I don't know why TT changed to this new platform! This is the first time ZERO leads are coming in. I usually get 10-20 a week. What happened? Its not becasue its Christmas either. This is the absolute worst roll out yet. No leads means not $$ guys. Wake up and go back to what we signed up for. Big Fat
Now that I got that out of the way. I seem to be ranking #1 consitatly. Easy to check. BUT no leads. So ranking is not the issue. Also, after speaking to a rep, she said even if the client contacts other pros, you will still get a notification that a potencial customer is interested and you can send a quote. At least that is what she said. So what is the problem. Here is the problem.
Thumbtack took the personal touch out of the experience! Pretty plain and simple. In an age of algorithms, it is refreshing to get a real human who is really interested in your project. Not anymore on TT. A potencial customer gets up to 20 pros automatically and has to sift through, what I beleive, is very time consuming and frustrating process. I live near TT so I would be happy to sit in on a board meeting and give you some ideas. We love you guys as you have helped us grow our business but now, not so much.
it's really simple, since everyone can manipulate their profiles to rank higher in the results, then it's a useless system. Allowing ALL professionals equal access as before at the same time is the only fair way to do it.
The new "promoted" feature does work and we are getting a lot more requests from customers, but it really seems it is all about the low-pricing to the customers. I did notice that some promoted features pop up on my phone, via the app, and it gives me the chance to "Decline" a work request. During a busy time, or when I think the customer isn't serious, I presseed "Decline" a few times, only later realizing that I was charged for it. Please make the decline feature not incur a cost/fee, unless we accept the job.
When the customers get all these results how many pros can they contact? I think it should be limited. Some people may contact every single pro listed which means our chance of landing the job are very small. And I still highly request that these quick response buttons ‘what is the next step’ etc, be removed. I will only respond to a customer if they put some thought into their message to me. They didn’t simply click a button which they probably did for many different pros. I want a client that is choosing to contact me based on my profile, experience etc, not someone just playing the field.
First, some context: Thus far, the changes rolled out since last year have worked well for me. I spend less time chasing leads, and my return on TT dollars spent has improved by about 20%. Some of that is due to the changes in TT, some is certainly due to factors outside of TT. At this point last year, I was ready to bail on TT for reasons people have mentioned, but decided to go all-in on Instant Match (as it was then called) and that payed off. So, with the latest changes, I'll take the same approach, but i do have some concerns and questions:
a) Those first few listings shown to customers don't seem to vary much, even with changes to the input fields. For many businesses, it's a croweded field, with *lots* of good choices for customers, and pro's tend to answer their basic service info in similar ways. Is there some rotation or random component to who gets show "above the fold" in that initial search?
b) How does location actually fit in? I've checked "top pros in my area", and frequently find that they are an hour away. I'm a Top Pro, and in my own zip code i have to scroll down 4 or 5 "mores" to find my listing when i test the interface. - below people with lower reviews, fewer jobs, etc. I don't necessarily think location should have the same weight for all types of services, but right now i don't know how it factors in at all.
c) In the tests i've done as a customer, that initial list of pros doesn't change much as i fill in the questions and dropdowns - is there really enough variation amongst pros on those questions to assess a fit to the customer?
d) this is just a pet peeve i've raised before. Some of the pros presented to the customer have additional tags such as In High Demand, and Great Value. Value is defined as quality / cost, bang for the buck etc. For a photographer, caterer, musician, or builder... TT has no way to determine quality, and those lablels are confusing Value with simply Cheap. This works against those of us building a brand around value rather than price.
e) are reviews with details in the text weighted differently than those with just a number? IE, does a 5 with some paragraphs to add detail count more in the rankings than just a 5? Could it, please?
f) are the factors that go into placement based on the pro's whole profile, or just those services that match the customer's search? The reviews and comments, number of hires etc on my wedding profile are all from weddings - not headshots, no proms, no portraits - those are on seaparate profiles. How does that weigh compared to the other approach of more reviews, hires etc but for jobs which are unrelated to the customers project?
When IM was rolled out it was pretty obvious to me that it couldn't work, but surprise, it did in my case. I'm hoping I can be surprised again.