Nov 20, 2017
This week Ciaran talks with Joshua March, the founder and CEO of Conversocial, a leading social customer service solution used by hundreds of the world’s biggest brands to deliver enterprise-scale customer service through social media and mobile messaging platforms.
A renowned expert in social media and customer service, Joshua has been featured on Bloomberg, CNBC, Fox Business, and the BBC. We discuss Joshua's soon to be released book called "Message Me. The Future of Customer Service in the Era of Social Messaging and Artificial Intelligence" As the digital landscape rapidly changes beyond recognition, what does the future of customer care have in store? As an executive, what do you need to be doing today to ensure you're ready for tomorrow? Message Me is an incredible read and we really enjoyed reviewing it. Joshua explores the concept of effort in service and the growth of messaging as a service channel which delivers on the customers demand for instant communication without the hassle factor.
We discuss the role of Bots and AI in providing customer service and discuss how these new and developing technologies will impact on the future. Gartner predicts that, by 2019, requests for customer support through consumer messaging apps will exceed requests for customer support through public social media, and Messenger customer chat directly reflects this trend, offering an invaluable resource for brands catering to the next generation of consumers. Is your brand on board with this development? Listen in to this week's episode and discover a new, exciting and very scaleable vision of the future for your brand's customer service efforts. Useful Links. Message Me will be out in time for Christmas. If you would like to get notified of its publication date, please visit http:://www.joshuamarch.com and register your interest. Message Joshua: @joshuamarch For more information on Conversocial visit conversocial.com