Phone numbers

AlexPDX · March 16

The goal has always been to generate leads through Thumbtack and then move those clients into our own company pipeline.

We’ve run into an issue where the same client ends up being causing us to be billed multiple times when we keep all communication inside the Thumbtack app. I’m wondering: if we continue using the forced phone number Thumbtack provides, will the platform still track those client interactions and charge us again for repeat work?

For example, a gutter cleaning job often isn’t profitable the first time it’s booked through the app. However, when we follow up directly a year later for the same annual service, it becomes profitable. In our first year, we assumed we wouldn’t be charged every time for repeat work from the same customer on the same yearly project, so we moved clients off the app early. Now we’re trying to understand the best way to handle this moving forward without duplicate billing.

DustiO · March 17

Hi @AlexPDX you are only charged if/when a customer actually submits a new request, not when you reach back out to that customer. So, if you are reaching back out to the customer whenever you choose to (weeks, months, years later) you won't be charged.

AlexPDX · March 17

Yes this is what’s worked when we move them off the app. When you send the lead to multiple pros we get lost in their threads and will just put in a new request. This isn’t helpful for pros. With the new number set up, helpful to confirm they aren’t dead numbers but are clients encouraged to ONLY message through the app or can we still request their real numbers once in communication?

DustiO · March 17

I want to quickly clarify that Thumbtack does not send leads to multiple customers — customers input the parameters of the job they need done and see a list of pros, they then need to proactively reach out to pros on their end.

Re: Numbers, you are free to get their direct contact information, but if you do request direct contact information you will lose the ability to get the unresponsiveness refund (since you're moving the convo off platform). However with Thumbtack numbers, all of the messages you send in the app will also now go directly to the customer via SMS as well (so if they don't return to the app, which happens a lot, they will still see all of your messages!) and (if using the Thumbtack number) when you message the customer via SMS those messages will also appear in the app, so you can keep all of the conversation in one place.

Keep us posted here on how it goes, we will be watching feedback closely and will share it with the team. Thank you!

AlexPDX · March 17

That’s not my experience. When i’ve shopped for sevices the very first thing that pops up is “get quotes from 3 different pros.” I understand your need/job to defend the process but i’m coming from a place of experience. It’s easy for clients to get lost in a sea of messages. Hope this clarifies my point.

DustiO · March 17

Ah yes, that totally makes sense! Keep me posted on how it goes with Thumbtack numbers! And I would also recommend sending the feedback about prompting customers to reach out to more pros to support@thumbtack.com to be sure it gets logged. I will also share the feedback with the team!

1CorinthianGroup_PI · March 18

Thumbtack must do a better job of catering to the Pro's who are paying for this services. Here are a few of the many issues we've been experiencing with Thumbtack over the years.:

The customer's/leads are not properly vetted resulting in window shoppers who cant afford our services and are not ready to take action.

There should be a way for potential client's to contact the Pro's directly as many businesses have potential client's going into a funnel so they can be captured and marketed to directly in the future.

There are specific services that aren't listed for leads/prospective client's to consider which results in leads/prospective client's selecting the wrong services.

Duplicate contacts should immediately be refunded. This is simple stuff but when I have to ask for a refund multiple times a week, my confidence is Thumbtack's intentions is being challenged!

Its imperative to understand that all businesses are different and a 1 size-fits all website business model is reducing both consumer/lead and the Pro's confidence. There should be customizable fields to include traditional and non traditional services, personal messages & tips from Pros to prospective clients/consumers/leads when they visit our profiles .

Lastly, if Thumbtack cares about the Pros best interest, there should be a location for Pros to offer applicable recommendations to improve the Thumbtack user experience. Being able to quickly reply to quality leads is essential. If the leads are horrible, if the lead isnt allowed to directly call/text the Pro so that the prospective client details can be saved for future marketing efforts by us or our staff/VA then we are paying for poorly vetted, partial leads controlled by Thumbtack.

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