joeross.me

Buffer

Apr 20, 2014 ∞

Buffer CEO Joel Gascoigne's blog

Buffer CEO Joel Gascoigne’s blog

Joel Gascoigne is a co-founder and the CEO of Buffer, the most powerful tool for sharing and scheduling stuff across multiple social networks. It’s a great service and one I use almost daily. But more importantly, Joel’s thoughtful blog is a great way to read about how he and his co-founder, Leo Widrich, run a successful startup.

Apr 11, 2013 ∞

What Bad Customer Service Costs Your Business

What Bad Customer Service Costs Your Business

Buffer, the service that will schedule your social network posts to go live throughout the day, also happens to have a wonderful blog. They focus on productivity and customer service.

Buffer’s customer service is excellent: I emailed them asking why I have to select publishing times for Twitter, LinkedIn, Facebook, and other services individually instead of setting a global schedule for all services, and they replied within the hour.¹ The infographic they posted was created by HelpScout, the folks who do Buffer’s customer service, so know where to find this data.

The takeaway? Customer service is absolutely as important as feature development and marketing, and not enough companies know that.

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1. Note that it’s not always wise to set a global publishing schedule, as each service has its own peak times-of-day for usage, but I’m only sharing a smattering of links that are interspersed with “direct” posts I manually do all day, so it’s not a concern for me. ↩