Buffer Case Study
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How Buffer's customer advocacy team uses Zight to add a personal touch that delights customers.
Key Success Outcomes
Where Buffer saw the most impact
The Challenge
Buffer's Customer Advocacy team handles 200 to 400 customers a day and needed to explain solutions clearly without the back-and-forth that typing answers tends to create.
"It's always an extra delight when the customer is so impressed that they send you a GIF back or when they call us by name."
Darcy Peters — Customer Advocacy Lead, Buffer
The Zight Solution
The team records their screen with audio to confirm which of two likely causes is the real problem, then sends annotated screenshots and videos for instructions. For a hard ticket, an advocate will turn on their webcam to make an apology or explanation feel sincere — and sometimes sends a GIF as a small surprise-and-delight.
The Results
Buffer closes tickets faster by avoiding miscommunication, and advocates say the personal touch — being seen and heard as a human, not a script — visibly lowers customer frustration.
See what your team could measure.
Zight is free to start — no credit card, no install required to receive a recording.