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Show HN: We've been working on this idea, would love feedback

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Re: Show HN: We've been working on this idea, would love feedback

#41

Post by tonysusername »

rahatm1 wrote: post #35
mynd wrote: post #25

Nice presentation and solid idea. Initially I don't see the advantage over just directly calling the business. Traditional land line phones are loud, and are quickly answered. A messaging app can easily be silenced. If the user wasn't exactly sure what he/she needed I think speaking to someone is much more efficient than describing via a message.

Biggest advantage is that phone calls are traditionally inaccurate. Names are spelled incorrectly and completely wrong requests are performed often.

^ Agreed

Re: Show HN: We've been working on this idea, would love feedback

#43

Post by rahatm1 »

ljd wrote: post #15

We use LiveChat[0], which even looks like that. People go to the site, open live chat, ask questions and get real answers immediately. [0] http://www.livechatinc.com/

If I understand correctly, this is livechat's model:

I need to ask if the Levi's store at Kanata has a Midnight black 514. To do so, I have to download Levi's app first, use the chat option (that integrates with live chat) and chat from there. The problem is I don't know when I will use the Levi's app again, maybe once more this year? I don't want an useless app to clog my phone.

Here's the RealTalk scenario:

I only have one app "RealTalk" that connects me to Levi's for jeans, Diesel for my shirts and J. crew for my sneakers.

Re: Show HN: We've been working on this idea, would love feedback

#44

Post by tonysusername »

anko wrote: post #21
jellicle wrote: post #12

What percentage of businesses have someone available to answer text messages? My feeling is the answer starts with 0.0 and then may have some more zeros before a non-zero digit occurs.

What percentage of businesses have someone available to answer the telephone? This seems more convenient than that. But it also seems like twitter.

How do you message a business that doesn't follow you privately?

Re: Show HN: We've been working on this idea, would love feedback

#45

Post by alaskamiller »

chrissnell wrote: post #39
alaskamiller wrote: post #33

Earlier quoted context omitted.

The video demo is fine. Text is phone these days and answering a text is exactly the same as answering a phone call asking for more info. A 20 yo retail associate at American Apparel will take to this and figure this out in an hour.

I understand where you're going with this now. Employees tap out responses on their smartphones. Put yourself in the shoes of a customer now: you walk in and see an employee looking down at their phone and tapping away. Most people won't assume that they're conversing with a customer. The phone conversation doesn't have the same "hey, I'm busy with another customer right now" effect that an audible phone or in-person…

Floor staff are trained to be proactive rather than reactive. When the customer has already voiced their intent and it doesn't necessitate more interaction you can switch to another channel queue.

Obviously if that's not the dynamic of your shop then this isn't the right tool.

Re: Show HN: We've been working on this idea, would love feedback

#46

Post by RaphiePS »

I don't think anyone has mentioned this: in my mind, the whole point of calling a business is getting an immediate response.

Most of us are conditioned to treat text as a fundamentally asynchronous medium. Texts aren't something you have to reply to now -- you should get to them eventually, but they don't demand attention in that moment. Much like email, the sender really has no idea when, if ever, the receiver will respond.

Phone calls are different in that they're totally synchronous. The receiver responds immediately, and you're not left in the dark wondering if they're busy. Even if you're put on hold, someone usually answers the phone first to let you know they'll be with you soon.

Phone calls are comforting -- you know for certain that you've been heard, and you get your answer right away. I can't think of a way for text to provide this, but I'd love to be proven wrong.

Re: Show HN: We've been working on this idea, would love feedback

#48

Post by tonysusername »

mrmch wrote: post #47

I don't see the business side of this being super interesting, but the consumer side is awesome. An app where I can make any request to a business, through my phone, and you sort out the details? That's awesome.

Doesn't sound like you own a business who does lots of customer service/ inbound sales inquiries/ requests from consumers?

Re: Show HN: We've been working on this idea, would love feedback

#49

Post by mrmch »

tonysusername wrote: post #48
mrmch wrote: post #47

I don't see the business side of this being super interesting, but the consumer side is awesome. An app where I can make any request to a business, through my phone, and you sort out the details? That's awesome.

Doesn't sound like you own a business who does lots of customer service/ inbound sales inquiries/ requests from consumers?

I think they are two different problems. Either you're helping my business respond to customer requests more efficiently, or your making it dead simple for me to ask questions/order/talk to a business.
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