Verifying Customer Reviews

Verifying Customer Reviews

Idea
Follow the steps below to tie customer reviews to the correct technician and job. This will populate the review-related scorecards.
  1. Navigate to the MarketingPro section of ServiceTitan
  1. From the navigation pane on the left, under "Reputation" select "Reviews."

  1. Match the Review to a Job: 

  • Click the open area in the job column to open the review.  

A screenshot of a computer Description automatically generated

  1. Click "Edit"
    A screenshot of a review Description automatically generated
  2. Type the job number into the job number field to associate the job with the review.  
    1. If the job number can be determined, you do not need to select anything in the technician or customer field. 
    2. If the job number can’t be found, but the technician can be determined based on the review, select the technician in the technician field.  

Finding the correct job

You can try “Suggest Match” to see if ServiceTitan can find a match using AI. We’ve found it to be very unreliable. 
  1. If “Suggest Match” does not provide the correct job
    1. In another tab, use the search function within ServiceTitan to locate the corresponding job. 
      1. Consider factors like the service date, customer information, and specific details mentioned in the review. 
      2. If multiple jobs match, carefully assess each one to determine the most likely candidate. 
Additional Tips: 

  • Check Job Notes and Invoices:  

  • Review job notes and invoices for specific details that might help confirm the match. 

  • Communicate with Your Team:  

  • If you're unsure about a match, consult with your team members, especially those who interacted with the customer. 


If you cannot determine the review/job match

Using the "Can't Verify" option.

  1. Hover over a review that needs to be verified
    1. Reviews that need to be verified will not say "Verified" in the match column.
  2. A snowman menu (three stacked dots) will appear on the right--click this menu.
  3. Select Verify
    1. We realize this seems counterintuitive. Just go with it.

  1. At the bottom, of the Verify Match screen, click "Can't Verify"

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