Product Update: Facebook comments, New Slack integration and reporting updates

Our team is kicking off 2017 with a bunch of great new improvements and updates just for you.

Let’s dig in :-)

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Product Update: Help Scout Docs integration, report updates, search and automations

November has been a huge month for Buffer and our incredible customers! Though the holidays are just around the corner we’re continuing to improve the Reply product and experience at a blistering pace.

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Buffer Reply is almost here: see whats new

When we first shared the news, we mentioned we’d give you more details about what’s new in the coming weeks.

Well today is the day and we’re sharing with you some of the new things you can expect to see in Buffer Reply. We think you’re really gonna love em’.

And if you’re interested in trying it out before it launches (and haven’t already), you can request early access here.

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Social Media Customer Service: 15 Support Pros Share Their Best Advice for Getting Started

How important is it to provide great customer support on social media?

According to a J.D. Power survey, 67% of consumers have used a company’s social media channels for customer support.

And when they do, they expect two things: a quick response and high-quality service.

We talk a lot at Buffer about customer happiness, and it’s because we truly believe in it. Here’s how our co-founder Leo Widrich puts it:

Customer support is the very rare opportunity to connect to your customers on an emotional level. You can’t do that in any other way.

And while there are a growing number of other awesome companies who feel the same way we do, there’s still a pretty big gap between what customers want from social media customer service and what many brands are delivering.

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Buffer Reply Is Coming Soon 🚀

Hi there,

Today I’m thrilled to share some exciting news with you!

Over the last three months, our team has been hard at work on the next major release of our social customer service tool, purpose-built for customer support teams.

We’re calling it Buffer Reply and it will officially be launching in late October 🎉

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Why we’re transitioning to email login (and what it means for you)

TL;DR - We’re transitioning to email login on September 16th. You won’t have to authorize your personal Twitter account each time you log in anymore. And this GIF will show you how to get set up in less than 10 seconds 😃

Providing the best possible experience for our customers is core to our culture here at Buffer.

But since we launched earlier this year, our customers have consistently experienced confusion and some frustration around two things: our Twitter sign-in flow and inviting team members by using their personal Twitter handle.

We wanted to change that.

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Product Update: New Tagging, Overhauled Conversation View, and More

This week our engineering team has been laying the foundation for our entirely redesigned conversation experience and support for our new tags feature. Yep, it’s going to be an awesome update!

Let’s dig into what we’ve knocked out this week, and where we’re headed next

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Buffer’s Secret Sauce: How They're Tackling 10,000 Conversations a Month Through Social Customer Care

With more 3 million users and counting Buffer is growing quickly. Nearly 10,000 conversations flow through its Twitter inbox each month.

With a few new processes, great leadership and a small team of 3, Buffer has still managed to offer fast, effective Twitter customer service with a team of just three. In fact, today the average time to first reply is just 1.5 hours!

But how are they doing it?

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Weekly Product Update

Happy Friday! It’s been another fabulous week here at Buffer with focuses on email login to replace our existing Twitter sign-in, bug fixes, and a lot of work towards an all new conversation view in Buffer Reply. Let’s dive into the details!

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The Story of a Missing Bagel: Or 3 Reasons Why Customer Care on Social Is Exploding

Imagine this: you’ve just ordered your favorite bagels for the office using a hip food delivery app.

Everything bagel with poppy seeds and onions? Oh yea. Warm asiago cheese bagel? Absolutely.

So Good

In no time a bag of delicious bagels are delivered to the office.

Moments later however you make a horrible discovery. The everything bagel with the lightly toasted crunch and veggie cream cheese spread you love so much?

It’s not in the bag. missing. GONE.

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