Instructions on how to analyze your app's user feedback, identify issues, and optimize your work with reviews.
1. Export User Reviews
You can do it in the Reviews & Replies Board.
Select all reviews in a country for a specific period (it may depend on a total number of reviews, but we recommend exporting reviews for the last 180 days).
2. Categorize reviews
(e.g., positive feedback, suggestions, bugs, one-star reviews, etc.).
Each app has specific reviews (e.g., "The hotel booking feature doesn't work") in addition to universal reviews relevant to any app. The categories should be as narrow as possible.
You can analyze your competitors' app reviews in the same way. This will help you understand the problems that matter to your target audience and prepare answers to similar questions for your app.
3. Make topical clusters
For example, we highlighted the category "A lot of ads." An automatic response in this case would be triggered if the words "ads," "money," or "buy" appear in a user review. These words will be separate topics. In other words, if the algorithm detects the word "ads" in a review, the review will receive a response from the "ads" topic.
Another example: a category of "positive" (five stars) reviews may contain topics such as: "Liked" and "Top."
You can then use these data to create Tag categories and Tags in Asodesk. Topics will also be useful as conditions for auto-tagging rules.
4. Make Reply Templates
Write three to four responses to reviews for each topic. Refer to the style of responses you previously posted to user reviews.
For Google Play, it is worth using keywords from the semantic core in some of your responses since they are indexed by the store.
Reply Templates can be managed in Asodesk. They can also be used by Auto-Replies.
Check more articles on working with user feedback:
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