How to Push Users to Update the App (When Old Version Causes Issues)
🎯 Purpose:
To guide users facing issues due to outdated app versions and ensure they update to the latest version to place orders smoothly.
🪜 Step-by-Step Process
🧠 Step 1: Identify If the Issue Is App-Version Related
Common signs:
-
User says:
“I’m not able to place an order”
“My screen is going white”
“App not loading properly”
These issues typically occur when the user is on an outdated version.
Ask:
“Can you confirm if your app is updated to the latest version from the Play Store or App Store?”
📲 Step 2: Suggest an App Update Politely
Say:
“Looks like the app version you’re using might be outdated, which can cause such issues. Please update your Cashkr app from the Play Store or App Store.”
🔗 Step 3: Share Direct Download Links
Send this based on the user’s phone:
-
Android (Play Store):
“Please search ‘Cashkr’ in your Play Store and tap ‘Update’.”
-
iOS (App Store):
“Please search ‘Cashkr’ in your App Store and tap ‘Update’.”
Send via WhatsApp/SMS/email as per the user’s contact method.
📞 Step 4: Offer Help If User Isn’t Sure How to Update
Say:
“Open the Play Store or App Store, search for ‘Cashkr’, and press the ‘Update’ button. If it says ‘Open’, your app is already updated.”
📝 Step 5: Log Resolution (If Solved)
Once the user confirms that the app is updated and the issue is resolved, make a CRM/internal note:
“Issue due to old app version — resolved after update.”
✅ Best Practices
|
✅ Do |
❌ Don’t |
|---|---|
|
Always send latest download link |
Don’t ignore app version when troubleshooting |
|
Be clear and supportive |
Don’t blame the user |
|
Confirm post-update status |
Don’t close case without confirming resolution |