Mobile Chat:The Ultimate Tool for CRM

Why mobile chat is worth $19 billion? 

When Whatsapp sold for $19 billion, there were collective gasps around the world. Why did Facebook pay so much for glorified SMS, that is neither email nor a voice call? And why are there so many mobile chat applications (Line, Viber, WeChat, Kakao, Kik, Telegram, Facebook Messenger, and on and on); each with so many users? At Melltoo, we’ve always known the power of mobile chat and that’s why we built it into our app.

We believe that our in-app chat combined with our new Melltoo Pay&Ship Secure service (which allows us to handle payment and delivery on your behalf) makes for a very powerful shopping experience. But why is that? Mobile chat is not simply the ugly stepchild of email and voice calls; nor the cheap step-sister of SMS. It is the Cinderella of modern day communications; a whole new way of communicating, a singularity if you will. With chat, you combine the benefits of asynchronous written communication with that of synchronous voice communication.

Mobile chat puts SMS, emails, and voice calls to shame

Chat can take place “live” like a voice call; this allows for banter and quick back and fortemoticons_melltooh communication that effectively conveys meaning. Chat can also take place “offline”; parties don’t engage in real-time, but receive and respond to messages after some time has passed. This makes chat better than both emails and voice calls. Can you have an instant live conversation over email? Good luck looking through the tabs to figure out what was said previously. On the flip side, if you miss a call, can you answer it 2 hours later?

Mobile chat is much more than glorified SMS. Emoticons help convey the “body language” that is missing from written communications. (where’s the “thumbs up” emoticon when I need it?) The ability to send photos and videos makes communication “social”. You can share moments of your life in real-time. Unlike posting a picture to Facebook and getting ‘likes’ hours or days later, sending a picture via chat garners “awwww…that’s so cute!” responses instantly.

Mobile chat builds stronger relationships

Mobile chat is with you everywhere you go. You are never offline which means that you are always “close by”, just a message away. And even when you don’t respond, the other party knows that you will see the message eventually. The connection with your chat interlocutors is perpetual, which means you are closer to your chat friends than people you see in real life. Think about the co-worker who you see daily. Compare her with your ex-co-worker who you haven’t seen in years, but chat with regularly. Who do you feel closer to?

Chat is “low cost” not only financially, but mentally and emotionally as well. SMS costs an arm and a leg. Writing an email requires “Dear” and “Best regards” along with proof-reading and formatting. Making a phone call requires you to stop whatever else you’re doing. Chat, on the other hand, is low overhead. It’s (almost) free, and doesn’t require deep thought nor undivided attention. The quick and constant banter allows users to build up stronger relationships than would take place without chat. You can correct misunderstandings, elaborate, yell, thank, gush, and apologize; all in one conversation spanning just minutes. You also have the ability to re-read before sending, unlike saying something that cannot be unsaid. And you have the benefit of a chat history to revisit a conversation when necessary.

Chat for CRM (Customer Relationship Management)

The benefits of chat in a social setting are easily carried over to a business setting. Chat is the ultimate tool for customer relationship management.

Never miss a customer’s call

Gone are the days when customers would patiently wait on hold for service. These days, they won’t call to begin with, they’ll go straight to Twitter or Facebook because calling is just too high in overhead. Hence, when a customer’s call is not answered, you’ve lost the customer; because he called your competitor when he wasn’t able to reach you. Only a highly motivated customer would call back. With chat, even if you weswitchboard operator_melltoore not online when the customer sent the message, once you see the message, you can re-engage with the customer who might have all but abandoned. Think about it: how many phone calls can you answer at the same time? Now think about how many chat conversations you can have at the same time.

By the way, people are less upset when a chat response is delayed than when a phone call goes unanswered. This is because they had to make time to call you, setting aside existing tasks. With chat however, they didn’t have to invest much effort and the “internet down” excuse is still valid today. Interestingly enough, before I call someone, I usually send a chat message first asking if she’s available to talk on the phone. And after I’ve sent an email, I inevitably follow up by sending a chat message telling the receiving party to check his email.
Keep track of customer requests

If you are a salesperson dealing with multiple customers throughout the day, one of the greatest challenges is to keep track of who said what. With chat, all that is said can be retrieved from your chat history. Your own words are also recorded, which means less chance of error and misunderstanding. Ever “accidentally” quote someone a higher price than what was previously quoted?

Know exactly what customers want

A picture is worth a thousand words. A video is worth a million. And chat is worth $19B! Imagine you are a wedding planner at your florist, about to order table centerpieces for a client. This client happens to see a bouquet centerpiece that she’s decided she absolutely must have for her wedding. She snaps a picture and sends it to you instantly. You adjust your order accordingly and it’s done. Imagine the same scenario over the phone or via email. Your client probably wouldn’t have been able to properly describe what she saw and if she had sent an email with a photo attachment, you would have seen it only after ordering the centerpieces.

Build Human Relationships

Chat is familiar and comfortable. It puts people at ease as much as face-to-face communications make people uncomfortable (is there spinach in my teeth?). This means that in a relatively short time, sales people can establish a stronger relationship with customers; and relationships are what bring customers back.If you are not already using mobile chat for CRM, then you’d better start. At Melltoo, we are so convinced by mobile chat that we built it into our app. Not only can you buy and sell quickly and socially on Melltoo, it’s built upon the most engaging technology of today–mobile chat!

The Future of M-Commerce 3.0: The #Hashtag for Buying and Selling

The #Hashtag is to Social Networks What Search is to the Web

What would the web be like without search? You would open a web browser but wouldn’t know where to go. You would have to find out about interesting websites from offline sources (billboards!) and carefully type URLs into the address bar in order to access the website. You wouldn’t be able to find anything without knowing where it was to begin with. This is what social media would be like without #hashtags. The #hashtag, made mainstream by Twitter, is a way for users to find conversations, communities and shared interests on social media. Social media has become a crowded place and it can be very lonely if you can’t find others who want to talk about the same things.

#Conversation at parties and events

Imagine being in a crowded party and trying to find a huddle that’s having an interesting conversation. Wouldn’t it be nice if there was a speech balloon above each huddle that contained “#ConversationTopic”? That would save you having to introduce yourself only to have to excuse yourself a minute later because the conversation is boring. That’s why #hashtags are useful for social media. With all the content to wade through, searching by hashtag is a quick and easy way to find topics and communities of interest. #Hashtagging your content is also an efficient way to insert yourself into a conversation or community. It makes the world of social media smaller and a lot more relevant, in the same way a neighborhood is to a city.

The #hashtag for social marketplaces

Online classifieds are huge places that people easily get lost in. Even though these are consumer-to-consumer buying and selling networks, they function as a directory service rather than a social network. At Melltoo, we have built a mobile social marketplace where the #hashtag plays an important role. At Melltoo, we know that social networks and marketplaces are big and messy places, so we use the #hashtag to organize our social marketplace. By attaching a simple #hashtag to your item name, you can identify your item as part of a store, a community, an event, and even a cause.

Hashtag Search iphone

How does it work?  

1. #m-store

If you are a small business, Melltoo offers you an opportunity to have a mobile store or mobile catalog simply with #YourStoreName. Why spend money on print brochures that are in the trash almost as soon as the customer walks out the door? What would you pay to have your catalog in your customer’s hand whenever he wants it? A catalog that updates constantly. And by the way, did you know that experts predict that by 2015, mobile will be the primary way to shop online? Here’s your opportunity to get ahead of the retail giants who are struggling to get themselves on mobile.

2. #CommunityGroup

Would you prefer to buy something used from a complete stranger or from someone in a shared community (residential community, college or school, book club, ethnic association, homeschoolers group, etc)? Imagine you are a college student and that you go to class daily (like good students do). Wouldn’t it be great to buy a used textbook from another student and pick it up on the way to class? The alternative is to buy it from a complete stranger and drive halfway across town to get it. By adding #CommunityGroup next to your item name, a quick search for this hashtag will display all items for sale in this community.

3. #LiveEvent

On any given weekend in Dubai, there are a multitude of live market events taking place in You can use #LiveEvent to identify your item for sale at a live event. the city. These events typically boast 50-100 different vendors in one place. As a visitor, you can easily get lost and miss out on items and vendors that you might otherwise be interested in. Wouldn’t it be convenient if you could search for items on sale right from your mobile as you are walking past the stands at the event? This is now possible on Melltoo. By grouping items for sale under #LiveEvent, attendees can browse through items for sale before arriving, at the event, and after leaving. If you still have stuff left over, you can share your Melltoo posts with friends on social media, so they know what’s still available. If you’re friends spot something they like, they can pay for it in-app and we’ll deliver  it straight to their front door for you!

4. #SocialCause

Charity sales are a great way to raise money for a cause. However, these tend to be tied to a physical event and are therefore geographically constrained. What if you want to conduct a charity sale that has no physical boundaries? You can do this on Melltoo. Get participants to use the hashtag #SocialCause identify items they want to include in your sale. In this way, buyers who want to support the cause can search for items under this hashtag when shopping, wherever they may be. It also gives organizers an easy way to keep track of seller participation and gauge proceeds from the sale.

Conclusion

The #hashtag is a simple, yet versatile tool that users can manipulate to organize buying and selling on Melltoo. Users have probably come up with ways to use it that we don’t even know about. E-commerce 2.0 was all about bringing stores online so that shopping became easier and more convenient. However, m-commerce 3.0 is all about user experience and creating a shopping experience that is engaging and social. The #hashtag allows users to engage in buying and selling on their own terms, in ways that can only be done on a social network built on buying and selling. Welcome to m-commerce 3.0. #melltoo