Use Recommended Setup to create an SMS survey

Overview

Marketing Pro Reputation lets you set up survey requests through SMS using the following templates: Recommended Setup, Default Setup, Advanced Setup. The Recommended Setup was created by ServiceTitan, and uses settings which have historically gotten the best overall click rate. Use the Recommended Setup if you want the fastest way to create a template with no customization requirements.

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

Things to know

• SMS surveys are sent to the primary phone number entered on 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 Recommended 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 Recommended Setup. 

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

There are four steps to take before sending the SMS survey to your customers:

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

2. Step 2 Prompt: Set the SMS message asking the customers to answer the review.

3. Step 3 Review Sites: Organize the websites and social media 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 send the SMS survey, or switch to Default Setup if you need to add more details or triggers.

Step 1: Overview

1. Enter a Survey Name.

2. 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.

      

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

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

Step 2: Prompt

1. 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.

2. Select a prompt from the list. Then click Continue. The Review Sites step opens. 

Step 3: Review Sites

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

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

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

4. 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. 

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

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

Step 4: Review & 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.

• If you want more options for the survey, click Switch to Default Setup then confirm. For more, see Use Default Setup to create an SMS survey. 

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