Web 2.0 Consumer Review Site Yelp Gives Small Businesses a VoiceBy Jessica Davis | Print
After weathering criticism from businesses for not allowing them to publicly respond to negative customer reviews posted on Yelp's site, Yelp says it will launch a Website feature that gives small business a voice.
Google, Facebook, Twitter, blogs and the rest of
Web 2.0 have all given consumers much more of a voice when they are
dissatisfied with a business' services, and more businesses have started paying
attention to their online reputations.
Now that will get a little easier as Yelp.com, a popular site hosting reviews of all kinds of businesses written by consumers, plans to launch a way for businesses to post their responses to customer reviews. It's a new feature for Yelp, which previously has only allowed comments and reviews from customers.
Yelp, on its blog, has recently been addressing the issue by posting interviews with business owners and case studies, both positive and negative, of those business owners' experiences with Yelp.
In addition to adding the new business response feature, Yelp is sending out notifications to its top reviewers to let them know about the change and to solicit feedback.
Yelp's review categories include Professional Services, IT Services and Computer Repair, and Computers, among others. In the heart of Silicon Valley, a handful of companies that have classified themselves as IT companies received reviews ranging from 4 to 5 stars.