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

Virtual Assistants Drive Purchase

Posted by Elizabeth Hoffman on Mar 13, 2017 11:46:36 AM

When it comes to trying out new shiny tech - customers aren't as excited as the retailers are. In fact, new GPShopper research suggests that what customers really want, is to buy stuff as quickly and easily as possible and customers for automotive retailers are no different. Tech can be used to help with this process but auto retailers need to listen to how consumers want to use tech. We polled over 1,100 adults to uncover just that.

Automotive retailers have a unique set of customer segments - certainly a main one is the car enthusiast that wants to tinker with their car and make improvements by 'doing it themselves'. The other, is more of a novice that knows they need to service their car, but they're confused on what types of products to use or even next steps. This is where the use of virtual assistants (VA) can greatly help.

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Topics: Mobile Commerce, virtual assistants, auto, auto retail

Visit GPShopper at ShopTalk 2017

Posted by Elizabeth Hoffman on Mar 9, 2017 10:28:00 AM


People in the retail community are gearing up for what may be one of the most exciting events of the year: ShopTalk. Organized and produced by the same team as Money 20/20, ShopTalk is the tech event for the next generation of commerce and their speaking list reads like a "who's who" in retail. During the conference from March 19 - 21 at the Aria in Las Vegas, retailers and industry leaders will come together to discuss commerce, consumer shopping behavior, and technology strategies to unify the physical and digital shopping worlds.

Mobile is sure to be a major topic of interest at the event, with session tracks focusing on mobile commerce, store technology and changing consumer behaviors. With a number of retailers closing physical stores in 2017, mobile and in-store technology are becoming vital tools for retailers looking to do more with less.

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Topics: Mobile Marketing, Mobile Apps, Mobile Commerce, Omnichannel Retail, Apparel Retail

Retail Dive: Target Readying In-Store Mobile Payment Services

Posted by GPShopper Press Coverage on Jan 25, 2017 11:38:31 AM

Excerpt from Retail Dive article
Written by Daphne Howland

Dive Brief:

  • Target will bring payment capabilities to at least one of its mobile applications some time this year, Chief Information and Digital Officer Michael McNamara told Recode at last week's NRF Big Show 2017. A Target spokesperson confirmed the news to Retail Dive but declined to provide additional details.

  • McNamara told Recode that offering a way for shoppers to pay and use a mobile coupon “would make sense,” a comment suggesting that payment features would be added to Target's popular Cartwheel app, which communicates with customers in store, offering exclusive discounts and integrating third-party coupons. He also said that, at least at first, mobile payment would be exclusive to customers signed up for Target's REDcard, a store-branded debit or credit card that gives users 5% off all purchases and free shipping on all online purchases.
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Topics: Mobile Marketing, Press, Mobile Apps, Loyalty, Market Research, Mobile Commerce, Omnichannel Retail, Mobile Payments

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