Wrapping up: Closing Thoughts

Thumbtack_Research

Thanks for all your valuable feedback! The weeks flew by, and this will be the last prompt for this forum before we close out the group at the beginning of next week. Once you respond to this post along with any weeks you might have missed, we can compensate you for participation.

We also have some 1:1 interviews scheduled with you where we’ll have you share some of the experiences you’ve had with booking inquiries in a little more detail and also get your feedback on a few concepts before closing out the beta program research. If you have any questions about participation/next steps, feel free to direct message us here or send an email userresearch@thumbtack.com

You’ve given the product team many ideas for improving the pro and customer experience for booking inquiries and we’re very grateful for the insights you’ve shared with us! 

We’ll keep it pretty lightweight this week as you may have shared some of the same feedback in a prompt about a month ago. 

• Are there any wishlist features that you would like to see added to…
  • Booking inquiries?
  • Thumbtack overall? 
• How would these changes improve your experience?

DPDJacob

Main feature that would help me out would be the masked phone numbers to call customers. Some customers truthfully need to be called, not texted and not messaged on the app. Thumbtack overall is good. Nothing that comes to mind for me.

Being able to call customers again would make closing jobs easier again. Some customers hate messaging on Thumbtack and depending on the job I can get all the info I need with a 2 minute phone call, versus 5-10+ messages/texts.

ZEROREZTC

Are there any wishlist features that you would like to see added to…

• Booking inquiries?
• Thumbtack overall? 
• How would these changes improve your experience?

I think having an option to call the client through the app without being charged that would be helpful.. some clients don’t respond to messages after sending the first initial inquiry.

Thumbtack needs to consider the price of their leads vs. the cost for the pros. For example, we clean carpet for $49 per room.. we don’t want to pay more than the cost of the room for the lead. The price of leads is a huge factor as a small family owned business. If it costs us to go clean a clients carpet because thumbtack took the whole total and then some, then it becomes an issue.

These changes would help tremendously. I enjoy the use of thumbtack as a lead system for our jobs.

Jyhomerepair1234

As mentioned above, having an option to call the customer on our end would be good. Often times I felt like the customer wanted to have a conversation over the phone and it was hard to figure out how to. Also a way for us to be able to initiate a booking, many times the guest did not know what to do in order to go through with the booking through the app. That will assist in moving quicker with the leads, being fast makes a huge difference when it comes to getting booked.

all in all I really enjoy using Thumbtack, it’s really elevated my business with incredible leads this last year and will continue to use it going forward. I like how you can target your leads by service offered as well as location. It’s been awesome to participate in this research of the possible booking inquiries mode and I thank the Thimbtack team for allowing me to be a part of this. Thank you

Cash

I think it was was a great experience overall and I thoroughly enjoyed working with you guys I do however want the booking inquiries to stay I do not want to go back to the old way on the platform it was not very productive for me the booking inquiries has turned up a lot of good leads and customers and I think that it is doing the customers disservice to not have the dick looking inquiries not so much as the pro but the customer being able to reach out and communicate directly send pictures do things like that versus just getting them directly to assigned to you and you paying for it I think it was a wonderful idea I think that we should definitely do it . Thanks everybody for all your valuable feedback and comments and participation I look forward to our next project

Cash

bloodline

The main feature I would like to see added would be a video call feature. Some way to communicate with the customer besides messaging. Maybe there is a way to implement getting on the phone with a customer before a certain job or skill is required would help. Overall the booking inquiries has been a nice push for my business. I would definitely like to see that added. This study/ research has opened my eyes to a few things I need to correct but also things I’ve been doing well. Hopefully this won’t be the last project.

Wishing everyone much success in 2025!

Joshua_Harding

BI feature requests would be the ability to have clients share product links. Also having providers able to request booking confirmation and not only rely on the client to make the request.

Thumbtack feature request, customer preferences on appointment dates / times. Maybe a top 3 preferred timeframes.