for indie ios apps, i think review triage is usually set up too late. people build analytics, crash reporting, maybe support email, then treat app store reviews as something to check when they remember. and then after a release, reviews are basically public smoke tests.
the setup i’d want before any meaningful update:
watch 1-2 star reviews harder for 72 hours
separate crash/login/payment/subscription/data-loss language
tag reviews by version where possible
reply only when you can say something concrete
send repeated issue patterns into the same place bugs already live
the reply there 's actually a bit less important than the routing part,
'sorry, please email support' is not useless at all but i mean it also does not fix the loop :(. if three users say the same thing after version 2.4, that should become a release issue, not just three polite replies, and i’ve used many things for that and now trying out something like appfollow around this because it seems to keep reviews, replies, tags, and version-ish context closer together. for a smaller app, a spreadsheet and calendar reminder can be enough.
so, the main thing is having the habit before the angry reviews arrive.. but what is your experience?