Customer follow-up and review requests

Step-by-Step Breakdown

Detailed explanation of each automated stage in the workflow.

1. 1

   Trigger

   Job completion detected

   Workflow initiates when technician marks a service job as completed in the system. Customer and job details are captured for follow-up processing.

   ServiceTitanHousecall Pro
2. 2

   Action

   Wait for completion window

   System waits 2-4 hours after job completion to allow customer time to experience the completed work. Ensures follow-up timing feels appropriate and not rushed.

   n8n
3. 3

   Action

   Send satisfaction survey

   Automated SMS or email survey sent asking about service quality and technician performance. Uses customer's preferred communication method from their profile.

   ServiceTitanWorkiz
4. 4

   Decision

   Evaluate customer satisfaction score

   Workflow branches based on survey response score. High scores (4-5 stars) trigger review requests, while low scores trigger service recovery actions.

   n8n
5. 5

   Action

   Send targeted review request

   For satisfied customers, sends personalized review request with direct links to Google, Yelp, and company-preferred review platforms. Includes service details and technician name.

   ServiceFusionJobber
6. 6

   Action

   Create service recovery task

   For unsatisfied customers, automatically creates follow-up task for customer service manager and flags account for priority attention. Prevents negative reviews through proactive outreach.

   FieldEdgeServiceTitan
7. 7

   Output

   Log follow-up completion

   Records all follow-up activities in customer profile and generates summary report. Updates customer communication preferences and review request history.

   Housecall ProServiceFusion

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