Manage App Reviews With Our App Review Service
Congratulations, you’re all set up and ready to start using Appbot’s app review insights tools to analyse your user sentiment in app reviews and improve your app store customer service!
Watch the video below for a guided tour of Appbot which runs through all of our tools of Appbot and how to use them to effectively manage your app reviews, or have a read through the article below the video if you prefer a text-based overview.
Video Demo Of Appbot’s App Review Service
The Manage Apps Tab
The ‘Manage Apps’ page is the control centre for all of the apps you’re tracking with Appbot’s app review service. Here you can add new apps to track by clicking the ‘Add App’ button at the bottom of the page, or remove existing apps by clicking on the ‘delete’ buttons to the right of your apps.
You can also control which emails you’d like to receive from this page. To do so, head over to “Email Notifications” from the left hand menu.
The manage apps page is also where you set how often you’d like us to send through review emails with app review insights for apps you’re tracking.
- With Continuous enabled, we will email you your new app reviews as soon as we fetch them.
- With Daily enabled, we will email your new app reviews we’ve fetched for that app in one daily batch.
- With Daily Digest enabled, we will email your new app reviews to you daily in one combined email for all the apps you’ve set to daily digest.
If you would like get app reviews sent to Slack, Zendesk, Hipchat, Desk, Trello, Freshdesk, Yammer or Zapier you can set it up by clicking the plus button under the ‘integration’ column for each app. Setting each one up only takes a few minutes and you can configure multiple integrations to communicate to different parts of your organization if you wish.
The Team Tab
Next to ‘Manage Apps’ on the top navigation bar is the ‘Team’ page. This is where you can let your whole team experience the benefits of Appbot’s apps analysis tools! Just type in their email addresses and press ‘invite’ to give your team-members access to your Appbot account.
You can also promote your Team Members to Team Leaders from this page too.
The only difference between Team Members and Team Leaders is that Team Leaders have access to add and remove Team Members, have access to billing and can promote/revoke other Team Leaders.
The Compare Tab
The Appbot Compare Apps page is a quick and easy way to get a high level overview with app review insights for all of the apps you’re tracking on Appbot, and see how the sentiment score, star rating, trend and review volume differs for each of your apps.
The Explore Tab For Apps Analysis
Pressing ‘Explore’ from the top navigation bar will take you into the heart of Appbot, where you can access valuable app review insights and track your app’s customer experience.
At the top left, you will see which app we are showing app review insights for. You can change this by clicking on the selected app and choosing another from the list. You can also add a new app from here by clicking the blue plus button.
On the left hand side you will see the ‘reviews’ list, which contains a range of tools to quickly understand the sentiment of your app reviews.
The first way you can view your app review insights is on ‘Sentiment’. Here you can get a broad overview of how your app is performing. The filters at the top of the page allow you to refine the data by keyword, date range, country, app version and star rating. Remember to hit ‘apply’ once you have changed the filters.
The Appbot sentiment score analyses the text content, star rating and trends of your app reviews over time. You can view a list of the app reviews used to calculate the results by clicking ‘View Reviews’. Alternatively, you can export your raw review data to CSV by clicking ‘Download Reviews’ .
Scrolling down, you can also see at a glance your overall sentiment, a breakdown of positive, neutral and negative sentiment, a timeline of the quantity of app reviews your app is getting, a timeline of the star rating your app is getting, a sentiment timeline as well as country and version charts which show where your app reviews are coming from.
More detailed instructions on using Sentiment are here.
Custom Dashboards allows 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.
The next tool from the list is ‘Words’ .
- The Popular Words tab shows you the 10 most commonly used words in your app reviews, as well as the positive/negative breakdown for the app reviews containing that word. The ‘Mentions’ column shows you how many times the word has been used in reviews and the ‘Overall Reviews’ column shows you what percentage of all the app reviews contain that particular word. Pressing ‘Sentiment’ on the right hand side for any word on the list will give you a full apps analysis of the sentiment of users who have included this word in their review.
- The Critical Words tab is a quick way to find scary stuff in your app reviews. Click the sentiment button next to words like ‘error’ and ‘crash’ to see a full report to help isolate bugs and crashes faster.
- The Trending Up tab show you the words that have been mentioned more often recently than in the past.
- The Trending Down tab shows you the words that have been mentioned less often recently than in the past.
- Lastly, the New tab shows you the words that are first mentioned towards the end of this period.
Lower down on the page you’ll find the ‘Word Cloud’ which provides greater depth than the tables above and allows you analyse the sentiment for app reviews containing a specific word with a single click.
Topics can be used to see at a glance what the most common themes are in your app reviews. Topics are listed in order of popularity, with the most popular topic showing at the top of the screen. You can see at a glance how many app reviews have been classified into each topic and a breakdown of how many were positive and how many were negative.
Click on a topic to see a list of the related app reviews and to see a timeline which shows whether your customers think you’re improving in this area or not.
Custom Topics is where you can automatically track app reviews containing a group of keywords and phrases that are important to you.
Our customers commonly track things like the names of their main features, devices that users might use with the app, or the names of in-app purchases they offer.
The next tool from Appbot’s app review service on the navigation is ‘Reviews’ where you can see statistics for your app ratings.
Below, there is list of all your app reviews, with the latest review at the top of the list. For Google Play apps, you can press the reply arrow at the bottom right of the review to get back to your customers straight away and improve your app store customer service!
The next dashboard on the navigation is ‘Ratings’ where you can come to easily see the total number of star ratings your app has received to date.
The next page from the list is ‘Emotions’ which 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. Each review is represented by a spot and is colour coded for sentiment. Hovering over a spot allows you to see the review itself.
Versions lets you to easily compare the sentiment of your different app versions at a glance. These app review insights are designed to help you determine if a new version is a success, or if users are responding negatively to the changes you implemented.
The next app review service tool on the navigation is ‘Countries’ which allows you to view app sentiment by country, and shows you where in the world the majority of your app reviews are coming from.
Languages is the part of our app review service that allows you to analyze reviews that are in a certain language and let’s you easily see at a glance what the most common languages your reviews are in.
Exports is where you will find some convenient reports that are ready to run with the tap of a button. If you would like a report added that is not already on the list, press the ‘Let Us Know’ button at the bottom of the page.
Adjusting App Settings
At the bottom of the navigation you can set up ‘Integrations’ to send your app reviews to where you need them, set up API access to programmatically access your data and adjust some basic settings for the selected app.