Thumbtack Concierge Service Aimed at Helping Home Improvement Pros

Home management platform Thumbtack is launching a personalized concierge service to help small home improvement providers convert more customer inquiries into confirmed jobs and optimize their operations, according to a press release on Wednesday (March 9).

“Today, our Front Desk team responds to inquiries in two minutes, which means customers are finding help faster than ever and pros are growing their businesses more sustainably,” said Jeff Grant, COO at Thumbtack. 

“We’re helping pros spend less time in the office or on the phone — and more time on the job. In the future, we envision Front Desk helping independent business owners manage more of their growth factors on Thumbtack. Chat is just the beginning,” Grant said.

See also: Lowe’s Rolls Out Solid Home Improvement Forecast

To thoroughly understand the needs of each business, Thumbtack’s Front Desk team holds an onboarding session with every professional to set up personalized responses for future customers. The Front Desk team can handle messaging with customers on behalf of the small business owners on days, evenings, and/or weekends, schedule jobs, and handle additional preferences as requested.

Michele Bottone, the owner of Lazy B Fencing and Staining, said that with Front Desk, they have customers reaching out all the time. 

“Prior to using Front Desk, we wouldn’t see the messages until the next day because we are out in the field or at home with family. Now it doesn’t matter when customers reach out because they get responded to right away and it’s helped us engage them more efficiently. The customers also enjoy the quick response from our team,” Bottone said.

Read more: 80% of Buyer-to-Supplier Transactions Could Be Completed Electronically by 2025

A testing phase of Front Desk showed that professionals increased job conversions with the service by 20% and customer satisfaction ratings by 28%. 

Launched almost 15 years ago in Silicon Valley, Thumbtack is an online home management platform for the $500 billion home services industry. Thumbtack connects homeowners and local service professionals.