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Know Your Apps. Grow Your Business.
v
Increasing App Rating
Through User Reviews
2
Why Do Reviews Matter
70% of people read at least one app review before installing an iPhone or iPad app,
and 75% cited app rankings as a main motivation for downloading apps.
(Source: Apptentive)
3
v
How Do Reviews Affect Mobile Apps
4
v
How Do Reviews Affect Mobile Apps
Improve User
Retention
5
How Do Reviews Affect Mobile Apps
v
Increase
Conversion Rate
Improve User
Retention
6
How Do Reviews Affect Mobile Apps
v
Improve
App Rating
Increase
Conversion Rate
Improve User
Retention
7
How Do Reviews Affect Mobile Apps
v
Gather
User Feedback
Increase
Conversion Rate
Improve User
Retention
Improve
App Rating
8
How Do Reviews Affect Mobile Apps
v
Improve App & Adjust
your roadmap
Increase
Conversion Rate
Improve User
Retention
Improve
App Rating
Gather
User Feedback
9
How Do Reviews Affect Mobile Apps
v
Give you a chance to
Get Featured
Increase
Conversion Rate
Improve User
Retention
Improve
App Rating
Gather
User Feedback
Improve App & Adjust
your roadmap
10
How to work with reviews in Freshdesk
11
12
1. Set up integration in AppFollow
13
2. Receive reviews in Freshdesk
14
3. Check reviews
15
4. Reply to reviews in Freshdesk
Four Strategies When Working With Reviews
16
Four Strategies When Working With Reviews
Strategy 1:
Reply to all
reviews
17
Strategy 1:
Reply to All Reviews
Who does it work for?
18
Strategy 1:
Reply to All Reviews
Who does it work for?
• Apps in beta
19
Strategy 1:
Reply to All Reviews
• Right after launch
Who does it work for?
• Apps in beta
20
Strategy 1:
Reply to All Reviews
• Apps with approx 10-20 reviews/week
• Right after launch
Who does it work for?
• Apps in beta
21
Strategy 1:
Reply to All Reviews
How?
22
Strategy 1:
Reply to All Reviews
How?
• Search for each review in App Store manually
23
Strategy 1:
Reply to All Reviews
How?
24
• Search for each review in App Store manually
• Set up integration with Freshdesk in AppFollow, get
immediate alerts & reply directly from Freshdesk
Strategy 1:
Reply to All Reviews
25
Strategy 1:
Reply to All Reviews
Why is it important?
26
Strategy 1:
Reply to All Reviews
• Helps you gather user feedback right after the launch
Why is it important?
27
Strategy 1:
Reply to All Reviews
• Helps users understand your app
• Helps you gather user feedback right after the launch
Why is it important?
28
Four Strategies When Working With Reviews
Strategy 2:
Reply only to popular
and featured reviews
29
Strategy 2:
Reply to Popular or Featured Reviews
Who does it work for?
30
Strategy 2:
Reply to Popular or Featured Reviews
Who does it work for?
• Apps with more than 50 reviews/week
31
Strategy 2:
Reply to Popular or Featured Reviews
Who does it work for?
• Apps with more than 50 reviews/week
• When there are less than 10% of negative reviews
32
Strategy 2:
Reply to Popular or Featured Reviews
How?
33
Strategy 2:
Reply to Popular or Featured Reviews
How?
• Set up filter for Featured reviews in AppFollow
34
Strategy 2:
Reply to Popular or Featured Reviews
How?
• Set up filter for Featured reviews in AppFollow
• Set up integration with Freshdesk
35
Strategy 2:
Reply to Popular or Featured Reviews
36
Strategy 2:
Reply to Popular or Featured Reviews
Why is it important?
37
Strategy 2:
Reply to Popular or Featured Reviews
Why is it important?
• Increases conversion rate from visits to installs
38
Four Strategies When Working With Reviews
Strategy 3:
Reply only
to negative reviews
39
40
Strategy 3:
Reply Only to Negative Reviews
Who does it work for?
• More than 50 reviews/week
41
Strategy 3:
Reply Only to Negative Reviews
Who does it work for?
• More than 50 reviews/week
• Negative reviews >10—15%
Strategy 3:
Reply Only to Negative Reviews
42
Strategy 3:
Reply Only to Negative Reviews
How?
Strategy 3:
Reply Only to Negative Reviews
43
Strategy 3:
Reply Only to Negative Reviews
How?
• Set up filters for negative reviews to receive 1*—2* reviews
in AppFollow
Strategy 3:
Reply Only to Negative Reviews
44
Strategy 3:
Reply Only to Negative Reviews
How?
• Set up filters for negative reviews to receive 1*—2* reviews
in AppFollow
• Set up integration with Freshdesk
45
Strategy 3:
Reply Only to Negative Reviews
46
Strategy 3:
Reply Only to Negative Reviews
Why is it important?
47
Strategy 3:
Reply Only to Negative Reviews
Why is it important?
• Decreases negative reviews
48
Strategy 3:
Reply Only to Negative Reviews
Why is it important?
• Decreases negative reviews
• Improves apps’ rating
49
Four Strategies When Working With Reviews
Strategy 4:
Automate replies
to reviews
Strategy 4:
Automate Replies to Reviews
50
Who does it work for?
51
Strategy 4:
Automate Replies to Reviews
Who does it work for?
• Companies with established customer support teams
52
Strategy 4:
Automate Replies to Reviews
How?
Strategy 4:
Automate Replies to Reviews
53
Strategy 4:
Automate Replies to Reviews
How?
• Set up integration with Freshdesk to receive all reviews and
reply to them in a service
Strategy 4:
Automate Replies to Reviews
54
Strategy 4:
Automate Replies to Reviews
How?
• Set up integration with Freshdesk to receive all reviews and
reply to them in a service
• Tag important reviews
Strategy 4:
Automate Replies to Reviews
55
Strategy 4:
Automate Replies to Reviews
How?
• Set up integration with Freshdesk to receive all reviews and
reply to them in a service
• Tag important reviews
• Assign reviews to the right teams with prepared templates
56
Strategy 4:
Automate Replies to Reviews
57
Strategy 4:
Automate Replies to Reviews
Why is it important?
58
Strategy 4:
Automate Replies to Reviews
Why is it important?
• Increases retention rate
59
Strategy 4:
Automate Replies to Reviews
Why is it important?
• Increases retention rate
• Improves user loyalty
60
Don’t ignore reviews (any)
61
Things to remember
Never assume users forget why they complained
Don’t ignore reviews (any)
62
Things to remember
63
Let users know when you fixed their problems
Never assume users forget why they complained
Don’t ignore reviews (any)
Things to remember
Let users know when you fixed their problems
Never assume users forget why they complained
Don’t ignore reviews (any)
Don’t be shy to ask to change the rating
64
Things to remember
Replying to popular reviews is mandatory
Let users know when you fixed their problems
Never assume users forget why they complained
Don’t ignore reviews (any)
Don’t be shy to ask to change the rating
65
Things to remember
Monitor spam and report it
Replying to popular reviews is mandatory
Let users know when you fixed their problems
Never assume users forget why they complained
Don’t ignore reviews (any)
Don’t be shy to ask to change the rating
66
Things to remember
v

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How to reply to app reviews with Freshdesk and AppFollow