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What customers are doing on Yelp besides leaving reviews



Photo by Marcus Aurelius

The first thing that likely comes to mind when you think about Yelp is reviews. And yes, of course, with more than 244 million cumulative reviews, there is certainly no shortage. But outside of that, Yelp serves as a platform for much more for local businesses. From securing job projects to enticing prospects with high-quality images, there are a number of ways you can use Yelp to help boost business. 

We know that customers are coming to Yelp to find a solution. Whether it’s a leaky faucet, a much-needed cut and color, or a date night waiting to happen, consumers come to Yelp with a need, and they’re looking for a business that will satisfy that need. Most of them don’t have a specific business in mind when they arrive: 85% of their searches are for products or services more generally rather than for a specific business name.* To help secure those customers, consider the specific reasons they’re coming to Yelp and how your business can be their solution. 

Seek information about your business

As consumers browse the site and consider their options, they want to know what you offer, what to expect, when you’re open, how to contact you, and more. They’re also ready to buy: 90% of Yelp users make a purchase within a week of visiting the site.

To make sure they have that information, claim your business page to update all these details (it’s easy and free). So what type of basic information lives on Yelp?

  • Address
  • Phone number
  • Website
  • Hours of operation
  • Menu
  • Service area
  • Categories and services
  • Specialties
  • History
  • Intro

Having these sections filled out makes it easy for customers to contact you, helps prospects decide if you’re the right fit for them, and gives you an opportunity to show off your skill set and personality.

With a complete profile and all of your business information accurately filled out, you’ll also be found more often in the most relevant search results. Read more on how to fully complete your Yelp Page

Send messages and job/project requests

Whether someone has a question about your operations or they have a project they want to hire for asap, the free message functionality allows them to contact your business directly. These high-intent customers are showing interest in working with you, so be sure to keep an eye on your inbox so you have the best chance of converting their requests into sales.

Responding quickly is one of the most important factors, so consider turning on email notifications, downloading the Yelp for Business app, and activating push notifications so that you’re alerted as soon as you get a message.

One of the best parts about the messaging feature is that it’s a lead generator that can help you begin conversations with potential consumers who may not prefer a phone call. Just be sure you have a process in place to field these messages; for more guidance, check out these tips for responding to messages and requests.

See how you respond to reviews

People like to spend money with businesses that care about their customers and the experiences they have. Part of this happens onsite, and the other part happens online when people reflect on their time spent with the business. Whether they’re glowing or critical, reviews are a way for prospective customers to get a glimpse into what type of experience they should expect. And on top of that, they’re also able to see how you reply. 

Responding to reviews reflects your customer service practices and shows that you’re not just about the transaction—you care about how their interaction was with your business. Thank customers who had an excellent experience, and for those whose visit was less enjoyable, reply publicly to try to make it right, and consider sending a private message to continue the dialogue. 

More resources:

Browse images to see what to expect from your business

It takes 13 milliseconds for a person to process an image, meaning pictures are the easiest and fastest way for you to show off your business to a potential customer. As users browse your page, they are setting expectations for an experience with your business. Put your best foot forward with high-quality images that showcase the best parts of what you do.

Some things to think about when choosing the right pictures:

  • Quality and composition
  • Photo subjects
  • Variety
  • Health, safety, and organization
  • Full scope of your work
  • Knowledge, reputation, and achievements
  • What makes you unique

Read more about choosing the right photos for your page. And don’t forget to add captions.

*Yelp internal data 2019

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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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