Apple today announced that developers can now assign customer support experts to respond to reviews on the App Store. Developers can do this through iTunes Connect by assigning one with the Customer Support role.
This would then allow a person with Customer Support role to respond to App Store reviews. This move will greatly benefit developers of popular apps and will help increase user engagement and satisfaction.
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.
Apple will also be marking users with App Manager and Marketer roles as Customer Support role. However, users added after July 13th will have to be manually assigned the role.
Apple only started allowing developers to respond to App Store reviews with iOS 10.3 and macOS 10.12.4 release earlier this year. Since then, the company has also gone ahead and removed hundreds of thousands of low quality and spam apps from the Store. Additionally, it has also announced a major revamp of the iOS App Store which will be released to the public when iOS 11 drops later this year.
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