RESPONSE TIME BEING CHARGED FOR OFF HOURS

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I take pride in responding to my customers with an hour when my office is open from 9am-8pm EST. Today I see i am being charged for not responding during off hours which completely skews my response time.


NOT RIGHT!!!


Chris Cavallo

CSI Secure Solutions

Comments

  • DustiO
    DustiO Administrator, Moderator Posts: 1,685
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    Hi @Ccavallo007 I am not sure what you mean by "being charged" for not responding during office hours, can you clarify?

    Your response rate for Thumbtack Pro Rewards shows the percentage of leads you respond to within one hour (between 8 am-8 pm local time). That means if you get a lead at 10 pm, you have until 9 am the next day to respond for it to count toward your response rate. If you have more than one service on Thumbtack, your response rate includes how quickly you respond across all services.

    Yours is showing that you respond within that 1 hour window 89% of the time (screenshot below, amazing).

    If you can give me a little more detail about what the concern is I am happy to look into it, but when I took a glance at your account everything looked great.

  • Ccavallo007
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    My apologies what I meant was that if your posted Office hours are 9am-8pmEST as mine are and a request comes in after that time previously my response time was beginning the following am at 9am which was never an issue.

    Now all of a sudden I see that if someone makes a request say at 2am and I do not respond until 9am it is recording my response time as 7 hours to respond.


    I take a lot of pride in responding within an hour and now all of a sudden the response time is being recorded when the person makes the request no matter what your posted work hours are!


    Please advise!


    Thank you

  • DustiO
    DustiO Administrator, Moderator Posts: 1,685
    edited August 2022
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    That should not be the case - I saw that you sent an email to support as well, so let's wait and see what they say. There could be some sort of bug happening! Because response time is not calculated outside those business hours (8am to 8pm in whatever time zone you are in).

    Also, I am not seeing anywhere that you have anything but a really fast response time! Where were you seeing the 7 hour thing? SO strange! Let's keep this convo open and you can let me know what support says!

  • Ccavallo007
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    Thank you so much yes I will keep my eyes open when and if I see it again..


    Thank you so much for responding I sincerely appreciate it!!


    Chris

  • DustiO
    DustiO Administrator, Moderator Posts: 1,685
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    @Ccavallo007 Of course, you are very welcome!