After announcing that developers would be able to respond to App Store reviews back in January, Apple has today created a new ‘Customer Support’ role in iTunes Connect to allow for businesses to assign staff a specific customer service roll to respond to reviews without having full access to the app or linked iTunes Connect account.
As published in the official Apple Developer blog, When a user with a Customer Support role clicks on an app in My Apps, they’ll go straight to Ratings and Reviews where they can respond to customer reviews…
“Now you can give the customer support experts in your organization the ability to respond to customer reviews on the App Store with the new Customer Support role in iTunes Connect. Users with the Admin or Customer Support role have the ability to respond to customer reviews.”
“Your team’s admins may choose to assign only this role to users, or assign this role in combination with other roles. Users who have been assigned only the Customer Support role can access Resources and Help, Users and Roles, and My apps in iTunes Connect. When they click on an app in My Apps, they’ll go straight to Ratings and Reviews where they can respond to customer reviews.”