Tag: Web Design Boston

5 Rules for Better Website SupportOctober 26th, 2013

While we have been lauded for great website support, I really think it comes down to 5 simple rules I follow. (…and so should your website management company)

1. Answer all support requests the same day. Respond back to your clients quickly. Waiting days and weeks is unacceptable. Even if a request will take days to complete, let clients know you are on the job.
2. Use a ticketing system. Support tickets that are opened automatically when a customer emails a certain address are best. Then clients can track progress.
3. Test and backup. No matter how simple a change is, make sure you check your work. And if a change is major, take a full backup first. you will save you and your clients agita down the road.
4. Ask questions: If you don’t 100% understand what your client is asking for, ask questions. Your work will be more accurate and you will avoid re-work.
5. Let a client know you are done. (or close the ticket with a note) You would think this would be a no-brainer, but I have heard of companies that will make a change and not even let the client know.

While it is true that we close 99% of requests the same day, this isn’t possible for every company. But every rule I mentioned and follow is doable for every company.   If your website management company doesn’t follow these simple rules, contact RooSites today.

 

Yelp filters do not workOctober 13th, 2013

Yelp uses filters to try to combat fake reviews, both positive and negative.  Great idea in theory, but not in practice.  They filter out so many real positive reviews, that it invalidates the website as a true review site.

Case in point: I reviewed two sites.

1. I reviewed an insurance agent:  An insurance agent saved me 20% on a policy with better coverage. Naturally I gave him a glowing review.
   Result:  Filtered
2. I reviewed a health and wellness center.  I went to a health and wellness center where in 2 months I lost 27 pounds.  My blood pressure was high as was my glucose. After 2 months my BP and Glucose is perfect.  Naturally I gave them a glowing review as well.
   Result: Filtered

I wrote to Yelp, as I didn’t want to let this go.  These businesses deserved good reviews. I received a form letter.

Thanks for contacting us with your concerns. We use automated filtering software to showcase the most helpful and reliable reviews among the millions that are submitted to the site, but even some legitimate reviews don’t make the cut. It sounds like that might be the case here. We do not have the ability to restore filtered reviews. Keep in mind, however, that the review filter applies the same rules to every business and continually revisits each review to reevaluate its determination. -The Yelp Support Team

Terrible answer.  They are hurting businesses by filtering real positive reviews. Then there are some negative ones which are obviously fake and they slip by. The algorithm is way off. What is worse is you have companies offering to get you positive reviews and help manage your reputation online. These seem to violate the spirit of Yelp, but again they slip through.

Yelp is a website that could be great. But they need to figure out the filters if it is to  survive. Perhaps make people validate their review, having to give names, addresses and phone numbers. (not to be shown, just so that people will think twice giving fake, or worse slanderous reviews)

I still think you are better off spending your time with testimonials on your own site. Even Yelp’s canned emails to businesses who ask for reviews to be unfiltered, say the same thing:

If there are certain customer reviews that you want to showcase, feel free to ask your customers if you can add their testimonials to your own website.

So don’t stress over Yelp. As a business owner, log on and answer critics, being as helpful and friendly as possible. People will see a bad review every once in a while as normal, and that if the majority are good, you will be fine. Remember: Unfortunately people are quick to rip you for an off day, but not always as vehement to write positive reviews. This is just human nature and not just related to Yelp.

Closing Thoughts: Hopefully Yelp will eventually get the filters right and your glowing reviews will be front and center. Until then, fight the good fight, answer bad reviews, and encourage clients/customers to send you testimonials for your own website.