Handling negative reviews and ratings

What the talk is about

Dmytro Sihov explains how to deal with negative reviews and low ratings in app stores. Negativity is unavoidable, but it can be reduced: test every release thoroughly, build a clear tutorial for the first session, ask for a rating only after a positive moment in the game, and give players a separate feedback channel so complaints don't end up in reviews. He then covers how to reply: publicly, quickly and to the point of the complaint, without getting defensive or using internal jargon, report fixes and politely ask players to reconsider their rating, and don't feed outright trolls. Examples from his own game show that a conversation often changes a player's mind. He also suggests mining reviews for ideas and staying creative. The Q&A touches on tools, translating replies and support work. Useful for developers, community and support managers.