u/Creative-Estate-4708

So, my 3 teammates and I built an app for inventory sync, import/export, and data migration for Shopify and WooCommerce.

The challenge is that there’s already a large app developer offering a very similar solution, and they’ve been in the market for 5-6 years.

Our advantages:

• Lower pricing
• Faster customer support response times. Their process requires users to contact them through a third-party app, and replies can take up to 24 hours.
• Support for customized file formats
• Ability to quickly ship simple new features if requested by clients and if we believe they’ll benefit more users in the future

However, our competitor:

• Has been gaining dozens of 5-star reviews over the past few months. Most of them are very short or sometimes only contain emojis. We suspect they may be offering incentives for 5-star reviews, but doing that ourselves could violate Shopify’s policies.
• Is still the app most people refer to in discussion threads.

We’re also facing these problems:

• We’ve had meaningful conversations with users and genuinely helped solve their issues, but many of them ghost us when it comes to leaving a review. Some say they want to use the app longer before reviewing, but they never follow up afterward.
• Around 20% of users only use the app to extract data from their store. Since we offer this feature for free, they rarely interact with us or respond at all.

Right now, I’m thinking about adding an in-app popup asking for feedback or feature suggestions after a successful task completion, but that’s all I’ve come up with so far.

If anyone has experience dealing with these kinds of challenges, I’d really appreciate your advice.