Sometime last night, Indian time, social sharing tool,
Buffer was hacked send shockwaves across loyal users round the world.
To quote from this story at CSO blogs by David Lewis twitter - @gattaca - “It turns out that the
social media aggregation site, BufferApp.com, was compromised earlier today. A
significant number (actual number unclear as of this writing) of users had
their accounts taken over by nefarious types who then took to sending our spam
posts via that linked Face book and Twitter accounts”.
Buffer chose to respond swiftly – pat came a mail from Joel
and the Buffer team, which clearly laid the facts to the users. A reality statement,
and what was being done to set things right – to make sure the customers did
not suffer.
Intent for customer delight does not end there. This blogger
sent a tweet to Bufferapp raising doubts the payment security, and also the customer usage status.
The response from the @Buffer twitter handle was almost instant, again reiterating facts and the present situation.
Buffer sure comes out a winner in crisis communication, and
more, a good example of how swift the response on platforms like twitter ought
to be.
May there be more brands that respond like Buffer. Sure a win in customer response real-time.
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