It’s probably fair to assume that you have put a lot of effort into your app. From the initial concept stage to the design and build, to the hours of testing, all the way through to the testing phases and publishing of the app, you’ve invested countless hours of your time. What’s a sure-fire way to ensure that time and effort is wasted?
Neglecting customer feedback.
Customer reviews are unavoidable today and although many businesses may see this as cause for concern, it is in fact an excellent chance for you to understand the wants and needs of your customers, and improve your app for them! There are two steps you need to take when receiving this feedback: The first, is to take the feedback on board and see what improvements you can make to your app. The second, which is the focus of this article, is to respond to the feedback you have received.
You’d be forgiven for wondering why you should respond to feedback in the first place. We will cover this and the best way to respond to both positive and negative feedback about your app!
Simply leaving reviews unanswered reflects very poorly on you and your brand. Customers expect a response to their feedback, especially when they are raising concerns and issues they may be having. This is the standard expected for customer service and failure to do so may cause a drop in app usage and further negative reviews which will result in a decrease in downloads.
When people are considering whether to download an app or not, one of the first things they will do is check the reviews. If they see good responses from the developer, this shows the user that their experience matters, and builds a sense of trust – especially when they see constructive responses to negative reviews.
Responding to reviews is a great way to build trust with your users and offer amazing customer service.
Depending on the size of your team and their workload, you may not be able to respond to every single review. So here are our top tips for responding to customer feedback on your app.
If you can’t respond to everyone, then be selective about who and why you respond to them. If someone is simply saying they love the app – you can respond by simply liking the review, or leaving a short ‘Thanks!’.
If someone has flagged an issue they’re having it’s important to acknowledge their concerns. No one expects your app to be perfect, but this is a great way to show that you are proactive in delivering the best user experience possible.
If possible, offer people a direct line of contact with someone from your team. This way, they can receive direct help with the issue they are having and you can provide them with solutions.
If this is something you can’t do, offer them solutions in the reply to the review they’ve placed. This way, if someone has a similar issue, they can find the solution there.
People have a tendency to vent online and share their frustrations in ways they wouldn’t in person. It’s important not to stoup to this level, especially when someone is giving harsh criticism of your app. It’s important to stay positive at all times, even in these scenarios.
It’s also important to stay positive with addressing faults or errors. Acknowledge the problem, but focus on the solution that you’re working on or any fixes you’ve managed.
Nothing will anger users more than dishonesty, so just tell them the truth. We aren’t saying you need to spill all the secrets about the inner workings of your organisation, but if you are experiencing a delay on a solution, explain this. This is an example, of course, but you get the point.
This can be tough when responding to thousands of comments on a regular basis, but try your best to make each response unique. All the effort you’ve put into responding to feedback will be undone if people notice you’ve taken the ‘copy and paste’ approach. You don’t need to make each one entirely individual (there are only so many ways you can say thank you), however, you need to make a genuine effort to show that you are responding to each person individually.
No matter if the feedback you’re getting is positive or negative, you should be grateful. This feedback is giving you valuable insight into the user experience of your app and should be treated accordingly. Negative feedback can be frustrating, but it offers you advice on what you need to fix. When responding to feedback – regardless of its nature, make sure you express your gratitude.
Follow these tips, and you’ll be able to respond to your users and customers in a meaningful and engaging way! Always try to listen to what people are really saying, so you can best address their concerns. Good luck!
