6 Tips to Manage Your App Store Reviews

The importance of your app’s ratings and reviews has grown considerably in helping Apple and Google understand how to promote your app.

Not only can reviews and ratings impact your visibility, but your users’ public opinions also have a huge impact on the downloads you generate in the app stores.

For mobile marketers, not prioritizing your app’s reviews can be a huge mistake.

At any moment, your app could receive an influx of new reviews (due to new bugs, peak seasonal events, or after being featured by the stores).

All these reviews represent a new opportunity to learn from and interact with your users.

If your brand reputation matters to you, it’s crucial to implement a review management strategy you can scale. In this blog, find our 5 tips to build a scaleable review management strategy.

Your app reviews are a goldmine for finding popular user opinions and product feedback. However, since the process can be manual, time-consuming, and complicated, many app marketers do not effectively mine their reviews.

4 tips to monitor & manage your app reviews

Of course, whether you’re manually exporting your reviews, working with a confusing interface, or lacking the resources, it can be difficult to find an optimal process to manage your reviews.

With our App Reviews Manager Platform, we’ve gathered all the features you need to scale your app review management and optimize the time you spend on reviews while increasing user satisfaction and insights.

1. Analyze topics in reviews to stay on top of feedback

To scale your review management, it is crucial to segment your reviews, mine relevant topics from them, and share user opinions with relevant teams. This feedback will be invaluable for reacting quickly to urgent issues, prioritizing feedback, and finding new ideas to improve your product.

AI in ASO: Developing a new model for mining user reviews

However, when you receive a lot of reviews, it can be more difficult to understand where your feedback comes from and what it’s about.

Tools like ChatGPT can help you find insights that justify the effort of working on reviews; however:

• Due to character limitations, it is difficult to use ChatGPT for high volumes of reviews.
• ChatGPT can use irrelevant sources to analyze your reviews. It can also make more direct errors, such as repetitions and contradictions.
• Results from ChatGPT are often not quantitative, nor interpretable. Alone, ChatGPT runs the risk of turning promising insights into misleading conclusions.

If your goal is to find actionable topics from a set of reviews, you need an AI-powered Topics Analysis that transforms hundreds of reviews into the most important themes.

This is where AppTweak steps in. With a click of a button, our App Reviews Manager summarizes the main topics from all your reviews in your chosen store, country, and language. This is the fastest way to find insights that can help improve your product, marketing, and customer support:

Tip: Tag reviews to speed up your workflow

To organize user feedback, you can also tag reviews based on custom filters like star rating, keyword, and more.

For example, imagine a music app that now wants to work on its Playlists feature. Tagging all reviews about “playlists,” would allow the correct team to instantly view/reply to customers’ likes and dislikes in one place.

2. Bulk reply to reviews at the click of a button

The way you handle app reviews can have a direct impact on the opinions of your current and future users.

Not only does replying to reviews build trust and loyalty, but it can help encourage users to change bad ratings and also boost your app store rankings.

How and why to reply to app reviews

It is important to spend time crafting thoughtful responses to your reviews. However, you don’t need to spend even more time thinking about, writing, and individually sending each reply.

In our App Reviews Manager, just prepare a single reply, select the relevant reviews (i.e. segmented by topic, rating, or language), and hit “reply all”.

3. Use GPT-4 for reply suggestions across languages

Imagine you’ve just received an influx of reviews demanding responses, but time is limited. You just don’t have the time to effectively engage with each customer while working on other daily tasks.

Saving time often means prioritizing 1- and 2-star reviews (this is already great, as it can calm annoyed users and drive valuable product feedback).

However, by not replying to 3-, 4-, and 5-star reviews, you’re missing an opportunity to boost user engagement and loyalty. Don’t forget that even happy users can change a 4-star rating to 5 stars.

Learn how to respond to good and bad app reviews

In App Reviews Manager, one of the quickest ways to reply is via our GPT-4 suggestions. This is great when you have high volumes of reviews about different topics or in various languages (especially those you don’t speak).

In a few clicks, allow AI to analyze all your reviews and provide custom suggestions for each one. Choose the best tone for each reply (neutral, short, or formal), and check each reply manually or bulk reply at once.

Generate suggestions for your app store replies in any language with GPT-4

4. Set custom automation rules to reply to app store reviews

To save even more time when replying to your reviews, automation is key.

First, tell AppTweak which reviews to reply to (based on their star ratings, language, topics, and more). Then, sit back while our automation instantly replies. All you have to do is monitor the system.

You can then reply with your own templates (that get randomly applied) or by using GPT-4 (a great way to reply to reviews in foreign languages).

Learn more about automation in App Reviews Manager

5. Integrate your CRM (Zendesk, Salesforce, or Slack)

If you’re managing a lot of user reviews, it’s also likely you’re receiving reviews from different platforms (Google My Business or Trustpilot, for example).

If you’re taking care of these reviews, it is also important to add your app store reviews to the mix.

In AppTweak, simply integrate App Reviews Manager with your preferred CRM platform to receive reviews from your consoles directly in Salesforce, Zendesk, or Slack.

These reviews will be shown in the same way as any other ticket, also helping to minimize platform adoption time.

6. Monitor and improve the impact of your work

Finally, the more you scale, the more you need to monitor the impact and quality of your support work.

How do we measure the success of a reply? First, remember that a user’s perception of your app will be impacted by how you respond. When users feel heard and helped, they may consider changing their review or rating.

Understand the impact of ratings & reviews on app visibility

To determine if your replies have had a direct impact on specific reviews, you can use the “updated after reply” filter. This will allow you to see all the reviews that were changed within a month after you replied to it.

If you’re looking for further insights into your support, our Team Performance section shows which agents are replying to reviews in specific countries, how many reviews have been left without replies, and who’s been involved in the most updated replies.

With this data, you can more easily check which market needs more resources and better optimize your team.

Conclusion

Managing your app reviews is crucial to maintaining a positive brand reputation in the app stores. When you receive a lot of reviews, the key is having a review management strategy you can scale.

Our App Reviews Manager Platform allows you to streamline this process by:

• Using AI to analyze the topics in your reviews
• Bulk replying to reviews at the click of a button
• Using GPT-4 for reply suggestions in any language
• Setting custom automation rules to reply to reviews
• Integrating your CRM tool
• Monitoring the impact of your work

Take control of your brand reputation with our App Reviews Manager

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