Here at Appbot we exist to make apps everywhere useful, beautiful, profitable and generally better. As app developers ourselves, we have experienced first-hand the difficulty of review management. For this reason, here at Appbot we’ve focussed primarily on building tools that simplify the review management of your app reviews, no matter what the scale.
Here’s five tips and tricks to help you focus your review management on the important reviews first, even if you’re dealing with hundreds or even thousands of reviews per day.
Tip 1 – Identify Popular Topics
Check out Topics in Appbot to see what the common themes are in your app reviews, ranked from most to least commonly mentioned.
Drill into each topic by clicking on it from the list, and check the graph for trends in volume and sentiment. You can also analyse the words within the Topic by clicking through into those tabs.
Read through the first 5-10 reviews for that topic and keep an eye out for a particular bug, crash, or feature request getting a lot of mentions. If you can’t spot any clear theme, apply a filter to only see 1 and 2 star reviews, this allows you to focus on the unhappy users, which makes it easier to spot problems.
Repeat this process for the top three to five Topics, as well as any others you see that are specifically important to your business.
Tip 2 – Check Popular Words
The Popular Words table on Words shows you the most commonly mentioned words in your reviews. It’s particularly useful when reviews contain terminology specific to your app that won’t be picked up by Topics (names of features etc).
Next to each word you will see a bar indicating what percentage of the reviews containing that word are positive (green) and negative (red). Ideally your top 2-3 words should be mainly green, if they are red then chances are it’s something that requires attention as it’s negatively affecting a lot of users!
Tip 3 – Check Reviews About Bugs, Crashes & Performance
This is a key part of review management. There are a couple of quick ways to do this. For apps with a large volume of reviews, it’s best to check bugs and crashes separately to performance. You’ll find specific Topics for both Bugs and Performance to help you do this (see tip 1).
Another way to check this is from the Critical Words table on Words, which specifically looks for words in your reviews that you need to worry about.
Tip 4 – Read The 1-Star Reviews
From the Reviews page, use the star rating drop down to refine the list to only show you 1 star reviews. Have a read through as many as you can, as this is where you can see what’s really bugging your users.
Tip 5 – Leverage Your CRM in review management
If you have a customer support team managing your reviews, you may find it easiest to manage your reviews inside your CRM, ticketing or chat tool.
You can set up Appbot to automatically send new reviews directly to tools like Zendesk, HipChat, Yammer, Freshdesk, Slack and more as soon as they are fetched. You choose which reviews get sent, and which room, channel etc they get sent to, or which teams they get assigned to.