Well it only took ChaCha fourteen months to figure out what everyone except ChaCha (and these guys) knew when it launched – search with a human guide as a business idea is ridiculously stupid.
The idea is that you do a search on ChaCha and a real person works with you via a chat interface to give you results. In theory those results would be better than Google. In reality, they weren’t (see image to right), and ChaCha still had to pay all those guides.
Today, according to an email sent to ChaCha’s guides titled “The Future Is Here,” they announced that guided search will be discontinued in favor of the one product they offer that isn’t monumentally dumb – mobile search. They claim that “new users are growing at a staggering rate every day” (most likely due to cell phone spamming).
So what happens to all the guides who worked on desktop search? Some of them, at least, can now apply for new positions on the mobile product.
The full email is below, and details of the company and their funding are here. Thanks Luke Kling for the tip.
Check out ChaCha’s Extreme Makeover! Click Here!
What you need to know:
- Thanks to the success of our Mobile (SMS) Answers, our new users are growing at a staggering rate every day as our loyal customers spread the word about ChaCha. Repeat users are addicted to texting ChaCha, and we want to duplicate that magic on the Desktop.
- The chat sessions of “Search with a Guide” will no longer be offered.
- Customers on the Desktop can type their query, and as with a Mobile question, Guides will provide a concise answer with a supporting link.
- With all our services aligned in a consistent customer experience, we can provide better training and tools. New users will know what to expect. And it will be easier to provide excellent answers!
Current Desktop Guides – join us in building the future of search!
If you haven’t had a chance to read the full communication regarding the change (sent last week), which includes next steps for becoming a Text Guide or Voice Transcriber, please read on!ChaCha Desktop search is getting an extreme makeover!
Thanks to the success of our Mobile (SMS) Answers, our new users are growing at a staggering rate every day as our loyal customers spread the word about ChaCha. Repeat users are addicted to texting ChaCha, and we want to duplicate that magic on the Desktop.
Based on extensive customer feedback, we’ve learned that ChaCha users want fast answers they can trust. What this means is succinct answers to queries, backed up by high-quality source citations. This model has proven a big hit with our Mobile users, and the natural next step in our transformation is bringing the Answers model to Desktop search.
Our Guides, of course, continue to be the key differentiator for ChaCha, inserting a human element in every question and answer. Your search skills and dependability as Guides will, I’m sure, turn the new Desktop Answers into a popular feature that generates far more traffic than the current Search with a Guide.
Why the makeover?
While “Search with a Guide” was a key part of ChaCha’s initial growth, the time has come for a change in direction. As I mentioned, our customers have told us they want answers they can trust. The current model of guided search only gets us so far to that goal.
With the coming national launch on April 1, 2008 of our experimental Voice service, we will be able to deliver the same Answers experience by text, voice, and desktop search. Now that’s powerful! No other company delivers this killer combination – not Google, not Yahoo, not Microsoft.
Given that “Search with a Guide” represents less than 10% of our daily query volume, we want to let our loyal Desktop Guides expand their portfolio of roles. With all our services aligned in a consistent customer experience, we can provide better training and tools. New users will know what to expect. And it will be easier to provide excellent answers!
So here’s what is changing:
* The chat sessions of “Search with a Guide” will no longer be offered. Instead, customers on the Desktop can type their query, and as with a Mobile question, Guides will provide a concise answer with a supporting link. Once registered, customers will have their own personal account page where all of their questions and answers may be viewed.
* The role of Desktop Guide will be merged into the Text (SMS) Guide role. All current Desktop Guides will have the opportunity to train for the Text (SMS) role, and on successful completion of a brief test, will be able to answer all queries — text, desktop, and voice.
* Current Desktop Guides will also have the opportunity to become a Voice Transcriber by testing for the Transcriber role. This is different from the Text (SMS) role. Desktop Guides may apply for both roles.
If neither role is a good match, Desktop Guides will continue to have access to training and materials in Forum and will have opportunity to train and test for new roles (coming soon!)
Note that traditional (non-guided) web search, which we’re calling “ChaCha Classic” will still be available at ChaCha.com.
Desktop Guides have been notified via e-mail regarding the Search University resources to prepare them for the test and next steps to participate in the testing for new roles.
Thank you for your ongoing commitment to providing magical experiences for our customers. With your help, the new Desktop Answers will join our Mobile Answers as a buzzworthy service that keeps customers coming back to ChaCha every day.
Thanks for the heads up. I passed all the tests, I was wondering why they never contacted me to come to work.
Keep up the work
what tests? that you were breathing? had a pulse? Knew what the interweb is?
” In theory those results would be better than Google”
not everyone uses google
That was a great laugh, “what’s digg?” – thanks Michael.
Mystery CEO
:rofl:
Their corporate HQ is in an upscale suburban Indy mall…in a prominent retail spot…with a gift shop vibe going on.
For a search engine.
I’m not saying…I’m just saying.
how do you know this isn’t another April Fool’s joke?
@#7 because we’ve been waiting to hear this for a while… cha cha is very real (or just a really long april fools joke… lol) … we all knew this “IM with someone who will use google for you” idea was a load of crap… intended to drum up attention for their mobile product… this is something you can believe (and they have the revamped homepage to prove it)
It’s still using guides. What’s a real change here?!
Thank god! Who needs guided searches?!!!
-Check out my site for ways to make money online
http://mikesmon...b.blogspot.com/
I love reading your posts about ChaCha. Especially that image.. it makes me laugh.
What’s digg?
Yeah, I knew when I saw the e-mail Michael would love it. The only thing ChaCha really had going for them was the payment system. Getting a ChaCha debit card and being able to add your money to it anytime was great. This is something I would like to see more companies do. Besides that, they’re idiots
To Michael Arrington
I was wandering if TechCrunch can randomly or sometime shine some spot light on little guy and not just people there know. Same news on same people.
For those guides in search of employment: I hear tagcow is hiring picture taggers…….
How fun is that. Senior citizen assisted chat! I love it
I’m with Andrew on this one: Cha Cha coming to its senses is just unlikely enough to be a joke.
Well, at least Mike is getting more general – from posting about April fools, to posting about fools.
I use the texting service and it’s pretty nice… I’ve had questions from how to get to a certain mode on my car’s receiver to questions like if the happy birthday song was copyrighted (dispute in restaurant), game scores while I was in a class, etc.
I love using it, and once it’s out of beta, if it’s a low price, maybe $10/year or something, I wouldn’t mind using it at all, especially if it can just be billed to my phone carrier and not require registration online.
surprised? no
hope they have better luck in the mobile space.
of course former chacha guides are welcome here http://greenhouse.mahalo.com/
Is that image for real? “What’s digg?”
Priceless.
you know the web2.0 echo chamber is small when everyone pats themselves on the back thinking, “How could anyone not know what Digg is?!”.
Wow, that is so cool. I wish I could write articles and post 1 year old images.
Also, ChaCha didn’t ditch Guided Search. The Guides are still there, just not interacting real time via a chat window.
Assisted Mobile Search could be cool for everyone that is on the move and not on a data-enabled phone. Would love to SMS a query and get a quality result back. The simplest way to do this could be just a script at the other end that takes the SMS, enters it into Google search, and returns the “I’m feeling Lucky” result to an agent. The agent verifies the quality of the result (repeats search if not satisfied – this is the human subjective element), and then extracts the core content and sends it back via SMS.
Would work great given that screen space is limited on a regular phone. Again, if the agent has some smarts to produce quality. And finds out what Digg is on their own instead of asking the user and becoming a joke.
Companies that have a frown in their logo do poorly. Ask Citi.
chacha is the single most entertaining drinking buddy I have
Chacha might be targeting older people those frequently need human chat support for searches.
Seems like it would be helpful to educate us on what they are doing with the new mobile service. Calling 1-800-224-2242, asking a question, getting back a short answer via text. That’s pretty helfpul when you’re on the go.
@22: But ChaCha Guides are *in* the Web 2.0 echo chamber.
Seemed like mobile was the strategy from the start. They certainly got enough type here to get their name out there, even if your coverage has been all negative. Plenty of startups would trade a TechCrunch thumbs-down for the eyeballs it produces — doesn’t matter what they’re saying about you, as long as they’re saying something.
Having a human hold your hand while you search was never a great idea, but that doesn’t mean the idea of having humans involved in finding better search results is a bad idea.
I have been a ChaCha guide from the start after a buddy gave me an invite. You are absolutely correct — this business is DOOMED. The majority of the guides are stay at home Moms from the mid-west who have catfights on the forums over how and what to search, a demographic i am not a part of.
90% of all searches are very obviously from TEENAGERS. Gaming questions, joke questions, puberty questions, silliness. The only legitimate questions I find are 7PM-12 AM EST homework help or dead of night complicated math or physics problems from people who spoke little to no english.
I’m a fan of this SMS thing and will milk it for all its worth, those teenagers suure find it hilarious. But it is literally a $12 million prank target.
Hey Michael – how do we get in touch with you? Email?
Hm. Y’know, many libraries offer real-time personal help with “searches” on the web (chat/e-mail/etc.) and over the phone, in person, etc. They aren’t an entirely dead business model.
Librarians can not only search the free web, but also get access to subscription databases, reference books, local neighborhood resources, etc. And they’re free!
I just got an e-mail from ChaCha for telling Michael about this and forwarding him the e-mail. My accout has been “permanently deactived”
Hey Mike. I know you really go out of you way to slam ChaCha to protect your friends and family stock in the wonderful idea Mahalo with your trade show partner Jason C. Mahalo pays guides and does not make a dime. As much as you hate it ChaCha is making significant headway in mobile search or it would not have lined up so many world class investors. Ever think you don’t know the whole story? Do you really think the entire business plan is just around live guides? Come on own up to you connection with Mahalo.
me: im looking for an alternative to techCrunch
chacha: ok. what is techCrunch?
me: a tech blog
chacha: ok. searching… do you mean Nestle?
me: uh no
chacha: ok searching again… we found tech crotch, is this what you’re looking for?
me: you’re getting warmer, but not quite
chacha: is it hockey the super crunchers?
me: nope
chacha: what about the breakfast cereal?
me: im sure mr arrington has this for breakfast everyday, but no.
chacha: i give up
me: so do i
Wouldn’t surprise me if they launched the guided search as a PR trick to get people aware of them… now perhaps they think the user growth can continue by itself, and so they ditch guided search
Luke: Did ChaCha really say you were deactivated because you told Michael?
What did you expect? Any rational company would have a problem with you sending out their internal memos, duh.
Maybe Michael will offer you a job? Oh, no, wait: He has already used you up!
BTW: Maybe it was your spelling that took you out?
I find it a bit disturbing how quick some of the posters are to sip Michael’s cool-aid, I read TechCrunch articles all the time, and most of the time I find their information quite relevant and helpful. Their coverage of ChaCha can’t even be called professional, and it borderlines of muckraking. Michael uses such selective information, and distorts facts, you are only hearing what he wants you to hear.
His post was about ChaCha “ditching” their Guided Search Model. Not only is that factually incorrect, it’s lazy journalism. ChaCha’s intentions end goal was never guided desktop search. It’s well document that mobile has always been the platform ChaCha was targetting.
His strongest piece of evidence is the “digg image” which he doesn’t mention was taken when ChaCha’s desktop search was barely in its infancy. There were no guide tools and training on the level of what there is now, and the guides had little experience at the time. Well over a year later that is the only piece of evidence that he can wave around. For someone spending so much time bashing them, you think he would have the time to find another point to harp on. Oh wait he did…..one promotional message that he describes as flagrant spam.
So instead of mentioning some of ChaCha’s noteworthy accomplishments, such as over 600,000 messages to over 40,000 registered users, or the launch of its brand new Voice service that is being launched at the CTIA mobile tech conference in Vegas.
Or the fact that it just won first place for the “My Search is Better than Your Search” competition at the Search Engine Strategies conference held in Manhattan in March.
Or that it ranked the No. 1 Alternative Search Engine in February — beating out hundreds of companies — by Charles Knight of ReadWriteWeb -
Or that ChaCha was also named “Top Ten” by Dow Jones’ VentureWire out of 70 presenters at “Web Ventures” Congratulations to the entire ChaCha team!
I guess he’s too busy with his witchhunt, or maybe that’s just not noteworthy enough to mention.
My site still offers free human guided searches, just like chacha.com did, at http://www.findinfo.com . Unlike ChaCha which used guides who worked from home, I have an office of workers in India who handle the searches (via live chat).
What’s funny is that employees of the company feel the need to defend it on here. Perhaps they should get back to work creating magical products instead of wasting their energy responding. Better yet, they should use that effort to work on their resumes. This thing won’t last much longer or if it does more work will just be outsourced to India….
This change in direction is typical of the company: short attention span. Just like Mr James.
I take personal interest in this story, seeing how these clowns came to Indiana University’s Masters in IS program to solicit advice (hah!) through a case competition. To show you how comical this company is, WE (as in me and a colleague) gave them this advice, but did not win. What ideas DID win? Viral marketing solutions, including crashing a fake UFO into IU’s campus, an advertising program with the IU’s Basketball Team (the very day Kelvin Sampson was fired for serious NCAA violations), and marketing the service at concerts – you know, harassing people at events like SXSW (which they WERE doing) and Sundance.
The CEO had the nerve to tell us they added 15,000 USERS at Sundance. Handing out 15,000 stickers does not 15,000 users make.
I’d be happy to share our presentation, as we precisely examined how they’re getting killed, and what they should do (other than closing up shop). No $1,500 for us, no final presentation… just ignored.
Yet these sleezebags 6 weeks later are redefining their strategy based on our recommendations.
Pathetic. Disgusting. Joke.
I guess Arrington a.k.a “TechCrunch Douchebag” needs more ChaCha bashing to extend his 15 minutes of fame. Half of you idiots who commented on this forum has not even used this service.
The reason that the desktop guided search feature is disabled because it is a part of the business plan all along. The majority of the traffic has been consisted of SMS users anyway. Of course those who are short-sighted and narrow-minded cannot see it. That’s why Scott Jones and other investors are filthy rich, and understandably so you are not.
“An idea is nothing more than a concrete undertaking.”
You know, I’ve another simple philosophy: “Enough failures will lead to success once you succeed in failing to give up.”
For all its worth I can see clearly enough the business model that ChaCha is predicated and I don’t think that the founders, the investors or many of its Guides are as myopic as what is sometime alleged here.
Sure, in any start-up there are going to be hits and misses. There are many documented cases to prove this point.
So, for those who think ChaCha a joke or a prank let time be the judge.
Oh, speaking of time – another simple philosophy of mine: “Time needn’t be anything more than those special moments cherished for all of eternity.”
One more thing and I am not being sarcastic but what is “Digg?”
Jack (#38) – “Any rational company would have a problem with you sending out their internal memos, duh.”
True, but any company that didn’t want the news to get out wouldn’t send their “internal memos” to 20,000 people
To #35 – Excellent point. Making fun of ChaCha Guides is also making fun of Mahalo Guides because I am both. I bet that almost 25% of ChaCha’s Guides are also Mahalo Guides. ChaCha does a much better job of communicating with its Guides though and seems like they work hard on building a community. Of course the pay sucks but what can you do? And not all Guides are dim- I have a Master’s Degree in literature- I just happen to not have to work and find being a Guide fun and, at times, enlightening.
Arrington, don’t be a shmuck.
To #46 Good point! But still understandably fired. D’oh!
ChaCha just won the AT&T fast pitch contest at the CTIA wireless show. Go figure!
http://www.hits...om/news/999522/
I am a ChaCha guide and I am using my middle name for good reasons. Most of the searches on ChaCha are kids with waste of time prankish searches or blaster questions that are used to train. ChaCha is under the delusion that 99% of all questions can be answered on the net. Well that is a little bit of a high expectation there. There are still alot of things not on the net!!! Alot of un published phone numbers and people that you cannot find anything on!!! I need my job with ChaCha but going to look into some other things too after reading everyone’s comments
I wonder how many of you have tried to run a business. It’s not as easy as many think and there are always issues that people encounter. If you don’t like to work for them, then there is a simple solution. Don’t.
Want to become a ChaCha Guide. I have many invites left with me. Kindly send me an email to kaushal_km1988@yahoo.com for more details. I can also give you free tips on cracking the test. Note: Applicants must be 18 or above Should be a US citizen Should have a valid SSN for payment purposes.