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Customer review management tools for mobile app teams

What is customer review management?

Customer review management is a set of practices aimed at monitoring, protecting and improving a business or products’ reputation, using customer reviews. At Appbot, we have found that the best way to grow your product or brand is through making full use of your user feedback. Listening to customers’ opinions, as conveyed in your customer reviews, and then taking action on what you learn is what we define to be the core of customer review management.

How to get started with customer review management

Appbot offers an array of features to simplify your customer review management processes.

When you log in to Appbot you will see a list of tools on the left-hand side that is designed to help you quickly understand the content and sentiment of your app reviews.
customer review management diagramEach tool has been set up to show you different insights on what people are talking about, complaining about or requesting in your customer reviews.

Appbot Customer Review Management Tools:

Analysis Tools

  • Reviews is where you go when you want to see a list of your app reviews, to manage replies to Google Play reviews, or see recent summary stats.
    Click here to learn more.
  • Ratings is the only place that will show you app figures that include star only ratings.
    Click here to learn more.
  • Sentiment is where you can get an overview of how customers think your app is performing. It shows trends in positive and negative sentiment, aggregate sentiment data, as well as trends in review volume and star rating.
    Click here to learn more.
  • Dashboards allow you to easily monitor the parts of Appbot that are important to your business. You can build multiple dashboards, and select from our wide range of widgets to create a dashboard that contains all the data you need at a glance.
    Click here to learn more.
  • Compare shows you the headline KPIs for all the apps in your account on one page. Filter to look at your own apps, or perhaps your competitors. Easily identify the winners and losers for any Topic or Custom Topic.
    Click here to learn more.

Grouping Tools

  • Words shows you the most commonly used words in your app reviews. It also offers a list of critical words that we recommend monitoring closely. The Word Cloud provides greater depth and allows you to analyze the sentiment for reviews containing a specific word with a single click.
    Click here to learn more.
  • Topics helps you see at a glance what the most common themes are in your reviews.
    Click here to learn more.
  • Custom Topics allows you to automatically track reviews containing a group of keywords and phrases that are important to you.
    Click here to learn more.
  • Tags shows you a summary of the manual tags that you have applied to your reviews.
    Click here to learn more.

Audience Tools

  • Versions allows you to easily compare the sentiment of your different app versions at a glance.
    Click here to learn more.
  • Countries allows you to geographically analyze your iOS app review sentiment, and see where the majority of your reviews are coming from.
    Click here to learn more.
  • Languages shows you the detected language break down for your reviews on iOS apps, and the specified language for your reviews on Google Play apps.
    Click here to learn more.
  • Emotions plots patterns in how your customers are reacting to your app on a chart to help you quickly identify outliers that may require urgent attention
    Click here to learn more.

Connecting & Reporting Tools

  • Exports is where you will find some convenient CSV and Excel reports. Appbot offers pre-fabricated exports like Average Rating per Country or Review Volume by Date to save you time.
    Click here to learn more.
  • Integrations is the place to go to send your app reviews to external tools like Slack, or your CRM.
    Click here to learn more.
  • Appbot API is a RESTful API that allows you to access reviews programmatically so that you can build reports for your app reviews any way you like.
    Click here to learn more.

Customer Review Management Tips and Techniques:

Each company has different customer review management goals. The approach you choose needs to align with your objectives, and might include some or all of the following:

  • Monitor your average Rating regularly. If you’re receiving a lot of reviews (>100/day) we suggest daily monitoring. Below this threshold weekly or monthly might be enough for you. Dig into Reviews whenever you see significant changes occurring, to help you understand what is driving that change. Appbot makes it easy to receive this data in a variety of ways.
  • Read a sample of your Reviews regularly. We recommend sharing this information with your Product and Technical teams via Slack, email or a Dashboard.
  • Replying to users is one of the most powerful techniques for customer review management. You can read about some of the benefits of replying here. Some best practices for replying to customers can also be found here.

If you need any further assistance on Appbot’s customer review management tool, don’t hesitate to contact us with any questions or check out our FAQ section here.

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