I was checking out an app on google play just the other day while i was rather searching for more information on the website itself about international money transfer. I believe most app developers who care about their inventions would usually follow up with a response to a negative review trying to find out what the customer expects as opposed to what the app can deliver.
The reviews range from good to terrible, app hangs to useless app ever. It's a pity we don't go through FAQ's when encountering a problem, we throw a tantrum immediately. That's just us, we're human.
But how do developers make use of forums, when they have a customer service centre that can handle queries. Unless of course it's a major corporation and you have to submit a ticket and wait forever. Forever in a sense that if not provided a link to follow up on a query you will stay a while longer waiting for a response whereas it has already been posted in our online account but no notification has been provided.
Most companies have a forum managed by experienced technicians employed by the company, but for a small player a prototype can be discarded at its early stages due to lack of resources.
I think for most developers speaking from a client point of view, the best option is to have some sort of forum where some issues which become reviews are directed for quick remedial action. It would help the app get positive ratings instead. Get an expert to continuously engage with customers/users and provide advice, some overlooked terms and conditions, usage do's and don'ts, so that expectations are clear and transparent because this is where the lion should worry about the opinions of the sheep.
The reviews range from good to terrible, app hangs to useless app ever. It's a pity we don't go through FAQ's when encountering a problem, we throw a tantrum immediately. That's just us, we're human.
But how do developers make use of forums, when they have a customer service centre that can handle queries. Unless of course it's a major corporation and you have to submit a ticket and wait forever. Forever in a sense that if not provided a link to follow up on a query you will stay a while longer waiting for a response whereas it has already been posted in our online account but no notification has been provided.
Most companies have a forum managed by experienced technicians employed by the company, but for a small player a prototype can be discarded at its early stages due to lack of resources.
I think for most developers speaking from a client point of view, the best option is to have some sort of forum where some issues which become reviews are directed for quick remedial action. It would help the app get positive ratings instead. Get an expert to continuously engage with customers/users and provide advice, some overlooked terms and conditions, usage do's and don'ts, so that expectations are clear and transparent because this is where the lion should worry about the opinions of the sheep.
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