Thryv

Thryv has been extremely valuable, especially setting the foundation for the things I need and how it works. I'm still at the point where I'm still working on getting customers. But when I look at the things that I need to do for the customers, as far as the other things like lead magnets, Thryv has the platform in place. When I meet with these companies, they want to sell me different things. I'm like, "I already have that. That's not what I need. I need this." So it's good to know that.

When people go to my website, they see everything on a website, anything they use to contact me that's not my phone number. But when they click on that, that's basically how they communicate with me. I have the Thryv contact form. So, if they don't go in and click a client portal, and they just fill out a contact form, they're still going to Thryv. That's their main line of communication to me, unless they call me. I tend to not want everyone to call. I want them to go through the Thryv portal because it's private. They can communicate a little more effectively on that.

I've told people about Thryv, and they see the price. But with everything that Thryv does, if I was to go to a company for each of those services, I would be paying way more. I was also looking at Decibel and Salesforce. I quickly eliminated them because they were too much, and they couldn't do it. Then there was also another one that therapists use when they have their rooms. I sat through quite a few presentations, and all of them had additional services that could be there if I needed them, but their additional services was a bunch of things that weren't a priority to me. With Thryv, the only thing I think that I'm not taking advantage of right now is them building me a website because I already have my website. But it's good to know that there's a website there that could still be built for other things that I need. And I don't think the website is a big chunk of that price for everything else that I'm getting with them.

When you deal with multiple companies, you're dealing with multiple customer service. But Thryv has 24 hours customer service for me. So whether I go on my platform, chat with them, call them or I respond to an email, someone can always help me. But if it has to deal like with my HIPAA compliant portal, there's a specific team that deals with that with some of those matters.

Since I signed up six months ago, I met with the onboarding person weekly to navigate those things. Then I have a social media team. I've been meeting with that person for like the last several weeks. It's been one on one weekly to walk me through things that's specific to my business. If I have a question, they say, "Well, this is how you do it." Then they give me homework, but they have the hands-on and they’re showing me how it works. They've always been available. In setting up my webpage, I had to do one that was Google, and I messed something up. I texted her and said, "I think I screwed something up." She called and said, "Oh, okay. No. We just have to do this and that." They're very patient and teachable. I feel like I have my own private team as part of my business, which is saving me from hiring employees to do this because I'm paying Thryv to do it.

Josie is my main contact. She helps me and she always replies back to me immediately if I ever have a question or when I had shared my concerns. I always feel like she's an advocate of ours. She always takes that and raises it up to whoever needs to and they try to figure out some things. Then there was Jessica that I've worked with on the website build side. She helped me with the print side as well. When I ask her to make some changes or do some things on our website, she does an awesome job of setting it up for me.

Then one guy called me and talked to me about the digital aspect of their business, of doing SEOs helping to promote our business. We signed up for that additional service. However, that has not worked well at all. We haven't gotten any response out of it. We've been tracking all the clients that we're getting and everybody is just word of mouth, or somebody drove by. We're not getting anybody from the internet in terms of searching the area and finding us. Also, I don't understand how the structure is. The silence is deafening when the guy who said that this is the greatest thing in the world never follows up to make sure that it works. Maybe that's how the company is set up. But we've been really pleased with their basic service.

Thryv makes us look more professional. We set the appointment and the Thryv software sends out three text messages as reminders to the client. That has been helpful. Clients have shared with me that they like that we send them reminders and all of this is being done without me having to always remember to do that. It just automatically does it so I'm very appreciative. I also have the ability to send them receipts once the services are done so, it’s good although they can only receive the receipt via email. In today's time, everybody doesn't wanna give out their emails because they're tired of getting spam mail. I would love to be able to send my clients a receipt via text and I have not been able to do that.

Also, when I first started, I used my mobile phone a lot because I'm in the field. I'm not in front of a laptop at the office so at the beginning, I was constantly calling the office asking how the service works on the mobile side. The gentleman who signed me up and the backup team that was assigned to me in case I had any questions were knowledgeable on how to operate the system from a desktop or laptop perspective but when I called in, the knowledge of the support team on how to operate the mobile device was very limited. I had to ask questions and they would have to hang up and call me back a day or two later. They always called me back and I'm very thankful for that, but they didn't know. They would tell me that they weren’t sure how that operates and they would need to find out. It sounds like more training will be needed from the mobile aspect. They got it done but it took a while.

We were with a major marketing firm right before we switched over to Thryv, and our rep worked with Thryv, formerly Dex, but before that, he worked with Yellow Pages. So, he’s had an established relationship with their owner for 14 years. I was ready to cancel everything last year, and I wanted to be done with our mega marketing one. I had figured out other ones that I was going to use. I sat down with our rep because he was doing Yellow Pages, and he also had to do some of the Yelp stuff. I was ready to get rid of the Yelp altogether. So, I went into the meeting ready to tell him to go away. Then I was telling him about everything and the frustrations that I was having with Yelp and with the different things, and that Yelp, for our business, was doing what it needed to do.

He started talking to me about how Yellow Pages is different. Then he started talking to me about Thryv. He gave me a demo on Thryv. He sat down and he went over everything with me. And because we were switching our website, whoever managed our website was being switched too. It was a really good trade for us especially because it gave it such a hands-on feel. So, even though we had people helping us and doing things for us and guiding us, we also could do things on our own. That was a big thing. He sold me that day, and I ended up just doing that. It’s been a really good change.

She was fine. I was in a bad mood because I couldn't get that damn app to work and I was trying to get an invoice out to this lady at her house before I left. I told her, "Hold on." But it just would not go. I think that was just operator error, that's why I called them so they could say, "Are you doing this or that and that?" She was like, "It's working fine on my end. So, just delete it." I think it's because I'm not super versed on that app. Every time I go to it, I have to relearn it basically. But I have liked the end product. It has helped me. It's a cool little program. I recommended it to people.

My program is super simple, but it's really outdated. I wanted to switch over to something more online than this. But it could be just my old ways. If I was a first-time user and never had anything else, it might be awesome. I'd be like, "Wow, this is great." But it could have a little more user-friendly interface. It is good, but there could be a slight bit of simplicity added to it, another button to click.

I called again at the beginning of April, spoke to a man name Chris. He said it was going to be cancelled and we were good. Well, they sent another bill on May 1st with additional charges on it. I called again today and they said they had no record of me canceling it until April. That is a flat out lie, as I did contact them. In reading the reviews for them online now, I can see that they have scammed most everyone that has dealt with them. I want the charges removed, and they refuse.

I have this whole column here. That's the inbox, calendar, client sales document, and I only use social content part. I love that I can go in there and pre-post things because I do more than just social media for my dad. That helps out. Customer service-wise, everyone that helped me has been good. There's Olivia who my dad had been dealing with for years with the ad and the book. Olivia started off well but then she got us in and it was, "Bye." She said she reached out to me when they had new stuff out but she didn't.

The salesman himself was really great and very accessible to the people that were kind of looking to set up the website and the designers themselves. They asked tons of questions and they made sure that we were available. They were very transparent on what we were getting and what we were unable to get, if there was something that we wanted that they couldn't do yet. So, I've had wonderful satisfaction with the customer service.

The service has been kind of a hit or miss with the pandemic. We're a manufacturing company, so it's not like we're in the food industry or the service industry in that aspect. Now that things are ramping back up, I noticed that there are a lot more people looking at the website or calling us from the website. So, I know that people are seeing it and going to it and looking at it.