Buffer, the app that helps individuals and companies schedule social media posts and curate content, has had customer service at the heart of its offering since its inception. In fact, The Buffer Vision, as described on the website, begins with this statement: "Our vision at Buffer is to build the simplest and most powerful social media tool, and to set the bar for great customer support."
The company has a loyal following of more than two million daily users, and one of those customers - a former rodeo queen, hobby novelist and animal lover - is now bestowed the title of Community Champion. Nicole Miller spent some time with me and Dan Moriarty for Episode 4 of the Focus on Customer Service Podcast. Some of the most quotable moments of this episode include:
- "We view every interaction that comes our way - every single tweet, email, question, mention - as a real privilege to know that someone has taken the time out of their day to think about us or get in touch with us."
- We really want to make sure that each interaction is special and unique and as happy as possible."
- "We really look at customer service as happiness, and that frames all of what we do."
- "Value each one-on-one interaction with your customers."
- "If you just take that extra minute, it can really turn things around even in potentially negative situations."
As a reminder, brands featured on the Focus on Customer Service Podcast must be nominated by one of their customers. To nominate a brand that has amazing customer service on social media, just tweet using the hashtag #FOCS.
Here are the highlights of Episode 4 and where to find them:
(1:55) Nicole's background and how she landed at Buffer
(3:59) Buffer's philosophy toward customer service
(5:00) The types of questions Buffer receives and how they track customer input
(7:35) The Buffer social care team structure
(9:35) Buffer's 10 Key Values and how they play a role in hiring
(10:57) The key metrics that Buffer looks at to gauge success
(13:15) How Buffer trains its employees on social customer service
(14:54) The popular #bufferchat and how it helps scale customer interactions
(17:17) Nicole's advice to companies trying to do social customer service well
Buffer was nominated by Jason Keath. Have you experienced awesome customer service on social media? If so, please nominate the brand by sending a tweet using the hashtag #FOCS and we will reach out to feature them in a future podcast.