Web 2.0 Consumer Review Site Yelp Gives Small Businesses a Voice

By Jessica Davis  |  Print this article 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.

Jessica Davis covers the channel for eWeek and Channel Insider. Her technology journalism career began well before anyone heard of the World Wide Web and has included stints at Infoworld, Electronic News/EDN, and the Philadelphia Business Journal. Her work has also appeared on CNN and Forbes.com. She has covered hardware, software and networking, as well as the business side of technology. She has won several journalism awards, including a national ASBPE award for best staff-written column, and was named Marketing Computers hardest working tech journalist on their inaugural list of top tech journalists. Jessica can be reached at jessica.davis@ziffdavisenterprise.com

Submit a Comment

Loading Comments...