AI Reviews in Chrome: Good Feedback Just Got More Important

This Google update is an extension of its Store Ratings feature that displays your business reviews in search results. So, check that your business has enabled Store Ratings first to ensure that customers can see your store’s reviews when shopping via Google.

What Will Your Customers See?

When a user is browsing your online store, they’ll be able to click on the  “View site information” button to the left of Chrome’s address bar and see an AI-generated summary of your business’ reviews.

According to Google’s official post, your customers will able to see information about your:

• Product quality
• Customer service
• Shipping
• Pricing
• Returns policy

Because Google is shining an even bigger spotlight on your reviews, your business needs to be proactive when asking customers for feedback. You should be encouraging reviews on websites that will be pulled into these AI summaries, which includes Google Business Profile reviews and third-party websites like Trustpilot.

Here are other ways that you can safeguard your business’ reputation:

• Monitor your reviews – By tracking reviews across different platforms, you can address common customer concerns as soon as they appear. For example, if you’re noticing shipping complaints, you can reassess your shipping software, send times, courier choice, and packaging.
• Respond to reviews (good and bad!) – Whether your reviews are good or bad, you need to respond to them to show customers that you care. If you ever need to reply to a Google review that’s less than ideal, don’t panic. Respond promptly, be empathetic to their situation, and offer a solution that can rectify their problem.
• Add testimonials to your website – If you’re sceptical about the AI’s accuracy, you could also add social proof to your store’s webpages to build trust. This might include creating a separate testimonials page, or sharing user-generated content alongside your product listings or on social media.

While Google’s Chrome update will amplify your online store’s reviews and potentially surface negative opinions, your business isn’t helpless. Check your reviews regularly and respond to customers to build trust.

Most importantly, don’t be completely disheartened by negative reviews. View common feedback as an opportunity to improve your store and increase customer satisfaction in the long run.