[News] Small Businesses Slow to Adopt Social Customer Service
Here’s a highlight of some of the top local-business-related news of the week:
[Customer Service News] Survey Says few Businesses Employ Social Customer Service
News Source: Roundpeg
A recent study from marketing strategy agency Roundpeg shows that few small businesses are using social media to field customer service requests. 66% of surveyed B2C businesses said they rely on social media to stay in touch with customers, but less than 20% are using social channels to resolve customer service inquiries.
B2B respondents were slightly more inclined to provide social customer service (29%), but generally spend less time on social engaging with customers than B2C companies.
Key Takeaway: Consumers are turning to social media to voice questions, complaints, and suggestions to companies of all sizes, but the majority of small businesses aren’t contributing to the conversation. Don’t miss out on this valuable opportunity to connect with clients and resolve issues more quickly. Even if you only have time to check your social accounts once a day, you can have a positive impact on individual customers and your social followers by responding promptly and helpfully to inquiries.
[Mobile News] U.S. Local Mobile Search Outpaces Global Markets
News Source: Street Fight Mag
According to recent research culled by Bonial International Group, the U.S. is still the clear leader in the local mobile search space, but international markets are starting to catch up.
60% of all search traffic in the US comes from mobile devices, and that percentage is expected to keep growing as smartphone sales increase year over year. Data from BIA/Kelsey also showed that 40% of mobile searches in 2012 were local. By 2016, analysts project that local mobile searches will surpass local desktop searches by 27 billion queries per year. That’s a lot of searches!
While the U.S. is the frontrunner in local mobile search right now, other countries are also starting to see rapid growth. Brazil almost doubled their mobile search traffic between 2012 and 2013; Germany mobile adoption is at 48%, with France and Russia both clocking in at 37%. Local mobile search has taken off in Russia particularly, growing from 7.6% of mobile searches in 2012 to 27.72% as of February 2014.
Key Takeaway: Local mobile search isn’t just a passing fad—it’s becoming the new standard way of finding local businesses, especially in the U.S. where smartphone adoption is high. All the more reason for small businesses to make sure their websites, online listings, menus, and product & service lists are accessible and easy to read on mobile devices.
[Restaurant News] Yelp Launches Proprietary Reservation System
News Source: Tech Crunch
Last week, Yelp announced the launch of a new free Reservations service based on technology from SeatMe, the OpenTable competitor it acquired in 2013.
Any restaurant that has claimed its Yelp profile page can now use Reservations to take bookings on the review site—all for no fee. SeatMe’s integrated (and more sophisticated) booking service used on restaurant websites will remain $99 a month.
Key Takeaway: Adding bookings to its local listings is a natural next step for Yelp as the company strives to keep up with competitors like OpenTable and Google. Providing a way for consumers to close the loop by making a reservation will benefit both customers and restaurants. It’ll also help Yelp by increasing its visitors’ time on site and boosting internal advertising and marketing revenue.
Will you be trying Yelp Reservations for your business? Leave a comment and let us know!