Thumbtack number

Nas · June 19

I want to share my experience since the recent communication changes on the platform.

For the past couple of weeks, I have been spending approximately $50 per week on leads. Since the update, I have noticed a significant decline in my ability to connect with potential customers. Many leads are not responding to Thumbtack messages, and phone calls are often unanswered as well.

Before these changes, I was able to follow up directly through text messages from my own phone number. That follow-up process was much more effective, and I would typically book at least one or two events per week. Since the update, I have not booked a single event through the leads I have received, despite continuing to pay for them.

I am not trying to take customers off the platform. My concern is communication and lead conversion. If customers are not seeing or responding to messages, professionals like me are paying for leads without having a fair opportunity to connect with them.

I am also concerned that I have contacted Customer Support multiple times over the past week and have not received a response. When professionals are paying for leads and experiencing major changes that affect bookings, timely support is essential.

If these issues continue, many professionals may be forced to reduce their budgets significantly or leave the platform altogether because the return on investment is no longer sustainable.

I would appreciate clarification on how Thumbtack plans to address these concerns and improve communication between professionals and potential customers.

Nas · June 19

Nas · June 19

I want to share my experience since the recent communication changes on the platform.

For the past couple of weeks, I have been spending approximately $50 per week on leads. Since the update, I have noticed a significant decline in my ability to connect with potential customers. Many leads are not responding to Thumbtack messages, and phone calls are often unanswered as well.

Before these changes, I was able to follow up directly through text messages from my own phone number. That follow-up process was much more effective, and I would typically book at least one or two events per week. Since the update, I have not booked a single event through the leads I have received, despite continuing to pay for them.

I am not trying to take customers off the platform. My concern is communication and lead conversion. If customers are not seeing or responding to messages, professionals like me are paying for leads without having a fair opportunity to connect with them.

I am also concerned that I have contacted Customer Support multiple times over the past week and have not received a response. When professionals are paying for leads and experiencing major changes that affect bookings, timely support is essential.

If these issues continue, many professionals may be forced to reduce their budgets significantly or leave the platform altogether because the return on investment is no longer sustainable.

I would appreciate clarification on how Thumbtack plans to address these concerns and improve communication between professionals and potential customers.

ArvinC · June 19

Thank you for taking the time to share this @Nas. When you're investing in leads each week and not seeing the same level of customer engagement or bookings, it's understandable to question whether the experience is working for your business.

One of the goals of Thumbtack numbers is to make it easier for pros and customers to connect while providing additional protections, such as refunds when a customer doesn't respond to any pro within 72 hours and greater visibility into customer engagement through lead insights. We know, though, that those benefits don't fully address the frustration of feeling like you're getting fewer opportunities to have meaningful conversations with potential customers.

We've heard similar feedback from pros about follow-up workflows and response rates since these changes were introduced. Experiences like yours are important because they help the team understand the real impact these updates are having on businesses that rely on Thumbtack to win work.

Thank you again for sharing your experience. Feedback like this is being collected and shared with the team, and many of these questions and concerns are expected to be discussed during next week's AMA regarding Thumbtack number.

Nas · June 19

Thank you for acknowledging that other pros are experiencing the same issue. That actually confirms that this is not an isolated experience.

My question is: has Thumbtack measured whether booking rates have increased or decreased since the introduction of Thumbtack numbers?

Because in my personal experience, my follow-up success rate and bookings have decreased significantly.

TheParentCo · June 20

This change has been a complete nightmare for my company. We had to take our budget from unlimited to only $450 a week due to this change in communication. This change also has caused us to no longer need our CRM system Housecall Pro because of the generic contact information being provided.

We now have no means to market in the future to clients because we don’t have customer contact information. So essentially we are paying $30-$60 for nothing.

As a small business this is disappointing and we don’t have money to waste while Thumbtack decides to test & measure.

We hired a Google ad specialist yesterday & are going to put our lead budget into Google & Nextdoor because this change is costing us more than its benefiting us.

If this is the business model now then maybe the leads should only be charged to the Pro that’s able to make contact through this makeshift system.

We have gotten great success on Nextdoor for Pros that are suffering from these updates please try them & I wish you all luck in the world.

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