“I always love it when we get an App Store review and they shout out someone on our team — if people start reading about great customer support again another reason why people might download the app in the first place.”

Great Support Reviews in the App Store Are Both Retention and Acquisition

Named shout-outs to support agents in App Store reviews create a compounding trust signal. A potential customer reading reviews sees not just product praise but evidence of a specific human who cared. This differentiates from competitors whose reviews say nothing about support quality. Captions systematically celebrates agent call-outs internally in its #c4l Slack channel to reinforce the culture that generates them.