ReviewGuard Overview

Online reviews shape how new clients find and choose your business. A steady stream of good reviews helps you show up more often in searches and gives potential clients proof of the work you've already done.

Negative reviews can do the opposite and it's hard to catch every complaint before it goes public. That's the problem ReviewGuard is built to solve.

ReviewGuard automatically sends review requests to your past clients and "guards" any rating below your chosen threshold from being posted to your review site. 

Instead of spending time monitoring reviews after the fact, you get a filter that only prompts your happiest clients' to leave feedback online.

Before You Start

Here are a few things to know before you continue:

• ReviewGuard comes included with the Pro and Pro Plus plans. If you're on Grow, you'll need to upgrade before you can activate it.
• You can check whether ReviewGuard is active for your account by going to Account > Plan > ReviewGuard.
• The Show Star Rating Feedback setting must be enabled in your Marketing Settings for ReviewGuard to work properly.
• You'll need at least one review site link, like a Google Reviews link, added to your account before ReviewGuard can send clients anywhere.

About ReviewGuard

Once it's set up, ReviewGuard handles the entire review request process for you. It sends automatic review requests by email or text after a job, estimate, or invoice is completed and asks each client to rate your business on a 1-5 star scale. 

Only clients who rate you at or above your chosen threshold get sent on to your public review site. Every rating gets recorded in Docket, including written feedback from client who rate you low, and if a client clicks through to a review site, Docket tracks which one they visited.

Set Up ReviewGuard

Setting up ReviewGuard only takes 3 steps: 

1. Add your review site link(s).
2. Configure your ReviewGuard settings.
3. Set up the messages that request reviews from your clients. 

TIP: We recommend completing them in order since each step builds on the one before it.

Add Your Review Site Links

Before ReviewGuard can send anyone anywhere, it needs at least one place to send them. 

A review site link is the web address for a page where clients can leave you a public review, like your Google Business Profile, Facebook page, or Yelp listing. These are the same links you'd include in your email signature, business card/flyer,  or post on your website asking clients to "leave us a review."

Docket needs at least one of these links so can it hand clients off to a review site. Without a link on file, ReviewGuard has nowhere to send that client and you lose the chance to turn a good rating into a public review.

To add your review links, just follow the instructions below:

1. Click into "Account" on the left.
2. Click on "Settings" at the top.
3. Click on "Company" right underneath.
4. Click "View" on the Marketing Settings card.
   
   
5. In the Settings section, add any of your review links to the list that appears.
   
   
   
   Please Note: The "Show Star Rating Feedback" toggle is turned on by default at the top and it must stay on in order for ReviewGuard to work properly.
6. If you use more or different review sites than the options listed here, click into the ReviewGuard section and add the URLs to the Additional Review URLs setting.
   
   
   
   TIP: You only need to add one review site's URL in either of these areas to get started!
7. Don't forget to click "Save Settings" at the top!

You'll also see a Company Review Page URL at the bottom of the ReviewGuard section. If you have a Docket-built website, this URL will be linked to your review button.

Configure ReviewGuard Settings

Once your review links are added, you can set up more options around how ReviewGuard works with your links.

To configure ReviewGuard, just follow the instructions below:

1. Click into "Account" on the left.
2. Click on "Settings" at the top.
3. Click on "Company" right underneath.
4. Click "View" on the Marketing Settings card.
   
   
5. In the ReviewGuard section, decide whether you want to toggle on the Auto-Pick Review URL setting. We recommend turning it on (blue) if you've added more than one review site's URL in the last step.
   
   
6. Next, decide what minimum rating you want from clients in order for ReviewGuard to send them to a review site in the ReviewGuard Minimum Threshold setting.
   
   For example, our screenshot below is set to 4 which means only clients that rate our business 4 stars or higher will be sent to a review site. You can enter a number between 1 and 5.
   
   
7. Don't forget to click "Save Settings" at the top!

Set Up Review Request Messages

Once your settings are configured, it's time to set up the messages your clients will receive from Docket.

To do that, just follow the instructions below:

1. Click into "Account" on the left.
2. Click on "Settings" at the top.
3. Click on "Notifications" below it.
4. Click "View" on the Client Notifications card.
   
   
5. Search 'Review' in the search bar at the top of the page to quickly pull up all review-related notifications.
   
   
6. Review the 8 message types/scenarios and decide which ones you want to toggle on (blue). 
   
   TIP: Once you turn on 'Email' and/or 'Text', you'll see the default message Docket will send when that scenario occurs with a client. 
7. As you turn on emails and/or texts for each message type, decide if you want to change anything about the message and perform those edits in the Custom Message box.
   
   
   
   TIP: The blue options below the Custom Message box are called "system tags". Clicking on one will automatically add it to wherever your cursor is placed in the box. When the message is sent to a client, the system tag code will be replaced the related information. For example, {{Business_Name}} auto-fills with the name of your business in email/text the client receives.
8. If you need to undo any of your edits, just click the "Restore Default" button.
9. Don't forget to click "Save Settings" at the top!

Your Clients' Experience with ReviewGuard

When review request messages are sent to your clients, they'll click on the included review link and land on a page that looks like the below screenshot.

If they rate your business below your minimum threshold, the rating will be recorded in Docket and the client will be asked for more details. If they submit any feedback, it'll be recorded in Docket as well.

If they rate you at or above your minimum threshold, the rating will be recorded in Docket and the clients will be asked to leave you a review on one of your review sites.

Please Note: Clients must click on one of the review options listed and leave feedback directly on that website. If they only choose a star rating and close the page, nothing gets posted publicly.

Manage Your Ratings

Once requests start going out, you can monitor everything from the ReviewGuard section in Docket. 

Along the top of the ReviewGuard tab, you'll see your total number of ratings and your average rating. Every rating a client submits gets logged here, regardless of whether they leave feedback.

If a client does leave feedback, that'll show here too so you can follow up.

Docket will match ratings/feedback to existing clients if they click on the review link sent to them. If Docket can't match to an existing client, it'll show up as 'Anonymous'. 

If a client clicks through to a review site after giving rating, Docket will also record which site they visited.

If you have any questions, please reach out to our Support team through the chat widget on the bottom of this page or by sending an email to support@yourdocket.com!