Comments on: At $.99 a Pop Can You Afford Sparkling Customer Service? http://howtomakeiphoneapps.com/2009/06/at-99-a-pop-can-you-afford-sparkling-customer-service/ Get Started with Cocoa-Touch and iPhone Programming today! Tue, 20 Jul 2010 06:47:41 -0400 hourly 1 http://wordpress.org/?v=3.0 By: infofission http://howtomakeiphoneapps.com/2009/06/at-99-a-pop-can-you-afford-sparkling-customer-service/#comment-126 infofission Thu, 04 Jun 2009 16:18:45 +0000 http://howtomakeiphoneapps.com/?p=579#comment-126 This is an issue we ran into almost immediately with our apps. The worst part was receiving bug reports or complaints that were misunderstandings in the form of App Store reviews. We built a service called Tap4Help (http://www.tap4help.com) in order to facilitate better two-way communication with our users. We have found that using Tap4Help to build a native FAQ section into our apps that can be updated as issues are discovered and to generate structured support requests that contain OS and application version information has helped a lot in being able to keep customer support and "alternate" issue reports manageable. This is an issue we ran into almost immediately with our apps. The worst part was receiving bug reports or complaints that were misunderstandings in the form of App Store reviews. We built a service called Tap4Help (http://www.tap4help.com) in order to facilitate better two-way communication with our users. We have found that using Tap4Help to build a native FAQ section into our apps that can be updated as issues are discovered and to generate structured support requests that contain OS and application version information has helped a lot in being able to keep customer support and “alternate” issue reports manageable.

]]> By: mattjdrake http://howtomakeiphoneapps.com/2009/06/at-99-a-pop-can-you-afford-sparkling-customer-service/#comment-123 mattjdrake Wed, 03 Jun 2009 23:20:26 +0000 http://howtomakeiphoneapps.com/?p=579#comment-123 @dannyg - that is a good point. It is true that a lot of customer feedback can be used to actually improve the product. My first app did benefit from this type of feedback. It was released a bit too early (lesson learned) but the sometimes painful feedback did improve the product in the end. @dannyg – that is a good point. It is true that a lot of customer feedback can be used to actually improve the product. My first app did benefit from this type of feedback. It was released a bit too early (lesson learned) but the sometimes painful feedback did improve the product in the end.

]]> By: dannyg http://howtomakeiphoneapps.com/2009/06/at-99-a-pop-can-you-afford-sparkling-customer-service/#comment-121 dannyg Tue, 02 Jun 2009 19:31:05 +0000 http://howtomakeiphoneapps.com/?p=579#comment-121 If you're getting so many complaints that it's costing more to support an app than to sell it, then there may be something seriously wrong with the app or the way it's presented (setting potential users' expectations). I think most iPhone app "complainers" simply one-star you on the way out. Any customer email that requires a considered reply most likely contains intelligence data (bug reports, feature requests, customer perceptions, etc.) that should help you improve the app. On balance, I find such data to be worth the time/effort of the reply. I learn nothing from the one-star-upon-delete folks. If you’re getting so many complaints that it’s costing more to support an app than to sell it, then there may be something seriously wrong with the app or the way it’s presented (setting potential users’ expectations). I think most iPhone app “complainers” simply one-star you on the way out.

Any customer email that requires a considered reply most likely contains intelligence data (bug reports, feature requests, customer perceptions, etc.) that should help you improve the app. On balance, I find such data to be worth the time/effort of the reply. I learn nothing from the one-star-upon-delete folks.

]]> By: iPhoneKicks.com http://howtomakeiphoneapps.com/2009/06/at-99-a-pop-can-you-afford-sparkling-customer-service/#comment-120 iPhoneKicks.com Tue, 02 Jun 2009 17:56:06 +0000 http://howtomakeiphoneapps.com/?p=579#comment-120 <strong>At $.99 a Pop Can You Afford Sparkling Customer Service?...</strong> You've been kicked (a good thing) - Trackback from iPhoneKicks.com - iPhone SDK links, community driven... At $.99 a Pop Can You Afford Sparkling Customer Service?…

You’ve been kicked (a good thing) – Trackback from iPhoneKicks.com – iPhone SDK links, community driven…

]]> By: At $.99 a Pop Can You Afford Sparkling Customer Service? « App Shop http://howtomakeiphoneapps.com/2009/06/at-99-a-pop-can-you-afford-sparkling-customer-service/#comment-118 At $.99 a Pop Can You Afford Sparkling Customer Service? « App Shop Tue, 02 Jun 2009 14:47:55 +0000 http://howtomakeiphoneapps.com/?p=579#comment-118 [...] Customer Service? June 2, 2009, 2:30 pm Filed under: Uncategorized (My Original Blog Post: http://howtomakeiphoneapps.com/2009/06/at-99-a-pop-can-you-afford-sparkling-customer-service/) Many software developers take pride in being able to over-deliver on customer service. In fact, [...] [...] Customer Service? June 2, 2009, 2:30 pm Filed under: Uncategorized (My Original Blog Post: http://howtomakeiphoneapps.com/2009/06/at-99-a-pop-can-you-afford-sparkling-customer-service/) Many software developers take pride in being able to over-deliver on customer service. In fact, [...]

]]> By: At $.99 a Pop Can You Afford Sparkling Customer Service? « App Shop http://howtomakeiphoneapps.com/2009/06/at-99-a-pop-can-you-afford-sparkling-customer-service/#comment-117 At $.99 a Pop Can You Afford Sparkling Customer Service? « App Shop Tue, 02 Jun 2009 14:47:40 +0000 http://howtomakeiphoneapps.com/?p=579#comment-117 [...] Customer Service? June 2, 2009, 2:28 pm Filed under: Uncategorized (My Original Blog Post: http://howtomakeiphoneapps.com/2009/06/at-99-a-pop-can-you-afford-sparkling-customer-service/) Many software developers take pride in being able to over-deliver on customer service. In fact, [...] [...] Customer Service? June 2, 2009, 2:28 pm Filed under: Uncategorized (My Original Blog Post: http://howtomakeiphoneapps.com/2009/06/at-99-a-pop-can-you-afford-sparkling-customer-service/) Many software developers take pride in being able to over-deliver on customer service. In fact, [...]

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