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Top 5 ways consumers are connecting with businesses on Yelp



Photo by Keira Burton

Consumers are constantly searching Yelp for help from small businesses, whether it’s finding a plumber to fix a busted pipe or searching for an interior designer to decorate a baby’s nursery. When most people go on Yelp, they’ve already identified a specific need and are looking for someone who can provide a solution. That’s why 97% of people make a purchase after visiting a Yelp Page.

How can you prove you’re the right business for the job? The trick is making sure high-intent customers can find and get in touch with you easily. While many Yelp users check out reviews and peruse pictures, they also want to be able to connect with you and your business—meaning they’re taking action toward making a purchase.

There are over a dozen ways consumers can connect, or interact, with you on Yelp. These actions include clicking on your website, opening the map embedded in the Yelp app, or calling you directly. To ensure consumers can connect with you, it’s crucial to keep your Yelp Page complete and up to date. Check out the top five ways that consumers are connecting with businesses on Yelp, then log in to your business account to make sure your page is set up for success. Optimizing your page to make these connections faster and easier will help you grow and retain a base of loyal customers.

1. Website clicks

When customers are searching on Yelp for a specific service and find your business, it may be the first time they’re ever hearing about you. If they like what they see on your Yelp Page and are ready to learn more about your operations, they’re likely to click through to your business website—one of the most meaningful forms of customer connections on the platform. In fact, in the last 30 days, there were 31 million clicks on business websites from Yelp.* 

To capitalize on this traffic, make sure your website is easy to navigate, full of accurate information, and mobile friendly. Your contact information should be front and center so potential customers can reach you easily when they’re ready to make a purchase. 

2. Map opens

Yelp users are likely searching for businesses near them, so when they find a business in their area, they want to know exactly where it’s located. Many customers connect with your business by opening the map function in the app—in fact, over 19 million map opens occurred in the last 30 days.*

To ensure customers can accurately see on the map where you do business, keep your address up to date, including your specific suite number, if applicable.

Tip: In addition to an accurate address, you can also upload images of the exterior of your business so customers can easily recognize it when they arrive. 

3. Menu opens

Customers want to know all the details about a business when researching their options—especially products or services. That’s when a menu comes into play. You may think of a menu as something used only in restaurants, but on a Yelp Page or business website, it’s a list of everything a business offers, along with descriptions and prices. 

If you host your menu on your website, you can add the URL to your Yelp Page so customers can click “Explore the Menu” and easily pull up it from your page.

4. Phone calls

Talking with prospective customers on the phone is one of the highest value connection types for businesses. Callers are high-intent customers interested in a direct line to your business. To best receive them, keep your phone number up to date and train your staff to answer calls and respond to any questions.

Tip: Set up a voicemail or answering system with a friendly message and an estimated response time. Be sure to regularly clear your messages to avoid reaching capacity.

5. Map directions

Customers want to get to your place of business, and they need to know things like how long it will take or what route they’ll need to travel. 

To aid them in plotting their way, make sure your address is accurate on your Yelp Page. You can even mention nearby landmarks in your “From this business” section to help potential customers familiarize themselves with the area.

Other ways consumers connect with businesses

In addition to the connections listed above, consumers interact with Yelp Business Pages in a number of other ways:

  • Clicking on “More info” (mobile only; expands the business information)
  • Sharing a business page (by text, direct link, social media message, etc.)
  • Adding to their default or a specific collection
  • Sending a message or request to a business 
  • Writing a review
  • Checking in to a business
  • Making a reservation
  • Clicking on a customized call-to-action (CTA) button
  • Making a third-party purchase or booking (e.g. Grubhub, Booker, etc.)
  • Adding themselves to the Waitlist
  • Uploading a photo
  • Adding a tip
  • Adding a bookmark

How are customers connecting with your business?

To see all the ways customers are interacting with your business, log in to your Yelp for Business account, and click on the bell icon in the top right corner marked Notifications.

*Yelp Internal Data 2021, based on the number of connections made on Yelp between September 21, 2021 and October 21, 2021

The information above is provided for educational and informational purposes only. It is not intended to be a substitute for professional advice and may not be suitable for your circumstances. Unless stated otherwise, references to third-party links, services, or products do not constitute endorsement by Yelp.

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