Negative Reviews – How to Handle the Haters
This is a guest post by Arianna O’Dell, a Content Marketing Manager for Social3i. We paired up with Social3i this week to provide some helpful tips on marketing your apps.
Your application is beautiful. Everyone is raving about how much they love you. You have received dozens of glowing reviews. But wait…. what’s this?
A negative review?!
Sadly, no matter how great your application is, you will always be able to find someone who does not like what you have created or has run into a technical problem while trying to use your app.
“Doesn’t work on my phone.”
“What a rip off! Don’t buy this application.”
In today’s digital world, the written review is king. Before a user downloads an application, they seek the advice of friends and reviewers in order to make a more informed purchasing decision.
Though a negative review may be frustrating, here are some ways a few of our favorite apps combat negative reviews and keep those downloads coming!
Resolve the Issue
Looking into the issue and resolving the current problem is a great precautionary step to prevent repeat negative reviews.
“At Eatfindr, we take every review very seriously especially since our app is about making sure that people with allergies and other dietary needs can find a safe place to eat at. We try to first channel the suggestions and feedback from our users to feedback forms inside our app, which helps us establish a two-way communication channel with our users. For the negative reviews that we’re unable to handle internally, we try to carefully screen for any patterns of feedback that we receive and address them promptly. Some of the best features in the app have come about from users’ suggestions and we love staying in touch and hearing from them, be it good or bad!”
-Ludo Antonov, Co-founder at Eatfinder
Understanding the Underlying Problem
“Kelsey from our customer support team contacts application users to help resolve any issues. If we can’t get in touch with the customer directly, we advertise the issue internally and try to understand the reasons behind the problem. We then make sure to get the problem fixed in a timely manner.
Advice to Developers: One of the best ways to mitigate against bad reviews is a good product.”
– Michael Smyers, VP Engineering at Zipwhip
Apologize & Make The Experience Better
“The best way to deal with negative reviews is to write a perfect app so you don’t get any, of course! That’s hard though I suppose, so instead, when you do inevitably get a bad review here and there try to look up the user in your system if they’ve left their name and send them a considerate, apology-laden email asking them how you could make their experience better. You might have to get creative to find them, maybe they left a username that they use on twitter or other parts of the internet that you can use to track them down. If you get lucky, a nicely worded email from the CEO of your company letting them know they’re heard might make them change their mind enough to turn them into a glowing positive reviewer. Ultimately you’ll then want to fix their problem if you can, then ask them to give you a good review.
Step 1: Keep putting out bug fixes as fast as you can.
Step 2: Track down negative reviewers as craftily as possible and try to make them feel heard.
Step 3: If you fix a problem, let the people that had the problem know so they can give you a good review.”
– Brian Fioca, CTO Zapd
Care About Each And Every Customer
“We (at Readdle) are trying to care about every single user. However, there are always people who are unhappy with the apps.
For us developers, reviews are very important. And in general, reviews are helpful for those who are evaluating an app, especially if it costs $5 – $10. In order to deal with negative reviews, we encourage our loyal customers, who got help from our support team, to write reviews. However, in order to have good reviews – you have to have a great app in the first place.”
– Denys Zhadanov, Marketing Manager at Readdle
Have a tip to deal with negative reviews? We would love to hear your thoughts in the comments below.
About the Author
Arianna O’Dell is a Content Marketing Manager at Social3i, a Social Media Consultancy based in Seattle and San Francisco. O’Dell and her team build long-term content marketing plans for both large consumer brands and small technology start-ups.