Case Study: Basecamp achieves organized, scalable social customer support with Buffer

Why Basecamp Chose Buffer

Basecamp’s 14‑person support team manages social care for a brand with about 121K Twitter followers, but their in‑house tool made Twitter support feel like a side chore and lacked the process and features needed to engage customers deeply. After reading Hug Your Haters, the team realized they needed a more robust solution to turn social interactions into meaningful conversations.

Buffer provided threaded conversations, customer profiles, powerful filters and team features (presence and collision detection) that organized work and reduced noise. Basecamp onboarded all 14 team members in under a week, increased their Tweets and DMs while keeping interactions responsive and report a calmer, more efficient workflow — delivering better customer conversations on social.

Basecamp

Joan Stewart

Senior Customer Support