Reputation management is an essential part of every app or game growth. What users think about your app, how likely they recommend it, and what issues they have — these are the questions you should care about most.

Some companies still don’t consider feedback from the app stores as somewhat useful or don’t have a sufficient workflow to work with them. But here’s a thing: unlike email and chat conversations, app store reviews show what your customers say about you in public. They’re like Google reviews that are displayed to everyone searching for your company name.

Who will download an app that other users review as a scam?

A featured review in the UK means that every iPhone user from this country will see this negative feedback on the app page.

But don’t panic, we’ve gathered a list of Zendesk apps that will help you turn such complaining users into loyal customers.

Zendesk is known for its app marketplace. There you can find different tools to ease your support routine. Some of them gather feedback from the app stores and deliver right into your Zendesk account. Today we’ll be reviewing these apps:

1. Google Play Reviews app by Zendesk
2. Appbot app
3. App Store & Google Play Reviews app by AppFollow
4. ReviewBot app
5. Reviews.io app

Here’s a quick overview:

Let’s briefly cover the pros and cons of these apps for Zendesk.

1. Google Play Reviews

This is the official app from Zendesk that allows you to receive Android reviews as Zendesk tickets.

Pros

The best thing about this app is that it is free of charge. As the app is developed by Zendesk, you can finish up the integration right there (not all apps from our list do that meaning that you have to go to their websites and register an account first).

Getting new reviews as Zendesk tickets is another significant pro, otherwise, you’ll have to use a link and reply via console. The app also allows you to sort Google Play reviews out to a separate view. It helps you separate reviews from different stores or with a different rating.

Cons

The app supports only Google Play Store, so there’s no way to scale your support and cover other app stores, such as App Store, Amazon Appstore, Microsoft Store, etc. You can’t translate reviews automatically and will have to spend time on manual translation.

The app is a better option if you’re able to cover every single review. If not, you won’t have any option to choose the most important reviews.

Despite the lack of info in the subtitle (e.g. rating changes, OS, app name), the app still is the most native way to reply to Android reviews from Zendesk.

Types of app reviews you should care about most.

2. Appbot app

Appbot is all about tags, both generic and semantic ones.

Pros

The app supports all major app stores, including Microsoft Store. It is a good choice for omnichannel communication. There’s also reviews auto-translation available that will save you a bunch of time if you don’t have a multi-language support team.

Cons

You can neither set up the app nor reply to reviews directly from Zendesk. Yes, you can see the content, but you will be redirected to the console to publish your reply. It means that all your support agents will have to get access to the consoles as well.

Easy to identify app name, OS, and rating from the ticket’s title. Despite having the reply box, you will still need to use the reply link below to get your response published in the store.

3. AppFollow’s App Store & Google Play Reviews app

The most native Zendesk app for the major app stores from our list. It supports maximum filters and built-in Zendesk features.

Pros

Lots of native Zendesk features: widget, reviews updates in the same thread, reply statuses — there’s no need to adapt to a new tool as everything looks familiar! You can set up separate channels for different types of reviews, for example, where users downgraded their rating.

Another benefit is the ability to choose a country of review. If you have several support teams in different regions (e.g. English-speaking, Spanish-speaking), you can set up a channel for each team and get the reviews from the chosen countries.

Cons

It’s not the cheapest tool, the price starts from $119 per month and depends on a number of replies. You have 20 free replies per month, though. Also, the app doesn’t support Microsoft Store so far (but will be at the beginning of 2020).

You can see all the review updates and your responses in one ticket. Your response will be published directly in the app store. 

4. ReviewBot app

A low-budget way to cover feedback from different stores.

Pros

Supports all major stores, including Amazon and Microsoft. The price starts from $5 per month which is affordable even for an indie developer.

Cons

No way to reply directly from Zendesk which makes it impossible to assign agents and manage their work — you literally have to get back to the App Store Connect or Google Play Console all the time.

To reply to this review, you need to use the reply link. If a review is positive, you can also share it with the public by using the share link.

5. Reviews.io app

The app helps you gather both web and mobile apps’ feedback from different sources, such as the Amazon, Trustpilot, Facebook, and more.

Pros

Supports different review platforms, such as Yelp, Facebook, G2 Crowd. A good way to work with a web service’s feedback. Here you also have native Zendesk features: replies directly from Zendesk, widget, reviews updates in one thread.

Cons

It’s the most pricey option on our list, the pricing starts from £129 per month. As for the feedback from the app stores, you can only work with it via their site or require a customer offer to get everything into the Zendesk app.

Here you will be working with the right side space only. No technical details about the user’s OS, device, version, etc.

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We’ve also noticed that only apps from Zendesk and AppFollow have users’ ratings and reviews. As we’re talking about user feedback, it’s logical to pay attention to what others say about these tools, right?

Remember, a company’s rapid reaction increases its chances to get a new loyal customer. Our research shows that 74% of users who got a developer reply increased their rating. While 60% of users who didn’t get a response, decreased their rating throughout a week.

If you’ve never worked with feedback from app stores, here are a few ways to start.