Hi we are a very customer centric company resolving customer reviews on priority and informing customers about the same.
Is there a way to respond to customer reviews on itunes/itunes connect?
Responding to customer reviews?
No, there is no way to contact app reviewers or respond to their reviews (unfortunately). You need to have a link in your app where the users can send you email if they have questions or problems.
We do have a way for the customer to send us an email, however this does not address a review where the user did not understand how to use the app, or failed to complete their setup, yet posted a negative review.
How can we respond, in a public manner, to users who obviously need help, and give negative reviews in a public manner. Yelp has the capability and then consumers can see both sides of any issue. The fact that we cant respond to a review (positive or negative) is crazy.
Having an argument in public is rarely a good idea. Yes in a few cases it might be nice to be able to use reviews for support. But as it stands now, just learn from it - whatever the user did wrong, make it easier to do right. If they didn't complete setup, make setup easier / shorter / more enticing.
One developer went as far as to respond to a similar review in their release notes (what's new in this version)... the problem user actually updated their review indicating they had read the release notes, but still wouldn't use the app support email. LOL. Some users you just cannot help.
It IS crazy, but that's the way it is.
For both Android and Windows Phone development, developers can respond to user reviews to help them with issues that they have reported. Not all users email the dev, many just leave things on the review. iTunes Connect should add this facility as it allows much better customer feedback and relations. Thanks.
Perhaps sad to say, but currently the only way to respond is to update the app with a fix for any real issues or misunderstandings mentioned in the update notes, and to completely ignore other problems mentioned in the reviews, whether they be from users who actually need help, unethical competitors, and/or evil trolls looking for a public cat fight.
You are not alone. Everybody wants this feature.
Amen
In case any of you aren't aware, Apple recently added the ability for developers to reply to customers' reviews 🙂
1) Click My Apps
2) Select the app for which you would like to respond to reviews
3) Click Activity in the top-left-ish
4) Click Ratings and Reviews in the left bar
5) Select the version of the app for which you want to see reviews
6) View and reply to reviews