Responding to users.
WHAT REVIEWS PROVIDE
Feedback you did not solicit A signal to prospective users A visible record of how you respond
WHAT TO DO WITH EVERY SIGNIFICANT REVIEW
Respond, factually and briefly.
WHY
Prospective users read the responses, and a considered reply to criticism reads better than silence.
WHAT TO DO WITH A REPORTED PROBLEM
Acknowledge it, ask for specifics through a support channel, and say when it is fixed.
WHAT TO NEVER DO
Argue Blame the user Respond defensively
WHAT COMMON CRITICISM INDICATES
A real problem, even when expressed poorly.
WHAT TO LOOK FOR
The same complaint repeatedly.
WHAT TO PROVIDE IN THE APPLICATION
A support route, so problems reach you before they reach the store.
WHAT TO INCLUDE IN A SUPPORT REPORT
Application version, device, and operating system version, collected automatically.
WHY
It saves a round of questions.
WHAT TO MONITOR
Rating trend after each release.
WHAT A SUDDEN FALL INDICATES
Something the release broke.
WHERE TO REACH US
zillionkinghost.com/billing/submitticket.php
