Customer support thoughts

Dave | @ Buffer

It's fair to say that not many people grow up dreaming about working in customer support. It's not the typical aspirational career path! Indeed, some see a customer support role as a stepping stone to something else, a gap...

Dave | @ Buffer

📖 Care to read this article and more Buffer culture content on our Open blog? Launching a new feature is an exciting time at Buffer; it's the culmination of days, weeks, and sometimes even months of work. There's lots of...

Daniel Siemaszkiewicz | @ Buffer

Learning how to support users can be a serious crash course. Even if you’ve been doing the same line of work for other companies, learning the nuances of your new company’s software and how to navigate customer questions i...

Daniel Siemaszkiewicz | @ Buffer

Have you ever been blown away by the short amount of time a support team has responded to your inquiry only to be left waiting days for subsequent replies? It definitely happens. It’s not rare to see a support team lean in...

Juliet | @ Buffer

Imagine that you are the only support specialist online today in the Australia time zone in your company. You are trying to help multiple customers with questions that you’ve never come across before, and you can’t ask you...

Cheryl Dzifa Appiah | @ Buffer

Our Customer Satisfaction (CSAT) standard is 94% this year, and we keep our team members aware of our progress by publishing a CSAT report monthly. You might be wondering, ‘Isn’t the CSAT gold standard 80%?” According to M...

Mel | @ Buffer

Empathy is a powerful way to build trust, but leaning in too far can also backfire. How can we use empathy effectively to enhance the customer support experience? "the action of understanding, being aware of, being sensit...

Dave | @ Buffer

Have you ever looked back at a moment or event in your life and realized that it was an impactful turning point? I just recently had that experience. A couple of months ago, a change to my main role at Buffer prompted me t...