Mobile Support - How to reply

Revision Information
  • Revision id: 215798
  • Created:
  • Creator: Kiki
  • Comment: improvement based on team suggestion
  • Reviewed: Yes
  • Reviewed:
  • Reviewed by: kelimuttu
  • Is approved? Yes
  • Is current revision? No
  • Ready for localization: No
Revision Source
Revision Content

When replying to a review, please remember that you’ll be seen under Mozilla’s brand name in Google Play Store. Please, be more mindful when choosing the right words. When you’re unsure about something, please ping the community manager or consult to the other contributors in our Matrix channel.

Play Store review example - Play Store view

How to reply

When to reply

  • Review that contains bug report/issue
  • Review that contains help request
  • Positive review with notable feedback

When not to reply

  • Review with abusive comment
  • Review that isn’t relevant to our products

When to escalate

  • Review that contain valid bug report
  • Review with notable feedback that we can share to the product team

Prioritization

Normally, we received 9K - 15K reviews on a monthly basis. Those are a lot to reply! That’s why we need to set our priority. Here are a few guidelines to help you decide on which review you prioritize first and how you should respond:

  1. 1-2 star reviews that contain bug report/help request. For this kind of reviews, we should aim to provide a resolution plan.
  2. 3-5 star reviews that contain bug report/help request. For this kind of reviews, we should aim to provide a resolution plan but also, for 4-5 star reviews, don’t forget to thank the user for choosing a good rating.
  3. 1-5 star reviews that contain notable feedback. We should thank the user for the feedback. If it’s worth escalating, we should also let them know that we’re going to forward their feedback to the product team.
  4. 1-3 star reviews with a short yet negative review. For this kind of reviews, we should ask if there’s a specific thing the user dislike about the app. Ask if there’s anything we can help to make their experience better.
  5. 4-5 star reviews with a short yet positive feedback. For this kind of reviews, we can ask the user to elaborate why they enjoy the app. Don’t forget to also thank the user for choosing a good rating.

Common responses

Common/canned responses are templates that can be used quickly and easily to get an idea of how to respond to reviews. It is always recommended that you customize all of your response, but it is important to at least personalize your response. The best way to do this is to refer to the specific problem the customer is reviewing.

Reply formula

Keep in mind that replies in Google Play Store are limited to 350 characters.

  • Greeting the user by the name, when appropriate

Always provide a greeting. Some may not have a username or use a peculiar one that is not appropriate to be used to address the user back. If you’re unsure, you can use general greetings like “Hi there”.

  • Acknowledge and empathize the issue

Acknowledgement of the issue they are writing and sympathizing are great ways to get the user working with you. Repeating back what you have understood about the problem is a nice way to help build common understanding. For example: “I’m sorry that the app is [bug they’re reporting]” Try to frame the issue as a problem the app is having or displaying, instead of saying “I’m sorry you’re having a problem with [issue]." It’s important to not blame the user for the issue that’s happening, even if they’re stating that they’re confused or unsure.

  • Suggest a solution

A good support experience starts off by understanding the problem at hand. Ask questions to the user in a polite and friendly way if you need further information to help. Remember to always frame it in the context of the problem you think they might have. For example: “You might want to try [suggested fixes here] to fix [the problem here]”

  • Provide a helpful link

Provide some resources that the user can explore on their own. You can use bit.ly to shorten the link and to save the character limit.

  • Ask for feedback

Let them know that we want to know if our solutions worked and we’re still here to help if they don’t. For example: “Please let us know if this is helpful by leaving an updated review.”

  • Add your signature

Signature is a nice way to let the user know who they’re talking to. For example: -K or ^pw

Reply examples

Bug/issue: Play Store review example - Bug/issue Reply:

Hi there, you might be using the Private Browsing mode when you weren’t able to screenshot. You can allow screenshots on Private Browsing by going to Settings > Private browsing > Allow screenshots in private browsing. Let me know if that works for you. - K

Feature request: Play Store review example - Feature request Reply:

Hi Terry, sorry that you’re having a bad experience with Firefox for Android. You can actually set your tabs to Grid view so you can see their previews all at once. You can also choose to “Delete browsing data on quit” from the Settings menu. Hope that helps! - K

Complete Play Store Support guidelines

If you're really interested in supporting Firefox users on Google Play Store, please follow along these guidelines that will help explain how we do things: