ServiceTitan + Podium: Automated Review Collection & Responses

Overview

Automatically collect Google and Facebook reviews after every ServiceTitan job completion using Podium, then respond to reviews with AI-powered responses.

What Gets Automated

1. Post-Job Review Requests: SMS sent to customers within 2 hours of job completion asking for review
2. Multi-Platform: Customers choose Google, Facebook, or Yelp (you control platforms)
3. Review Monitoring: Real-time alerts when new reviews posted
4. AI Response Generation: Draft responses for all reviews (positive and negative)
5. Response Approval Flow: You approve/edit AI drafts before posting
6. Review Tracking: Dashboard showing review velocity, average rating, response rate

Benefits for Contractors

• Get 15-25 new Google reviews per month on autopilot
• 98% SMS open rate vs 20% email open rate for review requests
• Save 3+ hours/week not manually asking for reviews
• Respond to 100% of reviews (currently most contractors respond to <30%)
• Improve average rating with consistent positive review generation
• Win more bids - more recent reviews = higher trust

How We Implement

1. Connect ServiceTitan completed jobs to Podium review requests
2. Configure SMS template with your branding and tone
3. Set review request timing (2 hours, 24 hours, or custom)
4. Enable AI response drafting for review replies
5. Set up approval workflow (auto-post positive, approve-first negative)
6. Configure weekly review performance reports

What You Need

• ServiceTitan account with completed job tracking
• Podium account (starts at $289/month)
• Google Business Profile claimed and verified
• Facebook Business Page (if requesting Facebook reviews)

Typical Setup Time

2-3 business days from kickoff to first review requests sent.

Industry-Specific Best Practices

• HVAC: Request reviews immediately after install jobs, 24hr after repairs
• Plumbing: Focus on emergency service reviews (high satisfaction)
• Electrical: Request reviews after panel upgrades and whole-home work

AI Response Examples

Positive Review: "Thank you for the 5-star review, Sarah! We're thrilled our technician John provided excellent service on your AC repair. We appreciate your business and look forward to serving you again."

Negative Review: "We sincerely apologize for the scheduling issue you experienced. This isn't the standard we hold ourselves to. Please contact our office at (555) 123-4567 so we can make this right."

Real-World Results

HVAC company in Houston went from 12 Google reviews to 87 reviews in 6 months using ServiceTitan + Podium automation. Average rating increased from 4.1 to 4.8 stars. Booked 15 additional jobs directly attributed to improved online reputation.

Cost Analysis

Podium: $289/month = ~$10 per new review Compare to hiring someone to manually request reviews: 10+ hours/month at $20/hr = $200/month (and less effective)

Compliance Note

All review requests include clear opt-out language and comply with Google's review solicitation guidelines. System never offers incentives for reviews.