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gplay-review-management

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Review Management for Google Play

Google Play 评论管理

Use this skill when you need to monitor and respond to user reviews.
当你需要监控和回复用户评论时，可以使用本技能。

List Reviews

查看评论列表

Get all reviews

获取全部评论

bash
gplay reviews list --package com.example.app
bash
gplay reviews list --package com.example.app

Get all reviews with pagination

分页获取全部评论

bash
gplay reviews list --package com.example.app --paginate
bash
gplay reviews list --package com.example.app --paginate

Table output (human-readable)

表格格式输出（易读性强）

bash
gplay reviews list \
  --package com.example.app \
  --output table
bash
gplay reviews list \
  --package com.example.app \
  --output table

Filter Reviews

筛选评论

By rating

按评分筛选

bash
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bash
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Get 1-star reviews

获取1星评论

gplay reviews list --package com.example.app
| jq '.reviews[] | select(.rating == 1)'
gplay reviews list --package com.example.app
| jq '.reviews[] | select(.rating == 1)'

Get 5-star reviews

获取5星评论

gplay reviews list --package com.example.app
| jq '.reviews[] | select(.rating == 5)'
gplay reviews list --package com.example.app
| jq '.reviews[] | select(.rating == 5)'

Get reviews with 3 stars or less

获取3星及以下评论

gplay reviews list --package com.example.app
| jq '.reviews[] | select(.rating <= 3)'
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gplay reviews list --package com.example.app
| jq '.reviews[] | select(.rating <= 3)'
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By date

按日期筛选

bash
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bash
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Reviews from last 7 days

近7天的评论

DATE_7_DAYS_AGO=$(date -u -v-7d +%Y-%m-%dT%H:%M:%SZ) gplay reviews list --package com.example.app
| jq --arg date "$DATE_7_DAYS_AGO"
'.reviews[] | select(.comments[0].userComment.lastModified.time > $date)'
undefined
DATE_7_DAYS_AGO=$(date -u -v-7d +%Y-%m-%dT%H:%M:%SZ) gplay reviews list --package com.example.app
| jq --arg date "$DATE_7_DAYS_AGO"
'.reviews[] | select(.comments[0].userComment.lastModified.time > $date)'
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By language

按语言筛选

bash
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bash
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English reviews only

仅获取英文评论

gplay reviews list --package com.example.app
| jq '.reviews[] | select(.comments[0].userComment.language == "en")'
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gplay reviews list --package com.example.app
| jq '.reviews[] | select(.comments[0].userComment.language == "en")'
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Reviews containing keywords

按关键词筛选评论

bash
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bash
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Find reviews mentioning "crash"

查找提及"crash"的评论

gplay reviews list --package com.example.app
| jq '.reviews[] | select(.comments[0].userComment.text | contains("crash"))'
undefined
gplay reviews list --package com.example.app
| jq '.reviews[] | select(.comments[0].userComment.text | contains("crash"))'
undefined

Get Specific Review

获取指定评论

bash
gplay reviews get \
  --package com.example.app \
  --review-id REVIEW_ID
bash
gplay reviews get \
  --package com.example.app \
  --review-id REVIEW_ID

Reply to Reviews

回复评论

Reply to single review

回复单条评论

bash
gplay reviews reply \
  --package com.example.app \
  --review-id REVIEW_ID \
  --text "Thank you for your feedback! We've fixed this issue in version 1.2.3."
bash
gplay reviews reply \
  --package com.example.app \
  --review-id REVIEW_ID \
  --text "Thank you for your feedback! We've fixed this issue in version 1.2.3."

Reply templates

回复模板

Bug report response:
bash
gplay reviews reply \
  --package com.example.app \
  --review-id REVIEW_ID \
  --text "Thank you for reporting this issue. We've identified the problem and a fix will be available in the next update. Please update to version X.X.X when it's released."
Feature request response:
bash
gplay reviews reply \
  --package com.example.app \
  --review-id REVIEW_ID \
  --text "Thank you for your suggestion! We've added this to our roadmap and will consider it for a future release."
Positive review response:
bash
gplay reviews reply \
  --package com.example.app \
  --review-id REVIEW_ID \
  --text "Thank you so much for your kind words! We're glad you're enjoying the app."
Crash report response:
bash
gplay reviews reply \
  --package com.example.app \
  --review-id REVIEW_ID \
  --text "We're sorry you experienced a crash. This issue has been fixed in version X.X.X. Please update and let us know if you continue to have problems."
Bug报告回复模板：
bash
gplay reviews reply \
  --package com.example.app \
  --review-id REVIEW_ID \
  --text "Thank you for reporting this issue. We've identified the problem and a fix will be available in the next update. Please update to version X.X.X when it's released."
功能请求回复模板：
bash
gplay reviews reply \
  --package com.example.app \
  --review-id REVIEW_ID \
  --text "Thank you for your suggestion! We've added this to our roadmap and will consider it for a future release."
好评回复模板：
bash
gplay reviews reply \
  --package com.example.app \
  --review-id REVIEW_ID \
  --text "Thank you so much for your kind words! We're glad you're enjoying the app."
崩溃报告回复模板：
bash
gplay reviews reply \
  --package com.example.app \
  --review-id REVIEW_ID \
  --text "We're sorry you experienced a crash. This issue has been fixed in version X.X.X. Please update and let us know if you continue to have problems."

Automated Review Response

自动回复评论

Script to reply to unreplied 1-star reviews

回复未处理1星评论的脚本

bash
#!/bin/bash

PACKAGE="com.example.app"
bash
#!/bin/bash

PACKAGE="com.example.app"

Get all unreplied 1-star reviews

获取所有未回复的1星评论

gplay reviews list --package $PACKAGE --paginate
| jq -r '.reviews[] | select(.rating == 1 and (.comments | length == 1)) | .reviewId'
| while read REVIEW_ID; do echo "Replying to review: $REVIEW_ID" gplay reviews reply
--package $PACKAGE
--review-id "$REVIEW_ID"
--text "Thank you for your feedback. We're sorry to hear about your experience. Please email support@example.com so we can help resolve this issue." done
undefined
gplay reviews list --package $PACKAGE --paginate
| jq -r '.reviews[] | select(.rating == 1 and (.comments | length == 1)) | .reviewId'
| while read REVIEW_ID; do echo "Replying to review: $REVIEW_ID" gplay reviews reply
--package $PACKAGE
--review-id "$REVIEW_ID"
--text "Thank you for your feedback. We're sorry to hear about your experience. Please email support@example.com so we can help resolve this issue." done
undefined

Review Analytics

评论数据分析

Count reviews by rating

按评分统计评论数量

bash
gplay reviews list --package com.example.app --paginate \
  | jq '[.reviews[] | .rating] | group_by(.) | map({rating: .[0], count: length})'
bash
gplay reviews list --package com.example.app --paginate \
  | jq '[.reviews[] | .rating] | group_by(.) | map({rating: .[0], count: length})'

Average rating calculation

计算平均评分

bash
gplay reviews list --package com.example.app --paginate \
  | jq '[.reviews[].rating] | add / length'
bash
gplay reviews list --package com.example.app --paginate \
  | jq '[.reviews[].rating] | add / length'

Most common words in reviews

评论中最常见的词汇

bash
gplay reviews list --package com.example.app --paginate \
  | jq -r '.reviews[].comments[0].userComment.text' \
  | tr '[:upper:]' '[:lower:]' \
  | tr -s ' ' '\n' \
  | sort | uniq -c | sort -rn | head -20
bash
gplay reviews list --package com.example.app --paginate \
  | jq -r '.reviews[].comments[0].userComment.text' \
  | tr '[:upper:]' '[:lower:]' \
  | tr -s ' ' '\n' \
  | sort | uniq -c | sort -rn | head -20

Monitor for Specific Issues

监控特定问题

Find crash-related reviews

查找与崩溃相关的评论

bash
gplay reviews list --package com.example.app --paginate \
  | jq '.reviews[] | select(.comments[0].userComment.text | test("crash|freeze|hang"; "i"))'
bash
gplay reviews list --package com.example.app --paginate \
  | jq '.reviews[] | select(.comments[0].userComment.text | test("crash|freeze|hang"; "i"))'

Find reviews mentioning competitors

查找提及竞品的评论

bash
gplay reviews list --package com.example.app --paginate \
  | jq '.reviews[] | select(.comments[0].userComment.text | test("competitor_name"; "i"))'
bash
gplay reviews list --package com.example.app --paginate \
  | jq '.reviews[] | select(.comments[0].userComment.text | test("competitor_name"; "i"))'

Find reviews with refund requests

查找要求退款的评论

bash
gplay reviews list --package com.example.app --paginate \
  | jq '.reviews[] | select(.comments[0].userComment.text | test("refund|money back"; "i"))'
bash
gplay reviews list --package com.example.app --paginate \
  | jq '.reviews[] | select(.comments[0].userComment.text | test("refund|money back"; "i"))'

Review Response Best Practices

评论回复最佳实践

DO:

建议做法：

  • ✅ Respond within 24-48 hours
  • ✅ Be professional and empathetic
  • ✅ Acknowledge the issue
  • ✅ Provide a solution or timeline
  • ✅ Thank users for feedback
  • ✅ Personalize responses when possible
  • ✅ 在24-48小时内回复
  • ✅ 保持专业和同理心
  • ✅ 认可用户提出的问题
  • ✅ 提供解决方案或时间规划
  • ✅ 感谢用户的反馈
  • ✅ 尽可能个性化回复内容

DON'T:

避免做法：

  • ❌ Argue with users
  • ❌ Use template responses for everything
  • ❌ Ignore negative reviews
  • ❌ Make promises you can't keep
  • ❌ Be defensive
  • ❌ Copy-paste the same response to every review
  • ❌ 与用户争执
  • ❌ 所有回复都使用模板
  • ❌ 忽略负面评论
  • ❌ 做出无法兑现的承诺
  • ❌ 采取防御态度
  • ❌ 对所有评论复制粘贴相同回复

Response Templates

回复模板汇总

General bug fix

通用Bug修复回复

Thank you for reporting this. We've identified the issue and it will be fixed in our next update (version X.X.X). We appreciate your patience!
Thank you for reporting this. We've identified the issue and it will be fixed in our next update (version X.X.X). We appreciate your patience!

Already fixed

问题已修复的回复

Thank you for your feedback! This issue has been resolved in our latest version (X.X.X). Please update your app and let us know if you continue to experience any problems.
Thank you for your feedback! This issue has been resolved in our latest version (X.X.X). Please update your app and let us know if you continue to experience any problems.

Need more info

需要更多信息的回复

Thank you for your feedback. We'd like to help resolve this issue. Could you please email us at support@example.com with more details about what happened? This will help us investigate further.
Thank you for your feedback. We'd like to help resolve this issue. Could you please email us at support@example.com with more details about what happened? This will help us investigate further.

Feature request

功能请求回复

Thank you for the suggestion! We've added this to our feature backlog and will consider it for a future release. Please keep the feedback coming!
Thank you for the suggestion! We've added this to our feature backlog and will consider it for a future release. Please keep the feedback coming!

Positive review

好评回复

Thank you so much! We're thrilled to hear you're enjoying the app. If you have any suggestions for improvements, we'd love to hear them!
Thank you so much! We're thrilled to hear you're enjoying the app. If you have any suggestions for improvements, we'd love to hear them!

Monitoring Dashboard

监控仪表盘

Create a simple review dashboard:
bash
#!/bin/bash
PACKAGE="com.example.app"

echo "=== Review Dashboard ==="
echo ""
创建简易的评论监控仪表盘：
bash
#!/bin/bash
PACKAGE="com.example.app"

echo "=== Review Dashboard ==="
echo ""

Total reviews

总评论数

TOTAL=$(gplay reviews list --package $PACKAGE --paginate | jq '.reviews | length') echo "Total reviews: $TOTAL"
TOTAL=$(gplay reviews list --package $PACKAGE --paginate | jq '.reviews | length') echo "Total reviews: $TOTAL"

Rating distribution

评分分布

echo "" echo "Rating distribution:" gplay reviews list --package $PACKAGE --paginate
| jq -r '.reviews[] | .rating'
| sort | uniq -c | sort -rn
echo "" echo "Rating distribution:" gplay reviews list --package $PACKAGE --paginate
| jq -r '.reviews[] | .rating'
| sort | uniq -c | sort -rn

Avg rating

平均评分

AVG=$(gplay reviews list --package $PACKAGE --paginate
| jq '[.reviews[].rating] | add / length') echo "" echo "Average rating: $AVG"
AVG=$(gplay reviews list --package $PACKAGE --paginate
| jq '[.reviews[].rating] | add / length') echo "" echo "Average rating: $AVG"

Unreplied reviews

未回复评论数

UNREPLIED=$(gplay reviews list --package $PACKAGE --paginate
| jq '[.reviews[] | select(.comments | length == 1)] | length') echo "" echo "Unreplied reviews: $UNREPLIED"
UNREPLIED=$(gplay reviews list --package $PACKAGE --paginate
| jq '[.reviews[] | select(.comments | length == 1)] | length') echo "" echo "Unreplied reviews: $UNREPLIED"

Recent 1-star

近期1星评论

echo "" echo "Recent 1-star reviews:" gplay reviews list --package $PACKAGE
| jq -r '.reviews[] | select(.rating == 1) | "(.comments[0].userComment.lastModified.time): (.comments[0].userComment.text)"'
| head -5
undefined
echo "" echo "Recent 1-star reviews:" gplay reviews list --package $PACKAGE
| jq -r '.reviews[] | select(.rating == 1) | "(.comments[0].userComment.lastModified.time): (.comments[0].userComment.text)"'
| head -5
undefined

Scheduled Review Check

定时检查评论

Daily review check (cron)

每日评论检查（使用cron）

bash
undefined
bash
undefined

Add to crontab

添加到crontab

0 9 * * * /path/to/check-reviews.sh
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0 9 * * * /path/to/check-reviews.sh
undefined

check-reviews.sh

check-reviews.sh脚本

bash
#!/bin/bash
PACKAGE="com.example.app"
bash
#!/bin/bash
PACKAGE="com.example.app"

Get unreplied 1-star and 2-star reviews

获取未回复的1星和2星评论

UNREPLIED=$(gplay reviews list --package $PACKAGE
| jq '[.reviews[] | select(.rating <= 2 and (.comments | length == 1))] | length')
if [ "$UNREPLIED" -gt 0 ]; then echo "⚠️ You have $UNREPLIED unreplied negative reviews!"

Send notification (email, Slack, etc.)

fi
undefined
UNREPLIED=$(gplay reviews list --package $PACKAGE
| jq '[.reviews[] | select(.rating <= 2 and (.comments | length == 1))] | length')
if [ "$UNREPLIED" -gt 0 ]; then echo "⚠️ You have $UNREPLIED unreplied negative reviews!"

发送通知（邮件、Slack等）

fi
undefined

Integration with Support System

与支持系统集成

Forward reviews to support email:
bash
#!/bin/bash
将相关评论转发至支持邮箱：
bash
#!/bin/bash

Get reviews mentioning "support" or "help"

获取提及"support"或"help"的评论

gplay reviews list --package com.example.app --paginate
| jq -r '.reviews[] | select(.comments[0].userComment.text | test("support|help"; "i")) | "Review ID: (.reviewId)\nRating: (.rating)\nText: (.comments[0].userComment.text)\n---"'
| mail -s "Support Reviews" support@example.com
undefined
gplay reviews list --package com.example.app --paginate
| jq -r '.reviews[] | select(.comments[0].userComment.text | test("support|help"; "i")) | "Review ID: (.reviewId)\nRating: (.rating)\nText: (.comments[0].userComment.text)\n---"'
| mail -s "Support Reviews" support@example.com
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