Overview of App Follow and Review Management

App Follow is a third-party tool we use to monitor app store reviews across various platforms. Within App Follow, each platform has its own console to manage reviews based on device type:
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• Apple: App Store Console

• Android: Google Play Store Console

• Windows: Microsoft Console

To streamline the process, App Follow is integrated into Intercom. When someone leaves a comment or review on one of our apps, the review is captured by App Follow, which then sends a notification to Intercom. These automated messages in Intercom include a direct link to the review, making it easy to take action.

Note: You don’t need to be highly familiar with the App Follow platform itself since the Intercom notifications provide everything you need, including direct links to the reviews.

Types of Reviews

We receive a wide range of reviews: positive, negative, and neutral (customers on the fence). In the past, we primarily focused on responding to negative reviews, aiming to resolve issues and encourage customers to update their feedback.

Let’s look at how to handle reviews based on their type.

Example Review:

Here’s an example to illustrate the process:

Review Link

This review came into Intercom from the App Store. From the details in Intercom, we can see the following:

• Review Content: “If you’re an offshore boater, this is your weather app.”

• Reviewer Name: Paul Stark

• Platform: Google Play

• Device: Android 14.0

By following the direct link, you can access the full review and take the appropriate steps to respond or log the feedback.

See the review below:

In this example, Tony has already been in support.

There’s no set rule for this, but what I’ve been doing is waiting until we, in support, have resolved the issue. Then, I message the customer on Intercom, asking if they’d be willing to update their review to reflect their current experience.

Keep an eye on the review. If they don’t update it, leave a comment saying something like:

“Thanks for your review. We’ve been in touch and have accommodated you regarding this issue.”

Adjust the response based on the specific situation.