With the recent update up to iOS 10.3, developers can now respond to reviews on the Apple App Store, and Android developers can do so on Google Play Store. There are many actual results caused by app reviews that affect the performance of your App.
Everyone knows that reviews are classified into positive thoughts and negative ones. In the first instance, it's very satisfying to appreciate users' opinions, and it is relatively simple to express gratitude for their sharing their experience. The second scenario is more challenging from various perspectives, and we'll discuss the best ways to handle the bad feedback.
Every app developer gets unhappy when their creation gets criticized after-hours developing it.
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However, you must be professional and approach this situation best.
If your App is at the heart of the problem, your first step is to apologize and assure the user that you will do all you can to resolve the issue. Making it clear that you are aware of why the problem occurred will make them feel that you're there to help them and are willing to improve the application.
After reading the review, the most common reaction after reading the thought that you are unhappy with is to become angry and slam the study's author. Refrain from your response and take an instant.
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It could be that the user is correct and your App was the cause of stress, or perhaps he suffered a bad day, and your App had nothing to do with the issues. Whatever the case, you must keep your fingers on the pulse and find out the root of the problem.
Sometimes, it's not enough to let users know that you're sorry for the problems caused by your application. You can demonstrate your point when you provide them with virtual items or other benefits associated with your App to make them feel more positive about your App. Also, you can prove to them that you didn't intend to make them feel wrong about your work.
Following the launch, every App will have its own set of issues. No matter how small, they're inevitable since it's impossible to please everyone. However, it is preferential for negative impressions are not made public outside your app store.
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Make it clear to all users that you are available via different channels such as an email address or a support area within your application. If one of your customers is looking to leave negative feedback on the app marketplace, be courteous, follow the steps above, and try to shift the conversation away from the eyes of other users.
As we've already mentioned, there are instances in which the review isn't necessarily about your application. It's not worth paying any attention to such individuals. Communicate it in a friendly manner to ensure that you don't fall into their trap and ruin your reputation.
We'll share some practical ways to improve your App's reviews on the app store.
As we mentioned earlier, it is vital to inform your users of the changes you have made to your application and let them understand that you're on hand to keep everything to their satisfaction. It is essential to demonstrate that you listen to what they say. In our mobile-based success story on Slack, you'll notice that the primary strategy used by its founders was to get feedback from their users in every way, which allowed them to achieve the speed of expansion.
Because no app is perfect, Perhaps you're aware of the most common issues generated by your App that your users could easily handle.
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Include some easy steps in the description of your App to help users if they find them with these situations.
It is essential to ensure that the path from the customer to you is quick. To avoid the situation where an unhappy customer posts a complaint about your App in an app store, you must create a solution within your App. This will assist if users encounter issues with your application. It should be visible to all users who open your app and ensure that any problems will be resolved.
To do that, you should solicit users to provide opinions. Still, it is essential to concentrate on active customers and not interfere with their activities within the App. This brings us to the next step.
Social media platforms are beneficial since users are more likely to voice their opinions via social media platforms and establish a lasting relationship with their clients.
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We encourage you to go through the article 3 Feedback Channels that Engage Users for Creating Exceptional Mobile User Experience to gain valuable insights into how to better communicate with your customers.
It can be very challenging to manage negative reviews about your App. However, it's not an end in itself. There are more critical matters in the world than a negative impression of your application. Instead, please think of this as a chance to enhance your App and improve the experience for the people who think it is suitable for their requirements. Encourage users to share their opinions, but ensure that only the positive ones make it to the store page for your App.
Hope this article is helpful to you, thanks for reading.