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On the App Store, reviews and ratings appear both in the search results underneath the subtitle and on the app page in the information panel and underneath the long description.
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Reviews & ratings play a major role in conversion and can have a strong impact on your app’s daily installs. According to a study conducted by Apptentive, 79% of consumers check ratings and reviews before downloading an app. This blog will cover the importance of replying to reviews and highlight tips and tricks to help you improve your average score.
The most important thing to keep in mind is that reviews and ratings are a great source of feedback. Frequently going through your app’s reviews can give you a better understanding of your customers’ experiences using your product, providing a closer look at their wants and needs.
Reviews can also help you identify your strongest features or areas for improvement. To broaden your analysis even further, you can take a look at your competitors’ reviews for a comparative vision. We would recommend that you leverage every key insight you can find and share them with your product team for future tool improvements.
So, why should you reply to your reviews? First, replying to reviews is important to maintain a strong relationship with your users: It is a known fact that giving your consumers extra time and attention won’t go to waste and will be appreciated. However, replying to reviews might have even more benefits. There is always the possibility that the right reply will convince any unhappy users to change their rating and have an indirect impact on your average score. Here are some tips and tricks when replying to reviews:
If your resources (time, effort, employees) are limited, it is recommended that you first prioritize replying to reviews with the lowest star ratings before engaging with positive reviews. On AppTweak, this process is made even easier by being able to filter your reviews by average star rating. Also, keep in mind that the faster you reply to reviews, the better!
Nobody likes automatic responses; people enjoy being heard. As such, try to give users a personalized reply by mentioning their store nickname, for example. This is also a great opportunity to use your brand’s tone of voice to showcase your culture and values.
When it comes to negative reviews, you can start by acknowledging the users’ issues and letting them know that you are working on fixing them. Once the app has been updated to resolve the issue, go back to your old reply and announce the fix. This might even encourage the user to change their mind and give you a better rating.
A great strategy to minimize negative reviews is to employ in-app prompts that ask users for their feedback at an optimal time. To do so, you should identify moments in your user experience where users are most likely to be satisfied with the app. For example, this could be after overcoming a challenge or successfully passing a game level.
Be careful; it is important to not interrupt the user and ask for feedback too soon or at the wrong time, such as during their onboarding. Additionally, make sure to not repeat the prompt in a manner that irritates users.
You should definitely try to ensure your best reviews have the most visibility on the app stores. To do this, you need to understand the procedure behind featured reviews on both the App Store and the Google Play Store:
Another strategy to help minimize your negative reviews is to inform users that they can directly reach you by email or other methods. By adding contact details (e.g., email address) to your long description, not only do you show you are receptive to feedback, you also provide your customers with a way to raise issues directly with your team instead of publicly on the store.
AppTweak now allows you to save time and effort by directly replying to your app reviews in the tool. This highly requested feature helps you to improve your users’ perceptions of your app, quickly reply to negative reviews, and engage with your community. Once you have integrated your Android or iOS app, the reply system is very simple on AppTweak:
If you decide that you are not entirely satisfied with a reply you have already published – or if new factors arise that require you to change your answer – you can simply edit a past reply on AppTweak.
To do so, you can click the ‘edit’ icon next to your reply and hit ‘Submit’ once you are done editing. You can also delete a reply by clicking the ‘bin’ icon.
Keep in mind that some reviews may no longer exist in the store but might still be shown on AppTweak so you don’t miss any feedback left for your app. As a result, you won’t be able to reply to these reviews.
Unlike on the App Store, you cannot delete a reply for Android apps once it has been published. While you will always be able to edit it, you won’t be able to completely erase it from the store.
Once you reply to a review on AppTweak, it can take up to 24 hours for you to see it live in the store; for Android apps, this only takes a few minutes. You might see this ‘Pending’ status appear but once the reply has been marked as ‘Published’, your response is live on the store.
Replying to reviews on the App Store and Play Store is a great way to acknowledge valuable feedback from your consumers, maintain a strong relationship with your users, and convince any unhappy users to change a negative rating.
To optimize your review strategy on the stores, try to:
Our Reply to Reviews feature allows you to reply to reviews directly on AppTweak! Doing so will help you improve users’ perceptions of your app, quickly reply to negative reviews, and engage with your community.