Analysis of 868 reviews reveals that FreshBooks needs to read between the lines regarding their app functions

FreshBooks offers cloud-based accounting applications to business owners. It seems as though they need to get more familiar with user experience design.

Why do we say this?

The topic “version” occurred in 4% of the reviews and has an average grade of 2,50  / 5. This indicates that it’s mentioned in a negative way. Some customers complained about the new phone version not being that user-friendly, for example, it appears to crash a lot.

This leads us to the topic “classic” that has an average grade of 2,08 / 5 and occurred in 3% of the reviews. It was mentioned that some customers want to go back to the previous version of the app. It seems that some customers perceive the new version to be a downgrade compared to the classic one. There were also complaints about the new version not being as functional as the previous version.

It may be that FreshBooks should try to create a new version of the app that has similar UI as the latest version. That combined with the functionalities from the classic version. As a result, the app might become more user-friendly and appreciated by its users. It also seems that they could be in need of looking into creating a protocol for reporting bugs in a more efficient way.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on GooglePlay.

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