Customer support

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Comments

  • Rachel
    Rachel Posts: 4

    OK, thank you.

  • DustiO
    DustiO Administrator, Moderator Posts: 2,566 admin

    You bet! Have a great day, and let me know if you have questions in the future.

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  • DustiO
    DustiO Administrator, Moderator Posts: 2,566 admin

    Thank you so much for this feedback @Matt — I have the luxury of moderating a fairly small number of comments so it's a little easier for me to take my time in answering questions 😅 But I do appreciate all of the kind words! Just know that we are working to improve support for our pros - and definitely taking feedback like this and feedback from our Pro Advisory Board into consideration! This has also been a weird month with a lot of team offsites happening (those happen twice per year since we work remotely, offering us time to connect with our teams in person) and that has caused some disruption and backlog in support.

    Is there anything you need help with right now?

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  • DustiO
    DustiO Administrator, Moderator Posts: 2,566 admin

    I looked you up and you're still showing in the top 3 in both of your profiles — so it honestly may just be a demand issue? I looked at your competitive insights and can see that over the past 3 months there were 46 jobs for 28 active pros. Which averages like 1.6 jobs per pro, so not a high volume of demand. Hopefully this changes soon! I do remember from my time as a pro that the demand would go up and down a lot depending on season... don't know if this is the answer, but if I had to guess I would say so.

  • jrob911
    jrob911 Posts: 2

    I am a PRO on Thumbtack and am trying to speak to customer support at Thumbtack. I have tried using both their text system and their webchat system and am continuously told that someone will message me soon. That was over 3 hours ago. I recall trying for support a couple of weeks ago and same issue.

    How can I speak to someone? None of my answers are found using their Q&A system or anywhere else that I can find on this community. Meanwhile, I'm spending hundreds of dollars per week on leads. What the heck?!

  • DustiO
    DustiO Administrator, Moderator Posts: 2,566 admin

    @jrob911 be sure that you are calling between 8am-5pm MST - here is a link to your Contact Us page in case you need more info about how to reach support. When you tried a couple of weeks ago some of the team was at an in-person training/team event (we do those live twice per year to connect with team members since we work remotely) so that was most likely why you didn't get through. Our current wait time for phone support is 9 minutes so you should be able to get through.

    In the meantime though, is there something I can help you with?

  • jrob911
    jrob911 Posts: 2

    Thanks. I'm based in Arizona and all 3 of my contact attempts have been between the listed biz hours. The attached screenshot is a chat that I initiated about 90 minutes ago that I'm still waiting on.

    **

    My question: Under my account, I am listed for some reason as an "elder law attorney". I have never selected that category, and wish to change my category to intellectual property attorney. I do not see a link to change that anywhere in my account, however. I am trying to get some assistance to change my category - and also to request a refund on some of the leads that I have received that are not the type of service I offer as I seem to be mis-categorized. See second attachment.

    Thumbtack.png
    Elder Law Wrong.png


  • DustiO
    DustiO Administrator, Moderator Posts: 2,566 admin

    @jrob911 I'm glad you came here, because I don't think Support would have been able to help with this! It's a weird one. I think you are seeing that because you have either estate or disability attorney listed as a category (even though you don't have targeting turned on for that category). If you won't be listing those categories I would recommend removing them and seeing if it changes. I am chatting with the team too, to make sure that is what is happening. I will let you know if I can find anything else out. Thanks!

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