Automatically request reviews from satisfied customers to build your online reputation.
Overview
Review requests help you collect positive feedback from customers automatically. Good reviews improve your local search ranking and help win new business.
Enabling Review Requests
- Go to Settings → Communications
- Find the "Review Requests" section
- Toggle "Enable automatic review requests" to ON
- Configure your timing and platform preferences
- Save your settings
Timing Settings
Automatic Triggers
- Job completion: 24 hours after job marked complete
- Payment received: 2 hours after invoice fully paid
- Customer satisfaction: Only sent if no complaints logged
- Business hours: Sent during your operating hours only
Custom Timing
Adjust when requests are sent:
- Immediate: Right after job completion
- Same day: End of business day
- Next day: Following morning (recommended)
- 3 days: Give customers time to experience the work
- 1 week: For complex installations
Review Platforms
Google Business Profile
- Most important: Impacts local search rankings
- Easy for customers: Many already have Google accounts
- Free business listing: No cost to set up
- Rich snippets: Reviews show in search results
Trustpilot
- Consumer trust: Widely recognized review platform
- Industry credibility: Popular with service businesses
- Review widgets: Display on your website
- Paid plans available: Enhanced features
Facebook Reviews
- Social proof: Reviews visible to friends
- Business page: Integrates with Facebook marketing
- Local discovery: Helps customers find your business
- Free platform: No cost for basic features
Review Request Process
Customer Journey
- Job completed: Work finished to customer satisfaction
- Automatic trigger: System waits for configured delay
- Review request sent: Email or SMS with review link
- Customer clicks: Taken directly to review platform
- Review submitted: Customer leaves feedback
Message Content
Review requests include:
- Personal greeting: Customer name and job reference
- Thank you message: Appreciation for their business
- Review request: Polite ask for feedback
- Direct links: One-click access to review platforms
- Alternative contact: Phone number if issues arise
Message Templates
Email Template
Subject: How was your experience with [Business Name]?
Hi [Customer Name],
Thank you for choosing [Business Name] for your [Service Type] on [Date]. We hope you're happy with the work we completed.
If you have a moment, we'd be grateful if you could share your experience with others by leaving a review. Your feedback helps us improve and helps other customers find us.
[Review Platform Button]
If you have any concerns about the work, please call us directly at [Phone Number] and we'll make it right.
Thanks again!
[Business Name]
SMS Template
Hi [Customer Name], thanks for choosing [Business Name]! If you're happy with your [Service Type], would you mind leaving us a review? [Review Link] - Any issues? Call [Phone Number]
Customizing Templates
Personalization Variables
- [Customer Name]: Customer's first name
- [Business Name]: Your company name
- [Service Type]: Type of work performed
- [Date]: Date work was completed
- [Job Reference]: Job number or reference
- [Phone Number]: Your business phone
- [Technician Name]: Who performed the work
Tone and Language
- Professional but friendly: Match your brand voice
- Brief and clear: Customers scan quickly
- Genuine appreciation: Thank them sincerely
- Easy ask: Don't make it feel like work
- Escape route: Offer direct contact for issues
Managing Responses
Positive Reviews
- Respond publicly: Thank customers for their feedback
- Be specific: Reference details from their review
- Share internally: Celebrate with your team
- Use in marketing: Feature testimonials (with permission)
Negative Reviews
- Respond quickly: Within 24 hours if possible
- Stay professional: Don't get defensive
- Take ownership: Acknowledge any valid concerns
- Offer resolution: Invite them to contact you directly
- Learn and improve: Use feedback to enhance service
Performance Tracking
Key Metrics
- Request rate: Percentage of jobs that trigger requests
- Response rate: How many customers leave reviews
- Star rating: Average rating across platforms
- Review volume: Total reviews per month
- Platform performance: Which platforms get most responses
Optimization Tips
- Test timing: Try different delays to find optimal timing
- A/B test messages: Compare different templates
- Platform focus: Prioritize your most important platforms
- Personal touch: Sometimes manual requests work better
Best Practices
Quality First
- Earn reviews: Provide excellent service first
- No incentives: Don't offer payment for reviews
- All customers: Request from everyone, not just happy ones
- Timing matters: Ask when experience is fresh
Legal and Ethical
- No fake reviews: Never create false reviews
- No review gating: Don't pre-screen before requesting
- Follow platform rules: Each site has different policies
- Data protection: Handle customer data responsibly
Troubleshooting
Low Response Rates
- Check timing: Too early or too late?
- Simplify message: Make request clearer
- Test different platforms: Customers may prefer alternatives
- Personal follow-up: Sometimes a phone call works better
Requests Not Sending
- Check job completion: Job must be marked complete
- Customer contact info: Ensure valid email/phone
- Communication settings: Review automation rules
- Business hours: Requests only sent during set hours