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CHAPTER 2

Building a company for success

SECTION 5 OF 5

Reinforce the message in all customer communications

Configure all your customer communications in ServiceTitan to reinforce this same messaging. ServiceTitan allows for automated email or text confirmations when a customer books an appointment (“booking confirmations”), when an appointment is coming up (“appointment reminders”), when a technician is on their way (“dispatch notifications”), and when a technician completes a job (“customer satisfaction surveys”). 

You can find documentation on how to set all this up here, as well as training materials for your call center here. Feel free to reach out to your Customer Success Manager for additional help. Examples of each type of communication are listed below. 

Booking Confirmation:

Hi Mrs. Jones! Your appointment with ServiceTitan Home Services is scheduled for Thursday, April 1st. Your technician will arrive between 10AM and 12PM. If anyone in your home begins exhibiting symptoms of COVID-19 or you need to make changes to your appointment, please reply to this text or  give us a call at (818) 396-7727.” 

  Appointment Reminder:

“Hi Mrs. Jones! This message serves as a reminder of your upcoming appointment with ServiceTitan Home Services, scheduled for April 1st between 10AM and 12PM. You will receive a separate message once your technician is on their way. Please be advised that our technicians have sanitary equipment in their trucks and have been trained to wear masks and gloves while on site, and we request that you do your best to remain 6 feet away from them at all times. Reply ‘C’ to confirm.”

  Dispatch Notification:

“Hi Mrs. Jones! Your technician, Ara, from ServiceTitan Home Services, is en route to your appointment. Please be sure to maintain a social distance of 6 feet for the duration of your appointment, and secure all pets or disruptions in an area away from where the work is being performed. As a reminder, our technicians are equipped with sanitary equipment in their vehicles and must wear protective gloves and masks throughout the duration of the appointment. To track your technician, click [here].” 

Customer Satisfaction Survey:

“Hi Mrs. Jones! We would love your feedback on your recent visit from ServiceTitan Home Services. On a scale of 1-10, how would you rate your experience with our technician, Ara? Reply with a number between 1-10, with 10 being a fantastic experience. Thanks very much for your feedback! Please reply to this text or give us a call at (818) 396-7727 if you need future assistance. Take care & stay safe.” 

Go to Chapter 3: Setting your company up for success