Have you recently launched your application on a mobile store? Are the customer returns piling up? Are you wondering what to do?
Today, users no longer hesitate to leave feedback after testing a product or service. For consumers and users, these comments are an aid to decision-making.
On the other hand, for the company concerned, the impact is not insignificant: there can be just as much positive as negative feedback.
Positive reviews improve your reputation on the Web, and in the marketplace. Negative comments, on the other hand, damage your e-reputation.
In short, your business's image is at stake with every review you publish. That's why you need a strategy to deal with them effectively.
Responding to customer feedback is first and foremost a way of maintaining your brand image and downloads. You show that you're listening to them, that you care about their experience. It's a gesture that shows you care. It also increases customer satisfaction. He took the time to write a review for your product.
And it's important to remember that reviews are seen by thousands of Internet users. They influence their choice, just as much as the answers they leave. In the event of negative feedback, the response proves your commitment to correcting the situation and improving the customer experience.
Some companies are content to deal only with negative comments and complaining customers. But this is far from the right strategy.
Responding to positive reviews is also important, because whatever the nature of the review and the customer's feelings, he or she took the time to write it. If the review is positive, it's an acknowledgement of your work. You should therefore thank the author.
Negative feedback can be difficult to digest. You've spent hours developing your application. Now someone who says they've used it is criticizing it.
But it's important to remain calm.
Responses to customer reviews should be the fruit of careful thought, and it's important to:
- Choose your tone carefully: it must be consistent with the image you're promoting.
Are you a start-up? Do you offer an entertaining application? You can go for a more familiar vocabulary, and even use first-name terms.
Is your application aimed at professionals? Use a sustained vocabulary and be polite.
- Select your words carefully: for a positive review, the answer is quite simple. Simply thank the customer for his comment. Things are much more complex with a negative review.
- Inserting commercial messages (Have you thought about using this feature?)
There are, in this case, golden rules to observe in order to maintain a good brand image. You must:
- Always thank the user;
- Remain positive, and avoid getting angry;
- Respond politely and courteously;
- Show empathy, and imply that you understand the user's disappointment;
- Put forward a solution to the problem raised, whether it's a bug, a difficulty relating to the ergonomics of your application, or features deemed insufficient.
Once your application has been published on the stores, you need to keep a constant watch to deal with reviews in good time. It's important to be responsive. If you don't have the time, you can delegate the management of your customer reviews to a automated review response solution like SoLike.
With several years' experience in e-reputation management, our team has developped a review response generator that will suggest review responses to your users' comments on Google Play Store or App Store on a daily basis. Thanks to your human ressources and our technology, we can respond 5x faster than before. This saves you time, allowing you to focus on your core business.
A solution that responds to 100% of your reviews 5 times faster than before!
Lack of time is a factor that prevents some companies from responding to their customer reviews. Of course, time is money. But the responses to customer reviews too. SoLike is an intelligent assistant that offers you three personalized responses for each of your customer reviews, in the language of the review.
You have to install the Chrome Extension
Whether positive or negative, and then proposing three appropriate responses. This analytical capability is made possible through the use of artificial intelligence that powers the tool.
You just have to select the most appropriate with a single click. Managing comments will only take a few moments. According to user feedback, this solution has resulted in significant time savings, up to 24 hours per month, with an average of 12 hours.
You can modify the suggested review reply in your language (30 languages) as well as in the review language In addition, SoLike provides you with a colossal library of 11 billion answers, thus offering a wide variety of answers.
Thanks to this solution, you can answer all your customers’ opinions without sacrificing precious hours. This gives you valuable time to focus on other important tasks and responsibilities.
Here are nine short response templates for positive reviews on your mobile application on the Apple Store and Google Play Store:
1. Thank you so much for your kind review! We're thrilled to hear that you're enjoying our mobile app. If you have any further suggestions or feedback, please feel free to share.
2. Your positive review made our day! We're delighted to know that you're loving our mobile app. If you have any questions, we're here to help.
3. We greatly appreciate your positive feedback! We're glad our mobile app has met your expectations. If you have any ideas for new features, we'd love to hear them.
4. Big thanks for your positive review! It's fantastic to hear that our mobile app is bringing you satisfaction. If you have friends or family who might also enjoy it, feel free to spread the word.
5. We're thrilled to see that you're enjoying our mobile app! Your positive review encourages us to continue improving our product. If you have any suggestions for future enhancements, we're all ears.
6. Your positive review brightened our day! Thank you for sharing your experience with our mobile app. If you have any questions or concerns, please don't hesitate to reach out. We're here to assist you.
7. Thanks for your glowing review! Knowing that you find our mobile app helpful motivates us even more. If you have any suggestions to make the experience even better, we'd be delighted to hear them.
8. We're delighted to see that you're enjoying our mobile app! Your positive review inspires us to provide an exceptional experience. If you have any ideas for new features, please let us know.
9. A big thank you for your positive review! We're thrilled that our mobile app is meeting your needs. If you have friends or colleagues who could also benefit from our app, don't hesitate to recommend it.
Feel free to personalize these response templates based on the specific context and user comments.
Here are nine short response templates for negative reviews on your mobile application on the Apple Store and Google Play Store:
1. We're sorry to hear that you're experiencing difficulties with our app. We would like to learn more about the issue you're facing so that we can assist you. Could you please contact us directly so that we can resolve the problem together?
2. We apologize for your negative experience with our app. We want to extend our sincerest apologies for any inconvenience caused. Your feedback is valuable to us, and we take your comments into account to improve our product. If you have specific suggestions, please feel free to share them.
3. We sincerely regret the problems you encountered with our app. We're constantly working on improvements, and we would like to gather more information about the difficulties you faced. Could you provide us with more details so that we can address the issue?
4. We're sorry that our app didn't meet your expectations. Your feedback is important to us, and we would like to understand how we can enhance your experience. If you're willing to provide more details, we'll do our best to find a solution.
5. We understand your frustration, and we apologize for the issues you encountered. We take your feedback seriously, and we strive to constantly improve our app. We would appreciate it if you could reach out to us directly to discuss your concerns in more detail.
6. Thank you for sharing your opinion. We're sorry that you had a negative experience with our app. Your feedback helps us identify issues and work on solutions. If you're open to discussing your experience in more detail, please don't hesitate to contact us.
7. We sincerely apologize for the problems you encountered with our app. We appreciate your feedback, and we're committed to improving our product. If you have specific suggestions on how we can enhance it, we would be glad to hear them.
8. We're truly sorry that our app didn't meet your expectations. We take your feedback seriously, and we're actively working on improving our product. If you're open to discussing your concerns in more detail, please feel free to contact us directly.
9. We genuinely apologize for the issues you faced with our app. We're grateful that you took the time to share your feedback. Your input is valuable to us, and it helps us work towards improving our app.
Remember to adapt these response templates based on the specific situation and the issues raised by users. Demonstrate your willingness to listen and resolve any problems encountered to provide a better user experience.