The Review Engine helps you collect customer ratings and direct customers to your Google, Yelp, or other review pages. The feature is available on the Pro Plan.
Your customers can leave a Service Review after a completed job or a Likely Review to rate how likely they would recommend your services to others.
Setting up the Review Engine:
1. Activate the Review Engine
Go to Addons.
Find Review Engine.
Toggle on Review Engine.
2. Activate Service Reviews
Go to Addons > Review Engine.
Activate Service Reviews.
Grab your Google redirect link:
Log in to your Google My Business page
On the Home tab, Click Read Reviews
Select Get More Reviews
You will then copy this link.
Add Your Service Review Redirect Link: The Service Rating link determines where customers are redirected after selecting a rating.
On the Service Reviews Power-up, click Manager
Paste the URL where you want customers to leave their review.
NOTE: Please make sure your link begins with https:// when pasting it into your Service or Likely Rating field.
Activating service reviews will also prompt your customers to review the last Completed service right inside the portal.
Add the Service Rating Shortcode to Your Messages
After configuring your Service Rating link, add the Service Rating shortcode to your follow-up email and SMS templates.
Email
SMS:
3. Activate Likely Reviews
Complete the same steps outlined above to insert your Google, Yelp, or any other redirect link.
Embed the Likely Rating shortcode in your email & SMS templates to prompt your customers to leave likely reviews.
Email
SMS
This feature will provide you with a Net Promoter Score (The Net Promoter Score measures the willingness of customers to recommend a company's products or services to others. It is used as a proxy for gauging the customer's overall satisfaction with a company's product or service and the customer's loyalty to the brand.)
When should you use Service and Likely Reviews?
Service Reviews should be sent after a completed service to monitor your Business and Technicians' day-to-day performance.
Unlike Service Reviews, Likely Reviews should only be used every 60 to 90 days to see how your Business is performing in the long run.
Reports
Service Reviews and Likely Reviews are collected into their own service ratings report in Reports > Service Rating/Likely Rating
The report that you see in GorillaDesk is a result of them clicking the 1-5 star in your email.
Important Notes:
When they click on this, it will record it under Reports > Service Rating. If they click it 5x, they will show up on the reports list 5x, this is internal and is not transferred anywhere.
When they click on any of these stars, they will be redirected to your Google page or redirect link.
On your Google page, your customers need to be signed in to Google, select the star rating again, then write a review, for the actual review to show up on your Google page.
The reason why sometimes reviews are captured in GorillaDesk but not on your Google page is that they've selected stars in your email, but did not proceed to write an actual review in Google.
This is common if they are using an iPhone or simply not using Gmail, since it requires a Gmail account to leave a review or they don't think they need to do the 2nd review (Google page)
Once they leave your email, we cannot control whether they will post an actual review or not, this feature collects the initial click and redirects them to your page for an actual Google review.
You have the option to bypass GorillaDesk's review capture and send customers directly to your review link.
This way, they will not see the star rating in the email but they will be asked to leave a review directly on your Google page.
Please note that if this is enabled, customer reviews will not appear in the Service Rating or Likely Rating Report in GorillaDesk. The Review button will also display differently in your emails.