Buffer Reply updates
Buffer Reply updates
buffer.com/reply

Reply is closing down on June 1st.

 

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We published this blog post to share more about our decision.

If there's anything we can do to support you in your last month within Reply, we'll be here to help at hello@buffer.com


Beyond what’s in the blog post, we wanted to share a few more details with you:

Billing Information: You have already made your final payment to Reply, and there will be no other charges for your Reply plan.

Alternatives to Reply: If you’re looking for another tool to help you manage your customer support over social media, we have a few ideas:

  • Sparkcentral — Sparkcentral enables social engagement teams to deliver frictionless customer service on Twitter, Facebook, Instagram, WhatsApp, and more, making digital engagement with your brand memorable

  • Zoho Desk — is an award-winning context-aware customer service software that helps support teams deliver timely help to their customers across channels like email, phone, chat, social media, and more

  • Zendesk — Allows your business to have natural conversations with your customers, without letting them feel what’s going on behind the scenes. It’s sophisticated enough to meet complex needs and simple enough to let you get up and running immediately.

  • Freshdesk unifies conversations from email, phone, web, chat and social, and helps you resolve issues across channels effortlessly. It allows you to automate workflows, offer convenient self-service options, manage SLAs, and generate reports all in one tool. Freshdesk starts free.

  • Happy Fox offers integrations with Facebook, Twitter, email, text and phone. Their most popular features include canned responses, bulk actions, work schedule, ticket templates, smart rules and real-time reporting. Happy Fox starts at $39/mo.

  • Kayako connects the dots between your support channels, your customer's information, and your team. It supports email, chat, Twitter and Facebook. Kayako starts at $15/mo.

I’m so sorry for how this transition may be disruptive for your team and the work you’re doing. Again, we’ll be here via hello@buffer.com to answer questions and work with you in any way you need.

Best, The Buffer Team

Add notes to customers' profile

 

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Providing a personalized experience is great way to make your customers love your brand.

You can now add notes to a customer’s profile to help you with that!

You can also use this space to store your customer's email address so that you can more quickly find them in your company's database, without asking for their email address again.

This is a small but handy improvement that we hope to build upon to let you store more information about your customers.

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Improved loading time for reports ⚡️

 

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We've made some technical adjustments to get make reports load up a whole lot faster for you, especially if you're a heavy user with lots of data. Thanks for your feedback and your patience!

Buffer Reply for Android is here 📱

 

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Wahoo! You can now use your Android device to triage and reply to messages on-the-go with our brand new Android app!

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Download Buffer Reply from the Google Play store.

For our iOS friends: We have an app for you too! Grab it from the iOS App store here.

We have a mobile app! 📲

 

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Exciting news! You can now use Reply on the go! 🎉

Reply for iOS is available to download from the App Store.

We're thrilled to offer a companion to our web app that allows you to triage and reply to conversations wherever you are.

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For our Android users: 👋 We'll be releasing an app for you very soon. In the meantime, if you're interested in early access and sharing feedback, feel free to sign up here.

Undo a Reply 😅

 

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Ever get that sinking feeling after hitting send on a reply? You can now undo a reply immediately after sending it, in case it was a mistake or you want to rethink it!

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If you hit Undo in the green confirmation popup, we'll take you back to your reply so that you can make any edits. No sweat!

Save more time with Saved Replies 📖

 

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Yay! You can now save replies to common questions and conversations, so you don’t have to search around for snippets or type up the same message, again and again.

To create your first saved reply, go to Settings, then Saved Replies. Or feel free to check out this short guide in our knowledge base.

Easily connect Instagram accounts 👍

 

Improvement

 

 

Exciting news! You can now connect an Instagram account with just a couple of clicks. To connect an account, go to Settings, then Social Accounts.

More context for your conversations 👀

 

Improvement

 

 

Last week we made some handy tweaks to your contact sidebar, to help you see more context of your contact conversations. (What a mouthful! 😝)

  • A timestamp now shows when other conversations were last updated. At a glance, you can see if their last contact was this week or 6 months ago.
  • You can now see the status (open, pending or closed) of other conversations. This makes it easy to see if another thread or conversation is currently open with a contact.
  • We show a little reply icon to indicate if you've sent the last reply in a conversation.

Support for Czech language automations 🇨🇿

 

Improvement

 

 

You can now route, assign or tag conversations that are in Czech. Skvělý!