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Anastasia Myasnikova

Questions instead of reviews

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How often do you receive a one, two or three stars review with just a question about your product? It's not about something going on with it, it's about user not finding something he expected to find because he heard about it, wanted it, other have it, etc. How do you deal with these reviews?

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Ashley Cheng
Hey @anastasia_myasnikova we also had a similar issue - users would send a ticket but it's actually a question or suggestion. And while they are not negative reivews so we don't stress over them as much, but it does bug our numbers for monthly customer issues. ➡️ What we did to was create a "menu" of options for the feedback button. Users would click on it and be able to see and pick from "send issue", "feedback & suggestions" and "FAQ page" (what @janinah said is great). This allowed our customers to navigate to the right place to give us feedback and find help. What do you think?
Anastasia Myasnikova
@ashley_lomazzi Thank you for your feedback! We definitely need to incorporate a feedback button inside the app, because questions and suggestions go straight to app reviews in App Store and Google Play.
Ashley Cheng
@anastasia_myasnikova Usersnap is a great tool to set up the feedback button(s) and menu ;) It's not yet on product hunt, but soon!
Anastasia Myasnikova
@ashley_lomazzi That's a nice tool! I would love to try it. Thank you! Is it only for web or apps as well?
Janinah
I would make sure that FAQ page us up to scratch. Also, make sure copy on sales pages are clear, so users know exactly what they're signing up for and aren't surprised as was the case above. Lastly, I'd make sure to have a good support funnel e.g. chatbot/FAQ/Knowledge base, so users can find answers/ support in those. Rather than putting their issue into a review after using the product.
Anastasia Myasnikova
@janinah Thank you for your comment! Unfortunately, users who submit this kind of comments don't explore the product, they just install it and try to find something that is not there.
Janinah
@anastasia_myasnikova no worries. I still think the above suggestions I made could help a little bit towards alleviating the problem. Good Luck! 🙂