Operations 042914 What to Do When Your Users Complain in Startup Tech Companies

Published on April 7th, 2015 | by Jose Vasquez


What to Do When Your Users Complain in Startup Tech Companies

Sooner or later, you’ll face some user complaints, but if you know how to handle them, you can turn it into a positive situation.

Building a successful app takes diligence and patience. It’s not something that happens overnight, no matter how good an idea you might have. Even the most awe-inspiring breakthrough concepts of the past decade have only risen to success because of careful planning and fine tuning.

But even with all your plans in order, your app isn’t going to be perfect. You could build your app exactly the way you envision it, and hone it after months of research. No matter what you do, eventually you’re going to face a customer complaint.

So how do you react when a customer complains about your app? Especially in a public environment, like on social media?

First, take a look at what they’re saying. Your response should do three things:

  1. Acknowledge their comment, and demonstrate that you understand it.
  2. Explain the reasons for the circumstances around their complaint.
  3. Indicate your next course of action, if applicable.

If your user is complaining about something minor and fixable, the solution is usually simple. Address their concern, and tell them how and why you’re going to fix it. For instance, if a customer is struggling with a form submission, take note and give a realistic timeline on when it can be fixed.

If your user is complaining about something subjective that might not improve the app, address their concern and explain that the app is still in an early stage, and it’s not in a position for rapid changes yet. Do take note, however. If you see the same kinds of comments coming up multiple times, you might want to consider making a change or addition to appease your users.

If your user is complaining about something you cannot control, do take the time to more fully address the situation. Instead of ignoring them, help them understand the factors surrounding the use of your app.

The bottom line here is always respond. Let your users know you care about what they have to say, and do what you can to turn negative comments into positive opportunities.

Related articles:

Fast Facts on Inbound and Outbound Marketing for Startup Tech Companies
4 Secrets to Great Body Language for Startup Tech Companies
4 Ways to Get New Perspective on Your Product in Startup Tech Companies

About the Author

is a serial entrepreneur and tech specialist dedicated to helping startup tech companies grow and succeed. As the founder of Build. Brand. Blast., Jose has worked with dozens of enterprises to find direction, gain momentum, and achieve results.

20 Responses to What to Do When Your Users Complain in Startup Tech Companies

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  17. Back in school, I’m doing so much learning.

  18. Well done article that. I’ll make sure to use it wisely.

  19. I guess finding useful, reliable information on the internet isn’t hopeless after all.

  20. Angga says:

    i still hold the pt tat it’s an art like creation and art is alwyas luxurious and romantic:Pi just see it as an interesting stuff for ppl to reflect about things happening around us. 搭程巴士去半夜的海邊 is different from having your own private little place which you can travel with. No cost needed! (if u are the creator, haha)

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    Hey there! I’m Jose Vasquez, and I’ve spent my life helping startup technology companies get the direction and momentum they need to succeed. I started Build. Brand. Blast. as a resource for new entrepreneurs to learn the ropes of starting a business and the keys to building something that lasts.

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