Customer Service FAQ My Salesperson mentioned a welcome email, but I…

Customer Service FAQ


My Salesperson mentioned a welcome email, but I did not receive it.
First you should check your Spam folder, as our new welcome email is an html email
and it may have been blocked by your email provider. If you still can't locate your email,
simply email a request to welcome.email@elocallisting.com and we can send you your
information.


I did not receive a welcome package in the mail. What should I do?
The US Postal Service is very particular about addresses and around 7% of all welcome
packages are returned, even though we have verified the address. The best thing to do
is to contact us at marketing@elocallisting.com requesting a new one. Include your
contact name, business name, mailing address, and full zip code and we will send you a
new package in the mail.


What if I receive the welcome email, but there is incorrect information
regarding my account?
We apologize for the order entry error. Please send an email to support@elocallisting.com
and state your business name, the incorrect information, and the corrected information.


What if I need to change information with my account?
We can handle that for you. Call or email us at support@elocallisting.com and we can
update your listing in all the places submitted. Be sure to have your customer id,
business name and changes you would like us to make. We will process your request
right away, but it can take a while for the changes to be propagated across the Search
Engines so please give it some time to take effect.


How many keywords can I have?
eLocal Listing allows for 10 key phrases per city, per business. Google® does have a
limit of 200 characters so, depending on the length of the phrases, you might be limited
to less than 10 on Google®. If you are looking to expand your business, feel free to give
us a call to discuss your options.




  Copyright © 2008. eLocal Video, Customer Connection Page, Fast Found Technology are proprietary products of eLocal Listing.
There is wrong information on my listing online.
First, make sure the listing you're looking at is the listing that eLocal Listing submitted
for you. The best way to do this would be to verify that there is an "elocalprofiles"
mention on the listing. You can also look to make sure the Products and Services
contains the keywords we submitted for you.

If it is the listing that we provided for you, we apologize for the mistake. All you have to
do is submit a request to support@elocallisting.com or by simply clicking on the Submit
a Service Request Here on the Customer Support Page of www.elocallisting.com


When will my listing be live?
It generally takes 10-14 business days to get you live on Yahoo!TM and Google®, and
about a week for your eLocal Video to be posted on YouTube®.


Will I be number one?
While we don't guarantee placement, many of our customers have found themselves in
one of the first positions. Your listing with us will take preference and we will do
everything we can to get you the highest placement possible. 85% of the time we will
get you in the Local One Box. 93% of the time we will get you on the front page.


Can I list my company in another city even though my company is not
physically located in that city?
With our premium product we require a physical address in the city. Our limit is one
customer per industry, per city and you will have to check availability. With our standard
product, we can allow multiple cities without a physical address. Please call and speak
to one of our sales representatives for current offers and availability.


Why is my business achieving rankings on some key phrases and not
others?
There are many variables that determine ranking success. It may take longer to achieve
rankings on some key phrases due to popularity and local saturation. You can be sure
that elocal Listing will be monitoring your ranking success and working hard to get your
business at the top of the world's most powerful search engines.



  Copyright © 2008. eLocal Video, Customer Connection Page, Fast Found Technology are proprietary products of eLocal Listing.
What are sponsored results?
Sponsored results are generally pay-per-click advertisements. You choose the amount
of money you're willing to pay for each click and, the more you pay, the higher you're
ranked. The unique thing about sponsored listings is that if you want to be higher in the
rankings, you simply have to pay more. This is the most expensive method, but it's also
the quickest. In addition, sponsored results can cover a larger geographic area than
local results. Would you like to be seen on a larger scale? We have a Search Engine
Management Program that can provide you with Google® and Yahoo!TM sponsored or
paid placement.


How many hits will I get?
It really varies and there is not an exact number. Rather than hits, what we try to focus
on is increased PAYING customers and not the number of hits you will receive. Hits
don't necessarily equate to increased revenue and so our model focuses on getting the
customer to call you directly. Research shows that most customers performing a local
search will see your phone number and just give you a call...only a few will click through
to your website.


Can we be bumped out?
While there is some variance and your placement will not always remain the same, we
would never intentionally bump you out to place another customer in your space. In
addition, it's our top priority to keep your account at the highest placement possible so
that we may continue to earn your business. If you have a premium listing, we only
allow one business per industry, per city to work with us. If you'd like to upgrade to a
premium account, please contact us at 1-800-285-0484 ext. 1.


Will my monthly rate ever go up?
No. While we have new products and services coming out over the next few months
that could enhance your visibility and increase your bottom line, once you have locked
in with us as a customer you will be grandfathered in and will not see a price increase
for the upgraded service. We are constantly working on new products and initiatives to
increase your visibility, so feel free to check in with us in regards to new products and
updates.




  Copyright © 2008. eLocal Video, Customer Connection Page, Fast Found Technology are proprietary products of eLocal Listing.
Can I have pictures on my Customer Connection Page?
While we can't add pictures to your current page, our sister company, eLocal Hosting
can customize a website for you and allow for changes to be made. For more
information please contact www.elocalhosting.com or call them at 1-866-585-1715.


How do I find my listing?
On the Customer Support Page there is a downloadable pdf file that explains how to
see your listing on Google® and Yahoo!TM Go to:
www.elocallisting.com/customersupport.html to view this and other valuable information.


What is a URL?
URL is an acronym for Uniform Resource Locator. Basically, a URL is the www-dot that
you type in to go to a website. i.e. www.yahoo.com or www.google.com URL, Web
Address and Domain Name effectively mean the same thing.


What are keywords?
Keywords are phrases that potential customers type into search engines. When
selecting keywords with your representative you must think like a potential customer
would think. Would they type this word? Is this something you would type in yourself?
We can let you pick your keywords, but we do recommend that you let us use our data
and research to assist you.


Can I change my keywords / key phrases?
Yes, as part of your monthly service, we update your account at no charge. We do
remind you though, that the changes will take some time to implement and that the
change won't be immediate (5-7 business days, usually for the Search Engines to reindex).
You'll also find that changing your keywords will affect your placement. It's
important that you do not attempt to make the changes yourself on the search engines,
as it can cause your account to become deactivated. You can make your changes by
contacting Customer Support.




  Copyright © 2008. eLocal Video, Customer Connection Page, Fast Found Technology are proprietary products of eLocal Listing.
How many searches will I be under?
It depends on your key phrases. You should be listed under all of the key phrases, but
you'll also be able to find your listing by your business name. In addition, you can often
use variations of your keywords to find yourself as well.


Does my business name etc. (top line of ad) have to read the same in all my
ads? Can I change it?
Yes, and it is beneficial to use a keyword that is related to the listing. For example, let's
say that you're a Real Estate Agent and your business name is BKG United, Inc. You
could recommend that we list you as BKG United Real Estate Agency on the search
engines to better define what it is that you do.


What is my coverage area?
Your coverage area will include the city your business is listed in. Sometimes you'll find
yourself listed in surrounding cities as well, but there are no assurances and it will
depend heavily on the competitiveness of your industry and the location. The local
listings will also show up by zip code as well. In all searches, a geographic indicator will
be required to find your business. If your customer happens to be logged into their
Yahoo!TM or Google® account, a geographic indicator may not be required.


Where is my invoice?
eLocal Listing automatically charges your credit card or debit checking account each
month. If you would like a receipt simply email us at support@elocallisting.com, and
include your customer id, business name, and email address, we will email you a copy
of your invoice for that month. Please remember to contact us for a receipt for the
previous year before you file your taxes.


Will I be billed each month?
You will be charged each month on the card or account you signed up with initially.
Remember, we don't have long-term contracts or commitments and we must keep you
satisfied to continue to earn your business.




  Copyright © 2008. eLocal Video, Customer Connection Page, Fast Found Technology are proprietary products of eLocal Listing.
I would like to cancel my account, how can I do this?
To cancel, go to www.elocallisting.com, link on the Customer Support Tab and then
Submit a Cancellation Request. You can also email us at support@elocallisting.com
and we will send you a confirmation email, with a cancellation number. You can also
call us at 1.800.285.0484 ext 1 and speak to a Customer Support Representative.
These are the only accepted ways of cancelling your account.


If I cancel mid-month, will I get a partial refund?
There are no partial refunds, eLocal Listing charges your account for a month's worth of
services.


Someone called me stating they were from eLocal asking me questions
about my business, billing, etc.
Time to time, we may find the need to contact you regarding a change to your account,
promotional offers, billing issues, etc. We will clearly state that we are calling from
eLocal Listing and the caller ID will show as eLocal Listing. We will NEVER ask for
billing information from you unless we have the last four digits of the credit card you
signed up with. Please be wary of any contact asking for billing information that does
not have the last four digits of your credit card number.




  Copyright © 2008. eLocal Video, Customer Connection Page, Fast Found Technology are proprietary products of eLocal Listing.