The BufferApp Welcome Email

Joel and his team are awesome. They make a great product and make great decisions when it comes to their customer support. They also do great emails for buffer updates

--------------------------------------- Hi,

I hope all is going well with you! I'm super excited to share the news about a big new Buffer feature. You'll now be able to track analytics in real time for each of your social media posts to know exactly how much impact they have had.

The following analytics are in your account now:

For your Tweets: number of clicks, retweets, mentions, favorites and reach. For your Facebook posts: number of clicks, likes, comments, shares and reach. For your LinkedIn posts: number of clicks, likes, comments and shares. Check out this blog post to get more juicy details about how the new Buffer analytics work.

It'd be awesome get any thoughts you have on the new real-time analytics feature or how you use Buffer in general. Just hit reply to let us know.

- Joel and the Buffer Team

P.S. The whole Buffer team (check out this picture of us! :)) is sitting here and we are waiting eagerly to hear about your thoughts and ideas. We'll be around to answer all your emails for the next few hours. Drop us a line!

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My notes:

- from the team - they are sticking around after sending the email to answer requests - New feature description is short and sweet

That's well done.

You can split the product intro email and the personal intro from the CEO email, by the way. Stagger the CEO email by a bit and deliver it as text only, and many users will perceive it as if the CEO had just mailed them personally.

e.g.

Hiya,

I saw you signed up for the free trial the other day. My name is Patrick and I'm the founder of the company. Drop me an email any time if you have a question or need anything.

I know one guy who puts "Sent from my iPhone" on it but that strikes me as being more aggressive than I'd care to do. (If you don't like the "I saw you signed up for" verbiage then a) email this email to yourself, rather than to them, and b) copy/paste the text into a new email to the email address called out at the top. Then everything is literally true again.

Joel and his team are AMAZING at this kind of stuff. My favorite is how at the end of every email blast they send, they put a PS at the bottom that says feel free to hit reply, they're standing by for the next few hours to answer all replies to that email.

Actually, it's terrible and nothing like the Buffer email. This one is impersonal and it's all me, me, me... all about the project and the company, not the customer. And "I think you signed up a couple weeks ago now..." sounds bizarrely vague. I mean, do they know I'm a customer or not? Have they paid any attention to me? Apparently not. And then they expect feedback about their product. This could've been phrased much better so the focus was on improving the customer's experience or resolving their problems.

@neebz: I understand why you didn't like that email, although I wouldn't equate it with the Buffer one

I really like how the message they put on the end of the email about how they will stick around and answer any customer emails. I actually took up their offer and emailed them back to let them know I like the product but it wasn't solving enough of a pain point for me to upgrade it. They got back to me immediately and said they'd keep working hard to solve that pain point for me.

I'm actually considering doing something similar in my next email newsletter, cause that's awesome customer service.