Google’s Android Market Turning Developers into Customer Service Reps?
Apr 16, 2009 11:39 AM –
Developers selling paid apps not only have to deliver a sweet app, but in order to earn a reputable sales rank in the Android Market; they have to answer customer service inquiries such as: credit card problems, refunds and download issues (which are issues with the Market itself and not apps). There’s a thin line and understanding between Customer Service and Support.
Take NitroDesk, the developers of Exchange for TouchDown, they are most notable for their speedy and excellent support & service; see user reviews. But that demand adds strain and could alter developer focus. Developer customer support should be regarding true bugs and issues with their apps.
The Larva Lab developers recently compared the amount of customer support inquires on Android to that of iPhone and the result is tenfold. Apple handles all of the payment related issues whereas Google offers virtually none and leave it to customers referencing FAQs (which the natural customer would just contact the developer as its so easily available via the Market). In many cases, Apple would refer to the developer for issues then answer the customer offering a layer between customer and developer.
On another perspective, this model could work for some who are equipped and desire to interact with customers to possibly pitch more products and services.
What are your thoughts on Google’s lack of many things in to Android Market… true customer service representation being one? Comment below: