You might also like: 9 Pro Tips to Create a Stellar App Customer Experience

[badsha0025]

Create templated responses for common praises and complaints
Templates and pre-written responses are great for helping support work go faster. If you see a common theme in your one-, two-, and three-star reviews, it may be worthwhile to draft a reusable statement for replies, that you can personalize or not based on your bandwidth.

3. Establish when it’s appropriate to address review outside of replies
As mentioned above, troubleshooting a complaint in a negative review directly in the reply can be ideal, but there certainly may be times when a more complex support interaction may be required. Create guidelines for your team when a problem is addressable in reviews, with a link to FAQs or online support docs, or when it’s better to address in a support channel.


Reply to reviews to build better relationships with your app users
Reply to reviews: Screenshot of an app with 24 reviews, showing an overall china phone data rating of 5.0 stars in the Shopify App Store When you reply to reviews in the Shopify App Store, you’re taking advantage of another opportunity to create a stellar customer experience for your users. Providing fast, helpful, and supportive responses are small actions that can have a big impact on your long-term success as you grow your SaaS business.

Whether it’s helping solve a problem in a negative review, thanking positive reviews, or responding with an update to a feature request or bug, the ability to respond to reviews allows for a two-way conversation between you and the merchants who have rated and left feedback on your app.

What review response pro tip do you use the most? Let us know in the comments below!