Managing your app’s online reputation is a huge part of app marketing. You have to monitor what people are saying about your app and carefully respond. Knowing what people are saying about you and your brand is a great indication of the health of your company.
Customers easily share positive and negative impressions of apps on social media. That’s why keeping regular communications with your app’s audience is one of the most important factors when it comes to reputation management.
While it’s quite easy to monitor what people say about your app from your Facebook page, you can’t always learn what’s being said in other places around the internet at this very moment.
Missed conversations result in missed opportunities and even risks. For instance, if your app is being defamed, not taking immediate action can have serious repercussions. On the other hand, being aware of what people are saying is enough to guide your decisions regarding your product development and your marketing messages.
Luckily, there are tools that can help you analyze public opinion and respond to your community directly and on time.
These 7 tools will help you manage your online reputation and save time:
This platform tracks everything people say about your app. Brandseye tracks, collects and analyzes brand mentions online, in print, and in social and broadcast media. All mentions are described by several characteristics and sorted by relevance. Brandseye sends email notifications when your brand is mentioned online.
Rankur monitors online reviews, blogs, news, forums and social networks. The tool tracks not only an app’s name, but also the names of people closely connected to the company, the CEO’s name, and your brand name. Rankur also analyzes the demographic profile of your audience and measures the quantity and quality of conversations. With the help of Rankur you can discover trending topics, manage your online reputation and track your social media mentions.
Is a free analysis platform that aggregates all content about your app, allowing you to easily track and measure mentions in social media in real-time. You can search for mentions within blogs, microblogs, videos, images and questions. The results are detailed, and are broken down based on source and user, a measure of how positive or negative a conversation is, and its overall reach.
Trackur sends you notifications every time your brand is mentioned, providing you relevant information in real-time. With this analytics tool, you are able to manage your online reputation, track the hottest trends, and quantify your social reach.
It provides image search for social media, blogs, and websites. Image Raider scrapes Google, Bing, and Yandex to find websites. Image Raider, finds all instances when people used your photo and discussed it, keeps you informed with push notifications.
It collects feedback and monitors app reviews. With Reputology, you can easily aggregate reviews by category and convert them into tabs. This lets you identify what’s driving positive and negative customer sentiment and address recurring issues before they happen again. Reputology also offers reports to help you make decisions based on feedback it collects, and integrates with Hootsuite and other social media management tools.
Mention just as its name suggests will send you real time mentions about your brand. Mention monitors billions of sources in over 40 languages to help you learn everything that’s being said about your app. You can add your support and PR teams to your Mention account to keep your app’s reputation properly managed. Another great thing about Mention is that it’s available for iOS and Android, so when they say you’ll never miss a conversation, they really mean it.
These tools are certainly great for monitoring your app’s reputation. But what should you do once you see negative feedback on social media? Here are a few tips for you.
How to respond to negative feedback
a. Respond quickly
You’ve probably noticed that negative content on social media grabs more attention and spreads much faster than positive content. This is because negative news are sensational, they create a scandal and give people something to think about. The faster you respond to negative feedback the more people will see your point of view. Reponding quickly might help you minimize the damage caused by negative comments.
b. Never delete negative comments
Don’t event think about it! Instead of minimizing criticism you will exacerbate an already negative situation. Deleting negative comments can be perceived as covering up an issue or admitting guilt. Instead, respond politely and resolve the complaint whenever possible. If you plan to deal with the issue later, tell the person who left the comment exactly what you plan to do and when. Make sure you follow up and do it. Just remember: stay calm and never take negative comments personally.
c. Stay positive
Negative feedback can in fact be turned into positive. All you need to do is repond in a polite and transparent manner. Say you appreciate the input and explain your side and add a human touch to the conversation. This will have a good impact on other people who also read the conversation.
There will always be people who won’t like your app. And this is totally okay. What is not okay is ignoring critisism and user complaints.
How to respond to positive feedback
a. Say thank you
Your users took their time to share their opinion about your app online. You should express your appreciation for this fact.
b. Ask what else you can do
Getting a positive comment is a great way to start a conversation about improving your app. You can ask your customers what else you can do to make their experience better. You can use their recommendations in your next app releases.
c. Share positive feedback with your team
Positive feedback is a great motivation for everyone involved in developing a product. Show what exactly makes your users happy about your app. This will encourage your team to produce even better outcomes.
By keeping track of your app’s reputation you can achieve the following:
- Dispel false claims and rumors
- Uncover earned mentions of your brand
- Address legitimate complaints and concerns in a timely manner
- Answer questions about your brand in forums
- Boost your self-esteem by reading all the good stuff being said about you and your brand
Good reputations don’t build themselves. Reputation is built step by step, tweet by tweet, blog post by blog post. But a bad reputation can happen in a snap. One negative review can ruin several months of hard work. If you don’t monitor mentions of your brand online, then you’re missing out on valuable feedback and opportunities to control your brand’s valuable reputation.
Lena Voitenko is a Community Manager at Yalantis, a company that builds mobile and web apps. Lena is fond of social media marketing, growing communities and traveling.
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