13 个回复用户评论的妙招
13 Tips To Help You When Replying to Reviews
https://appfigures.com/resources/reply-to-ios-android-app-reviews
Translated by Google Translate & Joe Fan
Downloading an app might seem like a simple task, but a lot of mobile users take it more seriously than you think - especially when it comes to reviews.
下载 App 似乎很简单，但是许多手机用户对它的重视程度远超了你的想象，尤其是在评论方面。
In fact, 77% of people read at least one review before they choose to add another app to their collection, with a further 13% reading at least seven before making a decision.
实际上，77％ 的人在选择增加某个 App 到他们的收藏之前，至少阅读了一条评论，其中，有 13％ 的人在做出决定前至少阅读了 7 条。
Basically, those little yellow stars are important.
基本上可以说，那些黄色的小星星很重要。
How do you get good reviews? By listening and communicating with your users. Thankfully, both Apple and Google now let you do that by replying to reviews. Replying builds trust and engages your users, which in the long run leads to more downloads. It’s pretty important.
那么，如何获得好评呢？聆听并与用户交流。好在，Apple 和 Google 现在都可以回复用户的评论。回复，可以与用户建立关系与信任。从而，从长远来看，可以收获更多下载。所以非常重要。
Doing It Right 正确的回复
Providing great customer support isn’t easy, and in some cases can feel overwhelming and even daunting. To help alleviate the stress we put together a simple guide with tips to help you master your reply game.
提供一流的客户支持并非易事，在某些情况下可能会让人感到不知所措，甚至令人生畏。为了减轻压力，我们整理了一个简单的指南，带有提示，让你觉得”回复用户“易如反掌。
1. Reply as quickly as you can 尽快回复
No one wants to be ignored. If a review goes unanswered, it signals disinterest and a lack of caring. Respond promptly—ideally, within a few hours but no more than a day.
没有人愿意被忽略。如果评论未得到答复，会让人觉得自己没有被关注到，没有得到重视。及时的回复评论——最理想的是在几个小时内，不超过一天。
FYI - with review alerts you’ll get an email, Slack message, or a push notification when a new review is written, and can reply immediately.
供参考：使用评论提醒，你将在收到新评论时，得到电子邮件、Slack消息或推送通知，并可以立即回复。
2. Make sure you understand what the reviewer is saying 确保你明白了评论表达的意思
Take the time to fully read the review before starting to type. You won’t earn any points for being speedy if your reply totally misses what the review is about.
在开始输入回复之前，请花一些时间充分阅读评论。如果你的回复完全对不上评论的内容，那么你评论再迅速，都是没有意义的。
3. Show you care 表达出你的重视
Reviewers take to the store when they’re either extremely happy or really frustrated. More so the latter. Think about that when replying, and reply in a way that shows you understand their frustration and will try your best to help.
评论者去 App Store 评论，一定是极其高兴或者恼怒的。而且后者情况居多。回复评论时要考虑到这一点。首先表达出对他们恼怒的内容完全感同身受，并尽可能的去提供帮助。
4. Reply in your brand’s voice 用自己品牌的表达形式去回复
Write your replies in a style that fits your brand. Are you casual? funny? articulate? Whether you’re an indie developer or have a dedicated support team, you have a voice that you use on your website, app description, etc. Use that same voice and be consistent when replying.
用自己品牌独有的风格去回复。你比较随意？直截了当？无论你是独立开发者还是拥有独立支持团队的企业，你都可以在网站，和应用描述等地方使用自己风格与语气。在回复用户评论时，同样如此。
We at Appfigures reply in a casual tone, as if we're talking to a colleague. If you haven’t figured out your voice just yet, check out this guide from the guys at Sprout Social.
我们 Appfigures 会用随意的语气去回复，就像我们在和同事聊天一样。如果您尚未确定独有的风格语气，可以从 Sprout Social 发布的 指南 中获得一些参考与借鉴。
5. Make each response unique 每个回复都要不一样
Don't use canned responses. This might sound controversial, but we feel strongly about it. Your reviewers are people, too. To make sure that they feel the personal connection write each response from scratch. They will always know.
不要使用固定的回答。这可能有所争议，但我们对此深有感触。你 App 的评论者也是人。为了确保他们可以真切的感受到人与人之间的交流，请认真的写下每个答复。他们一定可以感受得到。
6. Get to the point quickly 快速切入正题
Forgo the extra pleasantries and get right to the point. Just answer the question or address the concern the review is about.
摒弃多余的讨好，直奔主题。回答问题或解决他们所关注的问题，即可。
7. Stay away from negative words 不要使用消极的词
Avoid the use of negative words. After all, you are often trying to restore the reviewer’s faith in your app. We’re not saying be a bubbly cheerleader, but also not a Debbie Downer. Skip words like unfortunately, can’t, impossible, never, etc.; instead, accentuate the positive.
避免使用消极的词。毕竟，你的目的是去修复评论者对你 App 的信任。我们并不是在说一个起泡的啦啦队长（形容在失落的人群中试图活跃他人的人），也不是黛比·唐纳（形容经常给聚会添加坏消息和负面情绪的人，从而降低周围每个人的情绪）。不要使用像“不幸的是”、“不可能”、“从来不” 等等的词。用一些传达积极情绪的词。
8. Use proper grammar and punctuation 使用恰当的语法和标点符号
This one’s a hard requirement! Take the time to write replies that are grammatically correct and don’t have any typos. This grammar cheat sheet from the folks at HubSpot has all the basics covered.
这是个硬性的要求！花些时间确认你的回复是语法正确且没有错别字的。来自 HubSpot 的 语法备忘单 涵盖了所有最基本的要点。
9. Be upfront 诚恳
Whether you're replying to a technical issue, a feature request, or just a rant, remember to speak honestly. If the user encountered a bug you think is silly, say it. If a feature is requested, let the user know when (and if) it'll be available. If it won't be, explain why. Try to be realistic and don't overpromise.
当你在回答一些技术问题、功能需求、或是一些粗话脏话，记得要诚恳的去回复。如果用户遇到了个很愚蠢的Bug，说出来。如果某个功能上的需求，告知用户该功能何时（如果会）上线。如果不会上线，说明原因。实事求是，不要过分承诺。
10. Don’t apologize unnecessarily 避免不必要的道歉
There’s a common misconception that saying sorry makes users feel better. It doesn’t. If anything it’s the opposite. Only apologize in cases where a true apology is necessary. If a user misunderstood your clearly described feature don’t apologize for that. If your pricing isn’t clear however you should apologize for the confusion (and fix it).
有一种误解说，道歉会让用户感觉更好。其实不然。大多数情况下是相反的。只在有必要道歉的情况下道歉。如果用户是对你原本已经描述得足够清楚的功能产生了误解，请不要为此感到抱歉。但是，如果是标价不清，则应该为它造成的困惑道歉（并解决）。
11. Provide a way to contact you directly 提供一个可以直接联系到你的方法
Some reviews can’t be resolved with a single reply. For cases where more information is needed or where a followup would be helpful, offer a direct channel to be reached at. The easiest and most common one is email. If you go that route, make sure you have a professional email with a custom domain.
有些评论无法一次解决。对于需要更多信息或需要提供后续帮助的情况，要提供直接联系到自己的渠道。最简单也是最常见的一种是电子邮件。如果你选择这种方式，请确保你拥有一个带有自己团队域名的独特的邮箱地址。
12. Don’t reply in anger 不要生气着去回复
This one should be common sense, but we know from experience it isn’t. Remember the goal of replying is building trust. Replying in anger doesn’t achieve that. If you're feeling the anger rise, don't reply and instead leave it alone for a bit. Come back to it later after you've cooled down and then reply. It won't hurt running your reply by a friend or a colleague to make sure it's got the right tone.
这应该是个常识，但从经验来看，我们知道并非如此。要记住，回复的目标是建立信任。愤怒地回复并不能达到目标。如果你开始逐渐愤怒了，请不要回复，冷静一会儿。冷静下来后再回来回复。向朋友或同事确认你的口吻正确无误了，再去回复。
13. Say thanks 表达感激
Lastly, don’t forget to acknowledge reviewers that said positive things. Show them your appreciation by saying thanks. It can’t hurt.
最后，不要忘了感激那些正面的评论者。向他们道谢，表达感激。不会损失什么的。
Cultivate a Positive Human Experience 塑造一个积极的人性化的体验
People are craving human connections more than ever, despite the large majority of our days spent staring into little flat screens. Because of this, users want to see your human side.
尽管我们大部分时间都盯着平板电视，但人们其实比以往更渴望与人建立联系。因此，用户希望看到你人性化一面。
It’s up to you as the developer to cultivate a positive experience in your reviews section, and it’s your responsibility to maintain a professional, happy, and human dialogue.
作为开发者，你可以通过自己积极的评论来增长经验。保持专业、愉快和人性化的对话是你的责任。
Remember: your reviews section is one of the first things potential users will see, and building it into a powerhouse of praise and trust is one of the best things you can do for your number of downloads and your position in the app store.
请记住：你的评论是潜在用户会首先看到的内容之一。把 App 评论塑造成赞誉和信任的集合，是对于提升下载次数和在应用商店中的展示位置，最有效的方法之一。