Table of Contents
Overview
Attract new leads by building your online reputation with automated Google review asks! Automatically send a text and email to your preferred clients after an invoice is paid with a direct link to leave a review for your business.
Reviews are available in the United States, Canada, and Great Britain on all plans as an add-on for $39 USD per month. View our current pricing plans.
Note: Only admin users can view the Reviews dashboard. Learn more about user permissions.
Connect your Google Business account to Jobber
To use this feature, you need to have a Google Business account. If you don't already have a Google Business account, set yours up for free here.
To set up Reviews, from the side navigation, select Marketing > Reviews. Click Connect to start the set up.
Next, you'll be prompted to select your Google Business account and agree to give Jobber access to your Google account, including the ability to see, edit, create, and delete your Google Business listings. Select Allow.
Note: These permissions (see, edit, create, and delete your Google Business listings) are what Google requires to pull your review data into Jobber. Jobber will not edit or delete any Google Business listings.
The next step of the onboarding will show you what your review ask message will look like. Select Continue.
From the next onboarding screen, select Complete Setup to build your review dashboard. This may take a moment to load.
Your review dashboard is where you will see the reviews from your clients. There is an overview section at the top that displays your average rating, total number of reviews, and how many review requests you have sent.
Turn off job follow-ups
If you were using job follow-ups to collect reviews previously, you may want to turn it off now that your client's will be prompted to leave a Google review so you that you're not doubling up on review asks.
To turn off job follow-ups:
- Navigate to the Gear Icon > Settings.
- From the Settings menu, select Emails & Text Messages.
- Scroll to the Jobs section, then set the toggle for Job follow-up to OFF.
Select who to ask for a review
When creating or editing an invoice, there is a field under the invoice details for Ask for review with a toggle. When the toggle is turned on, the client will be asked to leave a review. By default, new invoices will have the toggle enabled so that they will be asked for a review automatically.
If there is a client you prefer not to ask for a review, turn the toggle off. This setting will automatically apply to future invoices for that client, ensuring they are not prompted to leave a review. However, you can turn the toggle back on at any time if you decide to request a review from them in the future.
If you already have a Google review where the client name matches the name on the invoice, the Ask for a review toggle will be turned off and there will be a message letting you know that asking this client for a review may be necessary. From the message, select Read review to see the review that may already be from this client.
Note: Clients must have a phone number that can receive text messages in order to be sent a review request via text message.
What is your clients' experience with automated Google review asks?
Clients will be asked to leave a review by both email and text message following full payment on an invoice. If you are collecting partial payments from the client, they will not receive a review review ask until the invoice has been paid in full (when the invoice balance is $0.00).
To leave a Google review, your client must have a Google account and be signed in.
The review ask email message will read:
Reviews from clients like you helps us succeed in our community.
We'd love if you would leave one!
The review ask text message will read:
Hi [Client First Name], we have received [payment amount] for our recent work.
Thanks for choosing [Company Name]! Client reviews help us succeed in our community! We’d love if you can leave us a review: [Review URL]
The review ask template is not customizable unless you have a dedicated phone number.
Automatically follow up on your your review ask
If your client doesn't click the link in your review request message, they can automatically receive up to two follow-up emails or text messages about your review ask. (Click the Manage button in the Reviews area to set when automatic follow-ups are sent.)
The follow-up email message will read:
We'd appreciate if you left us a review if you're happy with our work!
Not satisfied? Contact us so we can make it right.
The follow-up text message will read:
Hi [Client First Name], if you're happy with our work, we'd really appreciate if you left us a review: [Review URL]
If you're not satisfied, please call us right away so we can make it right!
Note: The reminder text message is not customizable.
You can see an overview of your reviews follow-ups schedule by selecting the Manage button from the Reviews page.
Your review requests and follow-ups will appear in your client communications report (along with other communications sent from your Jobber account). The client communications report can be viewed from Jobber.com by selecting Reports from the side navigation, then selecting Client Communications from the client report heading. Reviews will be listed as "review request" or "review follow-up" in the Type column.
Note: The client communications report does not show if text messages have been opened, so the opened date will not be populated since review requests and follow-ups are sent by text message. The Status column will show when the text message has been sent.
How do I see my reviews?
In addition to appearing on your Google Business profile, your reviews are visible in Jobber.com from the review dashboard. Click Marketing > Reviews from the side navigation to open the review dashboard.
Respond to your reviews
Once reviews for your service start coming in, it's important to respond to them. When choosing a service provider reviews can be a deciding factor as many customers rely on the experiences of past customers and they're looking to see an engaged presence from the service provider. After all, the customers who left reviews took time out of their day to share their feedback (good or bad) and replying is a way to thank them or address any concerns.
In the case of negative feedback, replying to the review is an opportunity to publicly showcase how you handle these situations and let potential customers see that any concerns will be acknowledged in a timely manner and (where applicable) with a resolution. Replying to reviews is a good way to build trust with your past, current, and future customers.
How to Respond to a Negative Review:
Response Examples & Templates
Reviews can be replied to directly from Jobber.com. To reply to a review, from the side navigation select Marketing > Reviews. Locate the review you wish to reply to and type a response into the text box below the review. If you aren't sure how to reply, AI can do the work for you. Put your cursor into the text box, then select the Generate Response button in the bottom left corner of the text box.
If you'd rather write your own response to a review, the Rewrite button is there to help you clean up what you've written with options to make your reply more cheerful, casual, professional, or shorter using AI.
Note: Review responses have a limit of 1024 characters including spaces.
When you reply to reviews, the review is posted publicly from your business. Reviews do not always appear immediately, so it may take some time before your review is visible. When you reply to a review, your client will receive a notification from Google that their review has a response.
Manage reviews
To view your review templates, when messages will be sent, and your connected Google Business Profile, select the Manage button on the reviews page.
There are two types of review templates:
- Message – This is the message that is sent once your client has paid their invoice in full. The reviews message is not customizable unless you have a dedicated phone number.
- Follow-ups – If your client doesn't click the link in your review text message, they will automatically receive up to two follow-up text messages about your review ask three day after and five days after at 1:30pm
The Manage drawer also shows your connected Google Business Profile. To disconnect from this account, select Disconnect.
Note: You must have a connected Google Business Profile in order to use Jobber's Reviews feature.