Level 7 should be replying to Reviews on Playstore/AppStore. Whenever an app starts growing, it just doesn't care about the reviews anymore. It is what decides whether users will click on the download button or not. The replies are mostly auto-generated text which 90% of the time are dumped without even seeing the issue the user is facing. The most common is, "Please contact us on customercare@xyz.com". This is very bland and seems to be written by a bot. Instead, it could be written as "Oh no! We didn't want you to face this issue. Could you drop an email on customercare@xyz.com, and a little more info about the issue, and we will contact you ASAP and fix this issue. Pinky promise!" which seems like it is written by an actual human and someone who actually cares about the review. This helps prevent the loss of users and some might even give it a second chance. I always try to curate a reply to my reviews, this helps me understand the issue and see things from the user's perspective as well.