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How to reply to app reviews with Freshdesk and AppFollow
The document discusses four strategies for working with app reviews: 1) Reply to all reviews, which is best for new apps or those getting 10-20 reviews per week. 2) Reply only to popular and featured reviews, which works for apps getting over 50 reviews per week with under 10% negative reviews. 3) Reply only to negative reviews, for apps over 50 reviews per week with over 10-15% negative reviews. 4) Automate replies to reviews, which works for established companies using templates and assigning reviews. The document emphasizes not ignoring any reviews, letting users know when problems are fixed, and monitoring for spam.
How to reply to app reviews with Freshdesk and AppFollow
- 1. Know Your Apps.Grow Your Business. v
- 2. Increasing App Rating ThroughUser Reviews 2
- 3. Why Do ReviewsMatter 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
- 4. v How Do ReviewsAffect Mobile Apps 4
- 5. v How Do ReviewsAffect Mobile Apps Improve User Retention 5
- 6. How Do ReviewsAffect Mobile Apps v Increase Conversion Rate Improve User Retention 6
- 7. How Do ReviewsAffect Mobile Apps v Improve App Rating Increase Conversion Rate Improve User Retention 7
- 8. How Do ReviewsAffect Mobile Apps v Gather User Feedback Increase Conversion Rate Improve User Retention Improve App Rating 8
- 9. How Do ReviewsAffect Mobile Apps v Improve App & Adjust your roadmap Increase Conversion Rate Improve User Retention Improve App Rating Gather User Feedback 9
- 10. How Do ReviewsAffect 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
- 11. How to workwith reviews in Freshdesk 11
- 12. 12 1. Set upintegration in AppFollow
- 13. 13 2. Receive reviewsin Freshdesk
- 14.
- 15. 15 4. Reply toreviews in Freshdesk
- 16. Four Strategies WhenWorking With Reviews 16
- 17. Four Strategies WhenWorking With Reviews Strategy 1: Reply to all reviews 17
- 18. Strategy 1: Reply toAll Reviews Who does it work for? 18
- 19. Strategy 1: Reply toAll Reviews Who does it work for? • Apps in beta 19
- 20. Strategy 1: Reply toAll Reviews • Right after launch Who does it work for? • Apps in beta 20
- 21. Strategy 1: Reply toAll Reviews • Apps with approx 10-20 reviews/week • Right after launch Who does it work for? • Apps in beta 21
- 22. Strategy 1: Reply toAll Reviews How? 22
- 23. Strategy 1: Reply toAll Reviews How? • Search for each review in App Store manually 23
- 24. Strategy 1: Reply toAll 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
- 25. Strategy 1: Reply toAll Reviews 25
- 26. Strategy 1: Reply toAll Reviews Why is it important? 26
- 27. Strategy 1: Reply toAll Reviews • Helps you gather user feedback right after the launch Why is it important? 27
- 28. Strategy 1: Reply toAll Reviews • Helps users understand your app • Helps you gather user feedback right after the launch Why is it important? 28
- 29. Four Strategies WhenWorking With Reviews Strategy 2: Reply only to popular and featured reviews 29
- 30. Strategy 2: Reply toPopular or Featured Reviews Who does it work for? 30
- 31. Strategy 2: Reply toPopular or Featured Reviews Who does it work for? • Apps with more than 50 reviews/week 31
- 32. Strategy 2: Reply toPopular 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
- 33. Strategy 2: Reply toPopular or Featured Reviews How? 33
- 34. Strategy 2: Reply toPopular or Featured Reviews How? • Set up filter for Featured reviews in AppFollow 34
- 35. Strategy 2: Reply toPopular or Featured Reviews How? • Set up filter for Featured reviews in AppFollow • Set up integration with Freshdesk 35
- 36. Strategy 2: Reply toPopular or Featured Reviews 36
- 37. Strategy 2: Reply toPopular or Featured Reviews Why is it important? 37
- 38. Strategy 2: Reply toPopular or Featured Reviews Why is it important? • Increases conversion rate from visits to installs 38
- 39. Four Strategies WhenWorking With Reviews Strategy 3: Reply only to negative reviews 39
- 40. 40 Strategy 3: Reply Onlyto Negative Reviews Who does it work for? • More than 50 reviews/week
- 41. 41 Strategy 3: Reply Onlyto Negative Reviews Who does it work for? • More than 50 reviews/week • Negative reviews >10—15%
- 42. Strategy 3: Reply Onlyto Negative Reviews 42 Strategy 3: Reply Only to Negative Reviews How?
- 43. Strategy 3: Reply Onlyto Negative Reviews 43 Strategy 3: Reply Only to Negative Reviews How? • Set up filters for negative reviews to receive 1*—2* reviews in AppFollow
- 44. Strategy 3: Reply Onlyto 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. 45 Strategy 3: Reply Onlyto Negative Reviews
- 46. 46 Strategy 3: Reply Onlyto Negative Reviews Why is it important?
- 47. 47 Strategy 3: Reply Onlyto Negative Reviews Why is it important? • Decreases negative reviews
- 48. 48 Strategy 3: Reply Onlyto Negative Reviews Why is it important? • Decreases negative reviews • Improves apps’ rating
- 49. 49 Four Strategies WhenWorking With Reviews Strategy 4: Automate replies to reviews
- 50. Strategy 4: Automate Repliesto Reviews 50 Who does it work for?
- 51. 51 Strategy 4: Automate Repliesto Reviews Who does it work for? • Companies with established customer support teams
- 52. 52 Strategy 4: Automate Repliesto Reviews How?
- 53. Strategy 4: Automate Repliesto 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
- 54. Strategy 4: Automate Repliesto 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
- 55. Strategy 4: Automate Repliesto 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. 56 Strategy 4: Automate Repliesto Reviews
- 57. 57 Strategy 4: Automate Repliesto Reviews Why is it important?
- 58. 58 Strategy 4: Automate Repliesto Reviews Why is it important? • Increases retention rate
- 59. 59 Strategy 4: Automate Repliesto Reviews Why is it important? • Increases retention rate • Improves user loyalty
- 60.
- 61. Don’t ignore reviews(any) 61 Things to remember
- 62. Never assume usersforget why they complained Don’t ignore reviews (any) 62 Things to remember
- 63. 63 Let users knowwhen you fixed their problems Never assume users forget why they complained Don’t ignore reviews (any) Things to remember
- 64. Let users knowwhen 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
- 65. Replying to popularreviews 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
- 66. Monitor spam andreport 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
- 67.