How Buffer collects and works on customer feedback
“We switched over from a hacked-together system of Trello, Typeform, and Slack - and we couldn't be happier. We feel much closer to our users.”— Michael Eckstein, Buffer
Challenge
Buffer is a social media and organic marketing management tool, with more than 150,000 users. We are big believers in a customer-first approach, and we like to be as transparent as possible with our users and the broader community. We had a transparent roadmap for a long-time, but it wasn't up the standard we knew we
Some of the issues we had included managing duplicate feature requests, keeping all of our users informed of product updates, and tying feedback from users to the rest of our data.
Impact
FeatureOS enabled us to centralize, organize, and respond to customer requests in one place. There are a number of other tools that are similar but we chose FeatureOS because:
- FeatureOS team was very responsive to our feedback. They even built a new feature for us!
- FeatureOS pricing felt reasonable for our needs.
- FeatureOS offers a number of powerful integrations.
- FeatureOS product felt intuitive.
We switched over from a hacked-together system of Trello, Typeform, and Slack - and we couldn't be happier.
We feel much closer to our users and our community appreciates the real-time feedback they get from us.