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Joshua March

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Joshua March

Joshua March is the founder and CEO of Conversocial, a leading provider of cloud-based social customer service solutions. Conversocial's enterprise-class platform helps global brands revolutionize customer experience, enhance agent productivity and improve operational efficiency at a large-scale. Leading companies such as Sprint, Hyatt and Google have chosen Conversocial as their partner to deliver best-in-class Social Customer Service. Joshua founded Conversocial in 2009 based on his vision that online communication and customer service are undergoing a fundamental shift, requiring businesses to invest in new processes and technologies to manage the rapidly shifting social landscape.

The following is an excerpt of a chapter from my new book, Message Me, coming out soon. To sign up for updates, click here.

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We Live in an Effortless World… Almost

By Joshua March
Oct 4, 2017 9:52:35 AM
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We’re excited to announce today the acquisition of HipMob, the web-based and in-app live chat platform expands our core social customer service offering into additional mobile and real-time digital channels that are already powering millions of conversations between brands and customers. The acquisition will enable integrated and effortless customer experiences across social, chat, and messaging channels, complementing our broader mission to help companies deliver service to their customers wherever they are.

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Conversocial Acquires HipMob Live Chat Platform

By Joshua March
Mar 21, 2017 9:01:45 AM
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Maintaining Culture, At Scale

August marked Conversocial’s sixth year anniversary. Over the last six years we’ve opened four global offices, hired over one hundred dedicated #SocialFirst employees, and grown our customer base to over 250 companies. I’ve always been really proud of the culture that we’ve created—we have an amazing team of extremely talented, hard-working people who are passionate about our vision, customers, and each other. It’s something that our customers and partners often bring up when they spend time with us. As we continue our growth trajectory, it’s important that we’re conscious about the culture we’re creating, and how to maintain our core values.

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How We Created Our Five Values

By Joshua March
Oct 12, 2016 2:26:10 PM
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All travel is a service experience. In-the-moment customer care is rarely more urgent than when you’re stuck at the airport, driving a rental car, or staying in a hotel. And while review sites have a huge impact on the travel industry, reviews are generally given *after* an experience has finished. If you can’t help your customer as they live-Tweet “the worst train ride ever”, it’s too late.

By their nature, traditional service channels have never really satisfied the needs of traveling customers. Travelers don’t have time to wait two days for an email response. They can’t web-chat on a desktop computer when they’re on the road. And they certainly don’t have the patience to sit on hold as a robotic voice tells them how important their call is.

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Cutting the Cord: How Messenger Will Change the Travel Industry

By Joshua March
Feb 1, 2016 1:14:00 PM
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Instagram has recently passed the 400 million user threshold, so the launch of their strategic partnership program couldn’t be more timely. Instagram has quickly risen to become one of the top social channels for brand engagement. According to Forrester, Instagram’s engagement rate for brands is 4.21 percent (58 times more engagement per follower than Facebook, and 120 times more engagement per follower than Twitter). Top brands that are getting it right on Instagram receive an average of 216 comments, with 50 percent of comments being posted in the first six hours and 75 percent posted in the first 48 hours

Following in Facebook’s steps (Instagram’s adopted parent), Instagram recently introduced their select list of official partners, which we’re excited to be in. Instagram realize that community management and customer service are essential components of effective brand management on the platform. And this program distinguishes that our solution was built for scalable, conversational engagements with customers.

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Conversocial is Proud to be an Official Instagram Partner

By Joshua March
Nov 23, 2015 12:48:19 PM
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