Outstanding Customer Service by Buffer

Buffer logoI’m a bigger fan of Buffer today than I was yesterday. Which is quite something because I already liked it a lot.

I didn’t hesitate to drop them an email when their newsletter asked me for feedback and signed off with this genuine plea for feedback:

P.S. We meant that whole “hit reply” bit. We have a lot of fun stuff in the works, and we want to hear what we can do to make the Buffer experience better for you. It’s always incredible to hear from amazing people in our community like yourself. Thanks for making this so fun!

So I asked if they had any apps in the works for Windows 8 or Windows Phone.

(You see, even though I’m ex-Microsoft I still despair when developers ignore these platforms.)

And that’s when I realised I love Buffer even more. Because just 1 hour 16 minute later Leo Wildrich, Co-Founder of Buffer, replied to me in person.

Hi Allister,
Fantastic to hear from you and thanks a lot for the heads up. Oh, great point, unfortunately nothing is on the roadmap right now regarding Windows Surface, I’ll let you know first thing once we have something up and running for you though! :)

Hope that helps! Let me know how you get on and if you have any other questions, I’ll be glad to hear from you.

Best, Leo

Even though they didn’t have the answer I hoped for, they had at least responded and promised to keep me informed should things change.

It turns out this isn’t just a one-off either. The team at Buffer takes great pride in making their customers happy. There’s even a detailed post by Alyssa Aldersley on their blog explaining why their “Happiness Report” really matters. An amazing 56% of emails received a reply within an hour during October, and 81% were dealt with within 6 hours. Read the blog post and learn.

Now that’s great online customer service! Sure it’s a little easier when you’re a young start-up like Buffer. But just imagine what life could be like if a few more companies took customer happiness just as seriously.

Will your company be next?

About Allister Frost

I'm a marketer who helps companies adapt and grow in our digital world. This site is the place where I share my thoughts about marketing, how it's evolving and what great marketers are doing. Let me know what you think.

Posted on November 28, 2012, in Digital Marketing, Social Media and tagged , , . Bookmark the permalink. Comments Off on Outstanding Customer Service by Buffer.

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