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Killing two birds with one stone: Facebook App Reviews

ModSquad

A positive rating on your Facebook game can help your viral efforts or absolutely kill it.  It is one of the first things (other than the title) that any prospective player will see – and each star counts. Obviously your game rocks and is going to rack up the five star reviews, but all it takes is one missing inventory item or 10 minutes of server issues to get a one star from a dissatisfied player.

The good news is that Facebook isn’t like the iTunes store, where a bad review is a cold, frustrating keepsake from a customer that is likely long gone. Instead, you have the chance to bargain for your review back and help someone who doesn’t care enough about your game to contact customer service, but can still be reached and brought back into the fold.

  • Create a CS account: Comments on reviews will be made from personal accounts, so create a customer service account to engage your players.
  • Hunt them down: Take 30 minutes a day to scan through your app’s reviews and find the ones that are actionable. Even with a simple “This game sucks!” it’s easy to ask why and figure out what the problem might be.
  • Follow-up: Don’t make initial contact with a player on a review thread only to ignore their response. Help them out and let them know the problem has been taken care of. If you can’t help them, explain why.
  • Ain’t too proud to beg: Most times the reviewer will change their rating to something more positive after their problem has been addressed. If they haven’t, it’s completely fine to suggest it. Lots of applications get their ratings with automatic pop-ups asking to rate, but they’ll be even more compelled with a personal approach.

You aren’t going to change all of your ratings, but a 50% turnaround isn’t an unobtainable goal. Utilizing the Reviews page of your Facebook app is a great way to not only boost your game’s rating, but provide great customer service to a previously unreached section of your community.

— Chase Straight

Follow Chase on Twitter @ChaseStraight