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See why Basecamp chose Buffer

We spoke with Joan Stewart, Senior Customer Support at Basecamp

Challenges

Before the switch, the team at Basecamp had built and maintained an in-house solution for their social customer care needs. While basic functionality was supported, it did leave a bit to be desired.

“With our in-house app, conducting support on Twitter sometimes felt like a side chore, rather than a place to really connect with our customers”, says Joan.

It was after reading Hug Your Haters, a book on customer service, that the team at Basecamp realized they could be doing so much more to engage with their customers on social.

And while process is always an important part of any successful support experience, it was the lack of a more robust solution that was truly holding Basecamp back.

Solutions

Buffer is helping the Basecamp support team stay organized and do more in a few key areas, including:

Threaded conversations – mentions and direct messages from customers are grouped into a single thread (much like a case or ticket). This makes resolving customer inquires on social much easier, without the need to always bounce customers to others channels (like email or live chat).

Customer profiles – past conversation history, social bios, and more, help team members connect the dots across multiple interactions and reply quickly.

Basecamp user image
“Buffer helps us cut through the noise, making our Tweets and DMs feel like natural conversations.”
Joan Stewart, Senior Customer Support at Basecamp

Powerful filters - these help the support team separate the social chatter from their wildly popular Signal v. Noise blog, and the customers seeking support, so they can focus on the conversations that matter the most to them.

Teams – features like built-in user presence, to see when a teammate is online, and collision detection, to ensure two teammates don’t accidentally reply to the same thread, help make social support at Basecamp a team sport.

Results

With Buffer, the team at Basecamp now has both the process and solution in place to create a truly great customer experience on social.

In less than a week, Basecamp was able to onboard a team of 14. As Joan noted, “we simply invited everyone to our Buffer account and encouraged them to try it out on their next Twitter shift. It didn't take too long for us to decide that we wanted to stick with Buffer.”

Though the team has increased their engagement on Twitter, sending far more Tweets and Direct Messages than before, “everyone has commented on how much calmer their day feels”, notes Joan, which is true testiment to the simplicity and organization of Buffer.

“We wanted to find a solution that was pleasant to use and would help us have better conversations with our customers – Buffer fit the bill.”

Some of Basecamp’s favorite features
Here’s some of the features the team at Basecamp usesto create a best-in-class customer experience
Conversation Threads
Neatly threaded messages for easy to follow conversations
Inbox Filters
Smart filters and rules for a noise-free inbox
Team Support
Assignments, notes and more, for teams to collaborate better
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