Local Business Directory Support-Team Email Addresses: How to Reach a Human When You Need Help

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For reasons that may or may not have to do with local SEO, you need to fix your online listings.  Maybe you want to fix 50, or just one.

All these sites all make you jump through hoops.  You’ve done everything they’ve asked you to.  You’ve filled out their forms to submit new listings as directed, and to make fixes as directed.  You’ve waited.

That process has probably worked for most of your listings, but you’ve got stragglers.  Either the form’s broken, or you get an error message no matter what you do, or the changes don’t stick, or it’s been 5 months and they still haven’t processed your listing.

It’s time to bother a human.  Someone who works at the site.

That’s only fair.  You may only have a free listing and not pay the site directly for a primo listing, but they can only make money from ads if they have a business directory big or good enough to get them traffic, which they boast about in order to sell the ads.  Your business info is part of their directory, and therefore part of their sales pitch.  They owe it to you to make basic fixes to your listing, if they don’t give you the means to do it yourself.

But most of these places don’t give you an easy way to reach someone who can help.  (Hey, time is money.)  So how do you reach someone?

I’ve compiled a list of support-team emails for various local directories, search engines, and data-aggregators.

Many of these addresses my helpers and I have used successfully.  Others are for sites we’ve never needed to contact by email.  All should reach someone who can help you, or who will refer you to someone in a neighboring cubicle who can.

Please email wisely:

  • Use a domain email if at all possible (yourname@yourcompanysite.com). Consider setting up one, if you don’t already use it for your citations.
  • Be polite. Maybe you hate the yellowpages-type company, but the support rep didn’t do anything to you (and can always find a way to decline your request if you’re nasty).
  • Make it clear exactly what you want, so they can oblige you without wasting your time or theirs on back-and-forth.
  • Make it clear you’ve tried everything else, including the normal channels.
  • Don’t email them 5 times in a day because they didn’t get back to you within the hour.
  • If for some reason they can’t say yes to your request, ask how you can get your listing fixed.
  • If you have 75 locations, first ask how you should go about getting those listings fixed en masse.
  • Don’t email them constantly. If you pee in the pool, we’ll all have to get out (but might want to throw you back in).

Here are the support emails, from A to Z, for 21 sites you might be wrangling with:

Acxiom / MyBusinessListingManager email:
mblm@acxiom.com

Angie’s List emails:
angieslist@angieslist.com or memberservices@angieslist.com

Apple MapsConnect emails:
mapsconnect@apple.com or mapsconnect-business@apple.com

Bing Places email:
placesfeedback@microsoft.com

City-Data.com email:
errors@city-data.com

CitySearch / InsiderPages emails:
myaccount@citygridmedia.com or customerservice@citygrid.com

Cylex email:
info@cylex-usa.com

Factual email:
accounts@factual.com

Foursquare business email:
support@foursquare.com

InfoGroup / ExpressUpdate email:
contentfeedback@infogroup.com

LocalEze emails:
support@neustar.biz, support@localeze.com, or localezesupport@neustar.biz

Manta email:
help@manta.com

MapQuest email:
supportteam@mapquest.com

MerchantCircle emails :
toplevelsupport@merchantcircle.com or support@merchantcircle.com

ShowMeLocal email:
support@showmelocal.com

SuperPages & DexKnows email:
customerservice@supermedia.com

Yahoo Local email
listings-support@yahoo-inc.com
(If Yext won’t help you – and you’ve tried their free-fix method – you can email Yahoo.  We’ve had success in getting duplicates removed this way.)

Yellowbook emails:
team@hibubusiness.com or servicecenter@hibu.com

YellowBot email:
help@yellowbot.com

YellowPages emails:
ypcsupport@yp.com or customer.care@yp.com

Yelp Business email:
feedback@yelp.com

I don’t have a direct, non-phone-tree phone number for most of these (yet?).  If you also want non-email ways to contact some of these sites, here are a few great resources:

Be Where Your Customers Are with Local Business Listings – Max Minzer
(includes some phone numbers and extra detail)

Major Internet Business Directories – Mike Munter
(includes some phone numbers and extra detail)

Twitter Handles for Local Business Citation Sources – Bill Bean
(in case you want to try to get help via Twitter)

Thanks to Austin Lund for letting me know about some emails (see his comment).

Special thanks to Nyagoslav of Whitespark for telling me about a few emails I didn’t know about.  By the way, if the thought of fixing all your listings yourself makes you feel like Fred Sanford, consider hiring Whitespark to help clean up your citations.

Which sites have been helpful – or not helpful – when you’ve emailed them?

Any email addresses you’re still looking for?

Any emails I’m missing?

Leave a comment!

IYP Advertising & Local SEO: How Badly Does It Suck?

Today a chiropractor in my home state forwarded me an email he got from a well-known yellow pages -style site.

The ad rep sent him a proposal – the details of what they wanted to do to get his phone to ring:

There are many options and I believe that getting your [sic] started with one of our online packages that includes a bundle of online solutions would be a [sic] the way to go.

The elements include:

Google + Local.  We would assist in claiming your Google places page and populate content and any additional information for you (photos, videos etc)

A local focused click package.

Facebook Page.  We would co-manage and update Facebook for you.  I [sic] social media expert would contact you once a month for updates.

Reputation Monitoring:  One consolidated report of your online reviews.

YEXT power listing:  Your business information claimed across 40+  internet sites including Yahoo, Yelp to name a few.

Call Tracking and Reporting

Cost: $225 per month.

I told the good chiropractor that was a bad deal – and that his practice would be getting the assembly-line treatment.  If he was picking out a place to dine, it would be the McDonald’s inside Wal-Mart.

Why does that deal suck?  Let’s put on our elbow-length gloves and take a real close look:

Ad rep:  Google + Local.  We would assist in claiming your Google places page and populate content and any additional information for you (photos, videos etc).

Me:  That takes 10 minutes.  And it’s probably the part you’ve done already.  If there’s a part you need help with or advice on, it’s cleaning up duplicate listings in Google – many of which are automatically created by misinformation on online directories, like this one.  But your monthly budget won’t get you that.

Ad rep:  A local focused click package.

Me:  Every business owner I’ve spoken with has said these leads are garbage.  But hey, you get your 50 clicks per month (see where it says that in the fine-print contract?).

Ad rep:  Facebook Page.  We would co-manage and update Facebook for you.  A social media expert would contact you once a month for updates.

Me:  Their social-media “expert” might just edge out the expert Domino’s hired.

Ad rep:  Reputation Monitoring:  One consolidated report of your online reviews.

Me:  Or you can check the one in your Google Places dashboard.

Ad rep:  YEXT power listing:  Your business information claimed across 40+  internet sites including Yahoo, Yelp to name a few.

Me:  Online directories get a steep discount on Yext, so for them it’s just like throwing another kid onto a school bus.  Yext is an OK service – it has its uses – but it’s no substitute for correcting your listings manually (as my buddy Nyagoslav Zhekov has written).

 Ad rep:  Call Tracking and Reporting.

Me:  Because local SEO is just too easy and boring without having to clean up call-tracking numbers in your citations.

Ad rep:  Cost: $225 per month.

Me:  Your ad rep turned down a job at a gas station – just to help YOU with your online marketing!  (And he must be good at it, too, because you’re paying him $225 for probably 30 minutes of his time.)

Notice what’s missing from the offerings: help with your website, helping you put together a strategy for getting more reviews, and personal guidance and attention.

What are your experiences with these sorts of “packages”?

Can You Rank Well in Local Google without Revealing Your Street Address Anywhere?

If you run your business from home and don’t want your address to be visible in Google, on your site, or on third-party sites…then yes, you should still be able to rank just fine in the Google+Local search results.

But balancing local visibility and privacy takes a little finesse.  I’ve written this post to show you how to pull it off.

A little background

One of my clients – whom I’ll call Frank – asked me a great question at the beginning of this year that went something like this:

I work from home.  I like and trust my clients and I always travel TO them for each job, but I want to keep my family’s home address private.  Can I still rank OK in local Google?

What I told Frank was that, yes, he can (and should) hide his address from showing up on his Google Places (now known as Google+Local) page, and that, no, he doesn’t need to have his street address on his website.

I told him that’s a good start, because most of the people who will ever become clients will have found him through either his Google+Local page or his site – and therefore wouldn’t have occasion to see his address if it’s not listed on either of those places.

But there’s a rub: I told Frank that a HUGE factor in ranking well in local Google is being listed accurately on third-party sites.  That is, on sites like Yelp, CitySearch, SuperPages, etc., plus the two major “data-providers,” ExpressUpdateUSA.com and LocalEze.com (which feed other sites across the web).

What I didn’t know was the extent to which you can choose to hide your address from these third-party sites.

And you do need to be listed on those sites.  In a semi-competitive market, if you’re not listed correctly on at least a few specific third-party sites, you’re unlikely to rank well.  (In just a second I’ll tell you exactly which sites I’m referring to.)

Sure, you still need to optimize your Google listing and website and probably drum up some reviews, and even then there’s no guarantee you’ll outrank anyone.

But if you can at least list your business on the major third-party sites, you’ll probably be in good shape in terms of rankings.

Therefore, if privacy is a concern of yours, your challenge is: can you list your business on all the important third-party sites you need to list it on without revealing your address on those sites?

I recently found that the answer is yes: with a little work you should be able to keep your address off of these sites, and so you should be able to rank well locally.

Which sites to focus on?

I’ve found that the sites you see when you do a GetListed scan are the biggest determinants of how well you’ll rank.  Being listed on them is no guarantee you’ll rank well, but if you’re not on them you’re far less likely to rank well locally in Google.

They’re also important because some of them get a lot of “eyeballs” in their own right – eyeballs you may not want your street address in front of if you’re concerned about privacy.

Anyway, go to GetListed.org and do a scan of your business.  You’ll see the big, important sites on the right:

Not all of these sites matter much to your rankings in local Google.

As you probably know, Yahoo and Bing are Google’s competitors (albeit very small in comparison).  Your local listings there simply don’t affect your Google rankings.  But because some people use Yahoo and Bing instead of Google, it’s very much worth having your business listed on those sites.  Which also means it’s worth making sure your address doesn’t show if privacy is a concern to you.

FourSquare is becoming more important, but it doesn’t seem to affect local rankings at this stage – partly because it doesn’t even accommodate most service-based businesses, but instead mostly caters to eateries and tourist-y destinations.

Also, people can’t “check in” to your business on their smartphones if they’re not coming to your location – which they won’t be, if you’re trying not to reveal your address.

So for local-rankings purposes you don’t need to worry about FourSquare – and to the extent you want to keep your address a “secret” it’s probably best to avoid it.

If you want to keep your address private, priority #1 is making sure the following sites do not list your address:

  • Google+Local (formerly Google Places)
  • Bing Business Portal
  • ExpressUpdateUSA.com (AKA InfoGroup or InfoUSA)
  • LocalEze.com
  • Yelp.com
  • Yahoo Local
  • SuperPages.com
  • YP.com
  • CitySearch.com
  • HotFrog.com
  • Local.BOTW.org

What do you need to do on these sites?

Now that you know which sites to pay attention to, the question becomes: how do you conceal your address on each site?

On which sites can you simply click a button and choose not to have your address displayed?  On most of them you can do this.  But a few of them are slightly more involved.  Here’s the site-by-site breakdown:

 

Yes, you can choose to have your address hidden.  To do this, log into the “Dashboard” area of your listing, go to “Edit,” choose the option for “this business serves customers at their location,” and then choose the “Do not show address on Google Maps” option.  (According to Google, you must do this if you travel to your customers, rather than the other way around.)

 

Yes, you can choose to have your address hidden.

 

No, you can’t simply “turn off” the display of your address on your ExpressUpdate listing.  But you can search for your listing on the site and request its deletion, OR you can call up Customer Service and ask them to suppress your listing.  For ranking purposes it’s ideal to have an ExpressUpdate listing, but many businesses that don’t have listings there still rank well in Google.  In any case, the bottom line is if you really want your address as close to 100%-private as possible, you need to “silence” your ExpressUpdate listing, because otherwise it will spread your address to countless other sites across the web.

 

Yes.

 

Yes.

 

  Yes.

 

Yes.

 

Yes.

 

  Probably.  As of this writing (August 13, 2012), the only way to add or modify your CitySearch listing is to send in a manual request to the support team at myaccount@citygridmedia.com.  If you don’t have a listing on CitySearch, email them with all your basic business info (name, phone, what type of business yours is) and just ask not to have your address included.  Because CitySearch is fed by InfoGroup (AKA ExpressUpdateUSA.com), they may very well have your address listed.  If that’s the case, just email them and ask to have it removed, and they should do so.  (For a bit more detail on this, check out my blog post on the topic.)

If you happen to be reading this and there’s (finally) an “Add listing” form on CitySearch that gives you the option of hiding your address, great; do so.

 

Yes.

 

 Yes.

 

On most of these sites you’ll need to claim your listing in order to get the address removed.

Obviously, you’ll also want to try to get any unnecessary or duplicate listings removed (which is a good practice to follow anyway, by the way).

Recap

If you want to keep your address as private as possible while allowing yourself the best-possible chances of getting good rankings in local Google, do the following:

1.  Don’t include your street address on your website.  However, make sure to include your business name and phone number as crawlable text on every page of your site.

2.  Hide your address from showing up on your Google+Local listing.

3.  Go to the other sites I listed and get your address hidden, as I described.

4.  To the extent you have the time and inclination, go to other third-party sites and see if/where your address pops up.  On sites where you can’t remove the address yourself, just send in a request to have it removed.  Which sites should you check?  The ones on this list, for starters.

A few notes

I’ve had clients who don’t want their addresses revealed in Google+Local or on their website, but I’ve never had one who wants to keep it so much of a secret that nowhere on the Internet can it be found.  In these few cases to date we just hid the address from showing on Google and left it off of the website.  The reason is that, until now, I didn’t know whether you even could take it a step further and hide your address from showing on all these other sites.  Now we know you can.  Still, I’ve never had a client ask me to try to hide his/her address to the degree I just described.

Nor have I run across a business “in the wild” where the address truly is “Top Secret” and can’t be discovered with some determined digging.  Then again, I don’t imagine most people want it to be absolutely undiscoverable, but simply just don’t want their home addresses to be broadcasted all over the web.  I imagine that’s the case with you, too.  But if you’re absolutely adamant, check out step #4 (above).

Is there a “ceiling” or a “handicap” on how well you can rank if you choose not to display your address anywhere on the web?  I dunno.  But I do know that as long as you’re able to be listed on the major third-party sites, it’s at least possible to get visible but stay private.

What’s been your experience with keeping a business/home address under wraps?  How well have you been able to rank?  Let me know in a comment!

InfoGroup Category List

Your InfoGroup listing matters - and so do the business categories you choose for itThere are two business listings you absolutely can’t screw up if you want to get visible in Google’s local search results: The first one is your Google+Local listing (duh).  The other is your InfoGroup listing.

InfoGroup – AKA InfoUSA – automatically feeds your business info to sites all over the local search ecosystem.  If your InfoGroup listing has info that’s inaccurate or that differs significantly from what’s on other sites, the chances are excellent your local rankings will be lousy.

The data InfoGroup has on your business also gets piped right into Google.   Ever wonder what causes duplicate Google listings to show up?  Or how a business can have a local listing on Google even though the owner never created a listing?   That’s usually because of InfoGroup.

The bottom line is you need to take two steps with your InfoGroup listing:

1.  Make sure it exists and that your vital info (name, address, phone number) is correct.  Do this at ExpressUpdateUSA.com (which is a site specifically meant for building / managing your listing).  Create your listing if it’s not already there.  If it’s in the system, claim it and make any necessary tweaks.

2.  Beef up your listing with as much relevant additional info on your business / services as you possibly can.  This additional info matters to your local rankings.  This includes the “description” and “services” fields you’re allowed to fill out – and that are easily to fill out.  But most importantly it means you have to pick out relevant categories to list your business under.  The categories can be a little trickier.  That’s what this post is for.

As I’ve commented before, picking the right business categories is crucial not only to your rankings but to the range of local search terms you’re visible for.  This is true of the categories you pick for your Google listing, and of the categories you pick for your third-party listings – of which InfoGroup is arguably the most important of all.

Everything I recently wrote about categories on LocalEze is also true of InfoGroup: you have literally thousands of categories to choose from, but they’re not easily searchable and sometimes aren’t called what you think they’d be called.  With InfoGroup it’s hard to know if you’ve even found the most relevant ones.

Many of the categories aren’t even relevant to “local” businesses.  They have categories for bologna makers and yurt manufacturers alike.  If you’re an alpaca farmer, they’ve got you covered.  Wholesale zipper seller?  Yup.  Uranium dealer?  No problem.

That’s why I’ve put all 9,854 InfoGroup business categories into one list.  The benefit of this is you can search it using CTRL+F or Command+F, or even browse it if you must.  You could find the right categories using InfoGroup’s search feature, but it will take you a bit longer.

Plus, you can even edit or process the categories list if you use the Excel or .txt versions – if you wanted to get all fancy.

But all you really need to do is find the 5 most-accurate categories for your business – or at least however many are relevant to your business and what you offer.  Add those categories when you create or edit your InfoGroup listing.

By the way, I highly recommend you use CTRL+F to search the list, at least to narrow down your options at first.  I hope you were planning to anyway.  I suppose you could read through the list from top to bottom, but your head may explode and you’ll have eyeball prints on your laptop screen.

Happy category-hunting!

View or download the InfoGroup category list:

  PDF

  Excel

  Text

Cold Hard Numbers on How Third-Party Reviews Help Google Places Rankings

Customer reviews are crucial to your local rankings and overall success in Google Places, as you may know.  You need reviews that customers write directly on your Google Places page, and you need customer reviews on third-party sites like InsiderPages, CitySearch, etc.

We know that the first type of reviews—“Google reviews,” written directly on your Places page—have a strong influence on Google Places rankings.  That’s well-established, and I’ve seen it to be the case throughout the 3 years I’ve been specializing in Google Local.

But what about reviews written on third-party sites?  Yeah, they’re important.  But what else do you know about third-party reviews and how they relate to your Google Places rankings?  Probably not much more or less than I did before I did a little fact-finding on the topic.

I took a “core sample” of 200 local markets and 1400 businesses in Google Places, in all different industries and cities in the US.

(Back in July of last year I did similar research, but that was on “Google reviews” and third-party reviews collectively.  This time I’m focusing on the third-party ones.)

Obviously this wasn’t exhaustive research—if it was, I’d be using my break from collecting data to  shop around for some glass eyeballs. However, I’ve got enough figures to answer some specific questions about how third-party reviews tie into first-page Google Places rankings.

 

“How many different third-party sites does a top-7 business have customer reviews on, on average?”

When you’re on a given Places page, how many distinct sites are shown as having reviews for that business?  For example:

How many sites are top-7 Google Places rankings typically reviewed on?

What I wanted to know is how the number of third-party review sites corresponds to Google Places rankings.  Here’s what I found:

Top-7 Places rankings typically have reviews on 1-2 third-party sites

Here are the naked numbers for the chart (that is, how many different third-party sites each ranking has customer reviews on):

A = 1.52

B = 1.46

C = 1.29

D = 1.06

E = 1.095

F = 0.99

G = 0.955

What do these numbers tell us?

First of all, there is a correspondence between the Google Places ranking of a business and how many third-party sites it has customer reviews on.  Maybe you intuitively knew that already, but now you have some numbers.

The top-3 rankings have customer reviews on more sites than rankings #4-7 do.  The difference is even clearer between A-B and F-G: rankings A-B generally have reviews on 1-2 third-party sites, whereas the lower rankings tend to have reviews on just one third-party site.  That’s a ratio of 3:2.  Put another way, the businesses at the top of the Google Places “7-pack” typically have customer reviews on 50% more third-party sites than the businesses at the bottom of the 7-pack have.

The numbers also tell us that if your business is in the top-7 of Google Places, chances are you’ve got customer reviews on at least one third-party site—meaning a medium other than Google Places or Yelp.com (because Yelp reviews no longer show up on Google Places pages).

This helps affirm what I’ve told my clients for a long time, and what Mike Blumenthal has suggested for quite a while: that you can’t simply rely on the reviews that customers write on your Places page.  If you’re serious about getting a top-7 Google Places ranking, one good place to start is with asking  some of your customers to write you reviews on at least one third-party site (InsiderPages, SuperPages, YellowPages, CitySearch, or another).

 

“How many third-party reviews does a top-7 business have, on average?”

Here’s what I found:

Top-7 Places rankings usually have 5-8 reviews on third-party sites

And again, the plain numbers for how many third-party reviews each ranking has (on average), between all the third-party sites where customers have posted reviews:

A = 8.255

B = 8.335

C = 5.87

D = 4.71

E = 4.235

F = 5.515

G = 4.325

What does this tell us?

The top-2 rankings have significantly more reviews than rankings C-G (3-7).  Once again, we’re seeing a difference of 50-100% between the top of the “7-pack” and the rest of it.

Again, this doesn’t count Google Places reviews (which obviously aren’t “third-party”) or Yelp reviews (which Google Places no longer uses).

Most of all, we’ve got a couple more handy ballpark numbers that you can work into your customer-review strategy:

  • If you’d like to get into the Google Places top-7, you should probably try to get at least 5 customer to write reviews on at least one third-party site.
  • Or if you’re already in the local top-7 and trying to get to the very top, your strategy should include getting at least 30-100% more customer reviews on third-party sites than the other top-7 businesses have.  In terms of reviews, there’s a big gap between #1 and #7.

 

“So how should I change my reviews strategy?”

Time for a recap.  Use the following as rules-of-thumb as you move forward:

1.  Don’t just focus on Google Places reviews; ask customers to review you elsewhere, too

2.  There’s a correspondence between your ranking and how many third-party sites you’re reviews on.  You’ll probably need reviews on one such site in order to get into the top-7.  But the more different third-party sites your customers can review you on, the better

3.  There’s also a correspondence between your ranking and how many total third-party reviews you have.  Ranking in the top-2 will probably require that you get 30-100% more customer reviews than your page-one local competitors have.

4.  If you’re trying to get into the Google Places top-7, a good initial benchmark is to get at least 5 customer reviews on at least one third-party site (SuperPages, CitySearch, etc.

5.  If you want to climb higher in the Google Places 7-pack, shoot for a total of about 8 reviews on at least 2 different third-party sites

By the way, you can download my spreadsheet with all the data, in case you’d like to roll up your sleeves and handle some numbers.

Of course, I’d appreciate your weighing in—leave a comment!