Carolyn Kopprasch from Buffer is on the show this week. We talk about what makes Buffer’s customer support team rock. She gives out some great advice on apps they use and how to get work done in beastmode.
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This is really great! The stories are so inspiring, especially the one about the woman with cancer – A+ customer support!
Nice job Carolyn and Chase!
Thanks! I’ve got to get Carolyn back on the show just to tell some more stories.
Hey Carolyn, thank you so much for mentioning TwitSpark. 🙂
Keep rocking at Buffer!
– Davy
Question about folk’s experiences with support ratings!
If you’re doing support right, it doesn’t seem difficult to stay >90 or even 95% positive on responses. But a never-ending list of accolades and pats on the back don’t help you improve your support at all, and I refuse to believe there isn’t room for improvement. Has anyone had any success on getting feedback regularly to actually try to improve what you’re doing?
We’ve contemplated sending out a short survey, but that seems like the opposite to friendly…
Also wanna throw out there how awesome the team at Buffer is. I contacted them back in January about the happiness report and received a response in less than 10 minutes, when I’m not a customer and emailing in the middle of the day Australian time (when most of the US is asleep). Really impressive!
I think the positive responses are good from a morale point of view. It’s great to hear what people think about how I’m working with them. It’s kind of a mini-survey with instant results.
Beyond it, you could try sending out a short survey (the shorter the better). I’d definitely be interesting in how that goes! Nothing like trying new things. 🙂