Avoiding Negative App Store Reviews with Appboy

Posted by Friedrick on January 22, 2013 in Great Articles, Mobile Apps
We recently heard a great story from one of the early adopters of the Appboy SDK. He’s been using Appboy to integrate an RSS feed into his app, monitor analytics and manage user feedback. When Daylight Savings Time switched over a few weeks ago, his application became completely unusable. However, using Appboy, he told his users that he was aware of the issue and had already submitted a fix. The result? Dozens of users responded with thanks and he avoided getting any negative reviews in the App Store.
The App:
PATHway provides train schedules based on your local station for PATH trains between Manhattan and New Jersey. The app launched this year and had a strong start with several valuable five star reviews that the developer wanted to maintain.
The Problem:
When the developer woke up on the morning of the Daylight Savings Time change, Appboy’s feedback alerts immediately notified him that he had a problem with his app. PATHway wasn’t prepared to handle the time change from the PATH train schedule. Users normally see the next train within an hour, but ‘springing ahead’ made the app show the next immediate train.
The Solution:
Through Appboy’s feedback management system, the developer was able to directly respond to the individual users that contacted him. He then posted a news item through Appboy warning the rest of his users that the PATHway application was experiencing difficulties. The news item also gave users a way to access an early beta fix and continue using the app.
The Result:
Instead of receiving negative reviews and losing loyal users, the developer signed up 20 new beta testers and maintained his five-star rating. After the update cleared Apple’s review, he posted another news item alerting users that the issue was fixed.

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