Thumbtack instantly matches customers with skilled professionals in every county nationwide. Each year, millions of people use our marketplace to find and hire local businesses from plumbers and electricians to DJs and even personal trainers.
In making these connections, not only do our customers get more done, but our pros can build sustainable businesses.
Our IT team supports over 800 Thumbtack employees. It is critical that we provide efficient, timely help to enable our employees to get more done.
We want our employees to proactively engage with IT to solve problems instead of viewing us as a blocker. If our employees are happy with the services we provide then we know we are delivering value.
Implementing a customer satisfaction program is the first step, followed by sharing the data with your team on a consistent basis. We talk about CSAT in our weekly team meetings and share both positive experiences as well as learning opportunities.
Recognizing team members consistently for their great work inspires more great work.
Nicereply allowed us to implement a CSAT tool that gave us a 1-10 scale to measure our performance with much more detail and granularity. We track our responses for each team member and provide a quarterly award for CSAT to the leading support engineer.
The biggest challenge we faced was company-wide growth. We were extremely busy hiring in Q4 and having fine-tuned IT processes allowed us to support this growth without a hitch.
Measuring customer feedback allows us to know the things we are doing well and the opportunities for improvement. The data we gather allows us to hold our team accountable for a high level of customer service.
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I have never worked for a company where the IT service turns things around so fast and are so kind!!! You are truly appreciated.
Everyone in IT is always very friendly and helpful in explaining why something has to be done that way or what went wrong. Thanks for always being so helpful!
You guys were so fast and got us fixed within 24hrs. You guys rock!
Nothing! EVERY time I need something, you guys take care of it quickly and efficiently! Love our IT guys!
Quick like a bunny and friendly as a puppy. Thanks for all you do!