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Online Reviews - App Reviews

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There are many platforms that customers and users rely upon to share their product feedback online. These platforms include g2, Capterra, and Gartner Peer Insights

And let’s not forget the Apple App Store and the Google Play Store,

These platforms are important because interested buyers rely on these platforms to view feedback from others prior to making their purchasing decision. 

If there is mainly positive feedback about your product then they are more likely to buy. If however the feedback is mainly negative then they are less likely to buy.

Here are some tips to keep in mind for online product reviews from your customers:

Proactively ask your customers for reviews

Do not ignore rating platforms. Having a positive presence online can create beneficial opportunities for your product and assist with business growth.

Time this well, however. You want to reach out to customers at a time when they are most likely to have positive things to say about your product. If you recently increased your prices or had a major outage then it is best to ask at a different time.

Reach out to your most supportive customers

One of the benefits of performing an NPS survey is that the results will let you know who your promoters are among your customers. Definitely reach out to these customers to share their positive experience with others.

Also reach out to your strategic customers, those whose presence can create beneficial opportunities for your product, then consider asking these customers to leave a review. Also know at what point you will reach out to them for a review.

Follow up post customer review

When customers provide reviews (positive or negative) be sure to follow up with them. 

If a negative review was given due to a bug in your product then respond to the review (publicly) letting the customer know that you apologize for the experience and the said bug is being looked into. And when customers leave positive reviews, thank them and let them know that you appreciate their support.

Solicit in-app feedback prior to online reviews

Prior to asking your customers to share feedback about your product online, consider asking for their feedback inside of your product first.

One way to implement in-app reviews is to ask your users inside of your product for a rating,  rate 1-5 stars for example.

If they rate a 4 and above then take them to your respective app store (or review platform) to share the rating and their feedback there. If however they rate a 3 or below then ask them for their reason. 

This information should then be collected and prioritized.

Garner feedback from your entire user base, even those who have been on your product for 5 minutes. Doing so will give you insights as to why they didn't stay, what you can do better, why your product failed to impress them, and how to improve your onboarding process. This is definitely encouraged.

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