received a prominent and informative answer to their negative review tend to change it to a positive one within day or two.
  • When deciding either to install app or not, users tend to trust those apps who have developer’s answers in Reviews section.

The only problem with answering reviews nowadays is that it’s a complicated process as you have to access two different systems simultaneously — iTunes Connect & Google Play Console, which implies extra necessity to manage access to them if you have more than 1 person to work with your users.

It as well complicates analysis of customer sentiment as you can’t do a cross search or work anyhow else with both appstores at the same time.

One of the ways to optimize appstore reviews management is to transmit them into third party system which will provide some extra options which native dashboards lack.

Slack is one of the most popular systems like that as it allows to simplify reviews management & gives access to them to everyone on the team & not only to those who have iTunes Connect or Google Play accounts.

And, of course, it’s not only convenient to track reviews in Slack but to answer them as well. And this is the case for AppFollow’s Reply bot — a convenient tool to monitor & answer reviews in Slack.

With AppFollow you can aggregate reviews for both iOS & Android apps in one feed and — by adding @appfollowbot to the same channel — answer reviews from both appstores.

To set up Reply bot you need to link your iTunes Connect or Google Play accounts with AppFollow. You’ll be able to manage reviews from their web dashboard as well (it provides few extra options like reviews tagging or export). Team plans to add these features to Slack bot in the near future.

This approach gives you several benefits:

  • No more problems with iTunes Connect or Google Play accounts management — instead you manage channels in your team’s Slack.
  • You track reviews from both stores at once — this saves a lot of time so you can better understand & analyse users sentiment.
  • You manage reviews answers from one place & customer support can be easily done by anyone in the team.

So, Slack proved to be a convenient & neat team communication tool to operate external services. AppFollow has been managing integrations with Slack for two years already, allowing developers track all kind of data from appstores. Reply bot feels as a natural evolution for their service.

If you do want to optimise your reviews management for App Store & Google Play, set up AppFollow’s Slack Reply bot now. It’s easy! ✌️

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