By: Ben Anderson & Xin Liu
When a customer posts a request on Thumbtack, we want to match them with the right professional for the job. When the marketplace was small, this was easy—just blast the request out to all of the pros in the request’s category and location. Today, with millions of requests a year and hundreds of thousands of active pros, we can’t rely on that simple algorithm anymore. The definition of “right” is no longer obvious—the pro and the customer each have their own preferences, and we need to balance how we benefit customers and pros to grow a healthy marketplace in the long run.