How to respond to user reviews in iTunes Connect

26 Jul 2017 | 4 min read
How to Respond to iTunes Connect App Reviews

Since the release of iOS 10.3 and MacOS Sierra 10.12.4, app owners can comment on any posted user review. More importantly, app publishers can assign a team to a new “Customer Support” role in iTunes Connect. What exactly does this mean for your company?

What has already been available for developers on the Google Play Store since 2012 is now finally also online for iOS developers. The new reply functionality solves one of the biggest problems for many app publishers. Now it’s possible to stay in touch with your users through App Store comments, change a bad user score into a good one, and improve the user experience by delivering faster support at the same time.

To make it easier for app owners, Apple has also added a new role in the iTunes Connect account — “Customer Support” available both for iOS and MacOS. Thanks to this long-awaited change, your customer service, PR or marketing specialists will have access to Resources and Help, Users and Roles, My apps sections, and they will be able to respond to all reviews in the App Store. Following the Apple announcement, staff who have had an App Manager and Marketer account before July 13, 2017, automatically received the newest one — “Customer Support”.

How to use the new comment feature on iTunes Connect? 3 main steps

  1. Log into iTunes Connect, click My Apps on the homepage and then select your app.
My Apps icon on the homepage

2. In the toolbar, click Activity, then under the platform in the left column, open Ratings and Reviews. You’ll see all the information there. To respond, just click on Reply next to the review.

Ratings and Reviews on iTunes Connect

3. When your comment is ready, click Submit, and your reply will become public on the app page. The user will be notified about the answer!

Submitting a reply on iTunes Connect

The importance of ratings and reviews in App Store

It’s worth mentioning that app reviews and ratings play an important role in the App Store Algorithm — the more users like your app, the higher your ranking will be. That’s why when you draft a reply, remember to:

  • avoid publishing spam or personal information which might be annoying to your users and also be against Apple’s Terms and Conditions
  • try to concentrate on the positive aspects of the review, and reply both for positive and negative comments
  • never attack users, point out that you are trying to solve the problems or are working on new features in your app.

App publishers have received a powerful tool to interact with their users, so don’t miss your chance!

Are you thinking of creating a future-forward digital product? Get in touch with us!

The controller of your personal data is Miquido sp. z ograniczoną odpowiedzialnością sp.k. with its registered office in Krakow, ul. Zabłocie 43a, 30-701 Kraków. We process the above information in order to answer your questions, contact you and conduct business communication, and if you tick the checkbox, to send you messages containing commercial, business and marketing materials.
The basis for the processing of your data is Miquido's legitimate interest - informing customers about news and changes to our offer as well as providing information about products that may be useful in their business. You can unsubscribe from the marketing communications at any time. You also have the right to access data, the right to request rectification, deletion or limitation of their processing, data transfer, the right to object, as well as the right to lodge a complaint to the supervisory body. Full information about processing of personal data can be found in the Privacy Policy.

Show more