How you reply to customer reviews often influences whether a prospective user will select your app or game, and whether they will recommend it to others. Responding to user reviews and engaging with your customers is a smart practice. With this approach, there are many immediate results that you will notice, especially in cases where you can resolve an issue or concern easily.
Showing customers you care
If your users take the time to submit an app review, you should take the time to respond. Regardless of what your customers say, it is crucial to let them know you are trying to resolve any problems by explaining the steps you are taking to address their concerns.
Here are some points to keep in mind before responding to customer app reviews:
Address User Issues, and Fast
Always respond to app reviews where a customer is complaining about a crash or other unanticipated type of behavior.
Acknowledge Any Missing Features
While most developers strive to make their app as intuitive as possible, there is the possibility that some users may not see functions that are available. Respond to these reviews with clear, detailed directions. Your response may set the stage for a four- or five-star updated user review.
Leverage Valuable Feedback
Many user reviews deliver valuable feedback to app developers. Use these reviews to your advantage, and acknowledge that you have seen and taken their feedback into account.
Responding to negative reviews
The best approach to negative reviews is to respond with an apology, describing in further detail what you are doing to fix any issues, along with an offer to help make the experience better.
For example, if a customer writes to complain that they have to pay, consider saying:
“Thanks for your comment. We have researched many different ways to make this game a financially sustainable project, and we decided to go with in-app purchasing. We will keep looking at new models as they are developed, and hope to thrill you with amazing gameplay in the future."
Responding to positive reviews
It is important to respond to your app’s positive reviews, too, even if it is simply to say “Thanks!” This customer-centric approach demonstrates how much you care.
Also, responding positively impacts your app’s search rankings. By responding appropriately, you can improve the SEO ranking of a user review, and help the review show up in search results.
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In this new eBook, we discuss topics, such as including video promos in your app marketing strategy, writing killer product descriptions, and the importance of choosing the right keywords. Readers also learn how to get their app or game featured on the Amazon Appstore.