Thryv: The All-In-One CRM Empowering Small Businesses

Overview of Thryv

The company has created a dynamic hybrid business management platform dedicated to empowering small businesses across various industries. However, they also extend their services to franchises with multiple locations. They combine a range of essential tools designed to streamline business operations and enhance customer engagement. 

Their platform caters to a wide range of industries, including home services like roofers and plumbers, health and wellness services like medical and dental practice clinics, and other business types like pet services and auto services. However, they do not provide their services to several types of companies: pharmaceutical companies, marijuana-related businesses, adult services, and dangerous product businesses.

Their platform is organized into three main services: a command center, a business center, and a marketing center. ThryvPay is integrated into these services to provide secure payment processing. The platform offers a wide array of features, including social media management, contact management, SMS text messaging, email marketing, online listings, reputation management, appointment booking, social media posting, payment processing, and much more.

The platform is particularly noted for increasing customer engagement, with businesses reporting around a 25% increase in the average number of customers, a 61% increase in appointments booked, and an 86% annual revenue increase through bookings and payments. They may also save users an average of 20 hours per week, according to a survey of their clients.

The company’s reputation in the industry is reinforced by their Better Business Bureau (BBB) accreditation and an A+ rating, signifying their commitment to quality and customer satisfaction. Additionally, they are recognized for their compliance with key regulations, including the California Consumer Privacy Act (CCPA) and HIPAA. They were also named a small business leader for 2024 by G2. 

Thryv Features & Services 

They offer several main solutions that specifically cater to a particular business need. You can purchase each solution separately or together for the most benefit. Below is a detailed breakdown of their core features and services.

• Command Center: This is their free communication software that is meant to help you save time and resources while keeping client and team information organized
  • Centralized inbox: You can manage all customer messages from multiple channels (email, social media, chat) in a single location. This ensures that no communication is missed and helps maintain a coherent and organized communication flow
  • Team chat: This is to facilitate internal team collaboration with instant messaging, photo sharing, and document attachments. Ideal for keeping everyone on the same page with real-time updates
  • Phone and video calls: They consolidate all voice and video calls into one view, allowing you to enhance your communications with live video chats directly from the platform
  • Transcribed voicemail: This is for reading transcribed voicemails, making it easier to collect customer information and respond to inquiries
  • Dedicated business line: Having a professional business line can help with your brand image
  • Web chat: You get to engage with website visitors in real-time, offering personalized assistance that mirrors the in-person experience, helping to convert leads and assist existing customers
• Business Center: This software is dedicated to helping small businesses organize and streamline their work
  • Customer database CRM: The CRM is where you centralize all customer interactions— appointments, payments, communications— into one view, making it easier to manage and drive repeat business
  • Scheduling and calendar automation: You can automate all of your business’ online booking and reminders to reduce no-shows and ensure that your calendar remains organized without the risk of overbooking
  • Estimates and invoices: This allows you to convert estimates into invoices with just a few clicks, allowing customers to approve, sign, and pay for services online, securely and efficiently
  • Social media management: Through the Business Center, you can also manage all social media channels from a single dashboard, leveraging AI-powered tools like CaptionAI to create engaging content across all platforms
  • Documentation and filing: The software has the feature for securely storing and managing documents online, enabling easy sharing with customers and team members, reducing clutter, and improving organization
  • Online listings and reviews: This allows you to keep your business information consistent across 60+ websites and manage the business’ reputation by monitoring and responding to reviews from a single platform
  • Digital payments: You get to process and track payments securely online, integrating with your preferred payment gateway, and offering your customers multiple payment options
  • Client portal: You can also build a self-service portal where you can manage appointments, payments, and documents, providing a seamless and secure experience
• Marketing Center: This is a small business-tailored marketing software that can boost your online presence, helping you understand your audience and make data-driven decisions
  • Automated reviews: You can put review generation on autopilot, sending automated messages to customers asking for reviews, which can help with your online reputation
  • Email and SMS marketing automation: Here, you can automate and personalize marketing campaigns to keep customers engaged, using pre-scheduled messages that resonate with your audience
  • Designing websites: They offer you to create a modern, mobile-friendly website using their website builder, which you can do yourself or ask their design team for help 
  • Real-time analytics: You can track your marketing efforts with detailed analytics, helping you adjust strategies based on visitor behavior and campaign performance
  • Heatmaps: This shows you how visitors interact with your website, allowing you to optimize the user experience based on real data
  • Offline marketing tracker: They have the feature of assigning multiple unique phone numbers for your offline marketing efforts for easy tracking and optimization of outdoor campaigns
• Integrations through the Marketplace: You can integrate your software with a variety of third-party applications to expand its functionality. They offer thousands of integrations spread across many categories, including accounting, financial services, forms, mail, insurance, and more

Additional features 

• ThryvPay: This is their online payment processing software that is built for small businesses
  • Easy payment processing: This solution accepts credit card, ACH, and digital payments with competitive processing rates starting at 2.9% and a $0.30 per transaction
  • Next-day funding: This is to ensure cash flow with next-day funding options and offset costs by automatically charging convenience fees
  • QuickBooks integration: This allows you to automate reconciliation by integrating payments with QuickBooks, streamlining your financial management
  • Fraud prevention: This is meant to protect your business with built-in fraud prevention measures, ensuring secure transactions
• eSignature: To simplify the electronic signature process, they offer their own digital signature software
  • Customizable templates: Here, you can create and manage electronic signature templates with drag-and-drop fields, making it easy to gather signatures quickly
  • Automated reminders: You have the option of setting up daily reminders to ensure documents are signed promptly, speeding up the process and keeping projects on track
  • Secure document signing: You also can offer your clients a secure way to sign documents online, with real-time status updates and automatic syncing to the CRM
• Franchise Management Software: This is designed to help franchise businesses manage multiple locations effectively, ensuring consistency and profitability across the board
  • Realtime tracking and analytics: You get to monitor all franchise locations from a single dashboard, with detailed analytics to identify top-performing and underperforming locations
  • Brand consistency: This is to standardize brand messaging and customer experience across all locations using account templates and centralized management tools
  • Cost-efficient: They offer several discounts for multi-location franchises, making it an affordable solution if you have a growing business

Thryv Plans & Prices 

They offer a range of pricing plans, separate for each of their services, allowing users to choose the package that best aligns with their operational requirements.

For their Business Center, there are three main plans available:

• Plus: Priced at $228 a month per location, this plan includes CRM, calendars and appointments, a secure client portal, estimates and invoices, payment processing, local online listings, social media management, 20 GB of file storage, and email and SMS marketing messages (up to 5,000 messages)
• Professional: At $382 a month per location, they offer all features of the Plus Plan but with additional benefits such as an AI-powered social caption generator, 50 GB of file storage, a professional website (up to 15 pages), and email and SMS marketing messages (up to 10,000 messages)
• Unlimited: For $533 a month per location, this plan includes all the features of the Professional plan, with upgrades like generated social content, unlimited file storage, and unlimited email and SMS marketing messages

For the Marketing Center, the plans are similarly structured:

• Plus: For $228 a month per location, this plan includes enhanced local listings (7 key sites), review management, real-time analytics, offline call tracking, and the ability to track up to 3 competitors
• Professional: At $358 a month per location, this plan enhances the Plus Plan with additional features such as listings and reviews, online presence optimization, website heat mapping, and the ability to track up to 10 competitors

For ThryvPay, the pricing is based on transaction volume:

• Basic Rates: Processing rates start at 2.60% and  $0.30 per transaction, with no minimum monthly processing volume. Card-not-present/online processing rates are slightly higher at 2.9% and $0.30 per transaction
• Plus Rates: For businesses processing over $40,000 monthly, rates decrease slightly to 2.55% and $0.30 per transaction, with lower fees for bank transfers and scheduled payments
• Professional Rates: For businesses processing over $100,000 monthly, custom rates start at 2.50%, and $0.30 per transaction are available, with further reduced fees for bank transfers and scheduled payments

Note that each plan level requires a one-time onboarding fee of $250, and all include a free Command Center subscription. These plans are designed to accommodate a range of business sizes and needs, ensuring that users can find a package that best suits their operations. Additional features such as Thryv Signatures, Website Builder, and HIPAA Secure can be added to any plan for an extra monthly fee, providing further customization options.

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Advantages & Disadvantages of Thryv

Before settling on a CRM solution for your business, it’s essential to weigh the advantages of using it against any possible limitations that it might have. In this section, we do exactly that on your behalf:

Advantages 

• All-in-one solution: They stand out with their complete end-to-end customer experience, allowing you to manage every aspect of your customer interactions from a single dashboard. You get to save time and reduce the need for multiple software platforms, ultimately streamlining your business operations
• Dedicated payment solution (ThryvPay): They are one of the few business management solution providers that offer an internally developed dedicated payment provider. Their ThryvPay is specifically designed for small businesses, and you can also integrate with other trusted payment partners such as Stripe, Square, or PayPal. This solution enhances the ease of managing financial transactions, offering a secure and efficient way to handle payments
• Professional website hosting with customization options: Their solution includes professional website hosting, with the flexibility to either set it up independently or have their technical team do it. This feature is particularly valuable for businesses looking to establish an online presence without requiring extensive technical knowledge
• Free Command Center access for life: One of their main management solutions, the Command Center, is available for free for life, providing a central hub for managing essential business functions. Although limited in features, this plan allows you to get started without a subscription fee
• Mobile accessibility on Android and iOS: Their solutions are accessible on both Android and iOS devices, catering to business owners who need to manage their operations on the go
• Free 24/7 technical support and knowledge center access: They provide free access to round-the-clock technical support and an online knowledge center. The availability of continuous support is particularly beneficial for small businesses that may lack in-house technical expertise

Disadvantages 

• Steep learning and onboarding curve: Due to its robust nature, their platform requires a significant investment of time and effort during the onboarding process to ensure proper setup. This can be a drawback if you’re seeking a quick-start solution, as it may take some time to familiarize yourself with all the features and fully integrate the software into your operations
• Higher pricing plans: Despite promoting themselves as a solution primarily for small businesses, their pricing plans are considered to be on the higher side, which could be a concern for smaller businesses or those operating on tighter budgets. While the software offers extensive features, the cost per location can add up, especially for businesses with multiple sites, making it a potentially expensive solution compared to competitors with per-user pricing models
• Not a dedicated CRM system: If you are looking for a CRM solution and not an all-in-one operation management software, they might not be your go-to choice. Despite them offering CRM functionalities, they do not have a dedicated CRM system and may lack some of the advanced features provided by specialized CRM platforms
• Onboarding fees: They charge a one-time onboarding fee, which might be seen as an additional cost barrier for some businesses. While the fee is intended to help you get the most out of the software, it could be a drawback for those looking to minimize upfront costs, particularly for smaller or newer businesses. Note that the onboarding fee extends to the free-for-life Command Center plan

Customer Experience of Thryv

The company has garnered varied reviews across multiple platforms, reflecting the diverse experiences of their user base. They hold an A+ rating from the BBB with a customer rating of 4.52 out of 5 stars. On Trustpilot, however, the ratings are lower at 2.5 out of 5 stars, while on G2, they score a much higher rating of 4.6 out of 5. Their Capterra page also reports a favorable rating of 4.2 out of 5, and TrustRadius users rate them at 8.7 out of 10. These ratings reflect the broad spectrum of user experiences, from highly satisfied customers to those who have faced challenges with the service.

Positive feedback

Their customer service has frequently received high praise for their personalized care, flexibility, and the expertise of their personnel. Customers have often highlighted the company's commitment to ensuring user satisfaction, with many reviewers mentioning the professionalism and knowledge that the team has demonstrated. Other reviewers appreciated the platform’s user-friendly design and effective tools, particularly noting how the support team was always readily available to help navigate through any issues. 

Critical feedback

On the flip side, some common complaints revolved around issues like fund handling, unexpected fees, and dissatisfaction with outcomes. Several users have expressed frustration with the company’s lack of transparency and communication, particularly in customer support. Other customers mentioned ongoing problems with software functionality, with some citing unmet promises during the onboarding process. 

Customer Support at Thryv

Their customer support is around-the-clock, meaning you can get help whenever you encounter an issue, regardless of your time zone or business hours. They offer several customer support options to ensure you can access them whenever you need them. Here's a breakdown of the available support channels:

• Live chat: For quick responses, you can contact their live chat feature available directly on their website
• Phone support: They have dedicated phone support across multiple regions, ensuring that you can speak to a representative no matter where you are:
  • US: 844-998-4798
  • Australia: 800-468-4798
  • Canada: 844-339-6334
  • New Zealand: 0800-814-378
  • Email support: If you prefer to communicate via email, they have a contact form available on their Contact Us page. Fill out the form, and their support team will get back to you as soon as possible via email
• Sales inquiries: If you have sales-specific questions, you can reach out to their sales team directly:
  • US: 888-733-9482
  • Canada: 877-933-9249
• Demo requests: If you happen to be interested in seeing how their solution works in real-time, you can request a personalized demo by speaking with a demo expert through their demo page to get started
• FAQs page: There is a dedicated FAQs page that provides answers to the most common questions relating to their services

They also provide a comprehensive Support Center with a wide range of resources to help you get the most out of their platform. In the Support Center, you can find:

• Articles: Detailed articles covering various topics related to their features and functionalities
• Videos: Step-by-step video tutorials to help you navigate the platform with ease
• Guides: In-depth guides for mastering specific tools, such as the Business Center, Command Center, Marketing Center, and ThryvPay
• Community forum: If you’ve got a question or a tip to share, you can use their user community to connect with other users, share insights, and find answers to common questions

For specialized support, they may also connect you with their payment processing partners, who have phone numbers on their website.

Conclusion 

Thryv is a business management software provider that offers a robust suite of tools tailored to meet the diverse needs of small businesses. They have created an all-in-one platform that integrates CRM, marketing, and communication management solutions in one place. The flexibility of their features allows businesses across various industries to streamline operations, enhance customer engagement, and ultimately improve profitability. They offer unique services, such as ThryvPay and professional website hosting, which sets them apart from many competitors.

The platform’s standout features, like the Command Center's free access and dedicated mobile apps, significantly enhance operational efficiency and customer satisfaction. ThryvPay, with its seamless integration and competitive rates, provides a reliable payment processing solution. They also offer 24/7 technical support, ensuring that you have access to help whenever needed.

However, it's essential to consider some of the drawbacks. Their plans can prove costly, particularly for small businesses on a tight budget. Additionally, while they excel in providing a large toolset, the extensive range of features might overwhelm users who are new to CRM and business management software. The need for a one-time onboarding fee may also be a deterrent for some.

Regardless of your business type or size, choosing the right CRM and business management software can be challenging. To help, we offer a detailed reviews page where you can explore more about other reliable and user-friendly CRM providers. Additionally, our comparison tool allows you to compare top picks and find the perfect fit for your business. If you’re looking to learn more about CRM tools and industry standards, visit our CRM blog for informative articles to guide you through the decision-making process. 

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