Case Study: Songkick achieves faster response times and scalable social support with Buffer

Why Songkick Chose Buffer

Songkick, a platform used by over 15 million music fans to track artists and discover concerts, faced support overload during peak concert seasons. Surging social messages exposed limitations of native Twitter—only a few staff were comfortable managing it, searches were unreliable, and the team lost track of incoming queries, producing longer wait times and frustrated fans.

Songkick trialed and rolled out Buffer with training, enabling the whole team to share workload through a unified inbox and threaded conversations. Built-in reporting let them benchmark and improve performance, and new Messenger support (integrated with their Help Center) cut reply times; social media is now Songkick’s flagship support channel.

Songkick

Kalyn Dobbs

Senior Customer Support