Thursday, June 6, 2013

Buffer rock at customer service

With the impending death of Google Reader I have been behind in finding a replacement. Some desperate googling and I came across feedly which I think is going to work for me. What I also found was that it had sharing links to buffer. Intrigued I signed up and it looks great for fire and forget posting.

This post is not about the products but the amazing customer service I have received from a free app company. I think we have a lot to learn from startups like this.

I couldn't find an iPad app (which is coming) so I clicked the get support link (in the beautifully worded welcome email) and asked my question. Here's what I found.

  • Email response within minutes! This is a new experience for me. What made it even more impressive is that the email did not appear automated and it answered my question, with personal touches
  • Nice feedback tool embedded in the email signature. They are using Hively and it's so much easier to just click the button than respond to some lengthy email survey after the fact.
  • I was then cheeky and sent back a question on what tech they were using, being impressed with the response and guess what, just as quick an answer with full details and a link to their blog on how they measure their customer service. That is going the extra mile IMHO.
  • The stats BTW are impressive with a team of two they chewed through over 3,700 emails in a month and probably a ton of tweets etc. (there is some interesting stuff in the post on how they are addressing the volumes each month).
  • The fact that they take the time to post the customer response times is refreshing, and in reality has a big impact for me, it shows me that they care and are responsive - a great trust builder.
  • When I did have another support question I used the website and the contact form was an ajax form with a really nice UI and lovely feedback messages when you complete it. So much faster than traditional contact use forms on other pages - nice touch.

Bottom line 

With the small amount of interaction I have had their NPS or CES score would be through the roof. Digging a little further there are a ton of blogs on their approach to customer service, they have truly adopted the philosophy of WOWing their customers (free or otherwise). With emails signed by "customer happiness officers" (and even though I am a cynical Brit, I love this) I can't help but have a really positive reaction to everything Buffer.

This is all about advocacy. Although no one will read this blog I am posting about buffer and telling everyone to use it - simple and effective.

I'm off to read all their other blogs.

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