I was trying to explain the same thing over the phone and of course it went nowhere. My lead comes at 5PM (a Prime Time for my business ) I reply to it at 9:30 PM, when I finish my classes. Boom, 4 hours have past and my response rate drops. My biz hours are different than office hours. Instead of working, I have to think and look at the phone if any leads came through Thumbtack. That is just insane! The most ridiculous thing is not calculating a response rate (4 hour) from the day it was implemented , but applying it the past 12 month, when it was ok to answer in 24 hours. My response rate was 85% before 4 hour rule and now it dipped to 65 % because of this. I also travel overseas a lot, I can't even reply to my leads from there, because Thumbtack blocks Ukraine, Russia (for example) from accessing it.
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My response rate has dropped since June to 65 %. I couldn't figure out why, so I called customer support about it and here was their answer: The 4 hour rule Thumbtack implemented in June/July , but the response rate Thumbtack calculates within the past 12 month (when there was a different rule, 24 hour window). So, if you were playing by the 24 hour rule before June, it will be recalculated to 4 hours within the last 12 month period. Yes, that's right I That's why it dropped. It makes no sense whatsoever to create a new rule in June and not to start a 4 hour clock in June.
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