Learn review trends with tags

When working with reviews it is important to monitor the most frequent topics. With the help of tags, you can easily group reviews and get a thorough picture of your client’s feedback.

For example, you can group reviews:

  • by type: feedback, bug, issue, feature request
  • by emotional impact: compliment, complaint, neutral
  • by product teams a review relates to: sales, UX, backend, etc.

Who can set up tags

User roles that have access to create tags and set filters for auto tags are:

- Admin

- User

- Customer Support

- Reviews manager

These roles can manage tags:

Users with any user role can assign tags to reviews.

How to set up tags

Tags could be created manually and also it is possible to set tags to be applied automatically based on the review content.

Tags belong to a Collection. It means for each collection in your AppFollow account you need to create a different set of tags.

Create tags

You can set a variety of tags by different topics to group the reviews. 

Setting up tags
  1. Go to Settings > Tags
  2. Type in a tag title in the text box under the Name
  3. Set a color to highlight the tag. You can set a custom color or pick a random color
  4. Optionally add a Category to group tags. For example, by Type, Emotions, Team, etc.
  5. Click a green plus icon to add a new tag
  6. To edit click on a pen icon. Once the edit is done, click on a tick
  7. To remove a tag, click on a cross icon and confirm the action in a modal window
  8. Search tags in the list by name or category to quickly access the tag to edit

Add filters for auto tags

It is possible to set tags to be assigned to reviews automatically by common words or phrases.

To get access to reviews auto tags, please contact our Customer Support Team.

Once the reviews auto tags option is enabled for your account, you will see one more column in the Tags table.

Setting up auto tags
  1. Go to Settings > Tags
  2. Type in regular expression that could be a word or phrases under the Filter. All reviews containing such expression will be automatically assigned with the tag
  3. To add several expressions separate them with | 
    For example: tariff|price|expensive
  4. Click a green plus icon to add a new tag

How do review tags work

Once you set tags and added filters for auto tags, you can mark reviews with the related tags on the Ratings & Reviews page.

Mark review with a tag

For each review there is a button ‘+Add tag’ and a suggestion of the most popular tags to pick. 

Click on the ‘+Add tag’ button and pick the suitable tag from the modal window. You can view the list of tags in 4 or 2 columns.

Reviews containing the expressions set as a filter for the auto tags will be marked with the related tag automatically.

Auto tags will be applied only to new reviews that have been received after the auto tag filter was set. 

By clicking a tag you will get a list of reviews marked with this tag:

It is possible to search reviews with a certain tag by search request in the format ‘tag: XXX’.

When you hit the search field, you’ll have a list of tags that you can select.

To check reviews that don’t contain a particular tag apply the search request in the format ‘notag: XXX’.

Filter 

To filter all reviews with tags or without tags, apply the filter ‘By Review’.

Once the tags are set, you can explore your user feedback trends, analyze your support team performance and understand the areas the most attention is required.

Reviews chart

With the help of the Reviews chart page you can analyse the reviews by apps, by countries, by app versions and by tags.

The page contains the Reviews by Tags pie diagram that allows quickly get an idea of what the majority of user feedback was about. Or, for example, who processed the reviews, like on the example below 1st and 2nd line support managers.

More detailed report on review tags available on the Tags chart page.

Tags chart

The Tags chart page helps to get an overview of trends in user feedback and learn how well the support team performs.

The Tags chart shows you the total number of reviews, reviews with and without tags and the percentage of reviews with tags from the total number of reviews. You can see the dynamic of reviews with a certain tag on the chart and analyze the trends. 

The chart provides with different views: Chart (absolute changes), Relative Chart (relative changes day by day) and Pie (percentage of each selected tag in total number of reviews for the period of time). 

In the Summary table there is a number of reviews with specific tags and a history of changes. 

For example, on the screenshot below we can see the team uses tags and marks every review with a tag (100% reviews have tags). The 2nd line support team is doing well in solving user’s issues and as a result, users change the original estimate of an app and give it more stars.

 


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