Use Default Setup to create an SMS survey

Overview

Marketing Pro Reputation lets you set up survey requests through SMS using the following templates: Default Setup, Recommended Setup, Advanced Setup. The Default Setup was created by ServiceTitan, and uses basic information that you can configure to create SMS surveys on your own. Use the Default setup if you want to have more control over your survey messages and follow-ups.

Note: This article covers the Default setup for creating SMS surveys. See the articles on Recommended Setup and Advanced Setup if you prefer to use those templates.

Things to know

• SMS surveys are sent to all phone numbers listed in the Customer Record.

• SMS surveys are sent only during the day. Daytime hours are from 8 AM to 9 PM. Any surveys triggered outside these hours are sent to customers the following morning.

Create an SMS survey using Default Setup

1. Go to the navigation bar and click Marketing  .

2. In the side menu, click Review Generation.        

   Note: You can create surveys from Monitoring section in Marketing. For more, see Manage reviews.

3. Click Create Survey.

4. To create an SMS survey, select Default Setup. 

5. Click Next. The Default Survey Setup screen opens.

There are four steps to take to send an SMS survey to your customers:

1. Step 1 Overview: Add detailed information for your SMS survey, including the survey name and type, event triggers, and segment.

2. Step 2 Prompt: Set the SMS message asking the customers to answer the review. Also, set up a follow-up SMS message if the customer doesn't send a review.

3. Step 3 Review Sites: Organize the websites and social edia sites in the order from where you prioritize receiving SMS surveys. We recommend using Google as the first website from where you want to generate your reviews.

4. Step 4 Review and Submit: Finalize and start the SMS survey.

Step 1: Overview

1. Select Email Survey for the Survey Type, then enter the Survey Name. 

2. Click the Trigger dropdown and select an event trigger:        

   • If you keep the Job Complete trigger selected by default, only one default review request is sent per job. 

   • If you select Manual Request, then an automated Job Complete survey can't trigger for that same job. 

3. Select the individual Business Units to which the survey applies.        

   Note: To add more Business unit options to send review requests, edit your location Marketing Pro > Locations. Select additional units and save changes.

   Tip: You can't use the same business unit (BU) in more than one survey.

4. If you want to make changes to a location, click Manage Locations.

5. When finished, click Continue. The Prompt step opens.

Step 2: Prompt

Turn on the Include Logo toggle to enable viewing your logo in the SMS survey. If the selected BU's location doesn't have a logo, you'll be prompted to include one.

Note: Include Logo is inactive by default.

Edit the message in Message Text.

Note: Use merge tags to automatically populate information, such as the customer's first name, by dragging the tag into the message.

If you want your survey to only be sent once, click Continue and skip to Step 3: Review Sites.

If you instead want to automatically send a follow-up message to customers when they don't click the survey after a certain number of days, you can:

Note: This is available in both the Default Setup and Advanced Setup templates.

1. Turn on the Enable Survey Resend toggle to resend the SMS survey.

2. Add the number of days to wait before resending the survey. The survey is resent automatically if this number of days passes and the customer doesn't click the link to respond to the survey. 

3. Customize follow-up messages after a survey, so that it's more personal. Enter the message and use the Tags to personalize it.

4. When finished, click Continue.

Step 3: Review Sites

1. Click Delete for any locations you don't want to include in the survey. 

2. (Optional) To add a location for the survey, click Add Location and then select the location from the dropdown. 

3. Decide which review sites you want to prioritize for getting business reviews. Consider factors like a site's popularity in your industry or the ones most commonly used in your area. Based on best practices, we recommend prioritizing Google for generating reviews.
   
   Next, organize the review sites in your preferred order by dragging them within the list for each location. 

4. (Optional) Click Add Site to add new sites for a location. You can have up to four review sites for each location.

5. When finished, click Continue to proceed to the Review and Submit step.

Step 4: Review and Submit

Review the SMS survey information in this step.

• If everything is correct, click Start Survey.

• If you want to finish the survey later, click Save and Finish Later.

• To make changes to your template, click Edit.         

  Note: Your SMS surveys are sent as soon as the next job in one of the BUs that you chose is completed.

Pause and start a survey

If you want to stop sending SMS survey prompts for completed jobs.

1. Go to the navigation bar and click Marketing .

2. In the side menu, click Review Generation.

3. Click Pause on the survey you want to pause.

4. On the Confirm Pause page that opens, click Pause. 

Note: To resume sending a survey prompt, click Start on a survey you previously paused.

Want to learn more?

• See Get started with Marketing Pro Reputation Management

• See Manage reviews

• See Manage review requests