Apple Launches Ability to Respond to User Reviews

Posted by Elizabeth Hoffman on Apr 11, 2017 2:38:37 PM

Last week, Apple launched the ability to respond to user reviews in the App Store, giving retailers the opportunity to offer support, engage with customers, ask follow-up questions, say thanks and much more.

With more consumers using their mobile device to shop and get product recommendations, more retailers are wisely creating apps to respond to consumer demands. This new change with Apple now gives retailers a unique opportunity to interact with customers, get real feedback on their app performance and respond accordingly. To help, Apple created a list of best practices and here at GPShopper, we've added our own tips to help retailers and brands take advantage of this new feature.

 

Communication & Tone of Voice is Key

Whenever you engage with consumers, you want the tone of voice to be representative of your brand so always keep that in mind. When responding to reviews, you should also stay on topic - the review section is not a place to advertise additional products. Tailor responses whenever possible to keep things personal with customers and if you are able to resolve an issue, use the opportunity to ask consumers to update their rating and review.

 

Assigning Responsibility

Responses shouldn't be adhoc, make sure your company assigns the role of responses in the App Store to a specific team, person or department. Many times, this will go under the customer service or communications category, but you may need to tap into technical resources if someone reports a glitch in the app that needs to be addressed asap. Whatever you choose, ensuring  ownership will help you to scale down the line if it becomes a popular feature that your customers use and also helps to prevent frustration from consumers that will now expect a reply if they voice a concern or complaint.

 

Perfect Your Timing

The sooner you can respond to a question or complaint the better. If you wait a few days, they may give up on their original issue and/or get frustrated and move on. You don't want to lose them - connect with reviewers before this happens and while they're still engaged with your brand.

 

Prioritize, You Can't Be Everything to Everyone

It's impossible to respond to every review - especially if you have limited resources. So you'll need to make an executive effort to respond to the most important ones first. Start with the lowest ratings and technical issues, then move your way up to maximize your efforts. In that same vain, try to leverage your release notes by mentioning old reviews to address concerns that were written earlier and show users you've listened and responded accordingly. This can turn reviews around and keep customers happy, knowing that they've been heard.

 

Reporting Concerns 

Sometimes, things can get nasty and the review section is no place for it. Obviously, any response your company has shouldn't violate these conditions and if you're using your brand voice, it shouldn't be a problem. You should periodically check in though to confirm that employees haven't gone rogue and responses are appropriate. If you do however see that reviewers have violated the Terms & Conditions - don't reply to them and hash things out publically - there's no winning and you'll only end up looking bad. Report  the issue under iTunes Connect instead. Customers will not be notified that they were reported by you.  

 

For other tips on mobile app best practices for retailers, contact one of our mobile app experts.

 

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Topics: Mobile Marketing, Mobile Apps, GPShopper Clients, Market Research, Mobile Commerce, Omnichannel Retail, Mobile Payments, App Store

Synchrony Financial to Broaden Cutting Edge Mobile Commerce Solutions for Retailers Through its Acquisition of GPShopper

Posted by GPShopper on Mar 20, 2017 7:17:18 AM

Transaction demonstrates commitment to bringing retail partners best-in-class mobile solutions for enhanced customer engagement, loyalty and analytics

Synchrony Financial (NYSE: SYF), a premier consumer financial services company, today announced that it has acquired GPShopper, an innovative developer of mobile apps that offer retailers and brands a full suite of commerce, engagement and analytic tools. Financial terms of the transaction were not disclosed and it is not expected to have a material impact on financial results.

The transaction further demonstrates Synchrony Financial’s commitment to bringing its partners enhanced digital offerings supported by advanced mobile application development and robust technology, data and analytics. Adding GPShopper’s mobile development expertise will be an integral part of Synchrony Financial’s efforts to further expand its mobile engagement capabilities.

Synchrony Financial announced a strategic investment in GPShopper in January 2015 and the companies have since collaborated on several well-received mobile offerings, including the Synchrony Plug-in or SyPi, a native credit feature that plugs in to a retailer’s mobile app. SyPi allows retailers’ credit cardholders to easily shop, redeem rewards, and securely manage and make payments to their accounts with their smartphones.

Today’s announcement further cements this partnership and will allow for continued development of new mobile commerce focused technologies. The combined mobile commerce and payments capabilities will offer the companies’ retail partners – ranging from the largest national chains and mid-sized retailers to smaller merchants and service providers – innovative solutions that are tailored to their businesses.

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Topics: Mobile Marketing, Press, Mobile Apps, GPShopper Clients, Market Research, Mobile Commerce, Omnichannel Retail, Mobile Payments

Using Chatbots to Power Hard Good Sales

Posted by Elizabeth Hoffman on Mar 16, 2017 4:06:55 PM

There's a lot of new fancy technology in retail these days - with retailers attempting to outdo each other with new gadgets, virtual reality tools and more - but what do consumers of hard goods really want?

We polled over 1,100 American shoppers to learn what consumers really want from their shopping experience and how they engage with new retail tech offerings.  

Retailers that sell hard goods, such as power tools, have to make sure that the technology they are adopting makes sense for their customers. Not all tech is created equal - so we've put together an outline below based on our research on what works best.

 

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Topics: Mobile Marketing, Market Research, Benchmarks & Statistics, Omnichannel Retail, Best Practices

Publishers Bring Stories to Life With AR

Posted by Lauren Hand on Mar 16, 2017 2:05:48 PM

Augmented Reality (AR) is a technology that superimposes a computer-generated image on a user's view of the real world. Think: Warby Parker's website feature, Virtual Try-On, which allows customers to upload a selfie and get a realistic idea of how a new pair of frames will look on them, helping facilitate the decision process and guide the sale. Or Uniqlo's Magic Mirror, a virtual fitting and dressing system for customers to test clothes in different colors without physically changing.

GPShopper recently surveyed over 1,100 American consumers to determine their awareness of a number of retail technology trends and how they want to use those technologies in their shopping experience. The study, “Reality of Retail Tech,” conducted online with third party research firm YouGov, found that 58% of shoppers who would like to use AR while shopping want to use it to see how certain items might look in a different color before buying.

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But apparel and accessory brands aren't the only retailers who can leverage AR to engage customers. 50% of those surveyed want to use AR to get additional information about a product, such as ingredients or the materials used. Who better to deliver AR-enabled information than those in education? 

Retailers in the publishing and educational media industry can benefit greatly from the technology, giving customers a more rich, supplemental experience as print media becomes a personal preference instead of the necessary vehicle for consuming content that it used to be. There are plenty of ways that these retailers can leverage AR to offer a fun and engaging mobile app to students, parents and teachers, building brand loyalty and increasing conversions along the way.  

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Topics: Mobile Marketing, Mobile Apps, Market Research, Benchmarks & Statistics, Omnichannel Retail, Best Practices

Unleash Sales With Chatbots and Virtual Assistants

Posted by Elizabeth Hoffman on Mar 16, 2017 12:41:00 PM

The pet retail industry is one of the fastest growing industries today - with more millennials putting off starting a family, a (semi) less demanding cat or dog becomes their 'child' and they looove their children. Last year, consumers spent over $60 billion dollars on their pets' comfort and well-being - shattering previous records and retailers are scrambling to take a piece of that $60 billion pie.

Retailers are adopting new technology and gadgets to make shopping easier for consumers - but recent GPShopper research found that many are missing the mark and there's a gap between what consumers want and what retailers are offering in tech. So how can pet retailers use tech to best serve their customers? We've taken the findings from our study to outline a few tips below. 

1. Virtual Assistants

Like any consumer, those that have pets, are busy. When it comes to any reoccurring need, sometimes they just want to get in and get out; purchasing their items with as little friction as possible. This is where virtual assistants (VA) can come in handy. When surveying consumers that use VA, 47% want to be alerted for deals on products they buy frequently and 43% want to be notified when they're out of something at home - which is perfect when it comes to refilling Fido's dog food bowl!

If you want to stand out - add a personal touch. If you know the pet's birthday, send a birthday message and send a thank you note on their adoption anniversary. If you learn that a customer had to cancel their order because of the passing of a pet, send flowers or a nice note to offer condolences. These simple but important gestures are not only meaningful, but make VS feel less robotic, connecting the VS service with your brand and instilling loyalty.

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Topics: Mobile Marketing, Market Research, Benchmarks & Statistics, Omnichannel Retail, Best Practices

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