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:
• 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.
1. Good Review Steps
Example Review:
Here’s an example to illustrate the process:
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.