In the current Internet age, every action has an almost equal reaction. Anything and everything you put out in the virtual world will receive some or the other kind of feedback. This is a good thing because you get to know what others are thinking about your output and if you need any to do any improvements in it. The same applies to apps on the App Stores.
Users get several opportunities to share their feedback about the app they are using and their overall experience with it. Even though businesses and mobile app development companies are pretty apprehensive in their acceptance of any negative feedback or review, it is extremely important to allow users to voice their opinions on the apps they use. Providing a space where customer feedback is shared is necessary.
Businesses need to learn how to handle negative reviews and feedbacks. Ignoring the negative will not help in the popularity of the app. But tackling the negative reviews and trying to solve them will help the businesses in earning the trust of their users. Below are some points that talk about protecting your mobile app negative reviews.
- User Expectations. The first time in making sure your app is received positively is to set the user’s expectations by telling them what they can expect from the app and only telling them the truth. Market your app in a way that users are convinced of its features and performance and don’t feel cheated at the end of it. When you give out the wrong information or do wrong marketing, users have expectations that are different from what you are trying to offer them.
- App Testing. Increase the number of tests your apps go through. Release a beta version of your update and invite a number of audiences to try it out. You may be having an exceptional development team and efficient testers, but there certain bugs that can only be revealed by the users themselves. Sometimes your apps need a third-person to interact with it in order to make sure it’s functional. So allow people to use and test the app. Once your testing audience is satisfied, you can then go on launching the version to a wider audience.
- Give Instant Replies. A non-functional app or a faulty app is enough reason to be annoyed for a user. But what’s even more annoying is when the user has complained or given a negative review on the app store and you reach out to them after a week. There is no point of reaching out to the user after a week of receiving the review because by that time the user has already deleted the app and forgotten about it. Reply to a negative review should be even faster than the reply to a positive one. You will be happy to know how many users will alter their reviews after seeing instant reply to their queries.
- Update Your Reply. You can not stop a user from giving a negative review of your app, and you shouldn’t. But when they do, apologize for the inconvenience and politely ask them to be patient while the bug is fixed. But it isn’t over here. Once the bug is fixed, make sure you update your reply to the user’s comment and let them know that the problem has been solved.
- Make it possible for a user to reach out. Most users end up going to the app store because they don’t have enough access to the developers from within the app. This is what makes them go to the app store and give you a negative review. Make it easier for your users to connect with you and share their inconvenience. This way you gain a user’s trust.
Learning to Manage Negative Comments.
- Don’t take the review or the comment too seriously.
- Identify the users from the reviews and redirect them to different feedback forms.
- Know the right time to ask for a feedback or review.
- Keep the negative reviews away from the app store, by keeping them within the app.
- Always notify your users once the bugs are fixed.
Negative reviews can be demeaning, but they can also push you to do better. It depends on how you look at it. Every negative review or feedback you receive is a chance to gain a user’s trust and be better at serving them. Doing this at the right time is even more important. Mobile app development companies need to provide the right ways to gather feedback on an app.
Roma Kapadiya started as Web Researcher & got passion in SEO @Nimblechapps – a company offering react native app developer for hire. She loves to write on mobile technologies, app development and mobile apps marketing & to find new content marketing strategies to promote brands online. Apart from SEO, I am a person who lives to the fullest :-). You can follow her on Twitter.