A client who just told you they love your firm is one click away from a five-star Google review. Quilia can ask for reviews two ways:
- When you ask: one Request review button lets you send a client a score question, your Google review link, or both.
- On a schedule: with the Automatic NPS automation on, Quilia asks your clients for a score, and anyone who answers 9 or 10 gets your review link. See Make it automatic.
Send a request
- Open Reputation in the portal sidebar.
- Select Request review at the top of the page.
- Search for the client, or pick one from the list of recently active clients.
- Choose what to ask for, then select Send request.
There are three choices:
- Score and Google review (the default): ℚ, your firm's digital case assistant, texts the client asking how likely they are to refer your firm, from 0 to 10. If they answer 9 or 10, ℚ sends your Google review link right then.
- Google review: ℚ texts your review link right away. Use it for a client you already know is happy.
- Score only: ℚ asks the 0 to 10 question, with no review link.
The Quilia app asks the same thing, so the client can answer wherever they see it first. A client can reply to ℚ's text with just a number. Texts go out between 8 AM and 8 PM in the client's time zone; a request sent at night waits for the morning. If ℚ can't text a client (no mobile number on file, they opted out of texts, or they have no open case), the confirmation tells you why, and they still get the prompt in the app.
Who to ask
Ask the clients who already told you they are happy. Further down the Reputation page, the NPS Responses tab lists every client's score. Find a client who gave you a 9 or 10 (marked Promoter) and select Request review on their row, then Send Request.
A client can only have one Google review request waiting at a time. If one is already pending, the Request review button on their row is grayed out. The Sent Requests tab shows every request your firm has sent.
Get credit for your reviews
With your Google Business Profile connected, your Google reviews show up on the Reputation page, and each one can be credited to the team members who earned it:
- Assign on a review lets an admin pick one or more team members.
- Auto-assign by case, in the same window, matches the reviewer's name to a client and credits the staff on that client's case.
The Team member performance section of the Reputation page counts Google reviews for each team member, so everyone can see the reviews they brought in.
Who can send requests
Admins, attorneys and legal staff can send Google review requests. Only admins can assign reviews to team members.
Make it automatic
You do not have to remember to ask. Turn on the Automatic NPS automation under Messaging, then Automations, and Quilia asks your clients for a score from 0 to 10 on a schedule. When a client answers 9 or 10, in the app, by text to ℚ or by email, they get your Google review link right then. New score requests include the review link unless you untick And a Google review, if they are a promoter on the automation's Ask for a score step. See NPS and Google Reviews: Best Practices.
Where the review link comes from
Requests send clients to your firm's Google review link. An admin sets it in Settings, under Organization, and each office can have its own Review link. A client is sent to their office's link, or your firm-wide link if their office has none. Connecting your Google Business Profile fills these in for you.