Customer Support for Applications
Keeping Your App Users Smiling - Without the Stress
We have to admit that we love apps! We are happy to monitor and reply to your app reviews for providing better customer support. We’ll maintain open lines of communication with your team and always provide prompt reporting using Trello, Slack, WhatsApp, Skype, email, Zoom, Zendesk, Intercom or any other method you prefer.
After all, quick responses, active documentation of technical requests and taking care of all your valuable customers’ needs are vital to keeping your app’s ratings as high as possible. We know what it takes to keep users happy and to create the kind of loyalty that will help your company grow well into the future.
You poured your heart into building that app: polished interface, smooth onboarding, critical features. Yet amidst all that innovation, user inquiries start piling up – feedback, bugs, feature requests, reviews. Ignoring these can tank retention faster than you can say “next update.”
That’s where Back Office Squad steps in. We’re not just a support team – we are behind-the-scenes champions who ensure every user feels heard, valued and confident in your app’s future. You stay focused on coding and growth – we handle the rest.
Why Outsourced App Support Makes Total Sense
Imagine this: a user spots a glitch at midnight, sends a frustrated review and drops off your onboarding funnel. That’s a missed opportunity and a lesson in how vital timely follow-up is. Yet building and managing an in-house support team costs time, money and energy you’d rather invest elsewhere.
With outsourced app support, you get skilled operators ready to catch issues early. They respond faster, suggest product tweaks and help keep user ratings climbing.
Best part: you don’t have to deal with hiring or managing them. It’s a smarter, budget-friendly way to keep your app’s engine running smoothly.
How We Support Apps - With Care and Efficiency
App Store & Review Engagement
Your app’s success is closely tied to its visibility and ratings. A great product can still struggle if reviews go unanswered or feedback is ignored. Our team actively monitors your app store reviews, replies with professionalism and ensures that positive feedback is highlighted while negative experiences are resolved quickly. By showing users that you’re listening, we help boost trust and long-term retention.
Tech Issues Management
Every app will face bugs, glitches and requests for new features. Instead of overwhelming your developers with scattered feedback, we act as the filter – collecting user-reported issues, organizing them clearly and forwarding them with context to your dev team. This means faster fixes, happier users and smoother updates.
User Onboarding & Retention Support
First impressions count. If a user downloads your app but struggles to set it up, chances are they won’t come back. Our trained operators provide onboarding assistance – answering setup questions, guiding users through features and making sure the first interaction feels smooth. Beyond that, we stay connected, helping you with client/customer success to retain users with timely responses and helpful communication.
App Update Communication
When you release a new update, your users need to know what’s changed and how it impacts their experience. We handle update communication, from notifying users about new features to addressing issues that arise after an update goes live. This helps reduce confusion and keeps your app community engaged and informed.
Multichannel Support
Users spam customer support with tweets, emails, live chat messages or Zoom tells. We manage all these channels – replying in your brand’s tone and making sure each message converts a user’s frustration into reassurance. By centralizing conversations, we reduce delays and create a seamless, consistent experience no matter where the query starts.
Project Manager
You don’t get lost in ticket queues. Your Project Manager aligns everything with your tone, timeline, tools and goals – ensuring support never feels generic or disconnected from your brand. They become your single point of contact, keeping communication clear and efficient. Beyond coordination, they also anticipate challenges and proactively suggest improvements so your support stays one step ahead.
What Sets Our App Support Apart
It’s not just about answering messages – it’s about user retention and building trust through care.
You Choose the Tools
Whether you are using Intercom, Zendesk, Slack or email, we work within your chosen setup. No disruptions, no new learning curve.
App-Centric Savvy
Our team understands apps, not just customer support. We know how quick fixes keep reviews positive, while slow replies push downloads back. That knowledge shapes how we respond.
Flexible Support, No Overhead
Your demand fluctuates – betas, launches and updates. We scale with you, without hiring cycles or idle time. It’s smart, adaptable and stress-free.
Payment That Makes Sense
You are not paying for empty seats. You pay for responses – carefully sent, quickly crafted and countable. That’s support that scales with value.
Your Users Stay Customers
Because we handle confusion, frustration and breakdowns gently and fast. That’s how loyalty is created.
Real Results, Real Impact
We recently helped a finance app that was bleeding users after a confusing update. Within 24 hours of onboarding, our team cleaned up review hell, replied to 75+ tickets and flagged the critical fix to developers. The next day, users started returning and 5-star ratings crawled back up. That kind of turnaround isn’t just service – it’s partnership.
Need more extensive customer support or virtual assistance? We offer that too. Take a look at everything we offer on our full services page.
Stay in touch I am always available for a hassle-free, friendly chat.
Looking forward to hearing from you and always wishing you success!
Founder, Back Office Squad Support