In the world of web services it is incredibly rare to find a service that contacts users and service them without automatic systems. That’s why when I received an email from bufferapp letting me know I could reply to it and have someone directly answer any questions or comments I had I was delightfully surprised… and apprehensive. Were they really going to answer me if I wrote to them?
Then one day I received a notification of a new service they were adding to their mobile app and Joel (a co founder) wrote at the end that they were going to be replying to emails for a few hours to check the feedback for this service or any other comment or question. I was genuinely touched by the way the email was written, it wasn’t generic or disconnected like the usual email from a web service. I felt like they were really talking to me.
So I wrote back to let Joel and/or other bufferapp employees that I really liked and appreciated that. A couple of hours later I received a reply thanking me for my email and letting me know that whatever I needed I could contact them and someone would always answer. One of these cool people actually reads and replies to your email.
I am all for great customer service and this is a product that has that. If you want a great app to post to twitter, consider this one.
*Just in case it’s not clear, bufferapp DID NOT endorse this post.