06/17/2014

June 17, 2014

Another very busy day at Frozen Fire-

If I walk out of this internship only learning one thing, its that Yelp has terrible customer support (joking - I already have learned way more than that).

Today my task was to help two of our clients with their Yelp pages - reviewers on Yelp can start pages for businesses without the business’s involvement whatsoever, which, at least for the businesses, can be a hastle. Due to the customers’ vibrant enthusiasm for our client(which, although a good thing, is not so good in this aspect), there are three pages, one for each location, thanks to reviewers (thankfully they are good reviews). This can be a little confusing - it is best to have just one clean, concise page with the three location listed, rather than three separate pages. My task was to see if we could someone delete or merge these pages into one page, which is where my snide remark about Yelp’s customer service comes in. They have NO phone number on their website, and I had to find it on some sketchy ‘top-secret’ website most likely made by a Norman Bates-type, and after several pushings of buttons and listening to voice recordings, another voice recording said “We are sorry - Yelp is unable to provide on-call support due to the amount of questions we receive daily” WHAT?!

I’m turned off from Yelp and I’m not even a user! HAVE GOOD SUPPORT, PEOPLE!!!

Anyway, after hours of looking through conversations on Yelp (I swear, Yelp is Facebook for some people - there were countless conversations about “what dog should I get?” or “5th birthday party ideas?” that had nothing to do with the salt to pepper ratio of a certain restaurant’s certain braised lamb or whatever Yelp is supposed to be for!), I noticed a man who was commenting on several of the conversation feeds with helpful advice. It was by hunting this man down that I FINALLY was able to get the help I needed. Seriously, I had to go through pages and pages of people’s thoughts about life and dogs until I found this guy. Besides providing the ability to discuss publicly on their website, Yelp had almost NOTHING to do with my success whatsoever!!

Anyway, he’s currently helping me with both accounts. Apparently, we can claim more than one Yelp page and we can merge the two duplicates we had. Thank goodness. My only question for him is, if we claim all three, what exactly will that do…? Besides giving us more control over them. When people search for our client will three pages pop up? One girl commented on a conversation I started on Yelp (yes, I did that too, and people have already begun to argue via comments about things that have nothing to do with my question… Who are you people?!), and stated that

“...when you go to a business on Yelp, there is a button on the right hand side of the screen that says "Edit Business Info". Click on that. There is a listing that says "This is a duplicate of another business on Yelp", and there is a box provided where you can copy and paste the URLs for the different listings. “

So hopefully she and Don (the guy I had to hunt down) will be the only sources we need.

Other than that, I finished the SurveyMonkey task. It was WAY easier than the GoogleAds (RateMD) task -- which I feel like I’m extremely close to understanding, but the website just bombards you with information. I think I’ve got the gist though. I have a meeting with Nikki later about everything I did last week and today so hopefully we can clear that up together based on the information I’ve compiled.