Learn from Fast Growing 7-8 Figure Online Retailers and eCommerce Experts

EPISODE 165 39 mins

Why you Should Move Your Customer Services to Messenger

Posted on 13th December 2018 ,
by Kunle Campbell

About the guests

Joshua March

Kunle Campbell

Joshua March is the CEO of Conversocial, a digital care platform that delivers enterprise scale customer service through social media and mobile messaging channels. He is also the author of Message Me, a book that dives into how social media, messaging and AI are transforming customer service.

Joshua March is the Founder of the Digital customer care platform, Conversocial and Author of Message Me.

Joshua is a seasoned Messenger expert, and his company’s platform uses the Messenger platform as a customer service delivery point that has been used by leading ecommerce brands such as Gymshark, Google, Tesco, Audi and the BBC.

We talk about how and why customer services is moving to the Messenger platform and how to leverage this new opportunity of serving your customers better.


2:48 Joshua March intro
5:34 How do you distinguish Conversocial from a (social) messaging platform? digital customer care platform
10:35 When was the start of shift from public social to private channels?
13:55 What stage did Gymshark decide to start to use Conversocial?
16:50 Do you have customer profile when agents are conversing with customer?
19:35 Integrating metrics in the platform for reps for business intelligence
23:15 Joshua’s view on Whatsapp

Lightning Round of Questions

How do you hire people?

Be as rigorous as possible.

What are your 3 indispensable tools for managing your business?

Slack, Google docs, Twitter

What has been your ‘best’ mistake to date?  i.e. a set-back that has given your the biggest feedback

The first business I made

What one piece of advice can you give e-tailers keen on growing their businesses through messenger?

Dive in and start promoting it.

If you could choose a single book or resource that has made the highest impact on how you view building a business and growth which would it be?

The hard thing about hard things


This episode is brought to you by:


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About the host:

Kunle Campbell

An ecommerce advisor to ambitious, agile online retailers and funded ecommerce startups seeking exponentially sales growth through scalable customer acquisition, retention, conversion optimisation, product/market fit optimisation and customer referrals.

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