×

Thumbtack founders Jonathan Swanson and Marco Zappacosta

Thumbtack Is Coming For Yelp And Angie’s List As the Smartest Way To Hire Skilled Pros

Armed with a new $30 million funding round and an innovative business model, Thumbtack helps you tackle projects that are typically a pain to hire for—think plumbers, personal trainers, and movers.

Finding someone to paint your deck or DJ your wedding shouldn't be that hard, but even with the rise of review services like Yelp and Angie's List, it is. In the best-case scenario of a personal recommendation from a friend, you still have to make a call, wait for a reply, and hope they're available and meet your budget—and if they're not, call a dozen others anyway.

San Francisco-based startup Thumbtack is working to strip away those annoying steps, and has just raised a $30 million round from Sequoia Capital and Tiger Global Management to grow their business, which is already live in all 50 states and the District of Columbia. Unlike review sites that primarily display information, Thumbtack makes introductions between customers and professionals based on the specific needs of a project. Professionals who confirm they are interested and available make bids for customers to choose from.

"We see Angie's List and Yelp as not much different than the Yellow Pages," says Thumbtack cofounder Jonathan Swanson. "They add useful reviews but they don't help you accomplish what you need to get done. We reach out and do the stuff you don't want to do—see who's available and interested."

How Thumbtack works | Click to expand

The first step is a project request, where customers answer a few specific questions based on the category of project. Within a few hours, they receive up to five introductions to professionals with quotes, reviews, contact info, a business profile, and a personal message. Because the customer can see all the bids, this helps reassure them that they are paying a fair price for the service they want. Avoiding that "Did I just get screwed?" feeling is key.

Rather than letting customers give an open-ended description of what they need, the questionnaire is designed to give the service providers the exact information they need to decide whether to bid on the project. "We've surveyed thousands of pros, asking what questions does the customer need to answer to truly outline their process," says cofounder Marco Zappacosta. "We help them scope it up front such that the professional has all the details they need to decide if it's someone they're interested in. There are 800 different questions across different categories, and each customer gets the few that are relevant to them."

"I like to describe it as a mullet business," says Swanson. "It's very simple on the front, but very complicated on the backend."

The questionnaire is also important because Thumbtack's business model is to charge professionals per customer introduction—between $3 and $25 based on the type of work—so they need to make the best decision based on their availability.

"The revenue model was a journey, something we had to learn," says Zappacosta. "The first thing we tried was a subscription model, like a flat fee for access to the customers we have. But it didn't line up to the professionals' needs over time. Sometimes you want a lot of business, sometimes a little. So we moved to this introduction model, where the pro looks at what the customers need and pay to start the conversation based on their schedule. We're not selling clicks, or impressions, but customers. They understand what they're buying and appreciate it." The cofounders have a favorite fishing analogy for this model. On Yelp or Angie's List, you have to go fishing for customers; on Thumbtack, they just hand you some fish.

The model also makes Thumbtack different from something like HomeAdvisor, which matches professionals with customers based on requests, but those matches are pre-sold, meaning that local professionals are automatically identified based on an algorithm that incorporates a range of needs including type of service, location, time frame, and materials. It also relies primarily on follow-up phone contact.

HomeAdvisor also specializes in home improvement, where as Thumbtack's offerings are much broader, and its current most popular categories are, in order, personal training, catering, moving, interior painting, and singing lessons, "especially in L.A.," says Swanson. "There are interesting seasonal differences too—landscaping is big right now, and rent-a-Santa will get big in the winter." You can even find someone to officiate your wedding (or give you some marital therapy down the road).

"The practical reason that we chose not to pick a particular vertical to specialize in is that we didn’t know what it would work for," says Zappacosta. "If you look at eBay, they probably wouldn't have picked the collectibles market, Beanie Babies, as their breakout category. We didn't want to pick the wrong thing. The philosophical reason we offer all services is that if the solution is generalizable, which ours is, it shouldn't be limited to one type of job."

Thumbtack had 63,000 paying professionals last month, each of whom is vetted for licensing, bonding, insurance, and verified credentials, and then professionalism and expertise based on community reviews. The company estimates it has brought $1.8 billion to service providers over the past year, based on 3 million projects with average quotes of $600.

And more than just an advertising service, Thumbtack consults with professionals on marketing and building a web presence. Swanson and Zappacosta say that a significant portion of the new funding, which brings their total funding to $49.2 million, will go to expanding their contact team in Salt Lake City that provides both customer care and business coaching to professionals—many of whom don't have storefronts or experience navigating digital marketing. The company has already made a few hundred hires this year, and plans to add a few hundred more by the end of the year.

Another substantial part of the funding will go to the engineering and product side, which is key to the self-service platform they've built for professionals to pay by the relevant introduction. This allows Thumbtack to forgo the expensive sales teams that drive their biggest competitors. "We see it as a business-model innovation that allows for a consumer experience innovation," says Zappacosta.

Add New Comment

18 Comments

  • personally I hope thumbtack becomes more rated than craigslist which is where all my customers say they heard of my business, i also do have yelp ad as well.

    I like thumbtack best

  • efreighter

    I did some research on reviews of Thumbtack since we are in the process of offering leads for businesses as well. It seems that on pissedconsumer.com the general consensus is that since you have to pay for leads, Thumbtack is creating false leads to drive revenue. In my mind that is a quick way to lose business and since there is no real competition (yet) they will continue to operate in a way their reviews are showing them less than ethical.

    Based on those reviews and issues I decided to change a couple of ways to get real leads without being a middleman and forcing people to think they are paying for fake leads. Seeing below the person saying they kept getting spammed is interesting too. All great information to hopefully let our soon-to-be-launched website offer a better way to get customers without having to pay out all your profit.

  • Kirk Ott

    As a pro specializing in exterior soft-washing / power-washing, I have used Thumbtack, Kudzu, Yelp, Angie's List, etc. I have a love-hate relationship with Thumbtack. On the plus side, they do bring you leads. They also do well with SEO rankings (i.e. those who search for "pressure washing Atlanta", Thumbtack is typically on the first page -- people click and go through their quick drill-down process, thus capturing new customers more than I can do on my own site alone.) The problem is, folks who use Thumbtack are typically just price shopping. You don't get the most QUALIFIED leads. Even with our great reputation (25+ 5 star reviews, background verified, insured, full profile & pics, gold member), I have less than 1 out of 5 customers even look at our bio, let alone select us. So one customer conversion costs me about $15 - $20, which may be 10% of our total job -- NOT a good ROI. Another issue is that Thumbtack does not ask the right questions to allow me to bid properly.

  • Jennifer Whelan Mendel Carr

    Thumbtack is GREAT! Angies List and Yelp are HORRIBLE!!!! HORRIBLE!!!

  • ekibismuth

    Thumbtack doesn't verify potential clients, and doesnt refund money to pros if a client doen't hire anyone at all. it is a great way for a small business to waste money on unverified leads.

  • I agree, I tried them for a while a few years ago, and it just took my money for nothing. I paid for leads that didn't hire me, and they kept spamming me until I demanded them to stop.

  • fordee7

    Holy smokes, could there be more Thumbtacky shills here making crud up? What business owner is going to come on here and tell their competitors that 'Hey, this works awesome for me'?? Just more evidence that Thumbtack has no integrity - just like how they post fake jobs to sell service providers fake leads. Such a scam. Don't believe me? Google 'thumbtack scam' or similar.

  • The service works but I do think they need to vet the customers a little better. Over half of the leads aren't even viewed by the potential customers. It's great that you get the credits back, but would be better if the consumer was a little more serious about purchasing.

  • Jeff Pietrowicz

    Just started a couple weeks back. It works GREAT in my industry. I want to add for the researchers that end up here, that most of the complaints about T.T. come from photographers. That industry is overcrowded, and needs little credential to be off and running. Also, many quote EVERY lead they get and wonder why their ratio is off. The prices for quotes are great for many industries. Basically, I see a ton of photographers and D.J.s using the "I didn't get a sale, ergo, must be a scam" mentality. NOT TRUE It is hard to get going in the current advertising environment, as the ubiquitous smartphone is fairly new, and getting found is a crapshoot. Those who aren't creative in their marketing fail.

  • info

    How about try using a service that is FREE for vendors and customers?

    MyCityPlace.com specially created to make the process to connect consumers with local businesses as easy as three simple steps.

    Step One: Prospects come to the website to search for business in the desired locality Step Two: With the click of a button compare selected businesses Step Three: Submit quote to all selected vendors.

    Essentially all the chosen vendors will receive the quote and if registered will be able to contact the customer directly in response.

    It is completely FREE to register and begin to receive quotes from interested people using MyCityPlace.

    Leverage the power of modern search and register today at: http://mycityplace.com/Account/BusinessRegister.aspx

    Thank you for taking the time to read this message,

  • ashnic83

    We own a masonry company and have been using the service since last year. It has only gotten better and we use it on a rolling basis. Not all leads are perfect but I would say about 20% are quality and choose us but the rest usually are inquiring to see price points and may use us down the road. Also I use it when I travel to cities and need something last minute like a hair stylist or such and not one complaint! Beats out all other companies like Angies List plus the customer doesn't pay a dime and the company has a small investment with no attachments.

  • Christina James Thead

    I joined Thumbtack a couple of months ago, and although I need to weed through a lot of leads before I get a client that matches what I do (glazing kitchen cabinets and faux finishes), I definitely feel that it is worth my time. Their customer supports has been very good as well. And I can determine how many miles away I want to travel for my job.

  • Ana Lavaquial

    How can they guarantee the loyalty from both customers and professionals? Once the positive recommendation is done, who needs the paid platform to intermediate the deal, specially in the long run?

  • Demetria Anne Zwierzynski

    After a Craigslist disaster, and not wishing to join Angie's list, lack of return calls from yelp, this market is HOT!!!

  • It's always interesting to learn about new applications and services like this. As somebody who works for an online marketing company that provides local SEO services for our users, I'm curious as to how this service can be leveraged to help our clients find customers. This will definitely be something to look into further.