Reviews

Using this tab, you can see and respond to user reviews left on your app, as well as view your app's rating statistics.

Why is this important

Replying to reviews engages your users and makes them feel valued, further building loyalty.

• Properly replying to positive reviews will help the user feel like someone cares about their feedback.
• Properly replying to negative reviews can help change the user's mind, as well as show potential users that you value criticism.

Responding Correctly

More information and general guidelines about responding to specific reviews can be found here. If this does not cover your specific case, feel free to reach out to us, or talk directly with your DevRel manager.

App Score

At the top of the page, you can see a summary of your app's ratings, including:

• Overwolf Appstore rating - Your app's current appstore rating. This is a simple average of all review scores for the app.
• Total ratings - The total amount of reviews ever left on your app.

Reviews List

It is possible to filter the app reviews being shown by several things:

• Ratings - "Only show reviews that gave x stars" (Can choose multiple).
• Add filter -> Date - "Only show reviews written after time x and/or before time y".

App reviews are also split into pages, using The Paging Footer.

App Reviews

Here, you can see the individual reviews left by users.

Reviews will always contain the following:

• The reviewer's username.
• The date that the review was made on.
• The score given by the review (on a scale of 1 to 5 stars).
• Information of the user's client at the time of the review (only for use in providing context for the review), including:
  • App version.
  • Overwolf version.
  • GEP version.
  • Operating system (When expanded).
  • Main screen size && Main screen DPI (When expanded).
  • (If the user has a secondary screen) - Secondary screen size && Secondary screen DPI (When expanded).
• An overview of your team's public reply to the review (if there is any), including:
  • Responder email.
  • Date of the original reply.
  • The reply's contents (editable).

When editing your team's reply to a review, you can use the Discard and Update reply buttons, which correspond to the Discard changes and Save buttons of The Footer Toolbar.

Reviews will also often (but not always) contain text. when they do, it will also be shown inside the review's overview.

Review

An example app review. The "Client information" section at the bottom is closed, so only some of the details are seen.

Expanded Review

An example app review. The "Client information" section at the bottom is open, so all of the client details are seen.

Review Without Response

An example app review. Since there is no response to the review, so the reply text box is empty.

Once you start typing, the Discard and Public reply buttons will appear, allowing us to discard or publish this response.

Deleted Review

Sometimes, a review will be deleted, due to external reasons. In that case, you will be able to see the review's delete date under Deleted at, and while you will be able to see the original review, you will not be able to interact with it, and it will not affect your app's score.

Responding To Reviews

Responding to reviews can be somewhat emotional. However, what feels right to say might not always actually be what's right.

Use the list of best practices below when responding to reviews.

• Use concise and clear responses when addressing any feedback.
• Strive for a friendly tone that’s consistent with the voice of your brand but also keep the right level of professionalism.
• Remain positive and respectful. For example, "Thanks, your feedback helps us improve our app".
• Always clearly acknowledge the reviewer's feedback, and let them know if you’re working on taking care of the issue. For example, "This is a known issue, and we are doing our best to fix it".
• Use proper grammar and spelling. Use tools like Grammarly to help you.
• Personalize your responses (e.g. "Hey Alex, thanks for your feedback.").
• When you release an app update that fixes issues mentioned in older reviews, try to notify the users who were effected. Also, try to update any reviews where you mentioned that you will be fixing this issue.

tip

• You can only send one reply per review. This means that after adding your response, you can edit it - but not add another reply.
• Users can't respond to your reply, nor can they create a thread/discussion, etc. They can, however, edit their own review.
• Users receive an email notification when you reply to their review.

Feel free to request those on our developers discord.