It is the worst feeling when a new app crashes and there is no way to solve the issue. Many users want to talk directly to developers, but that’s not how the App Store works.
Apple has added many improvements recently, including App Store Search Ads that target popular terms that developers can now bid on, similar to Google’s Ad Words platform.
In Apple’s newest software update iOS 10.3, it will allow app developers to respond to reviews. To create more interactive storefronts, developers will now be able to respond to any posted review, making it visible for all other users to see. Moreover, with the addition of the SKStoreReviewController API, users will be able to review an app without sending them back to the App Store.
Behind the scenes of the App Store, users are unware if the developer is reading their reviews or if it is being ignored. Apple can look forward to users feeling more informed and supported, along with possible increases in conversion rates. Developers replying to reviews is a new way for people to fix issues faster, and connect with their users.
Android users have already had the luxury of getting responses from the developers. This has cleared up confusion and been incredibly informative to users on what to look forward to next in upcoming updates. Google Play created a dialogue that brought more popularity to apps that users see developers responding to.
Apple hasn’t released too many components detailing the kind of interaction developers would have with their users, but if it’s anything like Google Play’s response system, iOS developers will need to keep up with what users are saying. There are some tips based off Google Play’s practices on how to improve conversation rates and what kinds of reviews to reply to.
Tips on Replying to Reviews
- Every app wants to be unique and stand out, and developers want to improve ratings and have more downloads. Quick responses let users know what is going on, and is more likely to improve ratings, downloads and conversion rates.
- Any bad experience needs to be improved immediately and resolved in a way that satisfies the user and the developer. By providing specific, clear information, developers can fix many of their issues quickly and effectively.
- Always let the user know that the problem is being solved and what steps have been taken to fixing the issue. If giving users tips or FAQs is the best fix, at least the next step has been taken and the developer reached out.
- Not every review can be responded to. By replying to reviews that point out specific criticisms of the app, it creates dialogue between the developer and the user. Developers do not want to only respond to the angry reviews. Take the time to talk to those that are happy with the app but still see room for improvement.
Keeping up with users’ reviews in the App Store could have huge effects on an app’s conversion rates. If users see negative reviews without action from a developer, they may be less inclined to download an app. Ultimately, users want to interact with developers when there is an issue. iOS 10.3 gives developers the opportunity to create dialogue in efforts to increase downloads and conversion rates.