Apple has updated the iOS and macOS digital storefronts to allow App Store developers the ability to replay directly to user reviews. The new system will allow developers to post a public response right below a review.
It's a first for the App Store, which hasn't previously allowed developers to reach out to customers who are experiencing problems or expressing criticisms, meaning several negative reviews went unanswered by developers.
Following a response, a reviewer — who has reviewed the app after updating to either iOS 10.3 or macOS 10.12.4 — will be notified by email of the reply and also given a link to either update their review or contact the developer directly. This will be useful for trying to solve technical hiccups, but will perhaps also be used to hurl invective, because it's the internet.
To try and stop this happening, Apple has offered a set of best practices for communicating with your customers.