Today’s interview is with Joshua March, Founder and Board Director of Conversocial, a digital care platform for social messaging, and also author of Message Me, a book about the future of customer service in the era of social messaging and artificial intelligence. Joshua joins me today to talk about some recent research that Conversocial just released, the overall state of digital customer care, what the future of messaging and customer care looks like and what we should be doing about it.
This interview follows on from my recent interview – Real competitive advantage in customer experience comes from understanding customers and what drives them away – Interview with David Avrin – and is number 312 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Joshua:
Joshua March is the Founder and Board Director of Conversocial, a digital care platform for social messaging. Conversocial helps hundreds of major brands transform their customer service by investing into social messaging channels (including Facebook Messenger, Twitter, WeChat etc), enabling them to deliver a better customer experience with decreased service costs. Customers include Google, Hertz, Tesco, Barclaycard, Macy’s, and many more.
Joshua is also the author of Message Me, a book about the future of customer service in the era of social messaging and artificial intelligence, available on Amazon now; and previously founded leading social application company iPlatform, one of the world’s first Facebook Preferred Developers, which was acquired in 2012.
A renowned expert in social media and customer service, Joshua has been featured on Bloomberg, CNBC, Fox Business, and the BBC. Having started his career in London, Joshua now lives New York.
Thanks to Pixabay for the image.