"2) Set up a system for support and actually handle your support requests"
I do. There's multiple links to my email address they have to go past/ignore to get to the review process There's a HELP button on the main page of my app that they keep ignoring, and even popups that answer some of their questions, they also ignore. On Monday, 3 December 2012 15:18:59 UTC-5, Brill Pappin wrote: > > Join the crowd ;) > > Actually, when you think about it, it would actually not be a good idea to > be able to respond to people in the review comments. > You might have the best intentions, but it *would* escalate into something > you most definitely don't want in reviews. > > However, you still have a problem to deal with. This is how we handled it > with a lot of success: > > 1) The people that usually review are those that have a reason to come > back to the app in Play and actually write a review. Your happy customers > are the ones that don't need to review anything because they forget the app > was ever not on their phone. What we did was provide a way for users to get > to the reviews in-app and even give them update information and request a > review if they are happy with the app. You can only ask once per update *at > most* however, or you will again have unhappy customers. The result for us > was that the positive reviews so out weighed the negative reviews that the > negative became inconsequential. > > 2) Set up a system for support and actually handle your support requests. > People have problems sometimes or they simp;y don't understand how to > operate your app. Use those support requests to improve your app and deal > with the issues first that you get the most support requests about. You can > add the support option to the same place the users has the review option... > that way if they have a problem they don't simply review poorly, they > instead ask for support. It will take you a little while to work out your > support system and it *will* be a burden for a while, but its worth the > trouble. Even if you *can't* fix a users issue, you can record the problem > in your backlog and let them know you have don that. They may not exactly > be happy, but at least they feel that someone cares about the problem. > > 3)If a negative review is poorly written (erroneous, swearing, raging etc) > you can ask Google to remove it and they usually will. Don't abuse the > feature, but go ahead and use it. Keep in mind there is not a single app > out there with no bad reviews, so don't remove them simply because they are > negative. > > 4) When you get a bad review at the top of the stack, it can be a pain and > *will* effect your sales. TO deal with this, simply modify your own review > to address the issues, usually by asking them to contact support. When what > will happen is that your own review will go to the top of the stack and be > seen first. You will find that if you implement steps 1-3 that you will no > longer need to do this, so step 4 is a stopgap while you get the rest of > those suggestions in place. > > 5) If your app really does suck or break or look like crap, then fix it. > That will help you reduce the need for points 1-4 and in the end costs you > less in time wasted dealing with it. > > Hope that helps, > - Brill Pappin > > > On Friday, 30 November 2012 01:31:00 UTC-5, Techni wrote: >> >> I am getting some really STUPID comments and it's infuriating that I can >> do nothing about them >> > -- You received this message because you are subscribed to the Google Groups "Android Developers" group. To post to this group, send email to [email protected] To unsubscribe from this group, send email to [email protected] For more options, visit this group at http://groups.google.com/group/android-developers?hl=en
