Apple announced a new Customer Support role on iTunes Connect which will allow developers to hire someone to respond to customer reviews in the App Store.
The Customer Support role is a great way for developers to make sure someone responds to questions, comments, and concerns that are left in the App Store 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.
Apple allowed for developers to respond to App Store reviews in iOS 10.3 and macOS Sierra 10.12.4. With the new role added, developers can offer better service to App Store users.