Yelp is implementing scheduled support inquiries for advertisers to ensure their questions are answered “in a timely manner.”
While options like online FAQs, email and chat are effective for many inquiries, some advertisers prefer the value of speaking with a live representative for more personalized support, the platform told Search Engine Country.
The news coincides with reports of dissatisfaction with Google Ads support, which has been described as an “all-time low” by frustrated advertisers.
Why we care If insufficient Google Ads support is a concern, Yelp is worth considering as an alternative platform because of the extra help and support it offers advertisers.
Scheduled consultations. Yelp now allows advertisers to schedule inquiries with their customer service team without waiting on hold. This makes it easier for advertisers to connect with customer support and set up inquiries at a time that suits them.
What Yelp says. Nicole Lund, Director of Local Business Product at Yelp, told Search Engine Land:
“We want advertisers to be able to contact us as soon as possible to help us answer any questions, without having to wait.” “Advertisers are dealing with a lot and don’t always have time to wait to speak to someone, which means business owners sometimes delay calling us to get the support they needed.” “Not only have we heard that scheduled queries help them get their questions answered quickly, but it also helps them be more successful with their ads because we can help business owners better optimize and fine-tune their ads when it’s most convenient for them.” “We’ve also heard anecdotally that the convenience of scheduled inquiries makes their advertising experience even more positive and, in turn, makes them even more likely to proactively engage with Yelp at long term”.
Yelp’s AI plans. In addition to the new support feature, Yelp is increasing its use of AI to provide advertisers with additional insights into their campaigns, including AI-powered smart budgeting. This new feature uses AI to provide advertisers with personalized ad budget recommendations, taking into account several unique factors about their business, including rating, category, listing age, region, and more.
Google’s approach. While Yelp is improving its live support offering, Google has faced criticism for providing inadequate support to advertisers. Google acknowledged these concerns in Search Engine Land and said it is investing in AI to improve its Advertiser Help Center. However, the search engine has not confirmed additional investments in live support, despite requests from advertisers.
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deep dive. Read Yelp’s announcement in full for more information.
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