According to a new report out of market research firm StellaService, Apple’s customer service took a turn for the worse during the second quarter of 2015. The firm, who develops its data by tracking and evaluating online retailers on a daily basis, claims that Apple is now ranked 25th in terms of customer service among the companies it profiled. Retailer L.L.Bean ranked first, while Apple retail head Angela Ahrendts’ former company Burberry ranked 7th. In the “electronics/media” category, however, Apple was the only surveyed company to place.
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In June, Google decided to update Google Play with a very useful feature for developers: the ability to respond to the user reviews attached to their apps in the store. The feature is an important one, allowing developers to respond to criticisms, provide updates on necessary upcoming fixes, and perhaps most importantly, communicate directly with their users. Google’s decision to introduce the feature made it clear the App Store needs to revamp its customer support—and developers agreed.
Apple has yet to introduce any sort major overhaul to its App Store customer support and rankings. However, Freshdesk, creators of cloud-based help desk software, introduced a product today that provides direct, in-app customer support for iOS developers.
The free “MobiHelp” SDK allows a developer to implement customer support directly within their iOS apps using a single line of code. This will allow developers to not just respond to comments in the store like Google Play, but also communicate directly with their users from within the app. From there, devs can view and respond to feedback inside of FreskDesk HTML5 app on the desktop or mobile: