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The Art of Replying to Reviews on
WordPress.org
WordCamp Sacramento, November 7 2015
REVIEWS ON WORDPRESS.ORG
Or, “Why should I care?”
REVIEWS ON WORDPRESS.ORG
Or, “Why should I care?”
From https://wordpress.org/support/topic/powers-my-business?replies=1#post-
WHY REVIEWS ARE IMPORTANT
Customer Intelligence: They provide a snapshot of your users and let you know when you’re failing those users.
Influence: They influence (positively or negatively) prospective users. If you have a premium extension, this can cost you $.
Holistic feedback: They allow for feedback beyond just “is it coded right?” * Poor support experiences
* Problems with backwards compatibility * Complaints about docs
The WOW factor: They give an opportunity to “wow” a user who writes a review not expecting a personalized reply.
HANDLING POSITIVE REVIEWS
This is the easy part.
Express gratitude: Like a human, not in corporate-speak.
Be excited: The value of judiciously using exclamation points is not to be understated.
Keep it brief: No need to get longwinded if there’s no central gripe/complaint.
Reiterate your commitment: Always end with a remark clarifying that “we are there for you” — where to get help, where to request features, etc.
Systematize your replies: Chances are there won’t be much variation.
HANDLING NEGATIVE REVIEWS
DON’T….
Ignore it.
Get defensive.
Post without context.
Be a jerk.
Promise anything.
DO….
Reply in a timely fashion.
Put on your best Buddha.
Your due diligence.
Kill them with kindness.
Set reasonable expectations about actionable changes/follow-ups.
STRATEGIES TO MAKE IT EASY
These have worked for Modern Tribe.
Accept responsibility. Apologize…not for any fault, but for their poor experience.
Be empathetic. Make clear from the start: your main goal is to make things right.
Ask questions. All should get to the heart of: 1) what upset them?
2) What can make them happy? 3) What can be done to prevent this from happening again?
Challenge bullshit. Don’t tolerate personal insults, false claims about your product and other general slander.
Outline next steps. What are you going to do next / when can they expect to hear from you?
A TYPICAL NEGATIVE REVIEW…
…AND AN EFFECTIVE REPLY
SCALING YOUR SYSTEM
….cheaply.
Stock replies. Hugely valuable (and easy) for positive reviews, but also helpful on negative.
Document your strategy. How well does it work? Test by handing off to a colleague with just your docs + see how they perform.
Develop a rotation. If your team is big enough…spread the love.
Incorporate into team member goals. Negative reviews are a great opportunity for someone uncomfortable facing hostility to cut their teeth.
Review your past failures. What can you provide now that you couldn’t at the time?
QUESTION TIMEWhat burning questions does the group still have?
THAT’S IT!Thanks for having me
