Disqus - Latest Comments for joshuamarch

Re: Why All-in-One Social Media Management Systems Don't Cut It for Social Customer Service

Joshua March — Tue, 15 Jul 2014 13:40:34 -0000

Hi Anshul, thanks for your comment. I'm the founder & CEO of Conversocial. I've been working in the social media industry now since 2007, and in customer service specifically now for almost five years. I started Conversocial after spending a lot of time helping big companies move social into their contact centers. I learned that the needs of a large scale customer service operation, integrated properly into customer service processes and technology, are drastically different from the needs of a few community managers in a social marketing team.

It's not just about doing a module with some functionality... it's how you design, from the ground up, your workflow, analytics, permissions, processes, prioritization etc. Customer service and marketing are usually different teams, in different locations, reporting to different people with different objectives. This pervades not just our product design, but also our internal knowledge, the support and services we are able to give, our understanding of our customer's requirements, and a lot more.

Hope that helps explain:)

Re: Social Media Customer Service: Brands Respond More On Twitter

Joshua March — Tue, 15 Jan 2013 17:57:05 -0000

Thanks for writing up the report Marissa. Feel free to get in touch with us directly if you'd like any more info on the study, or other research we carry out!

Re: The State of Funding in Social Business Software

Joshua March — Mon, 07 Jan 2013 17:51:44 -0000

Thanks Jeremiah, really interesting research. The market for social software is still relatively immature - with much of the growth to come in the next 3-5 years as social moves deeper into the enterprise (taking up not just marketing dollars but customer service, customer experience, R&D etc). We're still just scratching the surface, so I expect more and more D rounds to come:)

Re: http://joshuamarch.com/post/36052833848

Joshua March — Mon, 19 Nov 2012 13:26:49 -0000

What browser are you in? It's a slideshare embed - seems to be working for me.

The original on slideshare: http://www.slideshare.net/J...

Re: http://joshuamarch.com/post/6387949473

Joshua March — Sun, 18 Nov 2012 20:35:52 -0000

Comment thread from previous blog location: http://joshuamarch.blogspot...

Re: Recap: Dublin Web Summit - How Social is Changing Customer Service

Joshua March — Sat, 20 Oct 2012 11:40:46 -0000

Thanks Richard! We'd love to work with you on how you could do that better - it's something many of our other clients are dealing with as well, and isn't easy on social.

Re: Five Reasons Why Customers Want Social Customer Service

Joshua March — Thu, 06 Sep 2012 08:57:20 -0000

Hi Chris, I agree - I think point 2, social as a means of escalation, was what started the social customer service trend - but long term I expect to see this decrease as social becomes the primary channel, rather than a back up. This is a trend we're already starting to see!

Re: Does social media use in Indonesia predict Facebook’s decline

Joshua March — Sun, 29 Jul 2012 21:39:56 -0000

Could it also be possible that the reason is much greater mobile adoption, and less desktop / broadband available? So they leapfrogged to mobile, where twitter/path are stronger than FB?

Re: Tech in the City

Joshua March — Sun, 29 Jul 2012 19:18:03 -0000

Robin - all good points. Is it also possible that the dearth of retail share buyers in the UK compared to US also has a negative impact on IPOs here? The US has a very healthy retail market which likely helps buoy up tech IPOs. If we could encourage more UK retail share buyers it could help the UK IPO market, as well as encouraging more general interest in start-ups and business.

Re: Conversocial | Blog | Tracking real engagement with IPM

Joshua March — Sat, 07 Apr 2012 14:16:21 -0000

No, only updates 'from the page' go into the newsfeeds of fans. User posts are visible on the page only.

Re: Conversocial | Blog | Sentiment: The New Social Net Promoter Score

Joshua March — Wed, 08 Feb 2012 20:24:09 -0000

Hi Andrew, it's definitely true that in the long term I would hope that automated sentiment analysis becomes accurate enough to really rely on. And, for now, when you're getting a general feel on what people are saying around the web and how this changes it can be useful. Right now though, our customers (who are focused on customer service) need to have real humans - customer service agents and moderators - checking all incoming facebook posts and tweets by hand anyway. Our approach therefore is a) to make this basic processing extremely fast, allowing a single agent to get through 1,000+ comments an hour (not including replying); and b) allow them to manually mark sentiment, categorise comments etc at rapid speed whilst they do this. As your social customer service team scales this also scales - and we have customers with 50+ agents and tens of thousands of comments a week using this system very effectively.

Re: LeWeb – Path and Flipboard moving away from lean startup methodology

Joshua March — Fri, 09 Dec 2011 21:10:24 -0000

When Ries et al talk about minimum viable product, they do explicitly say that depending on your product and market, MVP doesn't necessarily mean a low performance / bad design product - it could be that for what you're doing, you need a very high level of design to really test the value. The lean methodology is all about doing the minimum needed to learn what really adds value to your customers. I wasn't at the talk, but it sounds like Morin is essentially saying that because they couldn't do really fast iterations (a technique) they're just going to scrap the whole methodology - of learning what your customers want. Path is certainly beautifully designed, but I still can't really see the core problem it's solving or its core value proposition; and unless they get to the bottom of that I don't think the design can really make much of a difference in the long run. On a related note, start-ups where 'pure design' is the reason for success tend to be in markets with a mature value proposition. For example, people rented rooms on gumtree, craigslist and random websites for ages. The value prop was clear. Then AirBnB came about with an awesome design and user experience and blew the others away. FlipBoard could fall into the same definition; there's an established value prop around reading media. The history of Apple can even be viewed in this way, to an extent - they were relatively niche (big niche) until personal computers got to the pure commodity stage, and 'power' stopped really meaning anything - pretty much any computer you buy can do pretty much anything you want - and so their enhanced design and user experience is leading them to grow faster than ever before. The flip side is that I don't believe design can do much for you before the basic value prop is proven; and in early stage markets just having the core functionality that people need is the most important.

Re: Conversocial | Blog | What is Conversocial all about? Watch for yourself!

Joshua March — Fri, 09 Dec 2011 20:20:54 -0000

Thanks Ketan!

Re: 5 Ways to Deliver Social-Friendly Customer Service: by Conversocial's Joshua March

Joshua March — Mon, 05 Dec 2011 09:17:11 -0000

Hey Kit, getting a single view of customer interactions is definitely a huge plus. However this must come secondary to being able to respond promptly in the first place. Waiting until you can have a fully integrated system before doing anything would mean you're essentially ignoring your customers. It's important to remember that social doesn't become a customer service channel once your system is set up - it becomes a customer service channel as soon as the marketing team create a facebook page or twitter account! The different workflows and processes needed for social, because of its public nature, and the vast number of non-customer service interactions, also means that traditional customer service workflows simply aren't appropriate. This doesn't mean that an integrated view isn't important - I believe it will become key in 2012 - but it's not simple to do; and it's more likely to come from better API integration between systems than having one mother system that is unlikely to meet the specific needs of different channels.

Re: How to Make Customer Service Matter Again Part 2

Joshua March — Tue, 29 Nov 2011 11:58:18 -0000

Thanks Brian. Completely agree - we are now starting to see real dedicated social customer service teams develop, but most companies have a really long way to go. We've also seen our customers start to use sentiment as a new form of net promoter score - I wrote on this a month ago: http://www.conversocial.com...

Re: Conversocial | Blog | Zappos: Delivering WOW Customer Service through Twitter

Joshua March — Mon, 28 Nov 2011 08:52:40 -0000

Thanks Richard, absolutely - if we can persuade companies to be even a little bit more like this we'll be happy!

Re: Facebook complaints: Companies are asleep at the wheel - Fortune Management

Joshua March — Fri, 25 Nov 2011 10:04:31 -0000

Yes, that's correct. So companies sometimes add an additional customer service tab; however customers can still post on the main page 'wall', and we found that customers continued to do this even when there was the option of posting on the separate customer service tab. However many companies seemed to use the excuse of the customer service tab to stop replying on the main wall.

Re: Facebook complaints: Companies are asleep at the wheel - Fortune Management

Joshua March — Wed, 23 Nov 2011 08:10:22 -0000

Hi - I'm the CEO of Conversocial, that did the study. Our research found that even when companies added direct feedback tabs or customer service tabs, the vast majority of genuine questions and complaints still went straight on to the wall. So, although those applications can be useful, they do not allow companies to stop responding to their customers on the main wall.

Re: Conversocial | Blog | Tracking real engagement with IPM

Joshua March — Tue, 22 Nov 2011 08:04:01 -0000

Hi - the profiler (and the tool inside conversocial) lets you know the average IPM scores for different types of content, allowing you to see exactly what types work best for your fans and drive the most engagement. Inside Conversocial, we have a graph showing your fan activity by time of day. This allows you to see the hours that your fans are most active. Partly this will be governed by when you are sending updates; but you can use this to experiment publishing at different times, and see exactly what times generate the most engagement.

Re: Expand Your Social Media Mix: Twitter Alone is Not Enough

Joshua March — Fri, 18 Nov 2011 12:38:03 -0000

Hi Jeremiah, good article and I agree with the sentiment - however is there any reason you've missed out Facebook from this mix? For the vast majority of B2C brands, there are much larger communities on Facebook pages than Twitter accounts; and of course Facebook do allow longer form content as well as media, notes etc. What's your view on how that fits into the mix with Twitter?

Re: What Every Social Media Marketer Should Know About Conversocial - SocialTimes.com

Joshua March — Fri, 18 Nov 2011 11:33:01 -0000

Hi - what do you mean my lacks elaboration? Happy to explain more if I can (I'm co-founder and CEO of Conversocial!)

Re: Conversocial | Blog | Conversocial's Josh March talks Social Media for Business on FOX News

Joshua March — Wed, 16 Nov 2011 04:32:13 -0000

Thank you!

Re: Conversocial | Blog | Sentiment: The New Social Net Promoter Score

Joshua March — Tue, 15 Nov 2011 12:15:38 -0000

responding via email! cool

Re: What Every Social Media Marketer Should Know About Conversocial - SocialTimes.com

Joshua March — Tue, 15 Nov 2011 04:58:16 -0000

Hi Mark, glad to hear - let me know if there's anything I can help with whilst you're trying it out!

Re: http://joshuamarch.com/post/10725900910

Joshua March — Tue, 27 Sep 2011 12:11:18 -0000

Yeah absolutely, it's a fast moving market!