Review & Testimonial Funnel
The Review & Testimonial Funnel automates the process of turning completed jobs into online reviews and usable testimonials. Most contracting businesses do good work and get a thank-you at the door — but that positive customer experience never makes it to Google because no one asked, or the ask came at the wrong time, or the customer meant to but forgot. The funnel fixes that by triggering the right ask at the right moment, routing responses intelligently, and capturing the testimonial content your marketing needs without a separate process.
The funnel is triggered automatically when a project moves to the "Complete" or "Invoiced" status. A two-step message sequence goes to the customer: the first message asks how the experience was on a simple 1–5 scale. If the customer responds positively (4 or 5), the second message sends a direct link to leave a Google or Yelp review. If the customer responds with a 1–3, the negative feedback route intercepts the response and routes it to the owner or manager for internal resolution — before it becomes a public negative review.
This filter step is the core value of the funnel. Happy customers reach the internet. Unhappy customers reach you first. Both outcomes are better than the alternative of doing nothing.
Funnel Flow
Step 1 — Satisfaction Check
Triggered: project moved to Complete or Invoiced status (configurable delay, default 2 hours after) Message: "Hi [First Name], thanks for choosing [Business Name]! How would you rate your experience today? Reply 1–5"
Step 2A — Positive Route (4 or 5)
Triggered: customer replies 4 or 5 Message: "That's great to hear! Would you mind leaving us a quick review? It makes a huge difference: [Google Review Link]" Optional second link: Yelp, Facebook, or BBB — configurable
Step 2B — Negative Route (1, 2, or 3)
Triggered: customer replies 1, 2, or 3 Action: owner/manager notified immediately via SMS and dashboard notification Message to customer: "We're sorry to hear that. [Owner Name] will reach out personally to make it right." No public review link is sent in this path.
No-Response Path
Triggered: customer does not reply within 48 hours Optional follow-up message sent once; if still no response, sequence closes
Testimonial Capture
After a positive review request, the system can optionally trigger a testimonial capture sequence:
- A follow-up message asks if the customer would share a brief written testimonial
- If yes, a landing page link is sent where the customer can type a testimonial and optionally upload a photo
- The testimonial and photo are stored in the CRM against the contact record
- Testimonials are available for use in website content, social posts, and the Video Pipeline
Testimonials require explicit customer consent for public use. The capture form includes a consent checkbox.
Review Destination Configuration
Businesses configure their review destinations in Settings:
| Platform | Link Type | Notes |
|---|---|---|
| Google Business Profile | Direct review URL | Requires Google Business Profile to be claimed and verified |
| Yelp | Direct review URL | Standard Yelp review page link |
| Review/recommendation link | Requires Facebook Business Page | |
| BBB | Review link | Better Business Bureau profile |
| Custom | Any URL | For industry-specific platforms |
Multiple destinations can be active. If more than one is configured, the system A/B tests which destination gets more completions and automatically favors the higher-converting link.
CRUD Operations
| Operation | Available | Notes |
|---|---|---|
| View | Yes | Review funnel activity log shows every sequence triggered, customer responses, and review link click-throughs; review count and average rating on the Reporting dashboard |
| Create | Yes | Funnels are triggered automatically on status change; can also be triggered manually from a contact or project record |
| Update | Yes | Message templates, delay timing, satisfaction threshold (the score that separates positive from negative routing), and destination links are all configurable in Settings |
| Delete | Yes | Individual funnel sequences can be cancelled before they send; completed sequences are archived in the activity log and cannot be deleted |
Google reviews cannot be imported into the CRM — Google does not provide API access to review content. The review count and rating shown in CRM reports are tracked based on funnel completions (customers who clicked the review link), not actual posted reviews. Install the Google Business Profile widget on your Tradesmen Website to display live review counts publicly.