We looked at national data across all the services on Thumbtack and one thing is clear: Pros who reply to new leads in their inbox within 60 minutes are a lot more likely to get a response. Replying within 5 minutes is even better. But the longer you wait, the less likely you are to hear back.
And it makes sense, right? Customers came to Thumbtack looking for something done ASAP, they find you, get excited, reach out. And if they feel like you’re right there, eager to get started, they’re a lot more likely to choose you.
Other than making sure you’re getting notifications about new leads (emails and push notifications on your phone), there are a couple simple things you can do to make sure you’re moving as fast as possible:
Make some saved replies
If you often say the same thing to customers, you can now save those responses in the Thumbtack app and send them instantly.
Tap and hold any reply to save it for later and sort through all your saved replies by hitting this little icon in a chat.
Focus on your inbox
There’s a lot going on in the Thumbtack app. And we’ve noticed pros spending a lot of time in the Jobs tab. That’s where you can contact customers in case the first pro they picked falls through.
But the jobs in the Jobs tab are a bit of a long shot. The customers in your inbox have picked you specifically and are waiting for you right now. So make sure that’s where you spend your time — catch any new leads as they come in and get back to customers quickly if you’re in the middle of a conversation.
If you don’t want the lead, decline it. Fast.
That way we can tell the customer you’re not available and you can move on to the next lead. There’s no penalty for declining. It’s actually really helpful — for you and for us. If you decline a lot of similar leads, we’ll show you lower in search results for those kinds of jobs. And if you do it quickly, we’ll consider you a responsive pro and give you a rank boost in search results.
What works for you when you respond to customers? Tell us in the comments below.
Hi. I'm Dina. I work and write for Thumbtack. Other interests include: reading, feeding my baby radishes, demanding that everyone know that my baby likes radishes, and considering and then declining exercise.