Not only do the Buffer’s Customer Advocacy Team closes tickets faster by avoiding miscommunication, but they also feel like they increase customer happiness by removing frustration. Using visual explanations give them the opportunity to provide a warmer and more attentive experience to their customers. It also establishes a personal relationship with their customers and can diffuse any potential tension.
‘It's always an extra delight when the customer is so impressed that they send you a GIF back or when they call us by name. This connection also brings down the frustration level of the customer, because they realize that you're a human and that you're really in this alongside them.’ adds Darcy, Customer Advocacy Lead at Buffer.
Frustration is also removed on the Customer Support side too. It’s easier to send screen recordings and annotated screenshots than having to write down long explanation.
* Based on our customers usage, we estimate that each drop (including a video recording, a GIF, an annotation) saves you about 90 seconds on average.