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APP STORE OPTIMIZATION · HUGH KIMURA · FEBRUARY 2015

5 Reasons Community Managers Should Mine App Reviews

Community Manager tips that will help you get more engagement, shares and customer satisfaction.

Tips for managing a community

Managing an online community is a challenging job. You need to keep people engaged, put out fires and continually create content that gets shared.

It can be tough to come up with new content ideas and communicate the benefits of your brand to new and potential community members. If you have not considered exploring user reviews of apps, this post will give you a new resource that you can draw upon for great ideas.

In this post, we will show you the five reasons why you, as a community manager, should be paying attention to user reviews of apps. We will also show you the fastest way to mine the information you need from these reviews.

Solve Small Problems Before They Snowball

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Large problems can start with something as simple as an app review. If you aren't paying attention, it can grow into much larger negative perceptions of your company.

As the community manager, discovering dissatisfaction or misconceptions early can help you create content that addresses these concerns. Sometimes a simple blog or Facebook post can put the issue to rest.

So app reviews are definitely an area that you should monitor periodically. Later in this post, we will show you how to easily search reviews for things like your company's name so you don't have to do a ton of manually searching.

Gain A Competitive Advantage

Even if your company doesn't have an app, you can still figure out how to solve problems that customers are having with other companies. By mining reviews of your competitor's apps, you can find out what people really think of your competition.

Discover things like: how good their customer service is, what they do well and what they do poorly. You can then highlight the advantages of your company that speak to the weaknesses of your competition.

Get Content Ideas

Reading through reviews can give you great ideas for new content. For example, you might discover an unusual way that someone is using your app.

This could help you write blog posts that target others who have the same use case, but never thought about using your app in that way. By targeting this smaller subset of your market, you can increase the influence of your company.

Find Testimonials

App Reviews can also be a source of testimonials and great stories. Think of strategic ways that you can leverage these reviews to market your company to your target audience.

Since reviews on the Apple App Store are anonymous, they might not be as useful as Google Play reviews. But they can still provide a source of social proof for your company, so take the time to think about how you can use them in your community.

Mining Reviews Is Easy

You can mine reviews by manually reading through every single app review. If you want some tips on the most efficient ways to do this, you can read this guide. But that can take a very long time.

There is a better way. Our Review Analysis module is an easy way to sort through the millions of reviews out there and only pick out the information you need.

For example, let's say that you have a game and are looking for ideas for your next tweet or Facebook post. You could search your user reviews to find out how you could increase engagement with the game through player-to-player challenges.

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The first result of our search turns up a review that contains a recommendation for a feature to add to the game. You could ask your audience on social media if they would also like to have this feature. Their responses can increase interaction with your brand and possibly lead to a very useful discussion about how to make your game better.

Conclusion

To get more tips on how to be a more effective community manager, you can read this insightful article that features tips from top community managers. Sometimes being a great manager is also about what you do outside of work.

Get started with Review Mining today and grow your community. Review Analysis is an Enterprise only feature. To see it in action, contact us to schedule a demo.

What are some other places that you use to get ideas for your community. Let us know in the comments below...


Sensor Tower's platform is an enterprise-level offering. Interested in learning more?


Hugh Kimura

Written by: Hugh Kimura, Head of Content

Date: February 2015

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