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Support for a mobile app: contact, context and reviews

Mobile users rarely open a laptop to ask for help. They want to reach you from inside the app and be understood quickly, with as little typing as possible.

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Put contact inside the app

Add a clear Help or Contact entry in the settings screen. If the only route is a website, many people will skip support and leave a bad review instead.

Collect device details automatically

Attach the app version, operating system and device model to each message. It saves a round of questions and lets you spot a bug that only affects one release or one phone.

Keep the form short

Typing on a phone is slow. Ask for a subject and a message, offer a screenshot upload and pre-fill the account email. Every extra field costs you some messages.

Answer app store reviews

Reply to reviews politely and point to a support route for anything specific. A thoughtful reply to a one-star review is read by everyone who looks at the listing afterwards.

Handle crashes and bugs separately

Tag bug reports with the version, link them to one tracking item and tell affected users when a fix ships. Replying that it is fixed in the new version is the best kind of support message.

Feed requests back to the product team

Count feature requests and complaints by theme each month. Mobile users often say exactly what is missing, and the list is a ready roadmap input.

Questions

Should I use an in-app chat or email?

Email is enough for most small teams if it is easy to reach from the app. Add chat only when you can answer quickly, since a slow chat feels worse than email.

How do I get device details from users?

Pass the app version, OS and device model along with the message from the app itself, instead of asking people to look them up.

Do I need to answer every app store review?

Focus on the low ratings and the ones with a specific problem. A short, kind reply with a way to reach you is usually enough.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.