Even app support doesn’t work
Good if it works. Terrible when it doesn’t.
Do not use
Great app but would be much better if emails in language chosen
Such a rip off service
"the remote areas additional fee is decided by the pick-up address distance from the nearest MTR station but not the clinic, so it will have the extra charges for that."
You need to make this clear before we pay in the payment screen because "Remote Area" is so misleading, why don't you just say what you mean? You can't because you want to mislead people.
I think a lot of companies here need to learn from the West about customer service; it's as if we are doing you a favour.
Great app
Taiwan English
Response from developer
Hi, thank you for your feedback, we will feedback it to the team and hope will have the English version soon.
support！
Brilliant and Necessary Idea Marred by Poor Design Execution
1. User is forced to have to choose on how they interact with the query. You can interact within the shell of the quotation interace, or you can contact them on the phone. If you contact on the phone, you obviously lose the "tracking" ability of the interaction in the app. If you track in the app, it gets more complicated.
2. The interaction in the app -- at the quotation level -- is simple a dialogue box. But each time a notification is sent, it is listed as a completely different episode in the app, meaning that you could be interacting with ONE customer, but you end up having several notifications, and inside of the sleeve of the app forum, you have four different or two different windows to click on. Really, why not just a thread, instead of separate windows each time?
3. The experience across platforms is fragemented. You can open this up on the web, or in the app, but if you do, not all of the information is compartmentalised in the experience, and it is not often carried over, meaning you lose the thread sometimes.
4. There needs to be consistency and limits / boundaries to credit use. I have seen people requesting services, who set their credits to somehting like 15 to answer. If you are already paying money to answer someone's request, it seems unfair that you would pay almost three times what other services are asking, especially if the specific request is in your specialty area.
5. Notifications don't go away sometimes.
There is a lot more, but that's what I experienced so far. This is a case where the design is the experience, and the design of the experience is the business, but the team seems to not be able to make this leap in logic. This leaves the user with a feeling of frustration, and lack of business.
Response from developer
Hi, thank you so much for sharing the feedback :). At HelloToby, we strive to provide the best user experience that we can, therefore we're really happy to hear your feedback and working hard to improve it. Regarding the communication channel, both suppliers and consumers have the choice on how to interact with the query, they won't be forced to choose either one but they have full control on choosing which channel (through HelloToby Chat, Whatsapp or Call). All depend on which one they think are the best for them. For the tracking, you're right that you will lose the tracking if interaction happens outside the App. However, you may use the " Tag Feature " to categorize your customers and track the request status. Hope it helps. :) About the features on Web and App, we're really sorry for the inconvenience caused, as we really want to keep bringing the new good features to our users after collecting their feedbacks. Therefore we introduce all the new features after tested immediately on App or Web version but not to wait until finish all the setup on both Web or App version as which take much longer time and not good for our users. Therefore you might found that some of the features are only available on App but some on Website for a short period of time. However, our teams go all out to synchronize the features on App and Web version. For the quotation fee which is set up based on the industries, the marketing rate and project size and etc, to maximize the profits of every credit you spend, kindly refer to our Help Center for Pro Tips. Last but not least, for the second feedback, could you please share more details of the different episode and several notifications for the same customer message at prosupport@hellotoby.com so that we can further check on it? Same as the Notification issue that some time don't go way so that we can understand what went wrong. Once again, thank you for taking your valuable time to share it with us which is highly appreciated. Please always feel free to contact us if you have any further comment, we're more than to listen and enhance the service for You! Have a good day!
Expensive coins 代幣好貴
Response from developer
你好，我們收取的Toby金幣報價費是作為介紹費，而專家與客人達成生意交易之後我們並不會收取佣金。這是我們「報價服務」的模式，有很多專家們以此模式成功獲得更多客人和生意。歡迎你再試用。
