Overall, I like the ability to promote my business via Thumbtack; however, and I have mentioned this on past occassions both to TT Support and on a past community posting, the "canned responses" TT makes available to users (e.g., "What's the next step") should not trigger a charge. Indeed, on multiple occassions, I have responsed within a short period of time (e.g., 15 minutes) and sent follow-up messages and received no response. The feedback TT gave was these messages empower people to respond when they may be uncomfortable or uncertain what to write. I disagree. These "canned responses" are a trigger for TT to charge and streamline the process and conversion, allowing TT to justify the fee. If TT is unwilling to remove these responses, then TT pros should receive a refund (or even partial refund) when a prospect does not author any original content or respond. I welcome your feedback. Best, Jeffrey E. Pomeranz, Esq. Pomeranz Law PLLC
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Additional metrics regarding views, contacts, etc. would be helpful in assessing the value of the new approach TT offers. As an example, provide monetary statistics on a month-by-month basis showing spend versus contacts, spend versus leads, spend vs reviews, etc. It would help professionals and TT see the ROI and offer transparency that is currently unavailable (or requires manual input by the professional). Separately, TT currently allows users to use canned messages such as "Sounds great! What's the next step" (or the like equivalent) on the initial contact, which prompts TT to charge the professional a fee. In all instances I will respond within a short timeframe offering a call to the prospect or asking for more information; however, not all prospects never respond. TT should issue a credit in these instances as the "contact" that prompted the charge netted no client relationship, or for that matter, any contact with the prospect. While I understand TT charging for actual leads, including those that do not convert into a customer, the charge should only occur when the customer actually types a message. Recommend removing the canned responses / conversation starters altogether as this would likely help eliminate empty leads.
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