Introducing Front Desk — a First-of-its-Kind Concierge Service — to Help Small Businesses Grow More Profitably
Jeff Grant •Former COO at Thumbtack•Last updated Mar 9, 2022
Last updated Mar 9, 2022
Table of Contents
Home professionals are busier than ever: 73 percent expect their company’s financial situation to be the same or better in the next quarter according to our recent Economic Sentiment Survey. And, they’re seeking help to keep up with demand, with more than one-third of home service businesses (36 percent) attempting to fill full- or part-time positions.
Given this atmosphere of growth and possibility, we’re particularly excited to introduce Front Desk, a new concierge service personalized to help independent businesses turn even more potential customers into confirmed jobs. Now, small business owners all across the country can optimize their operations to be more efficient and more profitable.
Our new Front Desk offering helps pros scale, while minimizing the effects of the labor shortage on their business. Through this concierge service, pros gain access to a team that is dedicated to helping them communicate with potential customers and book more jobs. By giving their customers near-instant, effective, and customized service through Front Desk, pros can spend less time in the office and more time focusing on their craft. Today, our Front Desk team responds to inquiries on average in 2 minutes, which means customers are finding help faster than ever and pros are growing their businesses more efficiently.
“The Front Desk team has been phenomenal. Customers reach out to us at all times of the day, including late at night. Before Front Desk, we wouldn’t see the messages from customers until the next day because we were out in the field or at home with family. Now, it doesn’t matter when customers reach out because they get a response right away and it’s helped us engage with them more efficiently. The customers also appreciate the quick response from our team. It’s been great!” — Michele Bottone, owner of Lazy B Fencing and Staining.
To start, Thumbtack’s Front Desk team conducts an onboarding call with each pro to understand their business goals and preferences in order to set up personalized responses for customers — much like a personal assistant. From there, based on the package that best fits each pro’s needs, the Front Desk team handles messaging with customers on behalf of the pro — days, evenings, even weekends — and helps them book jobs based on their availability and any other personal preferences. So customers get a quick, personalized response based on what they need, and pros are able to convert more inquiries into confirmed jobs.
“As a sole operator, Front Desk has been making my life easier and less stressful by not having to personally respond to the lead in real time, especially when out on a job. With the team contacting the customer right away, it’s helped me secure jobs more often than ever.” — Matthew Carroll, owner of Caroll Plumbing LLC
During initial testing of Front Desk, local service professionals saw, on average, 20 percent higher job conversion, and 28 percent higher customer satisfaction ratings. And chat is just the beginning.
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