I hear you :) Chuckle. I find that usually my users don't read very well ;)
Seriously, bury them under good reviews. It actually works. - Brill On Monday, 3 December 2012 15:25:57 UTC-5, Techni wrote: > > "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 android-developers@googlegroups.com To unsubscribe from this group, send email to android-developers+unsubscr...@googlegroups.com For more options, visit this group at http://groups.google.com/group/android-developers?hl=en
