This week I talk to Joshua March, founder and CEO of Conversocial, a leading global social media software business specialising in social customer service.
In this episode we discuss:
- How the Conversocial business came to pass
- The key functionality and differentiators within the Conversocial product
- How attitudes have changed towards social customer service since 2010 when Conversocial was founded
- How Tesco jumped on board as an early innovator in social customer service
- The study from Aberdeen Group showing the growth in enterprises offering service via social
- Whether social service is just expected from millennials or a broader demographic
- The differences between offering customer service on social vs other channels such as phone and email
- The thinking behind typical business cases for Conversocial, whether cost saving or valued adding
- The importance of seeing “one view of the customer” when providing customer service
- Integrations between customer service and CRM tools
- The change management and business process review aspects of changing approach to customer service
- Examples of brands in the UK and USA that are managing social customer service effectively
- Which social media platforms are most commonly used to provide customer service
- The importance of messaging platforms to the future of social customer service
- Reasons to choose best of breed specialist software tools vs end to end platforms
- The importance and power of community and peer to peer assistance
- The change in the way we use the internet when seeking information from a “pull” model to a “push” model
- Key future trends Joshua sees in the social customer service space
- Plus lots more!
- (including Joshua’s favourite social network)
Customer service is growing in importance as a key lever in the whole customer experience journey; the insights of the founder of a key player in the social customer service technology sector are well worth a listen.
The Definitive Guide to Social Customer Service 2015 edition is here.
The most impactful book Joshua has read is Innovators Dilemma by Clayton Christensen.