Social media has been able to let businesses that were failing in this area see their mistakes when they read posts and then try to fix the problem to win the customers back. Which is a vast improvement over when a customer left angry and you never saw them again or might not even know they were upset.
Beyond having customers come to your social sites to comment, there are other sites where you can share your thoughts and reviews. Yelp is one that wants you to share your customer experiences so others can check it out and decide if they want to try.
So that being their model you would think Yelp itself would be all about the customer services when using their site. Yet they are one of the worst I have had to deal with when it comes to helping my clients with their marketing strategies.
There is no customer service number you can call. Instead you have to pick out what your problem is from a list to find an answer. Unfortunately the problem my client had wasn’t listed so that was useless. Finally I got someone from their help line to email me and I was told my issue had to be handled from the National Account team. That was three weeks ago and no one has contacted me. I have tried to email their help desk since then and now I am getting no responses back.
Being that my job is to advice my customers on their choices for social media and internet marketing I can say that Yelp will not be on my list of recommendations.
Has anyone else used Yelp and did you find them helpful or was it good for your business?
Sandy Miller has been helping clients with marketing and advertising projects for over 15 years. In that time I have seen lots of changes but nothing as exciting as the introduction of social media.