This guide provides a fast explanation of how to reply to end user feedback in Google Play and iTunes.
How to reply to end user feedback on Google Play
First of all, you will have to log into your Google Play account at play.google.com/apps/publish.
Please enter your credentials in order to be able to log in. First enter your email address.
Afterwards enter your password:
After you log into your account, please click on the "Ratings & Reviews" tab. To be able to reply to an end user's feedback, please click on the field called "Reply to this review", as shown in the picture below.
How to reply to end user feedback on iTunes Connect
With iOS 10.3 came the possibility to respond to reviews and feedback on the iTunes Store.
Start with logging on to your iTunes Connect developer account at itunesconnect.apple.com/login.
After login, choose "My Apps" and the app you want to manage reviews for.
Navigate to "Activity" on the top bar and choose "Ratings and Reviews".
You will now have an overview of recent reviews and can choose to reply in the right side of the review.
The end user will receive an email notification that you (developer) have responded to their review.
PLEASE NOTE: you will need access to "Customer Support" in iTunes Connect in order to respond to reviews.