Reputation - FAQLast updated on 11/15/2022

Marketing Pro - Reputation is a reputation management tool that allows you to manage your business listings across over 60+  sites, generate reviews, and monitor and respond to reviews from one consolidated feed. For more information, see Getting Started with Reputation Management.

No, Marketing Pro includes all three components and is sold as one package.

• First, this tool provides listings management which allows you to enter your company’s name, address, and phone number (NAP) once in the Knowledge Graph and have a consistent NAP across over 60+ sites. This consistency builds trust with both customers and search engines.

• Second, Marketing Pro - Reputation allows you to generate, monitor, and respond to reviews.  The more quality reviews your business can generate, the more confidence both customers and search engines have in your business.

Yes, this tool includes Review Generation via SMS and Email.

No, this tool includes management of business listings, review generation, review monitoring, and response only.

We understand that giving technicians the ability to request reviews allows you to get reviews from customers most likely to give positive reviews. However, we strongly recommend automated review follow-ups paired with manual review requests. This ensures you are getting a review from every customer, which will increase the number of reviews.

Currently, we trigger review requests on job completion and manual trigger.  We will be adding more triggers over time.

Verification can be done manually and automatically, but Marketing Pro provides guidance indicators based on low, medium, or high confidence levels. We look at the name of the reviewer, the social platform that is clicked, the technician's name in the review text, the city where the job took place, the exact feedback text, ratings, and the dates of the job compared to the review date. Reviews are tied to tech, job, location, and campaign.

The existing job completion survey is set up via Settings and it has no business filter, no connection to social accounts, no social account tracking, no tech-review matching, and can add review pulling review responses.

In Marketing Pro - Reputation, the survey is set up via the Marketing tab and is customizable per business unit. It will also have social account postings, track outcomes, and tech-review matching.

Yes, you can set up notifications for when new reviews come in and you will be able to route them based on the rating to the appropriate responder. You can also create an alert to remind you to respond to reviews or match reviews to technicians.

No, you can’t. You can create either email or SMS for each business unit (BU). For example, if a user has an East BU and a West BU and they create an email review for the East BU, then they cannot create an SMS review for the same East BU, but in this case, they have the option to create either SMS or email for the West BU.

Yes, the Review Requests page allows you to see all Reputation Management review requests and each job number where a request was generated. On the Review Requests page, you can click Resend Survey for the desired job where you’d like to resend the survey.

Review requests are currently only sent to the customer profile.

The system sends the review request to all phone numbers on the customer profile, but if one of those phone numbers fills out the review first, then the review request will auto-populate with the entered response for the next person that clicks the survey link.

You can set up your review request survey so that it excludes a specific customer tag. For example, you can create a No Survey tag type and set your reputation survey to exclude that tag under the Advanced survey filters on the Segment step of the survey builder. Then, CSRs can tag specific customers with the No Survey tag before the tech completes their job, or you can set up a quick one-field form to auto-tag a job with the No Survey tag, and then technicians can complete that form when on the job so it's auto-tagged with No Survey.

For more information on how to create a form, see Create a form in ServiceTitan.

To have more control over every review request:

• You can set up a manual trigger survey so that CSRs and techs have to manually click Request Review on the job page for the survey to be sent out.

• You can turn off the customer profile’s job notification toggle on the Edit Customer page. Remember that this turns off all job notifications, not just the reputation ones. The toggle can be turned off right before the job is completed if the review request survey is triggered by job completion and then turned back on in the future if needed.

You can edit the customer’s profile in ServiceTitan and turn off all job notifications, and the request will not be sent to that customer. Remember that if you turn job notifications off, the customer will also not receive any other job updates such as confirmations, reminders, or dispatch notifications.

When you add a sold threshold filter to the survey request, it helps in these situations. The sold threshold is a job type setting that allows you to set the dollar value when you consider a job valuable. For example, if you only want to send out reviews for jobs where the customer has paid $50 or more, you can enter $50 in the Sold Threshold Range From field. For more information on sold thresholds, see What's a sold threshold?

Yes. As long as you have at least one active Customer Notification type located in Settings > Customer Notifications, the Reputation survey will send as expected. No need to enable the Legacy Job Completion surveys as the Reputation Management survey is similar and will replace the need for the Legacy Job Completion survey.

Yes, however additional costs may be incurred. Please reach out to your Account Manager who originally assisted you in signing up for Marketing Pro. If you are not sure who that contact is, you can also reach out to your Success Manager.

You can add an advanced filter in the survey titled Exclude Last Review Request that allows you to select a time frame between when the last job was completed and the next one, a maximum of 2 months apart, to not have the survey sent to the customer again.

To prevent reviews from sending to certain customers, enable Customer Notifications in Settings. To do that:

1. Go to Settings > Communications > Customer Notifications.

2. In Booking Confirmation, enable the Text option.

   The Booking Confirmations section opens.

3. Go to the Settings tab.

4. In the Booking Confirmation Checkbox Mode section, select No.

   This triggers job pages to show the job notification toggle. This means a user can toggle it On or Off as an indicator for the third-party reputation management platform to send out reviews for the specific job.

Reach out to the third-party reputation management platform because the data that ServiceTitan sends includes the business unit and job type. This allows the third-party platform to create better workarounds.