Pandora Music receives hundreds of app reviews each week. These reviews contain a wealth of information about product health and customer satisfaction; however, the review consoles were unmanaged. This led to reviews only being used for anecdotal evidence.
The Problem
The Goal
Bring Google Play and iOS App Store reviews into our social care platform, launching a new program under the social support umbrella.
Connected Google Play and iOS App Stores to Khoros Care. This allowed the messages to be tagged and turned into data points that could be used in our dashboards and reporting.
Established processes and trained agents to respond directly to app store reviews.
Created rules within Khoros Care to present 1,2, and 3-star reviews to agents alongside social posts.
Added App Reviews data to my weekly reporting, showcasing top feedback and trends from customers.
The Actions
The Results
Reported on 7,500+ issues in 2023.
Responded to 5,000 App Reviews in 2023.
36% of reviewers that we responded to in 2023 upgraded their initial app rating.