The Mobile Feedback tickets are generated in two ways:
- when a customer clicks “Send Feedback” from within the app which generates an email form for them to fill out
- when a customer is given the email address due to an Upwork App Feedback they submitted and an Upwork agent gave them the email for assistance
How to Handle Mobile Feedback Tickets
The Mobile App Review tickets are generated when a customer uses the Upwork app on their mobile device; they have an option to post a rating and review the app based on their experience. Once posted, the ratings and reviews are public for all users (or potential users!) to see.
How to Handle Mobile App Review Tickets
To ensure the same voice and tone is being used across all app reviews, follow the below:
- Aim for a consistency in how reviews are written; they should all sound the same, as if ‘Upwork’ as an organization is responding rather than an individual
- The same info for the same comments, regardless who is answering, should be used in responses; same links given, etc.
- Avoid spelling and grammatical issues; add the Grammarly for Chrome extension!
- Always proofread before hitting “solved”; once it’s sent, it’s final
Upwork’s Tone:
- Use ‘We/Us’ rather than ‘I/Me’ e.g. ‘We’re glad to hear…’ rather than ‘I’m glad to hear...’
- No negatives like ‘unfortunately’ e.g. ‘The app doesn’t support X right now, but it’s easily available on the desktop site’ rather than ‘Unfortunately you can not do X on the app’
- Maintain a helpful tone; avoid being too abrupt, as it sounds defensive/critical
- Personalize responses when possible, even if simply just using the reviewer’s name
- Make specific reference to the reviewer’s own points/mirror their language (of course not if they’re cursing!)
- Use ‘customers’ rather than ‘users’ as this mirrors the language used with the BBB and other public-facing material
- Avoid ‘We’re sorry to hear this’ and instead make mention of the specific issue e.g. ‘We’re sorry to hear that you’re having trouble with your notifications’.
- When a full name’s displayed, use the first name/part shown as it’s more personal e.g. ‘JohnSmith123’ = John & AbdulHamazRabin = Abdul
Links to Provide:
- Connection / Loading Issues: App Troubleshooting (external KB page)
- General App Info (and Notifications): iPhone and Android Apps (external KB page)
- Issue related to site/policy and not app related: recommend the customer visit support.upwork.com
- Need to Improve Profile / Lack Of Success: suggest checking out the Community Page
- Issue With Fee Structure: Freelancer Service Fees (external KB page)
Example Responses:
Response: Hi there! Thanks for the 5-Star review - Have a great day, and Happy Working :)
Response: Thanks for your review Hema, and for letting us know you’re having problems with your notifications. Please check out our troubleshooting guide here: https://support.upwork.com/hc/en-us/articles/211064028-iPhone-and-Android-Apps - If you're still having issues, let us know here: android-feedback@upwork.com - We'll be happy to help!
Response: Hey Andrew - We’re glad to hear you’re enjoying the app! Look out for updates in future that will make it even better :) Response: Hi Cristina - Thanks for letting us know you’re unable to load your messages. Please contact us directly at: android-feedback@upwork.com so we can help - We'll get this sorted out for you!
Response: Hi Itschrusciel - We’re so glad to hear you’ve been enjoying your experience with us, and that the platform has been working for you. Regarding the freelancer service fees, they're what helps us to cover the costs of acquiring new clients, connecting you with the right opportunities, and providing services like payment protection and customer support - You can read more here: https://support.upwork.com/hc/en-us/articles/211062538-Freelancer-Service-Fees - Happy Working :)
Response: We’re sorry to hear you feel this way, Gupta - If there is anything specific you'd like us to help with, or take another look at for you, please feel free to visit support.upwork.com - We'll be happy to check it out. Thanks! Response: Hello there - Sorry to hear you feel this way about the platform - It is entirely possible for a customer to use Upwork as both a Client and a Freelancer. If you'd like any help to set this up on your account, please visit support.upwork.com. You can also find out more about our fees here: https://support.upwork.com/hc/en-us/articles/211062538-Freelancer-Service-Fees.
Response: Hi there SnippetBucket - Sorry to hear you feel this way. The app is intended to support, not replace the desktop site, and right now it doesn’t support profile editing - You’ll need to do that on your computer. Here's a list of the current functions: https://support.upwork.com/hc/en-us/articles/211064028-iPhone-and-Android-Apps - If you ever need any help, let us know here: android-feedback@upwork.com - Thanks!
Response: Thanks for your review Victor! We appreciate your feedback. You can check out the app’s currently supported functions here: https://support.upwork.com/hc/en-us/articles/211064028-iPhone-and-Android-Apps. We’re always looking to improve it, and would welcome any suggestions you have for new additions here: android-feedback@upwork.com. Happy Working :)
Response: Hi Achintya - We’re sorry to hear your profile was not accepted. You can update your profile in the future, as you gain more experience outside of Upwork or learn new skills. Once you re-submit your profile, we’ll take another look to see if there sufficient need for your skills and experience in the marketplace. We are pleased to confirm that your data will be stored securely, and wish you the best of luck!
Response: Hi Sayan! We're sorry to hear you feel this way. You can find lots of guidance about how to get started on the platform, as well as support from more experienced freelancers, via our user forums here: https://community.upwork.com/ - If you're having a technical issue, we'd be happy to help - Just let us know at: android-feedback@upwork.com. Thanks!
Response: Hello there! Thanks for the kind words about the app - We designed it with ease of use in mind, so it sounds like it's working as intended for you - Have a great day!