Customer Communication Tools

Thumbtack_Research

Welcome back and thanks for your patience – since we got off to a delayed start this week please feel free to take until EOD Monday 3/3 to respond to this week’s prompt

We know booking inquiries require some changes in the way you communicate with customers and we’ve definitely heard feedback around call requests, blocking links/contact info, and temporary numbers. To focus on communication a little more generally…

• Communication Channels How do you use different communication channels to build relationships with new customers? 
  • When are some times you like to use voice calling vs. text vs. other means of communication?

• Usage of Video - Have you ever employed video-calling in the process of scoping a job with a customer? How did it go?
  • What would be your impression of having an in-app video calling feature in Thumbtack? How useful would it be for your business?
  • What would be your impressions of having the ability to record a video introduction to yourself/your work on your profile for prospective customers to view?

Also, please let us know if there’s anything new in terms of feedback—new challenges or things that have worked out well—that you have around Booking Inquiries!

Josiah_RPP

For communication, I prefer to use text to make a phone call with the customer easier. My jobs usually require an amount of detail that is hard to convey with text, and it is easier to sell my services in a call.

I have never attempted to video call a customer before. My first thought would be that they would not like it, no one wants to hop on a Zoom call with people they don't know. But it could be useful for showing the issues that customers are having. Might make quotes an easier thing to pull off remotely.

Joshua_Harding

I find that almost all of my customers prefer text to communicate. I will often suggest getting on a voice call when the customer has very complex projects or difficulty explaining it via text. Regarding video calls, its not common but I have had a few times it has been used. I would be in favor of it being available through the app! I would absolutely use the ability prerecord a video message to help introduce myself to prospective customers.

DPDJacob

It largely depends on customer age in my experience. Not trying to be rude to anyone based on age but just my observations.

Generally Id say anyone 40 and under it is easy enough to just message them on the Thumbtack app.

Typically with customers over 40 they seem to prefer texting.

And once we hit 60+ sometimes the only way is with a phone call.

I usually need a good amount of information before having a decent idea of how much the job will cost. So the best thing for me is to just have multiple ways that I can contact the customer.

I have done video calling a few times, I provide free estimates within a certain radius. And I charge for estimates outside that radius. I do have it on my website for free virtual estimates (video calls). I've only had 2 or 3 total, but when I have done it it's been extremely helpful. I'm sure some people would be uncomfortable with it, but if it was integrated into Thumbtack I think overall people would be more willing to do it. It could make the process overall quicker for customers. I would likely be able to get all the information I would need in a 5 minute video call versus messaging back and forth for a day or two.

Not sure how I would feel about a video introduction to be honest. But if it ever was implemented onto Thumbtack I would definitely give it a try.

bloodline

The main channel of communication I use with customers is messaging/texting and phone calls. I feel I try and get on a phone call when I’m working or when I’m traveling from one job to another.
I have had two or three FaceTime calls with customers that I asked if they mind to show me the repair needed or the area to be cleaned.
I would appreciate having a feature like this. The more detail the better when dealing with cleaning and repairs/ handyman/ renovation and remodeling. This would be a nice addition for the customer as well so they can get an explanation of why the cost could be more than initially estimated.

ZEROREZTC

I booked jobs via phone call and text message the most. If the client sends a message then we usually continue the conversation and booking via text. If I get an inquiry and their phone number is provided then I call them immediately.

I do not like the idea of video calling customers. It is not needed in our business. If clients need to show us a surface or stain then they just snap a picture and send it, or we wait to get to the residence to clean.

bloodline

I would give the video intro a shot. It could add a nice touch to your profile.
One feature I would like to add is video reels. I can’t add videos to my camera rolls only pictures for some reason. I think short clips would help as well.

Cash

Yeah I like big text message option and I use it because it's most convenient but most of the time I do a lot of the phone if I pay for the direct lead I usually talk on the phone and it's just easier but one thing I do like about the text message and Feature would be the fact they can send pictures I think sending pictures of the job and things that they want done is detrimental to how to bid the job on the money. Because I find that customers tend to minimize the amount of work that is needed in most projects to save money and I think that's really where it's at with me they all every one of them are never really just directly clear on exactly the amount of work that needs to be done some may not know the amount needed but I think most realize that usually the worker tested they're asking you to complete is a little bit harder than they lead on it to be so I just believe that the being able to video to be able to text being able to send pictures being talking the phone is all intricate part of how the system works so it just going to vary from customer to customer

Jnsthilaire

Most of our communication is done through text. I prefer it to calls so I can keep track of everyone's information. Being able to be sent pictures and video of a bug, damage etc helps a lot when giving an estimate. Video calls or facetime may be just as helpful as TEXTS.

Jyhomerepair1234

most of the communication with leads is through text/messaging but jumping on a call is very important as well. As a matter fact a lot of my clients like to get on a call quite frequently, it allows to explain thinks better over the phone than through messaging.

I haven’t had a video call with any of my customers as of yet, typically I just schedule a visit to look at the job. I think I would be open to a video call feature but sometimes if I need to see the project, it is best to actually be there physically to take measurements and pictures of the area.