Apple today highlighted a new Customer Support role that was recently added to iTunes Connect, which developers can take advantage of if they would like to hire someone specifically to respond to customer reviews in the App Store.
Now you can give the customer support experts in your organization the ability to respond to customer reviews on the App Store with the new Customer Support role in iTunes Connect. Users with the Admin or Customer Support role have the ability to respond to customer reviews.
Your team's admins may choose to assign only this role to users, or assign this role in combination with other roles. Users who have been assigned only the Customer Support role can access Resources and Help, Users and Roles, and My apps in iTunes Connect. When they click on an app in My Apps, they'll go straight to Ratings and Reviews where they can respond to customer reviews.
Apple began allowing developers to respond to customer reviews with iOS 10.3 and macOS Sierra 10.12.4, a feature developers had long requested. The ability to respond to customer reviews allows developers to address negative reviews and offer better service to App Store users.
Prior to iOS 10.3 and macOS Sierra 10.12.4, developers had no way to respond to issues that customers reported via an app review, so there was no way to mitigate a negative review or further converse with a customer having difficulties.
Top Stories
Apple Acquires Weather App Dark Sky
Apple's 2020 MacBook Air vs. 2020 iPad Pro
Zoom Accused of Misleading Users With 'End-to-End Encryption' Claims Amid Other Security Issues [Updated]
Case for Upcoming Low-Cost iPhone Shows Up at Best Buy With Alleged April 5 Stock Date
Apple Adding Some 2013 and 2014 MacBook Air and MacBook Pro Models to Vintage Products List at End of April
AirTags Referenced in New Apple Support Video
Testing Brydge's New Pro+ Keyboard With Trackpad for iPad Pro
Intel Unveils 10th-Gen Processors Suitable for Next 16-Inch MacBook Pro With Wi-Fi 6 and Turbo Boost Speeds Above 5GHz
Apple's Work on New Upcoming Products Progressing Normally as Employees Adjust to Telecommuting
Top Rated Comments
(View all)Before long, Apple will catch up with the rest of the business world.
Man, one day they might even be worth a billion dollars!Now they have the ability to so but they don't use it!
I can't tell you how many times I've looked at the reviews of popular apps or front page apps and seen a bunch of 1-3 star reviews and no developer responses.
Maybe this will help but it is probably unlikely because it seems that developers just don't care about providing "customer support" roles for a $1 app.