Case Study: Buffer achieves scalable customer collaboration and feature validation with UserVoice

Buffer’s key to success: Scalable customer collaboration to build a winning product

Buffer is a social media scheduling and analytics platform known for its transparency and user-focused culture; by 2016 it had grown to more than 3 million registered users. As the company scaled, it needed a transparent, scalable way to collect product feedback, prioritize feature ideas, and ensure engineering resources were spent on work that solved real customer problems rather than internal assumptions.

Buffer adopted UserVoice to gather qualitative feedback, validate requests, and surface community votes and context for prioritization. This process—illustrated by the customer-driven development of video support for Twitter—helped Buffer reduce wasted engineering effort, build features customers actually wanted, and maintain strong customer collaboration and satisfaction as the product scaled.

Buffer

Tom Dunn

Customer Development and UX Researcher