- Online customer reviews are vital for law firms as they boost local SEO and reflect the firm’s authority and trustworthiness, which are important according to Google’s guidelines.
- ChatGPT can be used by law firms to efficiently respond to both positive and negative reviews; it’s recommended to personalize AI-generated responses by changing at least 15% of the content to match the firm’s brand and tone.
- Positive review responses should be appreciative and personalized, while responses to negative reviews should acknowledge the feedback, offer an apology without admitting fault, and invite the client to discuss the matter further.
- It’s crucial for law firms to respond to reviews promptly, ideally within 24-48 hours, to demonstrate effective communication and engagement with clients.
- To garner more Google reviews, law firms should encourage satisfied clients to share their experiences, and fake reviews can be flagged for removal in the Google My Business account.
Online customer reviews do more than showcase your experience, ability, and customer service skills—they also improve local SEO. Google reviews increase your firm’s authority and trustworthiness, two points that are crucial according to Google’s current guidelines.
In the last ten years, the way that consumers look for businesses and services has completely changed. While word of mouth used to be hugely relied upon, now many turn to online reviews and star ratings.
Finding and responding to your reviews is first and foremost good customer service. However, it extends beyond that. By replying to reviews, you’re sending a signal to Google, letting them know that your GMB page is actively managed and updated. Google loves this, and your local SEO will reflect that.
How to use ChatGPT to Reply to Reviews for Your Law Firm
There are quite a few ways that you can use ChatGPT to improve efficiency and reduce time spent working on minor tasks. Responding to reviews is one of our favorite ways to use the tool. Simply put in a prompt like the ones listed below and watch the AI get to work.
However, you should always make sure to change at least 15% of it to make it sound more normal, especially removing overdramatic or pompous vocabulary like “paramount” and replacing them with a more common word like “important”. You should also add any mannerisms or phrases you like, so your reviews are still genuine to your brand.
How to Reply to a Positive Review Using AI
Responding to positive reviews is a great way to showcase your firm’s personality, as well as show new customers that you really do care about your clients. Responding to positive reviews is simple, and often times a “Thank you for your kind words!” will do the trick.
However, you may quickly run out of different ways to thank your clients. That’s where ChatGPT comes in.
Prompt to Enter into ChatGPT
Please write a brief response to the following positive Google review from a client of our law firm. Please make it personal. Ensure the review is written as though an attorney from the firm wrote it, and limit the response to 100 words. Please do not sign the review.
Here’s an example of a review we responded to using ChatGPT and the above prompt.
Review: I wanted to take the time to say thank you so much to this law firm for helping me with my case. They were there with me every step of the way, and I couldn’t have done this without them. Super caring & communicative.
From ChatGPT: We’re deeply touched by your kind words. Knowing we made a difference for you is why we do what we do. It was truly a privilege to stand by your side and navigate this journey with you. Our commitment is always to care and communicate, and we’re thrilled to have been able to uphold these values for you. Thank you for placing your trust in us. Wishing you continued strength and peace.
Edited: We’re deeply touched by your kind words. Knowing we made a difference for you is why we do what we do. Thank you for placing your trust in us.
In this case, we removed some phrases that didn’t feel like they matched the law firm’s brand and tone. We also changed it to be short, sweet, and straight to the point. You can always change the prompt to fit your needs better, as well.
How to Reply to a Negative Review Using AI
Responding to negative reviews is just as important, if not more so, than responding to positive reviews. Acknowledging feedback given in these reviews should be your first priority, along with apologizing and (in some cases) offering to make it right.
In the case of reviews with extremely negative or inaccurate information, restrain from arguing with the client and instead remain level-headed and use ChatGPT or another AI tool to help you determine what to say.
Prompt to Enter into ChatGPT
Please respond briefly to the following negative Google review left by a client for our law firm. Please apologize that they are experiencing frustration, but do not admit any wrongdoing on our part. Encourage the client to contact the firm to discuss the issue and reach an amicable resolution. Ensure the review is written as though an attorney from the firm wrote it, and limit the response to 100 words. Do not sign the review.
Here’s an example of a review we responded to using ChatGPT and the above prompt.
Review: I’m very unhappy with the amount of time it took for our case to be settled, and the customer service wasn’t very good either. I wouldn’t recommend working with this law firm.
From ChatGPT: We’re genuinely sorry to hear about your experience and the frustration it has caused. Legal processes can be complex and sometimes take longer than anticipated, but we strive to ensure our client service meets high standards. We’d welcome an opportunity to discuss your concerns directly and work towards a resolution. Please contact us at your earliest convenience so we can address and hopefully alleviate your concerns. Your satisfaction is important to us.
Edited: We’re genuinely sorry to hear about your experience and the frustration it has caused. Legal processes can be complex and sometimes take longer than anticipated. We’d appreciate the opportunity to discuss your concerns directly and work towards a solution. Please contact us soon so we can address your concerns and alleviate your concerns.
With this response, there wasn’t as much of a need to edit as it came out sounding fairly natural. Just make sure that you’re reading all responses before you post them. This will ensure each response sounds different but still captures the same tone.
FAQs about Law Firm Reviews
How Important Are Reviews For Law Firms?
Reviews are crucial for law firms, as they influence potential clients’ decisions and can greatly impact the firm’s reputation in the community.
How Quickly Should I Reply To Reviews?
Ideally, you should respond to reviews within 24-48 hours. Responding to replies quickly demonstrates your firm’s ability to communicate effectively.
How Do I Get Google Reviews for Law Firms?
Encourage your satisfied clients to share their experience on Google by asking them directly at the end of their lawsuit. You can do this by speaking to them in person and sending follow-up emails with specific instructions for submitting a review.
How Do I Remove Fake Google Reviews?
To remove fake Google reviews, flag them in your Google My Business account for violating Google’s policies. Ensure that you add a clear explanation of how the policies have been violated.
