Requesting Service Reviews from Customers

Derek Torres
Derek Torres
  • Updated

We have built the Service Reviews platform into ServiceTrade to simplify requesting reviews. Service Reviews is partially powered by NearbyNow.

There are two places in ServiceTrade to request Service Reviews: Work Acknowledgement and Service Link. This article will walk you through sending a Service Review from both of these places. It will also show you how to Check your Service Review Request History.

 

Technician Workflow: Requesting a Service Review from a Work Acknowledgement 

For Technicians who have Service Reviews enabled, the following tutorial will briefly explain how easy it is to request a review from a customer.

Service Reviews has been integrated into ServiceTrade, which makes requesting a Service Review a seamless step in completing the Work Acknowledgement in Tablet Mode.

  1. On the Mobile App, navigate to a relevant Job's Appointment.
  2. When the work is complete, tap the View More Details button to navigate to Tablet Mode.
  3. Tap the Actions drop-down button.
  4. Tap the Create Work Acknowledgement button. The Request Service Review? toggle will be switched On by default (for techs who have the feature enabled.)
    • Toggling this switch to OFF will ensure that a review request will not be sent to the customer.
  5. *optional Tapping the description box under Request Service Reviews, allows Techs to manually enter a 10-25 word of the work performed.
    • Tip: Techs can tap the blue Quick Add feature buttons to auto-fill the Job Description, Job Type, and Services description. This information auto-fills from the Job Page. The gray Clear Description button will clear the text in the description box.
    • Note: The Tech's description is no longer required to request a Service Review. However, if filled out, it will show up on your website along with the customer's star-rating and review comments. So while not mandatory, we highly recommend that techs enter something in this field.
  6. Once done, follow the normal steps to creating a Work Acknowledgement.
  7. When done, tap the Review button, to generate the Work Acknowledgment. You Customer will now need to review, confirm, and sign the Work Acknowledgement.

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Office Workflow: Requesting a Service Review from a Service Link

If a Technician did not send a review request, or if you prefer to send them from the office, you can use Service Link to request a review:

  1. Follow the normal steps to send a Service Link.
  2. When you get to the Service Link Menu. Toggle the Request Review switch on.
  3. If there is more than Tech on the Job, select on the Technician drop-down menu which Tech you would like to request the review from.
  4. Click the description box to enter basic information about the work performed.
    • Tip: You may use the Quick Add buttons to auto-fill the Job or Service info into the Review Request.
  5. Send the Service Link.  The customer will receive a Service Link in one email and a Review Request as a standalone email. 

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Checking Service Review Request History

Service Link will warn you (but not stop you) if you have already sent a Review Request for this Job. If there is any other doubt about whether a request was sent, check your Job history.

If you just sent a request via Service Link moments ago, the Job history may not yet be updated. You may need to revisit or refresh the Job page after a few moments.

FAQs

Am I able to just check-in without requesting a Service Review?

No, we pair check-ins with review requests and send them over to the NearbyNow system together. Check-ins will show on your site immediately (they aren't waiting for a review to be completed).

Reviews will show once they are completed by the customer.

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