New phone number policy

TCB247
TCB247 New member Posts: 18 ✭
edited May 23 in Community News

what are Pros thought on it?? Not getting live numbers for leads …. I have been in the test area and clients are getting confused from going thru an auto dialer controlled by thumbtack.

We will no longer be able to connect live thru our business phone and customers phone ..

Not happy about this change and don’t think it’s going to benefit us. They say it will and at the same time raising lead prices 10% and we lose control of contacting them 🤷🏻‍♂️🤷🏻‍♂️

Comments

  • DustiO
    DustiO Administrator, Moderator Posts: 2,548 admin
    edited May 11

    Hi @TCB247, and thanks for posting. I wanted to quickly clarify that there isn’t any autodialing involved — Thumbtack numbers work just like any other phone number, with the added benefit that messages are also sent to the customer via SMS. We’ve seen this help improve customer response rates, while also allowing us to offer things like automatic refunds when customers don’t respond to any pro.

    You can read more about it here, and please feel free to keep sharing questions or feedback. We’d also love to hear about your experience once Thumbtack numbers roll out in your area, since the team is closely monitoring pro feedback as this rolls out.

  • TCB247
    TCB247 New member Posts: 18 ✭
    edited May 13

    I have experienced this change already and customer feed back wasn’t positive. They stated they didn’t answer phone because they thought it was spam. Then when we speak directly first thing they ask is for a direct contact phone number.

    This is in the Tampa area which you implemented last month..

    Feel as if us Pros are losing control of our line of contact..

    Most important thing is having contact information with a potential client and them having OUR business contact information.

  • DustiO
    DustiO Administrator, Moderator Posts: 2,548 admin

    @TCB247 ok thank you for clarifying. We will be sure to share this feedback with the team!

  • Mbravo650
    Mbravo650 New member Posts: 13 ✭

    Taking away access to the clients phone numbers and forcing us to use the app for communication will loose you many pros and clients will also not want to use the app. There are clients that prefer direct contact with pros like elderly clients that don’t know how to use the app. This will be a disaster overall and it’s frightening because I depend on thumbtack for most of my clients and the last time something like this happened when thumbtack tried to force us to use the auto schedule calendar feature thumbtack lost many pros including myself that left the app for over a year

  • Mbravo650
    Mbravo650 New member Posts: 13 ✭

    thumbtack needs to listen to the pros. We keep the app running just a much as the folks in HQ and we should have a say in things like this because if you loose pros , the clients will keep coming but not for long before they decide to go somewhere else

  • TCB247
    TCB247 New member Posts: 18 ✭
  • TCB247
    TCB247 New member Posts: 18 ✭

    here is a text from a lead today about a robot involve with our purchases and access to direct contact. This AI ISNT for me for sure and I spend a lot with thumbtack over the 10 plus years .

    IMG_0014.png

    I have been in the test area for a few weeks and have had several issue. Clients that we pay for lead thinking it’s a spam call… we need to let thumbtack know. And when it starts nationwide wow.


    their business is sells lead not controlling my response to potential clients ….. in my business minded opinion.

  • TCB247
    TCB247 New member Posts: 18 ✭

    staying my robot didn’t notify me … wow

  • DustiO
    DustiO Administrator, Moderator Posts: 2,548 admin

    @TCB247 AI voice calling is not part of Thumbtack Phone Numbers, so I am unsure what this customer is referring to. Have you possibly enrolled in FrontDesk+? I've also sent your feedback to the team about the customer perceiving the call as spam.

    I'm looking into what the "robot call" might have been and will let you know what I find!

  • MinisterA78
    MinisterA78 New member Posts: 1 ✭

    Very good insights

  • TCB247
    TCB247 New member Posts: 18 ✭

    Yes I have front desk pay extra for and it wasn’t that….. it’s not having access to my number … thumbtack calls show up from coming from New York and I do business in Florida …. St. Pete/aTampa was young toll out phase . I service the whole state of Florida and only comments are from you Tampa area test pilot zone. Anything outside of Tampa is smooth.

    Get lead call with my direct contact info . Can message via text outside of thumbtack / dialer. And no issues this is one of the worst ideas ever for us PAYING Pros …. We are losing control.

    And your wanting us to remove are contact info which is our paycheck!

    Plus raising the rates 10% and we are losing something is long time customers with thumbtack invested in !

    I am not a fan and spent a lot of money with thumbtack over 10 years …

  • marylandman
    marylandman Posts: 24 ✭

    wait…so…if I’m understanding correctly:

    1. I don’t get the customers’ direct number
    2. Customer doesn’t get my direct number
    3. I pay 10% more per lead.

    Is that correct?

  • TCB247
    TCB247 New member Posts: 18 ✭

    correct and starts tomorrow the 26th….

    I have been in the test area Tampa for weeks and not a fan of it. Customer think it’s a spam call coming thru the thumbtack call center … look at your profile I think they are removing business numbers out of it .

  • ArvinC
    ArvinC Administrator Posts: 124 admin

    Hi @marylandman , I shared a bit more detail about this in another thread as well, but just wanted to clarify a few things here too.

    The communication flow now uses a dedicated Thumbtack number tied to the specific lead, so you and the customer can still call and text each other directly through that number. Customers can also call or text the same number back and it routes to your registered business phone number.

    You’re also still free to exchange direct contact information with the customer once you connect if both sides prefer communicating outside the platform.

    I definitely understand the concerns being raised around workflow changes, customer perception, and lead value though, especially from long-time pros who have built processes around direct contact. The team is actively monitoring feedback during the rollout, and posts like yours are being shared internally.

  • TCB247
    TCB247 New member Posts: 18 ✭

    Thanks for your quick and informative reply.

    We will see how this plays out.

  • marylandman
    marylandman Posts: 24 ✭

    this is what I get for my $$? This is what I’m supposed to put into my CRM?

    IMG_4370.jpeg

    This customer replied to me via thumbtack. I shared my direct number and asked for hers. She said “This IS my direct number.” But I don’t have it and never will. What a rip-off. Change it back!!

  • TCB247
    TCB247 New member Posts: 18 ✭

    I agree I have had they complaints yesterday from lead being confused and totally lost !!!!! Going to lose my business as well as a lot of other Pros.

    Besides customers will start using Angie’s list or Bark and thumbtack will be out more than just along time paying pros….

    What a HORRIBLE idea

    I even ask the leads if they thought it was good and alll said no and mention the reason was for to protect THIER privacy and they were at a loss of word!!
    HORRIBLE HORRIBLE HORRIBLE

  • marylandman
    marylandman Posts: 24 ✭

    I got three leads in quick succession yesterday. I got no business out of them. It was definitely a confusing experience for the customers. Previously I had been able to streamline the process and would have expected to book appointments with two of the three leads. Not so this time. I'm out lots of $$$. In response to this terrible change by Thumbtack, I have decreased my service area by 50% and the amount I am willing to pay for leads by 60%.

  • TCB247
    TCB247 New member Posts: 18 ✭

    I did the exact same thing …. And wasted time explaining and apologizing for the confusion. Plus waiting on phone listing to the elevator music while phone system trying to connect with lead. Such a bad idea ……

  • DustiO
    DustiO Administrator, Moderator Posts: 2,548 admin

    @TCB247 are you still having the static/poor quality sound issues with your calls?

  • TCB247
    TCB247 New member Posts: 18 ✭

    no I am not thanks for checking in .

    Still a lot of confusion with leads and not have real phone number initially.


    and me trying to keep all the 315 New York area codes for the leads I purchase phone numbers for me to call.

    Time consuming on my end as well as having to check on leads bought of they have responded . To see if I qualify for a refund .

    Was quite a bit easier before this implementation in Thumbtacks platform .

    Regards

    Mark

  • DustiO
    DustiO Administrator, Moderator Posts: 2,548 admin
    edited June 1

    I'm glad to hear that that has been cleared up! And thank you for sharing this additional feedback. I know I've already mentioned this, but we're actively sharing these conversations with the team working on this experience, and they're reviewing feedback closely to make sure it creates value for pros rather than taking value away.

    If you haven't already, I'd also encourage you to send a quick email to support@thumbtack.com with your feedback so it can be documented directly on your account and reviewed alongside other reports.

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