Manage Your Reputation Like a Pro | Pro Workshop Series 7/26/24

Foreign. I'm a principal product manager here at Servicetitan. I own the Reputation product here in Marketing Pro. I've been building B2B SaaS products for 14 years, a dozen of those specifically in the reputation space. So I was the vice president of product at a company that was a direct competitor to yext who we partner with at Service Titan, did that for 11 years. First employee, we sold the company. We were working with big multi location businesses like Starbucks, Home Depot, seven elevens of the world. So I share that to say that I have a lot of years in this space in particular. So I don't claim to be an expert in anything, but I've seen a lot of things that work, seen a lot of things that don't work. And you know, I've been at Service Tide for about a year now, so I've seen how they can be best adapted to the trades. So excited to chat with you all today. And yeah, I'll kick it over to. I'm gonna kick it to Tristan first because you got your camera on so I'm looking at you.

Sure. Nice for you guys. So yeah, my name is Tristan. Obviously I'm in the Bay area of California. Kind of a little bit different because my business is a garage door company called Number One Garage Door. It's actually located out of Orlando, Florida, has about 50 people total throughout Florida and kind of the southeast. So that's why I can be over here. There's managers and stuff like that over there. And I joined the call because I was in a Sparks embers. Yeah, Sparks session for garage door companies. They opened up one for us garage door companies and they said, hey, here's a whole bunch of pro demos that are going on. And I'm newer ish to Service Time. We've been using it for about three months or so, but we're going really fast and trying to just see what's available. So I kind of jumped on the call just to see everything about, you know, Marketing Pro. I've seen a few things like it can get campaigns that you have in your Google Ads sent over. So it doesn't just say ppc. It actually breaks down all the campaigns going on and it can feed data back. So I wanted to learn a little bit more about the feeding data back and the value and stuff like that. And I understand there's a reputation part where you can match up reviews to, you know, to customers and stuff like that and just see what else, you know, is available. So I have the all encompassing idea of the program so that's kind of my reason for joining today. Just I want to know everything about it so that way I can make an informed decision.

Yeah, yeah, no, that's perfect. And I made a note to make sure we have a demo in our conversation today so we could walk through the product as well.

Yeah, that'd be awesome. Okay, cool.

Cool.

I'm Corey. I'm a content marketing manager. I work with Heartland Home Services. So we have about 40 brands that are on service titan now. I help our brands a lot with getting reputation management set up and making sure all their listings are synced and really just kind of Marketing Pro as a whole. So really just joined to see, like, what new features are coming with Marketing Pro. That way I can coach our brands and make sure they're up to date.

Cool. So new features, definitely. We can cover that. Cover that too. All right, well, it's nice to meet you both. Let's go ahead and dive in. Pull up a demo account for us to walk through. I will share my screen. Okay, so curse of the million browser tabs. All right, there we go. All right, so reputation lives within marketing. So when you are in service Titan, you of course go to marketing. And then really the reputation journey starts with Reputation Overview. I'm going to click on this and Corey, you're going to say, I've never seen that before. Derek, what is this page? And that is because this is something that is very, very new. And I. I have to. I'm talking with my engineering counterpart right now. It may be going out right now as we're talking. The fact that I'm seeing it in the demo leads me to believe that may be the case. So you'll be seeing this quite soon. But in any case, the reputation overview dashboard is designed to just give you sort of a snapshot overview of how well you're doing from a reputation perspective. What are some of the things you can do to improve your reputation and give you a bit of a jumping off point to getting value out of the product? If we zoom out, like, answer the basic question like, what is the point of reputation management? You know, it's really about one thing in my mind, and that's getting more leads through organic local search. Like, that's really the point here. And we do that in two ways. Number one is we do things that help your businesses rank better in local search. So if I'm searching for, you know, garage door installation near me, you know, we look at like that local pack of businesses that show up. We click in to view the full map view and we see, you know, the million businesses that provide that service. How do we better ensure that your business is among the top results there? Because as we all know from our own experience using these products, we're not going to scroll and keep digging and digging. We'll probably find someone who are willing to consider in that top batch of results. So where you rank is super important. And you know, the sort of local SEO maximizing the top of the funnel, like that's really one of the ways we help you attract more leads. Second way is, okay, you're showing up there, but again you're showing up with all these other folks, like, how do you send those signals to a potential customer that like, hey, you should consider us over the competition and you know, how do you convert those viewers into folks that are picking up the phone to call you? And so those are the things we really want to give you some kind of sense of in this overview dashboard. Corey, you know, this previous version of this really was pretty basic and just focused on reviews. We still have that data here. You'll scroll down, we'll see that, we'll talk about that. But we're putting that in its appropriate place of prominence. Like at the end of the day, like, let's talk about results, like, how are we helping you move the needle in terms of potential leads you're generating? You know how many people are clicking on your Google listing to call you, how many people are clicking to go to your website? These are people that are potential leads that hopefully and in future versions of the product we want to be able to show like, hey, what did they do? Did they turn into real leads? Did they turn into real customers? So sadly, this is my demo account. I don't have a lot of data here, so you're going to see a lot of zeros. But in your account you will see numbers. So you'll see that potential leads total, you'll see change year over year. We know businesses in home services industry like tend to be fairly seasonal, of course and so year over year data usually make more sense and like, hey, compare this month to last month. So showing how many potential leads you're generating, showing where you're ranking in that local pack search. So we're looking at your primary and secondary business categories and where does your business rank when people are searching for those, those category terms? So you get a sense of your visibility and then how many views are there actually? So you know, to me we talk about reputation. People, you know, I get it, they gravitate toward reviews. Like, what are people saying in reviews? What's our rating? I understand. Yes, it's important and it has a lot of emotional resonance. It's your business. Like you care about your reputation. We have to remember reputation is ultimately a means to an end that end being like a customer, finding us and picking us over the competitors. So that's why we have these metrics really front and center. So you look at this and you'll say, great, wonderful. Like, what do we actually do to move the needle here? Like, yeah, I want more potential leads. I want to rank better in search. And that's where we get to the sort of next level of data, which is indications of how well you're doing across dimensions that are going to get you. They're going to extract value out of the product. So location completeness listings management is something that happens through Service Titan, through our partnership with yext, which means making sure your location data are complete, accurate and distributed across, across the online ecosystem. Most of these websites, most of these directories you've never used, a lot of them you've never heard of. But they matter because they get crawled and indexed by goog. And there are a lot of really good data that show having those listings out there actually has a material impact on the number of clicks your Google listings get. YEXT did a study of their install base. They just released the results earlier this year that showed those folks that had that listings network distribution got 163%. I think it was more clicks on their Google listings. Just having that broad coverage, having that broad listings management. People are like, I've never heard of these sites. Who cares? Why do I need these? You need them because Google is using them as a point of reference. And so it does matter from a Google lead generation perspective. So making sure you have those listings there and that you're completing your data, a lot of people are like, yeah, we've got our listings. I'm like, okay, well do you have your services there services area? When was the last time you updated your photos? Are you utilizing all the functionality of those listings? And by that I mean Google more than anything. You know, a lot of folks then their answer is like, maybe, maybe we could do better. You really want to make sure you're getting to maximum profile completeness because that is foundational to local SEO. I'll pause here before I continue with this so far because I've been talking a lot, I'm spending a lot of time on this page because this is really the story of the product, the Other stuff frankly is going to make a lot of sense really fast. But any questions or feedback so far?

Where'd you go to get all those citations on all those sites that help you rank more in Google and stuff like that? Like where would you physically go in here or how to push it out to, you know, the Internet, I guess.

Yeah. So we have a couple ways you get there now. You can go to complete profiles. I think there's only one location in here, but this is where your locations live. So in the locations tab, so you create a location, you fill out the form. If you have listings activated for the location when you add it, then that is going to vax make sure the data are syndicated out to their network of directories which is around 70 in the US that we connect with through them.

Okay. So it's sent to a company called maybe Y E X T Yext and they help index. And they help index it. Okay, cool.

So.

Well yext. So Yext has been, they've kind of been the 800 pound gorilla in like the listings management space forever. But they, their business has really been kind of this centralized point of management for your location data across the web. So they have direct partnerships with these companies, API integrations when available with these companies so that you can have direct management over your location data because what you don't want is a lot of junky data out there. So when Google's crawling the web it sees 123 Main Street, 124 Main street, yeah. 123 Adams Avenue, and it's all the same business because then Google sees that trust is diminished, your search ranking tends to suffer and you know, again this results in less folks seen and clicking on your business listings on Google.

And that's all done in the background. You just got to fill out the location stuff then. Okay, cool. I didn't know if you had to go in there and go into each of their, you know, sub or websites are pushing it to and okay, that's good.

No, no. And that's the whole value prop really for them. It's like hey manages a single record and like they handle all the data normalization like making sure the categories are mapped proper each directory because they have different business categories, stuff like that.

Okay, cool.

Okay. Review request rate. So this is going to show you the percentage of jobs that resulted in a review request. So one of the features of Reputation is we can help you create automated surveys that when a job is completed or if a technician manually triggers the request, customer gets a notification. Hey, you know, we'd love it if you left us, left us a review. So this gives you an indication of like what share of your jobs are actually getting review request resulting in review requests. What is appropriate for you here is going to vary widely. Some folks like certain jobs, we don't want to send review requests. Maybe some people say, yeah, all of our jobs we want review requests. So this one is like your own benchmark. We can't really tell you what that should be. I will say though that when we're talking about local SEO again, one of the main signals Google looks at is the review signals. Review signals are a proxy of real customers experience with your brand. And so Google at the end of the day wants to pair Google users with great experiences and businesses because it reflects well on Google. It makes you want to go use Google again, which means they can sell more ads and people at Google are happy. So they look at reviews as a really important signal. And one of the things they want to see is a steady cadence of new reviews. So what you don't want is like, hey, we got five reviews last week. Three weeks pass, no reviews. Hey, we got another review today. Awesome. What you really want is a steady drumbeat of reviews. Every day we get a review. Every day we get two reviews. Really, really important. So the way of course, to drive this number in serviceitan is the review generation product where you can build a survey that will allow you to create automated or manually sent message to your customers that says, hey, you know, if you liked your service, please review us on Google. This is all customizable. Tristan, we could get into this in detail if you want. I'm just showing you this now so you kind of see how these things map together. But this is how you, you would move the needle here.

Okay, is there a way? Not reviews, but service time. They automatically send surveys out, you know, for how the tech did one through five. It's one of the things. Is there a way to. If we send a survey to a customer and they don't take it to like ping them again. So that way if they do respond one through five, you know it'll show up. I don't know if that's a separate from reviews. You know, it's surveys. But okay, there's survey. Cool. And you can send it. I know it sends it once by default, but you can send it again.

You can't send it again. So yeah, let's see if I can give me a free business unit. Let me see if I can show you one of these ones. So you'll see here we have resend conditions, so you can say, okay, after a specific number of days, resend this message automatically to capture those folks that maybe didn't respond the first time.

Okay. And then if they do respond 1 through 5, it'll go into our reports for surveys. Right. It's not like, I don't know, I feel like if, if I were to do it, let's say, because right now we don't have Marketing Pro, but it sends, hey, a survey one through five and they don't reply. So then we'll put something in I haven't tested yet, but maybe manually like, hey, if you have a second, can you please take the. Sir, a quick survey? I feel like if they reply then like it won't go into our reporting, it'll just be a text message. I'm not sure that I haven't tested it to see if it does go into reporting or not. But this way though, if they did do it on the follow up, it should go into all our reporting and stuff like that. We use it for KPIs for technicians.

So the best practice for using this is really to drive the customers directly to Google. I'm not even going to say Facebook. Okay.

Not for surveys and for reviews.

Yeah, I mean you can set this up as a survey where it's like, hey, we want to capture like internal feedback and like, hey, if it's good internal feedback, like, please go leave us a review on Google. Like, I discourage people from doing that. I tell people like, keep it simple. We love it. Thank you for letting us, you know, serve you today. Like, we'd love it if you left us a review on Google and you drop in the link to Google and that's where they go. And we're capturing all of your Google reviews as well. So you have reporting for all of that. So within the product we have custom reports where you can look at all of your reviews and all the dimensions of those reviews. We also have reviews by technicians. So you could see a report that shows each technician how many reviews they've generated, what their average rating is. Most folks that I talk to that we work with have some sort of incentive program for their technicians. It's like, hey, every five star review you get, I don't know, points toward a drawing we're doing or every five star review you get, you get ten bucks. So folks are, you know, trying to get their text engaged to generate more reviews, but you have to be able to report on that. So we have reporting that makes that easy as well, okay, okay. Review response rate, pretty self explanatory. You want to be responding to reviews. This again is important from an SEO perspective, but I think this becomes more important from a conversion perspective. You know, when folks are making an investment in their home or their business and they're reading reviews, they want to see how businesses respond. People often look at one star reviews, bad reviews, you get to see how the business responded, bad reviews happen. That's, that's actually a good thing. I've seen some other data that I can't share yet looking at our entire install base and the folks who are doing the best tend to have a rate in terms of like number of clicks they're getting on their Google listings. Have a rating that's not perfect. It's usually more like the 47 to 4. 8 range. People kind of want to see how the business responds when there are negative reviews. And I think consumers are probably a little bit suspicious of any business that has a 5.0 rating. And I've talked to business owners that challenge me on this. Like, is my business like Derek, yeah, be quiet. We want a 5.0 rating. It's like, okay, fair enough. But I'm just telling you, the data show consumers actually expect. They tend to choose businesses that are more in the 4,748 range.

So yeah, maybe they think they paid for the reviews even though you really can't. But maybe they think that, you know, it's like that's too good to be true to be five stars. Just, you know, I get it.

Yeah. I just usually tell people, just be, be a little self centered for a moment, think how would you respond to this? And if it's me, I treat five a 5.0 rating with a little bit of suspicion in any case. So respond to your reviews though. I mean that's the main point here. And I tell folks you should be responding to 100% of your reviews unless you think it's like fraudulent, bogus. Like I get that, but really aim for 100%. You know, if people are saying nice things about you online, the least you could do is say thank you. If people are upset, you know, show you know that you're acting in good faith to make it right. So whether that person takes down the review, changes it or not, at least other potential customers see that and they say okay, like this is a business that cares, is trying to do the right thing.

Cool.

So talking about new features, this is a good place to talk about. Something that's coming this month is automated responses to reviews. So being able to create rules that will allow you to automate responses in certain instances. Let me actually pull up the design for this because I don't have it in the demo yet. Okay. Automated responses. This will be again coming. All right. This is coming to the product again this month. So in your settings in Reputation Manager, you will soon see this option for Google Auto Responses. And then you'll have options 5 through 1 stars where you can activate a autoresponder. So if you select one of those options, in this case we open the five star autoresponder. You'll see first there are rules that you can select from. Respond only to reviews containing no text. Send responses only during business hours. So on Google. Google is unique in that it's the only one of these directory sites, the main ones where you can just leave a rating without saying anything at all. Five stars off about your day. One star. You should still respond to those folks, but the notion of sitting down and having to respond to them manually is. Doesn't make a lot of sense. Right. So you could say, all right, we're going to set up an autoresponder. We want to respond if it's got text. We want to make sure the response is proper, personalized. I totally get it. In that case, you would select this option. So this responder will only respond in instances where there is no text on the review whatsoever. Send response only during business hours. These are automated responses, but we don't want it to look that way. Yeah. So if someone leaves a review at 1am or Night Owl up watching infomercials, they're like, oh man, like I'm really sad over like my pipe burst that came, whatever it is. Like. And the response comes immediately. They'd be like, this is nonsense. This is not real. This is clearly a machine that sent this.

Yeah.

So probably best to select this option. Similar vein wait time. Similar. So by default we have it at, I think we have 30 minutes actually is the default wait time. Yeah. We want the responses to be prompt, but again, if the response fires instantaneously, it doesn't look like a human sat down and did it. And we want to preserve some measure of authenticity and make you feel like. Make your customers feel like a person actually looked like this and took the time to write a response.

Yeah.

Then you're going to select three to ten responses and we're going to give you ten out of the box as default. You can edit those, you can use those. We just didn't want people to have to start from a Blank slate. They are going to be different for every star level. So this is five stars. So these aren't the actual responses. We didn't make them trade specific. We had to make them generic. But you will see there we actually use ChatGPT to kind of help us figure out like what are some really good responses for each star level for our business.

Yeah.

So you can select at least 3 up to 10, you can edit these. And what's going to happen is you're going to save this rule and anytime a review comes in that meets our criteria, it will randomly serve one of those three to ten responses. So not going to be the same one over and over again. We force you to have at least three because again, we want it to look like, you know, it's not just a machine like spamming the same response to people. So this is a tool with great power. We've tried to bake in some responsibility, great responsibility. So folks, you know, don't use it the wrong way. But I think from people that we've, we've spoken to about this, they're excited for the potential of it. They, they think of it being used in maybe a more narrow way. Like there are certain kinds of reviews like star ratings with no review or yeah, let's just let the autoresponders handle all of those or five star reviews. Like man, we're always saying some variation of the same thing. Thanks so much. Really appreciate it. Can't wait to serve you again. Right. That's a personal decision for each business to make. So this is coming soon. We'll help you with your review responses. So any feedback questions so far?

I have a quick question on this. Is there any capability to like pull in the name of whoever's leaving the review so it'll say thanks Corey for your review?

Yes, there is. Where the heck is it? Yeah, so we do have merge tags as part of this as well. Great question. So yeah, if you wanted to say, hey Corey, Hey Tristan, you can insert that in so it allows for additional personalization. Any other questions on this bit? Nope. Yeah, okay, cool. Reviews can also be responded to from the reviews page. So I wonder if I even have any reviews in here. We shall see. Okay, we do have some. So you'll have reviews here. If you want to respond manually, you can do that here. Tristan. We do have the ability to generate automated responses using AI. It will look at the review and actually generate a, a personalized response. Feedback on this has been super positive. Corey, I don't know if you, you use this and play with it. You're not in your head. So. Yeah, yeah. Usage numbers have been really strong.

Yeah, I love that it pulls in, like, elements of what the person said. It helps things up so much.

Yeah, yeah. Awesome. So, yeah. So this makes life a heck of a lot easier, you know, get in, send good, strong personalized responses, get back to everything else you have to do. Something else that you can do with this, which is in the bucket of relatively new features, is you can actually customize the prompt. So when we first launched this feature, the prompt itself, we weren't exposing it to our users, but now we actually let you change the prompt. So if you switch to custom, you'll actually see the prompt that we use. This is the default prompt and you can change this if you want. If you don't like what you've changed it to, you can set it back to the default.

Nice.

But we have had folks who are more prompt engineering savvy who wanted to be able to make tweaks to it. Like, look, man, I use ChatGPT. You just give me the prompt, I'll get something good for us. Be our guest. Go for it. The. I had a customer I was talking to last week and she was like, hey, like, you know, we, we had it. We wanted ours to be a little more witty, but it said something that was kind of like generated response. It was maybe a little derogatory towards our, our technicians. How do we make sure this doesn't happen? I'm like, well, you can edit the prompt and like, make sure, like, don't say things like this. So anyway, all the flexibility you get when you're customizing the prompt, so just something else that's relatively new that is worth calling out. Okay, back to, back to the overview dashboard Review verification. Right. So one of the benefits of Reputation and Service Titan is we have tools to match jobs to the reviews. There are two ways to do this. We have automated review matching, where every review that comes in will automatically try and match that to a job. And we have manual review matching. So if you have the auto review matching turned off, I say batching. But we also call it review verification. So if you hear those two words, they're the same thing. So if you have review matching turned off, then folks go in and manually match. Corey, I'd actually be eager to hear your experience. Are you using the auto matching and how well has it worked for you? Because I know for some folks, it's like the number of false matches has been a little problematic.

Yeah, most brands have the auto match turned on, there are a few that will go in and manually match them, but for the most part it's accurate. And I do like the feature that if it's not accurate you can go in and fix it. So for the most part it's on and works well.

Awesome. So that's really key to the reporting element, Tristan, that we were talking about, like be able to, you know, see like which technicians are generating which reviews.

Yeah.

Is this matching when it auto matches?

How does it do it? Does it look at the email that they have at Google and versus service time to auto matches and then if that, however it does it, if it doesn't, we. We can still go in manually and maybe find and link it, right?

Yeah. So it looks at a number of dimensions. It looks at the time the date that the review was left. It looks at that against jobs that were completed in a recent time frame. It looks at the location the review was left on jobs completed for that business location. It looks at the name of the customer. Even though the Google names could be, I could say Bart Simpson. But like we, we still look at it anyway just in case. Like sometimes it is for me, it is my name. So it's like you'd be able to match it pretty easily. Okay, so it's like a myriad of factors too.

Does it auto match or does it like always have it to where you have to confirm where it's like, hey, based off all these dimensions, service sign saying it's this guy. But hey, you click confirm or is it just go, nope, it's this guy. And then you can go edit it if it's wrong or something.

It goes, nope, it's this guy and you can edit it if it's wrong.

Yeah.

So if it's on where it says here auto verify is on, it's going to try and match everything. Why this one? It couldn't find a match here, I guess. But also again, this is a demo account, so this could be pretty junky. So if you wanted to match this. Yeah. It can't seem to verify. So you could select can't verify. That's an option too. That's something that's relatively new. Corey could probably attest to this. It was very frustrating in the past. It would match to the wrong technician, but you couldn't find the right technician, but you couldn't match to no one. So now we at least have the ability to unmatch completely. Okay, so that's review verification. Then you're going to get. And I should pull Up a design for this because this is not so great looking with no data. Let me see if I can find this. This design is not going to look exactly like what we're seeing because we're testing some concepts that you don't have yet or that we're not releasing yet.

Okay.

It's these things down here. This is not what it will actually look like. But again, we're just testing concepts anyway. This is what you will see though is average rating data. So you'll see your average rating on Google for the selected time period. Something that is going to be new to reputation with this dashboard is we're going to show you your historic number as well. So today or in the previous experience, we only showed you your average rating for the selected time period. We didn't show you like, what's the rating on the location page and how do they compare? So now we're going to provide that as well. So time. Yeah, 4.9, like versus 4.1. Like you're crushing it like you used to. You have a 4.1 on your Google page today. But like, the reviews you're getting are positive, so you're, you're moving it in the right direction. Facebook, Yelp, and then we have a whole slew of other sites that frankly don't get a lot of traction or review engagement. But we do pull reviews from those as well. These are sites like, you know, yp.com and a lot of those directory sites that I was saying don't have a lot of value from a lead generation perspective, but they have value from a local SEO perspective. And then you can view those trends over time. So this is what the new trend chart will look like. Corey, you're familiar with the old one that went across the screen that wasn't sensitive to the date range select, which personally drove me crazy. Now it will be so you can actually see performance over the time period you specified. You can see the share you responded to, the share that are verified versus not verified. So you get a sense of over time. Like, are we meeting our targets for, you know, generating a good number of reviews?

Yeah. How do you guys get just throughout my life, everyone tries to work with Yelp. They get shut down. How do you guys get it to where you can have the Yelp review come in? Is it like a scraper on the outside or did you guys figure out some type of API thing? Or how'd you get Yelp to play ball?

So Yelp. Oh, yeah. I have a lot of professional scar tissue with you.

Yeah. Exactly. No one can penetrate them. So it's crazy. You guys can at least even get a review. I just wondering how you guys did it.

No. So Yelp, actually, if you just want to get business information and get some of the reviews, it's quite easy. If you want to do things like get all of the reviews and respond to the reviews via API, you need a special partnership with Yelp. We can't do that. What we can do is manage your business information on Yelp, and that's via Yext again. And we can pull the three most recent reviews every night. Every night we can get the three most recent reviews. And frankly, for most businesses, that's going to cover everything. I'm sure there are some folks out there that are somehow generating more than three Yelp reviews per day. And I know they exist, but nowadays that's really not common. So it won't give you everything. So hang a big asterisk over Yelp. But you will get the three most recent reviews every night, which, you know, should give you most of it.

Yeah, that's cool. Okay. I didn't know there was levels. I thought it was just seemed like there was all or nothing, but really nothing or nothing with Yelp. So at least they give you a little bit. They'll let you know the rating and the most. Three reviews per day. That's cool. Okay.

Yeah, yeah, yeah. And if you, if you ever find me and corner me at Pantheon, I'll tell you all kinds of fun Yelp stories over.

Yeah. Nightmares of Yelp from everybody. Yeah, yeah, yeah.

All right, so then let's, let's come on back to the actual. Well, let's not, because there's nothing there either. I will go back to our, our design. So what, we will have again, ignore this revenue generated calls and jobs booked. I mean, this does give you a window into where we want to go. Although this shouldn't be that far down the page. Like, we do want to start to get to a point where we're saying, okay, you're increasing search rank, you're increasing search views, you're increasing, you know, clicks to call clicks to your website. Let's track those folks through the journey and see how many of them are resulting in like, actual, like real leads and like jobs booked and revenue generated. So we could start to connect the dots. You could say, look, we're doing these things. We're improving our search presence, we're driving higher conversion rates and we see it in the numbers. At the end of the day, that's where we're going. What you will have though is this bottom section, top performing technicians, which will show you technicians performance by average rating and number of stars. Sorry, average rating and number of reviews. And then you can expand this and view the full list. And with any of these data points we're looking at, we actually have the ability to click on them to. Let's see, kind of drill down and.

See all the technicians.

Yeah. And why it's not on this one.

Not average reviews by technician. Is that just Google?

No, that's going to be across. That's any review that we're able to match to the technician.

So even Yelp, Facebook, stuff like that.

Yeah, but it will be, you know, in 98% of the cases there'll be. Google.

Pulls it from all though. That's really cool.

Yeah.

Does that data all filter by location as well? If you have multiple locations in reputation.

Yeah. Yeah. So we do have location filters here. So you'll see up at the top location filter. So if you want to look at a specific location, we make that really easy for you. Perfect. Okay. So I've been trying to do my best to cover demo and new features at the time.

Same, same time.

Let me go to my, my deck that I had in case we didn't have a lot to talk about. Make sure I'm covering everything from a new feature perspective. We have made some improvements to the automated review matching. So some of those are behind the scenes so you won't really notice. Hopefully you just. It seems to be working a little bit better. There are other levers we can pull in the background. So if some folks, you know, like you, Corey, are like, hey, it works actually pretty well for us. It's. It's pretty accurate. We do talk to folks that for whatever reason the match rates are lower. We can tweak some things on the back end to make it more, make the matches better. In those instances, we're essentially just raising the confidence level required to make a match, which means the matches will be more accurate, but you'll be. You'll have fewer of them that are made. So that's something that we have. Something else that's relatively new too is we have allowed for more flexible targeting slash segmentation of your surveys. So you're building a survey. In the past we only let you have one survey per business unit, no more. Now you can have multiple surveys per business unit so long as the segment is unique. So when I say the segment is unique, I mean when you're going to create the survey and you get to this place where you're defining who it is you're targeting. So long as the selections here do not overlap with another segment, we allow you to proceed. So, Tristan, that's not going to mean a heck of a lot for you because staying down to use this time of the specific. Great. Like this will work fine. Yeah. But for Corey, like, if you've ever come against this in the past, like, this is a workaround for you. Okay. Additional local listings fields. This is something we're continuing to push on. You know, when I joined Service Titan last year, there were really only a limited number of location data fields we let you manage here. So really small list of stuff. So we're continually adding more here that you can manage directly through the product. If you fill out all these fields and you're like, hey, there's some other fields I want to manage that I don't see here. You can actually connect directly to YEXT by clicking this listings button and access even more fields on your business. I don't want that to be the experience it is today. We're going to continue to add more of those fields into the product so you don't have to go to YEXT to manage some data. We've focused on prioritizing the most important things from an SEO perspective here. First, there are some gaps, but those gaps, again, you can fill those in by going over to listings and filling them directly on yext. Customize. We talked about the prompt. Okay, so coming very soon, we've gone through the dashboard. We talked about auto response to reviews, something else that's coming that's new. This is not the, you know, most like, oh my, amazing, exciting feature. But I think it'll be really important when you're generating. Running review generation campaigns is providing better feedback on review request delivery. So today in the product, we show you every review request that gets sent out. But you don't really get a sense of a. Whether these actually delivered or something. Not because some of them may not. There could be a number of reasons why a survey doesn't deliver and you're a bit blind to that. So we've had folks come to us and say, hey, we've got this survey running. It doesn't seem to be working very well. What's going on. And we'll look and we'll see something in their account. We're like, well, yeah, it's not delivering for XYZ reasons. That's not the time. You want to know that. You want to get that feedback in a little more real Time. So what we are doing here is. And again, this should be this month as well, is we're actually going to be providing delivery metrics. These numbers probably aren't going to make a lot of sense because our designers threw numbers in there. You'll be able to see if they.

Got delivered now because sometimes it's like we'll text it to a landline. I think that's one.

Or.

Yeah, we had our TCR go down or something, I don't remember. And it wasn't delivering, so. But this at least would tell us we'd have to go through each individual chat to see which ones are failed before. So that's nice.

Exactly, exactly. So you'd see here, if you're coming in here and your delivery rate is really poor, you know, you can actually see the errors, expose those errors and understand exactly what's. Again, ignore our. Our text.

This is just for the 199 clicks. That's. That'd be funny.

Yeah, indeed. Like, also requests 100 cent. Like, I don't know.

Yeah, yeah, it's all good.

You're getting like the real inside look.

Yeah, yeah.

Oh, good session.

Yeah.

So anyway, this is coming soon too, so that's. That's kind of the next batch of. Of work that you're going to see delivered. We have some other smaller improvements that are in the product now, like internal reviews. You can get reporting on those now, download those. So we didn't talk about this directly, Tristan, but you can generate reviews that just. You get that don't go to Google. Some folks want to do that.

Surveys. Okay.

Yeah. So you can download those here so you can see the actual reviews you're getting. And we've also added that too. Exactly. We've also added these to our custom reports.

Cool.

So we've covered a lot of ground. We've got about 10 minutes left. Would love to know if there's anything on your all's lists that you'd like me to touch on before I fill. Fill the last bit of time with other thoughts or best practices that are worth considering. Not on my end.

I really just was here to see all of the new features. So I like a lot of the things that you, you know, talked about today. So I'm excited to see those in action.

Awesome. Good, good, good. Tristan, anything that for you as you're sort of like considering this. Like, have any questions and sorry, Corey, I don't put you on the spot, but you actually have someone here who uses the product so you can get the unbiased feedback. I promise you won't hurt my feelings if you have. Have challenges. I actually like to hear things that we could be doing better. But any other questions you have.

On my side, just. Yeah, just any, any features that's here so I can make a better informed decision. I did have a slight question in the beginning about the Ads Optimizer, but I did watch a demo about it. I think it basically it'll send. It'll have all of your, all your campaigns broken up and then so you could track it by campaign, how it's converting. And then it also pushes data back to Google, which Google really likes for, you know, like, hey, this type of lead resulted in, you know, a $5,000 install. And then Google uses their algorithm be like, okay, well that's. This. Is this avatar. Okay, it wants more people like this avatar. So I think I understand Optimizer. If it's different than that though, let me know.

No, I mean, you've pretty much got it. You know, Google and Facebook starting, I guess really, it was after the iOS 14 change and, you know, targeting became really challenging. They really, really started to push on these conversion APIs where you send your actual conversion data back to Facebook or in our case, Google, and say, all right, this transaction occurred. Google's able to take that ID and say, okay, it was this kind of person, like, let's go find more people like that and serve the ad to them to help boost your conversion rates. It is incredibly powerful on Google. It is incredibly powerful on Facebook. Seen it do before. I was at Service Titan, I was at another startup and we were focusing on using predictive intelligence around customer lifetime value to optimize ad campaigns. And we were using these APIs and I've seen just how well they can optimize performance. So it's pretty exciting. But yeah, you've, you've got, you've got the right idea in terms of how it works.

Okay. Yeah, they said in the other webinar that is like, they noticed a considerable change once they added that started sending the feedback back to Google, they started getting a lot better at leads. They said like before the LSA would call and they'd be like, probably spam. You know, like a year or two ago is a lot more spam on lsa. Then now it's like, oh, God, yes, it's a, that's a LSA call. Those are good leads. And they said the change was they got Marketing Pro and started using Ads Optimizer. So I just want to make sure that is how it Works and you guys just in general. Okay, cool.

Yeah. People who haven't used the con, haven't used these conversion APIs to optimize their campaigns, and then they do it for the first time. Like, usually it's pretty mind blowing, like, oh, okay, all right, cool. So, yeah, definitely worth checking out. But, yeah, boy, you know, the other stuff that I had for us to talk about, it gets into the weeds pretty fast. And it's talking a lot about, hey, like, what you can do to optimize your Google profile, the TLDR and all this stuff, frankly, is, you know, really make sure that, you know, you're claiming your businesses, you know, you're managing your listings across the ecosystem. You're completely filling out the information. Like, put as much info in there as possible, get more reviews, respond to reviews. And don't just, like, set it and forget it. Go back, like, make improvements here and there, update, you know, the photos of your business. Just remember, you know, people are looking at this. They're looking for signals that, like, I'm even going to consider this business. So, you know, showing how many years you've been in business for, you know, having, like, good pictures of your team, your trucks, you know, the work that you've done, you know, just remember these listings are a selling tool. You're not pitching to your customers. You're pitching to the people that you want to be your customers. And whether you're using features like Google Posts or Q and A or the photos, again, like, make sure that, you know, you're not treating it like Instagram where you're preaching to the converted. It's like, you want to make sure that you're showing folks, like, why they should pick you over, over the competition. Give them enough information where they feel like, okay, yeah, I'll call them and let them be one of the companies that, you know, gives me an estimate.

Yeah, okay, that's cool. Just keep it updated. That makes sense. If I am a consumer and I go to a person whose website says it was updated 2021 and their Facebook hasn't been active in five years and their, you know, GBP is just dead. That's. I'm like, man, are these guys even alive?

Yep, exactly. Like, if I'm looking for a plumber near me, I open this up, I'm looking at all this. All right, well, this one's got good picture. 4.9, 10 years in business. 4.8. Doesn't tell me how long they've been in business for. Like, immediately. Immediately. Yeah, that one looks in the way to me.

Yeah.

So it's taking advantage of this stuff. These two have the exact same photo.

Like, yeah, stock, you know, right away. Yep.

Yeah, it's stock. Or like, I don't know. They're not. It just it seems stock. If it's not, it's even worse. Like, they actually tried to take a photo and they left the same one on multiple listings. You know, this guy's got One review in 35 years of business. Like, that doesn't seem right. I don't believe for a minute this guy works for this company. So this is like what people actually do when they're scrolling this. And you know, if you have a company like this, like, all right, that looks like real work. They've got a lot of reviews.

20 years in business.

Yeah, 20 years in business.

Like, that one looks good.

These are the things we're looking for. And then if you click on it, like, of course, my.

Yeah. At least it's not far out.

It's not working. Google. All right, if you click on it, like, what services do they offer fully?

Yeah. Listed out lots of good photos. Yeah. This is awesome. They do this work.

Yeah, exactly, exactly. You had one Google post. All right. But anyway, so just something to think about.

Cool.

That's my, you know, two minute version of that massive deck that I just briefly showed. But yeah, if you ever have any feedback questions, let me know. We're always looking for, you know, ways we can make the product better or opportunities to expand what we're doing. So don't be shy.

Cool. And then if we want to move forward, I think Hanso is always the guy. Just reach out to him. Right, Hanso? Okay. Or any sales questions, probably.

I'm not sure precisely who you're working with. Sounds like that'd probably. Probably be.

It's always seems to be him whenever I have a pro product and he's usually the one on the webinar, so. Okay, cool.

Cool. Yeah. And if after you sign up, like, you, like, you have thoughts, questions, and whatever reason you don't know where to turn, like, shoot me an email. Dbrowervicetitan.com we're just talking to our customers, so.

Okay, that'd be cool, man. Appreciate that. Yeah.

Cool. Well, I appreciate you both taking the time. It was a pleasure meeting you both and I'm glad we got to cover both of what y' all are looking for in a way that kind of. Kind of worked together. So thank you again for taking the time and hope we get to talking soon.

Yeah, appreciate it. Derek. Thank you. Nice to meet you, Corey.

Thank you. Bye.