Table of Contents
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Support is very important to Organic Maps as it connects people who use the app with the people who develop the app. This connection builds community and ensures there is alignment with what people find important.
Channels
Currently support only includes app store reviews and email. Social media is not included, but may be at a later time.
Chatwoot (in evaluation)
App Store Reviews
Appfollow - Includes both Google Play Store and Apple App Store. The reviews are displayed, responses are written on the Appfollow website.
Response Time SLA
Email: Target within 24 hours
Reviews in App Stores: Troubleshooting issues - 24 hours. General reviews - 48 hours
Languages
Responses are preferred to be in the language the person used to communicate. AI tools like ChatGPT typically provide pretty good quality translations (DeepL is ok as well). The default language is English, so English is a good second option.
Responses
Tone
- Friendly/positive
- Empathetic/understanding: of issues people may be dealing with
- Thankful: for reaching out for leaving review, no matter their review or rating
- Grateful: for their support, even if they don't sound supportive
Structure
Thanks for the feedback Address content Thanks for the support
Scenarios
Perfect Reviews
A person gave 5-stars and wrote only positive about the app, continue the positive sentiment; not necessary to bring up that we are working on improving the app, just a thank you for their support. Also, no need to specifically thank for 5-stars, as that may appear like excessive focus on getting all the stars, rather on the product itself.
Asking to Reconsider Rating
If rating was because they are requesting a feature or had an issue that was resolved, this is a good example how to ask to re-consider their rating:
Thank you for your feedback! We are working on adding [x feature] and appreciate your suggestions. We are a small team of volunteers and your rating is important to us. If you are generally satisfied with the app, we would appreciate it if you would consider updating your rating. Thank you for your support!
Feature Requests
Example
This is a great idea, we added your request to Issue #xxxxx”
If it’s a highly requested feature, no need to mention that it's highly requested as it may be perceived that requests are not taken seriously.
Documenting the requests and issues in GitHub is critical for the team outside of support to know what people are requesting and how often, which is highly important for prioritization. And it's important for the requestor to know their feedback made it to the development team.
- Search GitHub Issues for existing requests. Add to existing issue or create new issue. Add a comment in English (translated if necessary), including:
Feature Request
[date of request]
[source - Apple App Store Review, Google Play Store Review, Email]
[quote of the request]
Not necessary to include name or username of requestor.