Strategies to reply to app reviews with AppFollow and Freshdesk integration

1. Know Your Apps. Grow Your Business.
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2. Increasing App Rating
Through User Reviews
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3. Why Do Reviews Matter
70% of people read at least one app review before installing an iPhone or iPad app,
and 75% cited app rankings as a main motivation for downloading apps.
(Source: Apptentive)
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How Do Reviews Affect Mobile Apps
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How Do Reviews Affect Mobile Apps
Improve User
Retention
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6. How Do Reviews Affect Mobile Apps
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Increase
Conversion Rate
Improve User
Retention
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7. How Do Reviews Affect Mobile Apps
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Improve
App Rating
Increase
Conversion Rate
Improve User
Retention
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8. How Do Reviews Affect Mobile Apps
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Gather
User Feedback
Increase
Conversion Rate
Improve User
Retention
Improve
App Rating
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9. How Do Reviews Affect Mobile Apps
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Improve App & Adjust
your roadmap
Increase
Conversion Rate
Improve User
Retention
Improve
App Rating
Gather
User Feedback
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10. How Do Reviews Affect Mobile Apps
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Give you a chance to
Get Featured
Increase
Conversion Rate
Improve User
Retention
Improve
App Rating
Gather
User Feedback
Improve App & Adjust
your roadmap
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11. How to work with reviews in Freshdesk
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1. Set up integration in AppFollow

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2. Receive reviews in Freshdesk

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3. Check reviews

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4. Reply to reviews in Freshdesk

16. Four Strategies When Working With Reviews
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17. Four Strategies When Working With Reviews
Strategy 1:
Reply to all
reviews
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18. Strategy 1:
Reply to All Reviews
Who does it work for?
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19. Strategy 1:
Reply to All Reviews
Who does it work for?
• Apps in beta
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20. Strategy 1:
Reply to All Reviews
• Right after launch
Who does it work for?
• Apps in beta
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21. Strategy 1:
Reply to All Reviews
• Apps with approx 10-20 reviews/week
• Right after launch
Who does it work for?
• Apps in beta
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22. Strategy 1:
Reply to All Reviews
How?
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23. Strategy 1:
Reply to All Reviews
How?
• Search for each review in App Store manually
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24. Strategy 1:
Reply to All Reviews
How?
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• Search for each review in App Store manually
• Set up integration with Freshdesk in AppFollow, get
immediate alerts & reply directly from Freshdesk

25. Strategy 1:
Reply to All Reviews
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26. Strategy 1:
Reply to All Reviews
Why is it important?
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27. Strategy 1:
Reply to All Reviews
• Helps you gather user feedback right after the launch
Why is it important?
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28. Strategy 1:
Reply to All Reviews
• Helps users understand your app
• Helps you gather user feedback right after the launch
Why is it important?
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29. Four Strategies When Working With Reviews
Strategy 2:
Reply only to popular
and featured reviews
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30. Strategy 2:
Reply to Popular or Featured Reviews
Who does it work for?
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31. Strategy 2:
Reply to Popular or Featured Reviews
Who does it work for?
• Apps with more than 50 reviews/week
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32. Strategy 2:
Reply to Popular or Featured Reviews
Who does it work for?
• Apps with more than 50 reviews/week
• When there are less than 10% of negative reviews
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33. Strategy 2:
Reply to Popular or Featured Reviews
How?
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34. Strategy 2:
Reply to Popular or Featured Reviews
How?
• Set up filter for Featured reviews in AppFollow
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35. Strategy 2:
Reply to Popular or Featured Reviews
How?
• Set up filter for Featured reviews in AppFollow
• Set up integration with Freshdesk
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36. Strategy 2:
Reply to Popular or Featured Reviews
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37. Strategy 2:
Reply to Popular or Featured Reviews
Why is it important?
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38. Strategy 2:
Reply to Popular or Featured Reviews
Why is it important?
• Increases conversion rate from visits to installs
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39. Four Strategies When Working With Reviews
Strategy 3:
Reply only
to negative reviews
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Strategy 3:
Reply Only to Negative Reviews
Who does it work for?
• More than 50 reviews/week

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Strategy 3:
Reply Only to Negative Reviews
Who does it work for?
• More than 50 reviews/week
• Negative reviews >10—15%

42. Strategy 3:
Reply Only to Negative Reviews
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Strategy 3:
Reply Only to Negative Reviews
How?

43. Strategy 3:
Reply Only to Negative Reviews
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Strategy 3:
Reply Only to Negative Reviews
How?
• Set up filters for negative reviews to receive 1*—2* reviews
in AppFollow

44. Strategy 3:
Reply Only to Negative Reviews
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Strategy 3:
Reply Only to Negative Reviews
How?
• Set up filters for negative reviews to receive 1*—2* reviews
in AppFollow
• Set up integration with Freshdesk

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Strategy 3:
Reply Only to Negative Reviews

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Strategy 3:
Reply Only to Negative Reviews
Why is it important?

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Strategy 3:
Reply Only to Negative Reviews
Why is it important?
• Decreases negative reviews

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Strategy 3:
Reply Only to Negative Reviews
Why is it important?
• Decreases negative reviews
• Improves apps’ rating

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Four Strategies When Working With Reviews
Strategy 4:
Automate replies
to reviews

50. Strategy 4:
Automate Replies to Reviews
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Who does it work for?

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Strategy 4:
Automate Replies to Reviews
Who does it work for?
• Companies with established customer support teams

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Strategy 4:
Automate Replies to Reviews
How?

53. Strategy 4:
Automate Replies to Reviews
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Strategy 4:
Automate Replies to Reviews
How?
• Set up integration with Freshdesk to receive all reviews and
reply to them in a service

54. Strategy 4:
Automate Replies to Reviews
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Strategy 4:
Automate Replies to Reviews
How?
• Set up integration with Freshdesk to receive all reviews and
reply to them in a service
• Tag important reviews

55. Strategy 4:
Automate Replies to Reviews
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Strategy 4:
Automate Replies to Reviews
How?
• Set up integration with Freshdesk to receive all reviews and
reply to them in a service
• Tag important reviews
• Assign reviews to the right teams with prepared templates

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Strategy 4:
Automate Replies to Reviews

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Strategy 4:
Automate Replies to Reviews
Why is it important?

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Strategy 4:
Automate Replies to Reviews
Why is it important?
• Increases retention rate

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Strategy 4:
Automate Replies to Reviews
Why is it important?
• Increases retention rate
• Improves user loyalty

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61. Don’t ignore reviews (any)
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Things to remember

62. Never assume users forget why they complained
Don’t ignore reviews (any)
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Things to remember

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Let users know when you fixed their problems
Never assume users forget why they complained
Don’t ignore reviews (any)
Things to remember

64. Let users know when you fixed their problems
Never assume users forget why they complained
Don’t ignore reviews (any)
Don’t be shy to ask to change the rating
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Things to remember

65. Replying to popular reviews is mandatory
Let users know when you fixed their problems
Never assume users forget why they complained
Don’t ignore reviews (any)
Don’t be shy to ask to change the rating
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Things to remember

66. Monitor spam and report it
Replying to popular reviews is mandatory
Let users know when you fixed their problems
Never assume users forget why they complained
Don’t ignore reviews (any)
Don’t be shy to ask to change the rating
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Things to remember

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