Hi
If any of you are using products made by Jeyo such as Jeyo Mobile Companion you may have used their forum to discuss with other Jeyo users the problems and observations you find using their products. It is the best way to communicate with the developers and other users at the same time and would provide useful feedback for improvements to their products.
However after notable negative discussions in the forum about bugs not being acknowledged by the developers and an empty promise made by the developers of a new version within "40 days" of a January post date, the only recent post is this announcement:
Based on your feedback, we're adopting a new format for our support forums. The #1 suggestion we've received is to keep the forums easier to read by reducing the number of postings that aren't particularly relevant to most users. We've evaluated several possible options and decided to close these forums for external posting and instead use them as a way for us to record common support questions and answers -- just think of them as a set of real-time up-to-date FAQs.
You can always reach us with a question at [email protected]. Should you have a topic that you want to see posted, simply email us about that.
Over the next couple of weeks, we'll be converting the existing forums to this new format. Thank you for your patience during the transition!
Jeyo Support
Click to expand...
Click to collapse
Jeyo have effectively removed the whole point of a forum and made it just one huge announcement page. There are so many easier ways to separate official announcements and FAQs from discussions; closing the forum to everyone but themselves seems an unneccessary method with other intentions. One comes to mind is to stop people making public criticisms of their products regardless of whether they would be constructive and beneficial or not.
At least I am grateful that xda-developers is still here! I dont think many of us would be too happy if the moderators of this forum suddenly closed posting to everyone but themselves claiming it was for "user simplicity"!
Ash
No matter if the app is free or paid, as a developer you want to offer a good support to the end users. Why? Because as long as they are happy they will continue to use your app and they will recommend it to others. So it is in your best interest to do your best and resolve issues that customers are reporting, implement requested features and solve as many bugs as possible.
To that end, you must ensure you provide easy to access means of communication between you as a developer and the end users. There are many ways you can achieve that and I will list a few I am using and the more you can provide the better so we can put together a list:
Create an email address or use one you already have (I prefer the former) and provide links on Google Play and inside the app. It is nice if you add an accessible menu item that says (Suggestions/Bug report/Support/Etc) that will start an intent chooser for sending emails to this email address
Use forums (XDA ) and post your app and frequently visit and answer suggestions/questions. There are a lot of helpful users there that will test the app and discover bugs, suggest new features and it is very good if you can keep the thread hot so you keep the interest up. Users like feedback and makes them feel important (which they are) so try to answer as many posts as possible even though you don't have a solution to the problem yet
Get social! Social networking is very helpful these days both for spreading the word about your app but also for customer support. Create profiles for the app on all major social networks (Facebook, Google +, Twitter, etc) and try to get as many users as possible. Post as many updates as possible and keep the users informed about changes to the app, answer to their comments and implement suggestions
Prioritization - build yourself a TODO list with priorities: for each update try to solve major bugs first that are heavily reported or that are causing big problems. Always find some room for improvements and user suggestions. Then fix small bugs and try to improve UI.
Localization is an important part of today's apps. Try to support as many languages as possible making easy for the users to understand the app and to better communicate their findings
Use the publish console to check for crash reports. Many users use this feature and send crash reports along with the stack trace and it is very helpful to keep track of major crashes and identify the root cause
Please reply with more tips so we can create a big list for everyone
Email is the number 1 way people ( from my experience ) contact the developer to ask questions, recommendations, etc. What I did in addition to all the things in the op was create a cheap 5 page website with Godaddy website tonight its like $100 bucks a year or something. They also auto optimize your site for mobile viewing!Then made a contact us page, were users can choose a reason for contacting us. This works really well and you can set up an auto responder to send them a message letting them know you got the email.
I always try to answer emails immediately (during business hours) but always within 24 hours. Having a great customer service program even if your a solo dev like I am will translate into 5 star ratings based solely on customer service!
Have a lax customer service program and you will see the negative 1 or 2 star ratings pop up again based solely on customer service. It shouldn't take anyone more than say 48 hours to re connect with someone and at least start the process of answering their concern.
You can see the contact us page here
Good policy will turn into good reviews and good downloads!
:good:
I've put a feedback page in all my apps.
You don't even need to create a new email address. Just use your personal email address and create an alias. That way it looks formal on the outside but messages go to same inbox as your personal one, only have to check one inbox everyday.
HMMMMMM!
FIRST OF ALLL EMAIL AND AFTER THAT XDA POSTS.........:victory:
email or the message box is very important. But it's also important to reply to their questions promptly.
Free Customer Service SDK
Replying promptly to customers is essentially the first step towards good customer service. If you are an iOS app developer, looking to impress your customers with excellent customer support, try out Freshdesk's Mobihelp SDK ( [freshdesk.com/mobihelp) you can snap-in to your app and start communicating with your customers from right within your app. I'm sure it will be of great help in your customer service efforts!
Thanks for the tips! Just a question: I have got one Crash report in google play console very early, but since then nothing. I have put email in the game and on the play store. But nobody used it. I do not have many installs, but I wonder what is the usual percentage of people who actually report bugs?
kulisgames said:
Thanks for the tips! Just a question: I have got one Crash report in google play console very early, but since then nothing. I have put email in the game and on the play store. But nobody used it. I do not have many installs, but I wonder what is the usual percentage of people who actually report bugs?
Click to expand...
Click to collapse
In my experience, if the app is something people desperately need (e.g. utility) or want (e.g. game) but it isn't working quite as they expected, they will be vocal. Not hearing anything from users is usually a warning sign that nobody was too excited about the app in the first place, or that not that many people downloaded the app in the first place.
If I see a crash on Google Play I assume that the same crash occured for 10 others who didn't bother reporting it. So I try to fix it ASAP.
You could use Google Analytics to report crashes without user prompt.
Regardless of the above, it sounds like you have a general marketing challange which is much more critical than that crash report, so you should investigate marketing and promotions in general.
kulisgames said:
Thanks for the tips! Just a question: I have got one Crash report in google play console very early, but since then nothing. I have put email in the game and on the play store. But nobody used it. I do not have many installs, but I wonder what is the usual percentage of people who actually report bugs?
Click to expand...
Click to collapse
Bad reviews on google play
slackydroid said:
No matter if the app is free or paid, as a developer you want to offer a good support to the end users. Why? Because as long as they are happy they will continue to use your app and they will recommend it to others. So it is in your best interest to do your best and resolve issues that customers are reporting, implement requested features and solve as many bugs as possible.
To that end, you must ensure you provide easy to access means of communication between you as a developer and the end users. There are many ways you can achieve that and I will list a few I am using and the more you can provide the better so we can put together a list:
Create an email address or use one you already have (I prefer the former) and provide links on Google Play and inside the app. It is nice if you add an accessible menu item that says (Suggestions/Bug report/Support/Etc) that will start an intent chooser for sending emails to this email address
Use forums (XDA ) and post your app and frequently visit and answer suggestions/questions. There are a lot of helpful users there that will test the app and discover bugs, suggest new features and it is very good if you can keep the thread hot so you keep the interest up. Users like feedback and makes them feel important (which they are) so try to answer as many posts as possible even though you don't have a solution to the problem yet
Get social! Social networking is very helpful these days both for spreading the word about your app but also for customer support. Create profiles for the app on all major social networks (Facebook, Google +, Twitter, etc) and try to get as many users as possible. Post as many updates as possible and keep the users informed about changes to the app, answer to their comments and implement suggestions
Prioritization - build yourself a TODO list with priorities: for each update try to solve major bugs first that are heavily reported or that are causing big problems. Always find some room for improvements and user suggestions. Then fix small bugs and try to improve UI.
Localization is an important part of today's apps. Try to support as many languages as possible making easy for the users to understand the app and to better communicate their findings
Use the publish console to check for crash reports. Many users use this feature and send crash reports along with the stack trace and it is very helpful to keep track of major crashes and identify the root cause
Please reply with more tips so we can create a big list for everyone
Click to expand...
Click to collapse
Hi,
how can we deal with bad reviews on google play, reviews that comes from pepole that didn't understand the meaning of the app?
Thanks.
If you're looking for app support best practices, contact a big startup like Buffer or Squarespace and see how they respond to your question. Notice the friendly tone of voice, the detailed answers they try to give you, and the call for action at the end of every support ticket - whether it's to try and recreate the event that caused the bug or read a FAQ section. Do that a dozen times and you'll learn more about 'proper' support than any how-to article can teach you.
dimnikolov said:
If you're looking for app support best practices, contact a big startup like Buffer or Squarespace and see how they respond to your question. Notice the friendly tone of voice, the detailed answers they try to give you, and the call for action at the end of every support ticket - whether it's to try and recreate the event that caused the bug or read a FAQ section. Do that a dozen times and you'll learn more about 'proper' support than any how-to article can teach you.
Click to expand...
Click to collapse
Yep makes sense in my experience - personalise as much as possible and reflect the tone of voice of your app. Users will really appreciate it. Stay social.
Why not have some kind of in-app help?
Having a suggestions/feedback menu item seems to be the common thread here to provide good customer support.
But wondering - why not some kind of in app help itself? Sort of a Whatsapp inside the app? I feel email being a separate channel breaks the context - help within the app itself and in context would be so much easier for the end user.
Thoughts?
I know it is an old thread but there are SDKs that help you integrate a support chat right within the app. I have seen zomato use one of these.
Thank you for a list!
As I don't really have enough time to file bugs for every issue people post here in the forums, I wanted to share the official locations to report bugs with the product so they get back to NVIDIA and can actually get internal bug numbers...
Forum Support: https://forums.geforce.com/default/board/111/
Live chat/phone/email Support: http://nvidia.custhelp.com/app/answers/list
While the community can still help each other out here at XDA, I can't take every reported issue and file it in the system. So if you believe you've found a bug in either SHIELD or GeForce Experience, please drop a note about it over in the GeForce forums.
We also started a thread in the general section with Supported/working/not working games list (google doc): http://forum.xda-developers.com/showthread.php?t=2393663
We have a common bugs worksheet sheet.
Sticky up this post...
MUST READ material
Hi XDA devs! I am completing an independent study with the aim of identifying Android's biggest areas of improvement from the perspective of Designers, App Developers, Programmers, and, of course, End Users. This will be the first of several questions I pose, but hopefully the turnout and feedback will start us off right! Please submit feedback related to design, user interface, or functionality of the Android Operating system as it stands today. Please limit feedback to the most recent versions of Android (5.0 Lollipop - 5.1) as that will be most relevant. More questions are on the way! Thanks for your help! Your feedback is important as the end goal is to improve the OS we all love!
I will present the results of this study later in the year. Please subscribe if you're interested in being notified!
The link to the Google form is BELOW. Please submit all responses in the Google Form, not on the thread.
http://goo.gl/forms/ShKUtj27OE
Thanks again!
Robert
There is no such thing as perfect device. I love my Huawei P9 but there are things that don't work the way I would like Software wise.. For every person there are different things... So If you have some problems with the software, or want something added/fixed with the next updates report HERE - Product & Technical Support - Email Us. And foe EMUI email them here: [email protected] . For better chance send your requests to both. More people reporting problems, requesting fixes/features bigger chance to get fixed/added faster.
P.S: And when you get Notification from Huawei on your phone to fill a survey with your experience with the device don't skip this.. Write everything you are not happy with...