Hello Toby Pros!
We have news for you! You may recall a few months ago we have launched the Instant Match Beta Test (Kudos to you for joining us!) with the goal to create a more equal and economically efficient marketplace for Pros like you. We have spent the past 2 months making sense of the results / your feedback. And, we would like to share with you our learnings and next steps.
What we have learned
The test has reinforced several of our initial assumptions:
- Pros like yourself are more interested in requests that have a high urgency and low time delay to resolve. Hence, the ability to contact customer directly is of the highest importance.
- Pros like yourself understand that customers who are active on Toby are sometimes in different stages of the purchase journey (i.e. some are in the process of solution finding while some are ready to purchase). As such, it is opportunistic for you to be aware of their intention and be charged accordingly.
What we are going to do - Beta Test 2.0 (February 25 - March 11)
Combing the valuable data collected and your feedback from user interviews, we have developed a smart-recommendation system that will differentiate different customer’s intention and visualise as you bid your next project to bring the highest economic efficiency to your business. The details are as follows:
| Before | After | |
| How to decide which request I should bid? | No differentiation, all tickets that match your service category is shown on your project dashboard. |
Tickets are classified into 2 types: 1.Bid to Pay Requests System recommends user who has a high intention to purchase and you will be able to establish direct contact (phone / WhatsApp) after bidding, coins will also be deducted respectively. 2. Free-to-bid Requests System recommends user is in a shopping stage and the request is FREE to bid, where user’s contact method is shared per the customer’s willingness. Hence, you are only charged coins if the customer is impressed by your experience and shared their contact with you. |
| How can I contact customer? | Via phone / WhatsApp after bidding the ticket using coins. |
1.Bid to Pay Requests Via phone and WhatsApp after bidding ticket. 2. Free-to-bid Requests Chatroom (free to use) or via phone and WhatsApp after customer has shared / agreed to share their contact with you. |
| How will I be charged? | Charge when you send a bid. |
1.Bid to Pay Requests Charge when you send a bid with guaranteed access to customer’s contact. 2. Free-to-bid requests Free to send bid and charged when customer has contacted you directly OR when customer has agreed to your request to contact them. |
Why are we doing this?
With this smart-recommendation system, we believe this is the first of many steps to create a matching system that can increase transparency, efficiency and business sustainability for Pros like yourself. By segmenting the purchase intention of customers, we hope to strike a balance between consumers' fulfilment in their service journey at the same time creating business value for you as you use Toby as a trusted source of customer leads.
We hope that you are supportive of this move and allow us to co-create a platform for you that can can rely as a sustainable source of business value. If you have any questions you are encouraged to see below FAQs, otherwise you may also reach our client success team at 6264 7548 .
FAQs
Q: When will the Beta Test occur?
A: The test will take place from 25 February 2022 (Fri) to 11 March 2022 (Fri) for a duration of 2 weeks.
Q: Will there by any adjustment to the number of coins needed per request?
A: To ensure fairness across platform, the coins required per request will remain the same.
Q: Will monthly pass users be affected by this test? And will there be any arrangement?
A: To ensure the test to be a platform-wide test, all users including monthly pass users will be included. Our sales team will automatically extend your monthly pass as a token of appreciation for supporting this test. If you have any concern you may reach us at 6264 7548 or contact your respective sales representative.
Q: If during the test, I faced issues who can I contact to resolve my problems.
A: You are welcome to contact our client success team during office hours (930am to 630pm) at 6264 7548.
Q: I would much prefer this model, will this model be kept after the 2 weeks of testing?
A: While we are confident this model will lead to better matching, we will revert to the original model after the 2 weeks. This will give us time to collect feedback from users and carry our further optimisation before an official launch. We will keep you posted on any updates.
In the events of any disputes, TOBY reserves the right to final decision.
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