How do you deal with users thinking you are Google or any other big corp?
Hi,
I'm wondering if you guys have any tips or special recommandations to deal with people thinking you are a big corporation, giving them high expectation in term of support for exemple. (People exepecting very short response time on support emails, people looking for a very specific feature etc)
On my app's website it's explained that I'm and indie dev so, people are way more patient. But people coming directly from the appstores for exemple often think that the app is from a big company.
Do you guys usually use of some in app story telling, so people understand who you are a bit better ?
Ofc the main solution is to fix all the issues so that people don't have to email you for support but ... I'm curious if you guys have the same experience on this.
My app is a B2C app, a GPS for outdoor sports with now more than 25k MAU
Oh, difficult thing. I like how you're presenting it on your website.
Would it maybe be possible to add a human touch to the app as well? The obvious idea would be an "about" page in the settings. Maybe you could even show a small popup in the app saying something like "Do you need help? I'm Batiste, the creator of Relief Maps. I'd be glad to help you out." Or maybe you could add your profile picture to some kind of support chat. (It could be a pseudo chat which sends you an email. Then you can set proper expectations on response times in the UI, e.g. "I normally respond within 48 hours.")
Congrats on 25k MAU by the way! 🎉
Thanks for your answer, I'll try to add some insight about who am I on the "help" page of the app.
But maybe I'll try to add a screen with information like I have on the website during on boarding. It could help too. And it also might be positive on IAP revenue :
being an indie hacker is a strenght, people usually consider it when they know about it.
And yes adding an expected response time is a good idea, I don't have it directly in the app. Only on messenger, but not everyone use it.
I'm also switching from classic email only to freshdesk for support, I hope it will help me be well organized and answer faster.
Those changes sound great. 👍
Onboarding is really hard to get right. It's always a balancing act between keeping the onboarding short and getting all the information across that you want the user to know.
Here's another idea: How about displaying an overlay with the "about" information when one of the following events happen for the first time?
100%!
Good Idea, I never thought of adding more information on the second launch.
Thanks!
You're welcome. I'd love to hear how it plays out. I'd really appreciate a short update after you've tried the ideas. :)
Sure, I'll let you know ! Thanks for the help
Awesome, thank you! Looking forward to the update. :)