Before going to the cinema Jake looks up for the IMDB rating and chooses movies with scores more than 7. Before paying for an app, he reads reviews and, if there are more positive ones, he downloads.
Convenience is the key necessity today, and we want to know if something is good long before using it. “What if the app is poor and I pay my 10$? What if it doesn’t really fit my needs?” Reviews are the best sellers of your product. Therefore, businesses aim to collect more of them.
- Reviews increase customers’ loyalty. “Other people trust the product. Why shouldn’t I?”
- Reviews make your app visible on the store. There’s a priority to the programs that have bigger scores.
- Reviews improve your product. Negative comments give you the source of what you still need to improve.
People think positive experience is somewhat contagious. If john678 and kitty_n28 were satisfied, then why shouldn’t I be? If we were in a perfect world, the number of users would rise in geometric progression and you wouldn’t have to do anything.
Just work on your app and get updates monthly! People would write positive reviews – your business would grow. In reality, however, people most often write negative comments.
When everything is okay, you don’t think about giving feedback. You just keep using the program. However, when something bad happens with the app, the patience limit breaks and you intensively tap “poor quality!”, “money back!” and so on.
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That’s why the businesses collect reviews – for the positive reviews to outweigh negative. How do they do that?
- Push notifications. As people use your app, suddenly the button with the text “Rate us and write what you think” appears. Now, you’ve made everything you could. The bigger the loyalty of your customers, the more possibility they will write the review after the notification
- Website and social media. Add call-to-action buttons that would redirect users to the page where the review can be written
- Free bonuses: “If you write what you think, we give you the week of using for free”
- Discount system: “Write feedback and get 30% off for the premium package”.
- Points and coins: “Tell us what you think and get 6 points (1 point = 10$).
- Remove ads. “Comment, and we remove the ads forever/for a month/for a year.
Let’s presume it all worked. What to do with the negative reviews? Always answer and be polite. Ask what’s the problem than offer a solution to it. It can be a money return, some perks for patience or the reference to customer support.
Also, never delete the negative reviews. People who were not satisfied with the quality will notice your cleaning-up and write again, but more aggressively. Don’t forget to answer the good reviews as well. It’ll show your gratitude
How can SapientPro software developers help you with it?
- Obviously, they maintain the product well so that there are no reasons for your users to write negatively.
- Implement special features for feedback: push notifications, a continuous feedback channel, chatbots, inbuilt customer support, and comment sections.
- React to the negative comments. If people state there is a bug, they solve it right away.
The Bottom Line:
Whether you are an individual mobile apps developer or have a team with you, to grow your business to the next level, you need constant inflow of good reviews. Users won’t bother to review an app if it is doing great, but they will also not wait to leave a negative review when it crashes for a little while, so have a plan and remind them constantly to review your app!