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New Yelp feature: Request a call

Yelp has added a new "Request a Call" feature to help service companies communicate more easily with potential customers. Users can select the prefer

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Yelp has added a new “Request a Call” feature to help service companies communicate more easily with potential customers. Users can select the preferred connection time. After that, it is up to the companies to either confirm or request a different time.

How does a call request work? People who get to the Yelp business page can click the Request a connection button. They then have to select the service they want from you, then enter their phone number and preferred contact time. This time can be very specific or a larger time window.

When someone requests a call from your business, you will receive a message in your Yelp for Business inbox, asking them to contact the potential customer in the requested time window. Companies then have three options to respond:

  • Confirm the call time. You will be asked to specify the date and time when you will contact the customer (for example, “I will call you on Friday at 1:30 PM”)
  • Rescheduling / unavailable. You can suggest different contact time for customer.
  • You need more information. You can ask the customer for any additional information you need before confirming the call.

Companies will not be able to contact the user on their actual phone number. This is because, for the sake of privacy, Yelp creates a disguised temporary phone number. There is also an authentication PIN (personal identification number).

available now. A call request is now available for Yelp Trade Pages that have chosen to receive leads via a quote request. iOS and Android support will come later.

On request for a quote. Yelp pointed out that the reasoning behind this feature is in part due to the success of the Request For Quote feature, which launched in 2016, was updated in 2020 and gained widespread adoption last year, according to Yelp. Two notable stats:

  • In the first quarter of 2022, requests for quotations were 30% above 2019 levels.
  • There was a 10% increase in total projects started on Yelp.

Why do we care. It can be difficult for people to reach local service companies. Missed phone calls lost leads. We hope that the new connection request will help local service providers to communicate more easily with consumers and convert qualified leads into customers.

On the customer side, I’ve tried the never-ending phone card game, most recently trying to contact the gardeners and plumbers in my area. It’s annoying leaving messages and waiting, hoping you won’t miss that call if or when they finally call.

New search filters. Yelp has also offered job-specific filters for over 80 categories (eg, landscapers, pest control, massages, auto repair, real estate agents, salons, and junk removal). So when users search for a plumber, for example, they can choose from unique filters for specific types of jobs or repairs (for example, fixtures, sewers, and taps).

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About the author

Danny Goodwin is Senior Editor at Search Engine Land. In addition to daily writing on SEO, PPC, and more about Search Engine Land, Goodwin also operates a roster of Search Engine Land experts in search. It also helps with programming for our SMX Conference Series – Search Marketing Expo. Prior to joining Search Engine Land, Goodwin served as Executive Editor at Search Engine Journal, where he led editorial initiatives for the brand. He was also an editor at Search Engine Watch. He has spoken at many major research conferences and virtual events, and his expertise is drawn from a wide range of publications and podcasts.


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