Questions about Thumbtack phone numbers? We’re here to help.

ArvinC · June 12

@hortinthewho Thanks for following up and sharing that example. Would you be willing to send me the customer's name, either here or in a private message? I'd like to look into the specific case and see if we can get more clarity on what happened.

I can definitely understand why that would be frustrating, especially when you're doing exactly what was expected on your end. Let me dig into it a bit and see what I can find out.

Unknown · June 13

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Nick_Bennett · June 14

When multiple companies are calling the same number (or assigned number), how does that come through to the client? Does it appear as Spam when they are all of a sudden receiving multiple calls or does our CID appear? It would seem as though the client experience has changed because since the change, we have had multiple people say we have reached out too many times…yet are following the same protocol. I think more insight into what the client sees when they are signing up/ how they understand this process and then also what they see on their phone when we actually reach out is important.

Unknown · June 15

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Unknown · June 15

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Unknown · June 15

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SarzozaPhoto · June 15

What customers see when they contact you

Yeah, I'm concerned about how the client sees our call coming in since many like to pick 5-6 Pros. Do all incoming calls just say Thumbtack? That's annoying for them if so. It'll just look like TT is calling them multiple times within minutes of their request. How soon can we give them our number or get theirs? There's a warning if we share our numbers? That's weird.

I'm also concerned that the calls are recorded for the client's privacy and ours.

Why is it that if they reply to no one in 72 hours, we get a refund? So if they reach out to 6 Pros and ghost 5, the 5 are out of luck and money? Seems a bit unfair.

There should definitely be an op out option for this and a discount for those who opt in. That seems like the best solution to all this.

Unknown · June 16

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Unknown · June 16

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Unknown · June 16

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Grace · June 16

Privacy, call recording, and why calls appear as Thumbtack

With all due respect, when you force such a change on us (the pros), you show us a complete lack of respect.

We are the ones paying to use Thumbtack. We are your clients!

You claim that you want to protect the leads' privacy and that's why you don't show us their real phone number (absurd, since I have already been charged for that lead). And yet, you record our calls with them?!

I wonder how you came up with this idea. Has any Thumbtack user (a lead for us) ever told you that they prefer to keep their phone number hidden from the small number of pros that they will contact, but they have no issue with your company collecting an immense amount of data about them by recording their phone calls with the pros, and keeping track of their written communications too?

If you believe that feature is an amazing idea, keep it, but let us have the option to opt out.

When you made accepting instant bookings mandatory, I left your platform. I returned when you rolled that back and gave us the option to opt out. I will do the same thing again. I am not going to be playing with my potential clients' privacy, and I am not going to be chasing people for their numbers. I pay you, Thumbtack, to connect me with leads. If you are creating obstacles out of nowhere, you are not offering the service you promised.

One more thing that has been mentioned in this conversation and I've kept repeating for years: let the users know that we are being charged for every initial communication! And that we are not Thumbtack's employees (which becomes more difficult to believe when our caller ID suddenly has become "Thumbtack").

Unknown · June 16

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SarzozaPhoto · June 17

What customers see when they contact you

I got my first TT number lead today. I have to say it is more cumbersome to contact the client. I don't get what an access code is either. Interesting that TT says "more insights," but they got rid of the 'number of jobs done' information in the competition insights section. That seems like fewer insights to me.

I really don't like that the phone calls are recorded. Sometimes I have clients who are public figures, and Thumbtack having their address or other personal details because the calls are recorded seems a bit invasive.

ArvinC · June 17

Thank you to everyone who took the time to share your questions, feedback, concerns, and experiences regarding Thumbtack phone numbers.

We're closing this discussion so we can take your input back to the Thumbtack team as they prepare for the upcoming AMA. We appreciate everyone who participated and shared their perspectives. Your comments have helped surface important questions and themes that the team will review as part of the discussion.

The AMA video will be posted in the Community next week, so keep an eye out for that announcement. We'll do our best to address as many of the questions raised here as possible.

Thank you again for taking the time to engage with us and share your thoughts. We encourage you to continue participating in Community conversations and providing feedback as we work to bring your voice back to the team.

Questions about Thumbtack phone numbers? We’re here to help.

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