What do you like best?
Buffer Reply does an amazing job of aggregating all of your private messages, mentions, and comments into one place. It was nearly impossible to miss a conversation with Buffer Reply, because each one is has its own thread devoted to it, which you have to check as "Closed" once you've addressed it. Assigning messages to other team members was incredibly helpful for those times when I wasn't sure of how to respond to a particular message, allowing me to easily punt it over to someone with more expertise in the given subject. They had some really intuitive keyboard shortcuts, saved replies features, and wonderful emoji integration.
What do you dislike?
The biggest drawback of Buffer Reply is simply the fact that it is not integrated with Buffer itself. If this service had been included in Buffer, it would've eliminated the need for someone like me to jump between platforms to address all of my social media management needs.
Additionally, at times it was a bit overwhelming to have ALL of my messages in one place. It would have been nice to be able to separate the messages by platform (e.g. Facebook vs. Twitter) or by conversation (instead of separating each individual response, I wish I could've seen all of the comment replies to a particular comment in one thread).
Recommendations to others considering the product
This works really well for brands that are managing several audiences from different channels. If you are a smaller company with only one or two sources of engagement, this might be too robust for your needs.
What business problems are you solving with the product? What benefits have you realized?
We were really looking for something that allowed us to respond more efficiently and more effectively to our audiences. We found that we were missing things in using engagement systems on native platforms, which is why we explored Buffer Reply as a solution. Using this platform has given me perspective on just how many different sources of engagement there really are and how beneficial it is to our brand to find and respond to all of these messages.