Reviews tells you what’s happening in the places you already look. Each Inbox message is from ServiceHQ Reviews and, where it can be, linked to the client. Turn each one on or off on the Settings tab under Keeping you in the loop. All three start switched on.

Message in my ServiceM8 Inbox. The subject reads “Review link opened:” with their name and job number. It reminds you that opening the link doesn’t always mean a review, and that Google can take a few minutes to show a new one, so someone can look on your Google profile and reply.

A note also goes on the job: “opened the Google review link. No more reminders will go for this job.”

When a new Google review arrives

New Google review in my ServiceM8 Inbox. Needs Google connected. Each new review, with the stars, what they wrote, the drafted reply, and whether it’s a customer you asked.

A review of three stars or fewer has a different subject, “Google review needs you”, and a suggestion to ring the customer before anyone replies in public. A calm, quick reply matters more than a perfect one.

Every Monday

Monday summary in my ServiceM8 Inbox. From 08:00 on Mondays: how many customers were asked last week, how many opened the link, how many you ticked as reviewed, and how many replied. Then a list of anyone who opened the link but isn’t ticked yet, so someone checks Google for them. Nothing is sent in a week with nothing to report.

Notes on the job

As well as the link-opened note, a note goes on the job when:

  • there’s no mobile or email to ask: “ServiceHQ Reviews hasn’t asked for a review on this job: there’s no mobile or email on the job or the client card. Add one in the next few days and we’ll ask.”
  • the customer replied to the request: “replied after the Google review request, so ServiceHQ Reviews won’t send them any reminders for this job.”

The texts and emails themselves appear in the job diary like any other, because they’re sent from your ServiceM8 account. WhatsApp requests get a diary note from ServiceHQ Chat.