A few months ago we heard that Google had started enabling “reply to comments” for selected Android developers on Google Play. Unfortunately I didn’t get access at the time, and have been waiting for a chance to try it out ever since. Well it seems like today is the big day. According to the official announcement by Google, all developers can now reply to comments on Google Play.
This new feature is a big deal for many Android developers. Anyone who’s released an app on Google Play knows what it’s like to receive a negative review, complaining about problems which have already been fixed, or are simply the result of a misunderstanding by the user. This kind of thing happens all the time. And up until now, it’s been impossible to follow up with these users.
As of today, it’s super simple to view and reply to comments. Simply log into the Google Play Developer Console and click the “Ratings & Reviews” tab for an app. You’ll see a link under every review which says “Reply to this review”. Clicking this link provides a text box where you can respond to the user’s review in up to 350 characters. Once you’re done, click “Publish reply” and it will appear immediately on the Google Play listing for your app, directly under the original review.
I’m very excited to see this feature finally enabled for all Google Play developers. Two-way conversations are critical for good customer support. Now that we can follow up bug reports and feature suggestions, I believe the quality and effectiveness of user feedback will improve greatly. Google Play is no longer just a place to complain about problems. It’s now a place to get solutions, and communicate with developers directly.
What do you think of the new “Reply to Comments” feature? Is it a positive thing for developers? For users? Leave your feedback in the comments below!