We Gave Our Community the Keys To Our Twitter Account
In February 2016, Buffer was gearing up for launching Respond, our new tool to provide great social media customer service. They mapped out marketing plans, collaborated with engineers and product managers, and gave six volunteers full access to our @buffer Twitter account.
11 August 2016
| Lacey Glave
|
via
Buffer
"In February 2016, Buffer was gearing up for launching Respond, our new tool to provide great social media customer service.
We mapped out marketing plans, collaborated with engineers and product managers, and gave six volunteers full access to our @buffer Twitter account.
The idea to invite community member volunteers into our social media was meant as a short-term initiative, but it turned into something better: A new kind of community that has reshaped our Twitter strategy.
So what happens when a customer service-obsessed startup turns the support over to its community?
Hatching the idea of ‘Community Helpers’ Our Chief Happiness Officer, Carolyn, crafted the original idea of the Twitter Squad.
Although we weren’t sure if this was the birth of a new program or simply an experiment, we went for it!
We were hoping that the Community Helpers could help us with:
Triaging support tweets to our Twitter Heroes
Replying to blog post shares
Sending love back to folks who spread #BufferLove
The Hypothesis:
With community members giving us a hand, Heroes could spend more time on troubleshooting tweets and our response time would be lower, providing a better experience to our customers."
We mapped out marketing plans, collaborated with engineers and product managers, and gave six volunteers full access to our @buffer Twitter account.
The idea to invite community member volunteers into our social media was meant as a short-term initiative, but it turned into something better: A new kind of community that has reshaped our Twitter strategy.
So what happens when a customer service-obsessed startup turns the support over to its community?
Hatching the idea of ‘Community Helpers’ Our Chief Happiness Officer, Carolyn, crafted the original idea of the Twitter Squad.
Although we weren’t sure if this was the birth of a new program or simply an experiment, we went for it!
We were hoping that the Community Helpers could help us with:
Triaging support tweets to our Twitter Heroes
Replying to blog post shares
Sending love back to folks who spread #BufferLove
The Hypothesis:
With community members giving us a hand, Heroes could spend more time on troubleshooting tweets and our response time would be lower, providing a better experience to our customers."
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