See why Basecamp chose Buffer
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.
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.
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.
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.”