New phone number policy

TCB247
TCB247 Posts: 28 ✭✭
edited June 5 in Community News

Comments

  • DustiO
    DustiO Administrator, Moderator Posts: 2,583 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 Posts: 28 ✭✭
    edited June 5
  • DustiO
    DustiO Administrator, Moderator Posts: 2,583 admin

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

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  • TCB247
    TCB247 Posts: 28 ✭✭
    edited June 5
  • TCB247
    TCB247 Posts: 28 ✭✭
    edited June 5
  • TCB247
    TCB247 Posts: 28 ✭✭

    staying my robot didn’t notify me … wow

  • DustiO
    DustiO Administrator, Moderator Posts: 2,583 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 Posts: 1 ✭

    Very good insights

  • TCB247
    TCB247 Posts: 28 ✭✭
    edited June 5
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  • TCB247
    TCB247 Posts: 28 ✭✭
    edited June 5
  • ArvinC
    ArvinC Administrator Posts: 187 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 Posts: 28 ✭✭
    edited June 5
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  • TCB247
    TCB247 Posts: 28 ✭✭

    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

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  • TCB247
    TCB247 Posts: 28 ✭✭

    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: 2,583 admin

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

  • TCB247
    TCB247 Posts: 28 ✭✭

    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: 2,583 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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