Shep Hyken discusses the next phase of customer service, automated messaging, with Joshua March, Co-founder and CEO of Conversocial.
“We’re seeing [messaging platforms] become the primary channel of choice for customer care from the business perspective and the customer’s perspective.” – Joshua March
“Over the next few years, your customers are going to expect that they can speak to you seamlessly and easily on their phones by messaging you on [Facebook, Twitter, Instagram], and if you’re not there, it’s going to be a problem.” – Joshua March
“Anyone in the customer service role today needs to be thinking about how they can adapt their organization to this messaging-centric future, which is very rapidly coming.” – Joshua March
Joshua March is Co-founder and CEO at Conversocial, provider of social customer service software for Fortune 500 companies. Marsh is also the author of the forthcoming book, “Message Me, The Future of Customer Service in the Era of Social Messaging.”
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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