Dad and mom set up the app, youngsters play the app — however who writes opinions for them on the App Retailer and Google Play? Specialists from ASOWorld defined how you can method probably the most demanding youngsters’s app customers and supplied ideas for collaborating with the feedback of youngsters and their dad and mom.
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Contents
- Peculiarities of working with kids app reviews
- How to minimize negative reviews and maximize positive reviews
- How to respond to kids app reviews correctly
- How to delete unfair reviews
- What goals can be achieved through responses to reviews
- Tips for working with kids app reviews
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Peculiarities of working with children app opinions
1. Two customers as an alternative of 1: a mother or father and their baby.
The peculiarity of children apps is in the truth that they’re put in by the dad and mom however utilized by their youngsters. Due to this fact, you’ll get opinions from each dad and mom and youngsters, and the strategies of working with every of those teams fluctuate.
2. Children usually tend to go away insufficient opinions than adults.
Children aged 8+ might be very aggressive. Due to this fact, you usually need to work with detrimental opinions on children apps. When responding to such opinions, it’s good to perceive that their aggression is short-term and might be lowered with the best method.
3. Children normally don’t discover small bugs and solely write about main issues.
Our customers solely level out vital bugs. In different circumstances, youngsters don’t discover the subtleties and don’t speak about them.
4. The velocity of responses to opinions is essential.
Customers of children apps generally decrease their rankings, even when you don’t reply to them for simply 10 minutes. You have to reply instantly, particularly on weekends and holidays, since customers obtain and play apps extra lately. It’s important to reply as rapidly as doable, in any other case, your opinions can worsen rapidly.
reduce detrimental opinions and maximize constructive opinions
Comply with sure pointers to scale back detrimental opinions. That is related not just for children apps but in addition for apps of different classes.
1. Don’t replace all customers directly. Replace the app just for a sure portion of your viewers. This characteristic is offered on Google Play. It’ll assist to keep away from numerous detrimental opinions directly. You’ll have time to seek out and repair bugs and replace the remaining customers after that.
For extra data on how you can implement updates just for a portion of customers, see Google Play Assist.
2. Use beta opinions on Google Play. They are often left by an app’s beta model customers. These opinions are separated from others, should not seen within the app retailer, and don’t depend in the direction of the general score.
3. The technical help electronic mail deal with have to be clearly seen within the app. Whether it is troublesome to seek out, customers usually tend to go to the app retailer and touch upon the issue there. Due to this fact, it’s good to be sure that the help electronic mail deal with is straightforward to seek out on the app.
4. Use app score requests. After customers give your app a constructive score, it is best to ship them to the app retailer; in the event that they go away a detrimental score, ship them a suggestions kind.
We began asking for constructive opinions on the app 40 minutes after the beginning of the “Three heroes” recreation. Because of this, the variety of opinions has grown a number of occasions higher.
How to answer children app opinions appropriately
1. Reply to all opinions and be sincere with customers. Typically, because of appropriate phrasing from the developer’s aspect, customers may enhance their score.
We’re responding to indignant person opinions with a one-star score. And that is the way it works: customers is not going to give us fewer stars, however after they get a response, they may elevate their score.
For instance, a person wrote that the rationale he didn’t like our video games is that they don’t seem to be free. You may assume you don’t even want to answer this evaluate as a result of it’s not a bug, however a truth. However we responded and actually mentioned that we worth our product and wish to get revenue off of it. In return, the person gave us three additional stars.
2. Embody key phrases in opinions, however make certain they match into the context. That is particularly related for constructive opinions, the place the person expresses gratitude.
3. Adjust to Model Voice. To distinguish your responses from these of your opponents, use your app’s model options. When customers get notifications, they may perceive that it was you who replied.
We predict it’s cool to face out from different firms. When customers see our replies, they may instantly assume: “Oh, that is from DEVGAME. Solely they put pizza emojis in Masha and the Bear Pizzeria recreation”.
You can too use a few of your personal branded phrases, emojis, and different issues that can make you stand out.
3. Reply to oldsters’ and youngsters’ opinions in numerous methods. Typically it’s troublesome to inform whether or not a evaluate was written by a mother or father or a child. However most frequently, opinions from dad and mom and their children are very completely different. Due to this fact, it is very important use completely different approaches.
For instance, in reply to an grownup’s evaluate, the developer thanks the person for a good suggestion and responds to the person’s suggestion, whereas in response to a child’s evaluate, they recommend telling their associates concerning the recreation.
4. Save time and use templates. To answer customary opinions sooner, use Asodesk templates. You possibly can create your personal templates, in addition to add branded emojis and key phrases. For a fast response, choose the specified template within the Critiques & Replies Board.
With Auto-Replies, it’s also possible to arrange automated responses to opinions. That is particularly helpful when responding to brief opinions. Set any circumstances for the evaluate content material, size, language, and presence or absence of a tag within the settings.
5. Reply to detailed opinions individually. Children are extra candid than adults. They’re additionally extra grateful, and generally they add attention-grabbing information about themselves in opinions. In the event you take note of this in your response, the person will turn out to be much more loyal.
For instance, a lady wrote that she was enjoying a recreation together with her parrot. The developer of App Household Children replied that it was cool and gave recommendation on how you can enhance the gameplay.
6. Give you arguments and reply to cost opinions with humor. Customers usually complain concerning the excessive worth of children apps. A lot of them give a low score and say that youngsters’ video games must be free. In addition they write that builders must be ashamed of including advertisements to a children’ recreation.
When responding to those opinions, it is very important emphasize that the sport, like every other product, takes loads of builders’ effort and time. For instance, DEVGAME notes that they can not make video games totally free, as a result of they want a great improvement group.
7. Be happy to ask the person about altering their score. Typically, children give apps 1–2 stars by mistake and the sport will get a low score. As an alternative of simply thanking the customers, ask them to extend their score.
This method actually works and a few customers enhance their rankings.
Quite the opposite, it’s higher not to answer a foul evaluate with a excessive score. In any other case, there’s a danger that the person will see their mistake and scale back the variety of stars.
8. Encourage children to strive different video games. If a child has written a rave evaluate on your recreation, suggest different merchandise. The person is already loyal to you, so there’s a nice likelihood that they may wish to obtain extra of your video games.
9. Invite customers to debate the sport on social media. Typically children write that they can not cross the extent or don’t perceive how you can do one thing within the recreation.
On this case, along with a advice, it’s also possible to invite them to hitch the group on your recreation on social media. For instance, on this reply, the developer emphasizes that within the group, you may focus on gameplay with different customers.
delete unfair opinions
Unfavorable opinions have a huge impact on set up conversion. Due to this fact, it is best to attempt to take away detrimental opinions, particularly if they’re featured. If the opinions are indignant and comprise obscene language, dad and mom is likely to be discouraged from downloading the app for his or her youngsters.
You possibly can ship complaints about detrimental opinions in Asodesk utilizing the Report a Concern characteristic. The software additionally has a Bulk Motion characteristic that lets you report numerous opinions directly. Simply choose the opinions you wish to delete and click on the Report button.
If Google Play help isn’t responding to your request, strive translating unfair opinions into English.
Moderation didn’t delete the opinions of Russian customers that we complained about. We wrote a message explaining that the opinions contained obscene language, which children shouldn’t see.
The moderators requested us to offer the app ID, date of remark, actual evaluate, and its translation. You probably have greater than 10 opinions, it’s simpler to place all this data right into a spreadsheet.
This fashion, we determined to delete all obscene opinions that we discovered by way of the search directly. Our translator even exaggerated the interpretation of some phrases to make it sound worse.
It’s even tougher to get motion from App Retailer help, so it’s higher to dislike an unfair evaluate.
We requested associates, family members, and colleagues to dislike obscene opinions within the App Retailer and ship a grievance. After a few days, the opinions have been deleted. Now we use this methodology on a regular basis and nearly instantly complain concerning the opinions. We normally write opinions on behalf of the customers: “How is it doable {that a} evaluate with obscene phrases handed the moderation? What if my child sees this?” After this, the App Retailer responds a lot sooner.
What objectives might be achieved by responses to opinions
To offer you extra motivation to answer opinions, allow us to inform you what you may obtain.
1. Improve person loyalty.
A boy complained that the worth of the sport was too excessive for him. The developer urged utilizing a free trial in order that he can play totally free for 3 days. After that, he raised the score from 4 to five stars and eliminated the outline of the issue from the evaluate.
2. Discover concepts for enhancing the product. That is very true for teenagers video games, as children usually recommend nice concepts for enchancment.
Anna Antsiferova shared a case examine when participant recommendations could make the sport extra attention-grabbing. For instance, a child urged including the character’s youthful sister to the plot.
So as to not lose all person recommendations and bug descriptions, it’s good to save them. Do that utilizing tags in Asodesk. They assist divide opinions into teams and make it simpler to investigate them.
For instance, you may mark opinions about bugs and improvement recommendations with separate tags within the Critiques & Replies Board tab.
The Auto-Tags software will routinely choose the best tag if the evaluate matches the standards you specified.
3. Improve conversion charge and installs. In the event you frequently work with opinions and develop the app, the score will enhance. Together with the score, the conversion and variety of installs will develop, too.
Ideas for working with children app opinions
To make your work with opinions of children apps extra environment friendly, observe these guidelines:
Reply to opinions as quickly as doable. Children are much more impatient than adults. Due to this fact, the sooner you reply to opinions, the higher your likelihood of retaining a loyal person.
2. Ask for constructive opinions. This fashion, the variety of opinions may develop a number of occasions.
3. Use key phrases. It will assist the app rank higher.
4. Talk with dad and mom and youngsters in numerous methods. Customers ought to really feel such as you perceive them and communicate their language.
5. Use model options. Add slang phrases and emojis to your replies. They’ll make your reply stand out amongst different builders.
6. Present understanding of what customers write about. At all times touch upon the vital data that customers embrace of their opinions.
7. Ask to appropriate the score if the evaluate is constructive, however the person has given a low score.
8. Translate unfair opinions into English; this fashion, Google Play moderation is extra more likely to delete them.
9. Ask associates and colleagues to click on “Not useful” beneath unfair opinions within the App Retailer.
