When requests go out
When you press Done on a job in Jobs, Zome creates a review request for that customer, as long as review requests are on. They're on for new accounts. The request goes out 2 hours later unless you change it. To change the timing, go to Follow-ups, Automations, Review requests, and set Hours after the job, from 0 to 72.
The Automatic requests card on Reviews shows whether automatic requests are on.
You can also ask any customer yourself:
- On Reviews, under Ask for a review, choose a customer and press Create request.
- Or open the customer in Customers and press Ask for a review.
What the customer sees
- A short text or email asking how the job went, with a link.
- A page that asks how your business did. They tap a star rating and can add a comment.
- After they press Send, a thank-you and a Leave a Google review button that opens your Google review form.
Everyone gets the same Google link
Every customer sees the same Leave a Google review button, whatever rating they gave. Zome never filters out unhappy customers and never holds back the Google link. There is no review gating. Google doesn't allow it, and neither does Zome.
Private ratings
The stars and comment a customer gives in Zome are private feedback to you. They show under Requests and feedback. You get an alert for every rating. When it's three stars or fewer, the alert suggests a call.
A comment only shows on your website if the customer ticked the box allowing it and you press Show on your website.
The numbers on Reviews
- Requests and Opened: how many you sent and how many were opened.
- Average rating: from ratings given in Zome.
- Went to Google: customers who pressed the Google button. It counts clicks, not reviews posted.
Reply to your Google reviews
Once your Google listing is linked, Reviews lists the reviews Google shares with Zome (up to five, the ones Google shows first). Zome reads them again every week and tells you when new reviews come in.
- Press Draft a reply under a review. With AI set up, Zome writes a short, polite reply from what the review says. Otherwise you get a simple starting point to edit.
- Change anything you like, then press Copy reply.
- Press Reply on Google and paste it under the review in your Google Business Profile.
Zome doesn't post replies for you. Drafts never offer discounts or free work, and low ratings get an apology and an invitation to call you.
Leave-behind cards
On Reviews, press Leave-behind cards. Print the sheet of four cards, each with a QR code for your Google review form and one for online booking. Test both codes with your phone before you print a stack. Without your Google review link, only the booking code is on the card.
If texting and email aren't connected yet
Review requests wait in Follow-ups under Ready to send. Press Open in Messages or Open in Mail to send one from your phone, then Mark sent. Requests that haven't been rated also have a Copy link button on Reviews.