For app companies
Your app, with people behind it.
Your users have your app with them all day. When they need help, they expect someone to be there.
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What we do
An app with users has messages to answer, reviews to reply to, refunds to sort out and bugs to write up. All of it arrives every day, whoever is there to do it.
Which parts we take on is up to you
It could be your user support, in the app and by email. It could be your app store reviews, the refund and cancellation requests, bug reports written up for your developers, or the reports users make about each other.
We can also set up and plan
If you need it, we can set up what the work runs on, for instance your helpdesk, your reporting, or your processes mapped out end to end, improved and written down. And we can work with you to plan how your operations should run, now or in the future.
Who gets in touch, and why.
What a user asks depends on where they are when they ask it. Some are signed in, some are locked out, and some are telling everyone else.
Users in the middle of something
Signed in, writing from inside the app
- “How do I…?”
- “I paid, and it hasn’t unlocked”
- “It has crashed every time since the update”
- “Yesterday’s entries have disappeared”
- Reporting another user
- A feature they’d like
People who are locked out, or have left
By email, with no account open in front of them
- “New phone, and I can’t log in”
- “The reset email never arrived”
- “I deleted the app and I’m still being charged”
- “How do I cancel?”
- “I want my money back”
- “Delete my account and my data”
People who say it in public
In an app store review, or on social
- “Charged after the free trial”
- “Worked fine until the last update”
- “There’s nobody to contact”
- “Is there a version for my tablet?”
- Something kind, and a feature they’d like next
What we’d take on
Separate pieces of work, around one app.
Each is a piece of work in its own right. A team of ours can run one or several, in your name and in the tools you already use.
Answered in the app and by email.
Messages from inside the app and by email, answered from your help pages and from what the account shows.
- Logins, new phones and reset emails that never came
- Something paid for that hasn’t unlocked
- How things work, and what to try when they don’t
- Requests to delete an account, from people who can’t get in to do it
User support · A language app
“I paid, and it hasn’t unlocked”
- The purchase found on their account
- Bought on their old phone, and not yet restored on the new one
- Shown where “Restore purchases” is, and it unlocked
Settled in the conversation
Handled according to where they paid.
Where the user paid is found first. A refund or cancellation that’s yours to make is made to your policy. One that is Apple’s is explained, with the steps.
- Charged after a free trial
- Still charged after deleting the app
- Cancelling, and turning off renewal
- A refund your policy doesn’t cover, brought to you
Refund · Paid through Google Play
“I was charged and I want my money back”
- A monthly plan, charged after a free trial
- Past the point where Google deals with it itself
- Inside your own refund policy
Refunded, and the plan cancelled
Replied to, where everyone can read it.
Reviews on Apple’s and Google’s stores replied to in your name. Nobody is asked for account details in public, and what the reviews keep saying is passed back to you.
- Complaints that never reached your inbox
- Questions asked in a review
- Anything that needs an account, moved somewhere private
Review reply · A photo app
“Lost all my edits after the update”
- Replied in the app store, in your name, and invited to write in
- Found signed in under a second account
- Shown how to get back into the first one, with the edits still there
Replied in public, put right in private
Written up the way your developers want them.
What the user was doing, what happened, and the phone, system and app version. Where your tools haven’t recorded those, the team asks.
- Crashes and faults after an update
- Users with the same fault tied to one report
- Each of them told when you say it’s fixed
Bug report · A fitness app
“It crashes every time I open my history”
- Phone, system and app version taken from your in-app help
- What they were doing, in their words
- Others on the same version have reported it since the update
One report with your developers, and each user answered
Checked against your rules.
Where your app lets people post or message, their profiles, photos and posts are checked against the rules you’ve written. So are the reports they make about each other. The team acts on them as far as you’ve agreed.
- New profiles and photos
- Reports about another user
- Appeals, answered with the reason
Report · A running app
A profile photo another user reported
- Read against your rules for photos
- An advert for another service, which they don’t allow
- Removed, and the user told which rule and how to appeal
Recorded, with the reason
Not only when they write in
And the things you hadn’t thought to ask for.
The inbox may be what you came about. Some of what follows we’d set up, some we’d run, and one we’d plan with you.
- We set it up
Help pages that match the current version
Articles rewritten when a release changes a screen, so the answer a user finds is for the app they have.
Processes and knowledge base - We set it up
A first answer at any hour
An AI agent answering from help pages you’ve checked, with a proper handover to a person, so nobody is left going round in circles.
AI for customer service - We set it up
What users are writing in about, by version
A reason on each conversation with the app version beside it, set up so that a release which has gone wrong shows in what you’re sent.
Reporting - We run it
The days after a release
You know when a big release is coming. Cover for the days after it is agreed with you ahead, with the known problems and what to say about them ready.
Cover when you need it - We run it
Your social channels, answered
Questions and complaints under your posts and in your messages, picked up there and moved somewhere private once an account is involved.
Social media inboxes - We plan it with you
Before a launch in a new market
How the work should be organised, and what to have in place before a new country, a new language or a big campaign.
Consultancy
The team behind it.
Your users deal with your app, and with a team working to your rules behind it.
Hired and led by us
Trained on your app before they answer anyone, with each new version trained in as it arrives. Led by team leads whose job is coaching.
How we workWhere they work from
One of our three locations, in the Philippines, Portugal or Ireland. The hours, the languages and the work decide which, and we agree it with you at the start.
Where we workWhat they can see of your users
Each person works under their own login, with only the access the work needs. One client’s information is never visible to another client’s team.
Security and data protection
Questions, answered.
The things app companies are likely to ask first.
What kind of work can you help us with?
It could be your users’ questions in the app and by email, refund and cancellation requests, app store reviews, bug reports written up for your developers, or what users post and report. We can also set up what that work runs on, and work with you to plan how it should run. Whether that’s one part or several is up to you.
How do we get started?
With a conversation about your operation and what you need. From there, we work out together where we can help and what comes next.How we work
Is there a minimum team size?
No. It can be a single person or an enterprise-scale operation. We build the structure around the work, whatever its size.
Can you cover just evenings, weekends or the days after a release?
Yes. It could be the hours your own people are offline, or the days after a big release, planned with you ahead of the date.
Does the team make refunds, or bring them to us?
That is yours to set, and it is written down before the team starts. The team can refund whatever your policy covers. Or you can keep every refund yourselves.
Can the team reply to our app store reviews?
Yes. It needs a role in your Apple account and a permission in your Google one, or a seat in the review tool you use. Those are yours to give. Replies are public and go out in your name. Nobody is asked for account details there.
Will the team work in our tools?
Yes. That might be an in-app messaging tool or a helpdesk, your store accounts and your own admin. The team works in whatever you run on. Each person needs a login of their own in each, which is yours to give, because we don’t work from a shared password.
How does the team learn our app, and keep up with each release?
Through training, before anyone answers a user. How that training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves. New versions are trained in as they arrive.How we work
How do we know how it’s going?
Real pieces of work are reviewed against your process, and what the reviews find goes into each person’s coaching. You get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work app companies are most likely to need, not everything we do. If the work follows a process and happens in the app, in an inbox or in your own tools, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
How much does it cost?
It depends on the kinds of work, the hours you want covered and the languages you need. We work it out with you once we understand your operation.
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