"Buggy App! Why don't you guys hire some good QA. Your app sucks."

How many of you have written a negative play store review? Did you get a response back? In how much time? Was your query resolved?

How would you like if you get a quick response to your comment (say within 15 mins). Your query is then tracked & you are provided a quick resolution. It would be fabulous. Right? Absolutely!

By using some Google & JIRA API's we have automated logging of these reviews into JIRA. For each negative review a JIRA ticket is created with all the details such as Author's Comment, Name, Star rating, App version, Link to original review & Device details such as model number, manufacturer, OS version & RAM. These details help in analyzing the issue at hand.

These reviews are then assigned to the concerned department who can take action on them & provide a resolution by corroborating the review details with internal system logs, verifying app functionality/crashes on that particular device type & reproducing the use case.

These reviews are also attributed to a Review Category by the support team which help us find out areas of concern or improvements for the app. We also try & see if the issue has been reported through other sources as well such as in-app feedback channels/issues reported through mails/call to determine if the problem mentioned in the review is specific to a user or is being faced by other users too. All of this helps us in providing a quick resolution to the user.

In this talk you will get to know all about how to build an ecosystem for app reviews by Reporting, Tracking & Analyzing them.

As a bonus for being a terrific audience, You will get to know about how you can reply to the users review on the play store, Automagically!

We will be discussing about an automation framework that is designed to be configurable so that we can choose a subset of devices to run automation on. We can choose to run the tests simultaneously on all selected devices Or in distributed mode using selenium grid. Additionally all of this is integrated with our own device testing farm which we can use for manual testing as well as for executing Appium tests

We have used STF (https://openstf.io/) for setting up the device farm and have integrated it with our automation setup such that it is seamless to work on. Appium servers are started at runtime according to the requirement. Even the grid setup is dynamically done based on the selected mobile devices.

How many of you have written a negative play store review? Did you get a response back? In how much time? Was your query resolved?

How would you like if you got a quick response to your comment (say within 15 mins). Your query is then tracked & you are provided a quick resolution. It would be fabulous. Right? Absolutely!

As user base of any Application increases customer satisfaction becomes a key factor in order to maintain an upper hand among your competitors.

Most companies have dedicated teams to reply to Play Store reviews but as the number of reviews increase there is no way to keep a track of it.

By using Google Play Store Reviews API's we have automated logging of these reviews into JIRA. For each negative review a JIRA ticket is created & assigned to the customer support team within a few minutes for their follow up. In case a Bug/Suggestion is valid the JIRA Ticket can then be assigned to the concerned department who can take action on them.

Using JIRA, the reviews can further be categorised to find out areas we can improve upon.

In this talk we will explain how we can build an ecosystem using some Google & JIRA APIs to enhance the overall app user experience.