How does the free trial work?
Your free trial will last for 14 days. During your trial, you will have full access to your dashboard to check the status of your business listings, request reviews from your customers, monitor your keywords and manage and respond to reviews. As part of your free trial, your business is listed and optimized on up to 50 top directory sites and search engines.
When am I billed?
You will be billed once your trial period is over (on the 15th day) and then automatically renewed every 30 days.
On the Dashboard, what is the difference between sites that are “Connected” and “Listing Synced?”
A site shows “Connected” when it was manually connected via a username and password. You will need to log in to be in that particular account when you go to click Connect.
“Listing Synced” means the site was connected without the use of a username and password. Sites have different ways of allowing users to update their data.
Some sites “Need Action” (i.e. YELP and Facebook). What do you need from me for them to be synced?
Simply click on the blue “Connect” button to verify your listings! First, you will need to sign in to your business accounts for Facebook, Yelp, Google and YellowPages (if you have logins for these sites); then sign in to your NALA RDM dashboard account and click on the blue connect button by each unverified listing.
The number of Synced listings went down after I gave updated business details. What happened?
When we update your business details, the number of “currently synced” sites on your dashboard will temporarily drop while re-syncing across the sites. It takes approximately 24-48 hours for business details to update.
What if I don’t have a brick and mortar business?
Most listing sites will not accept Virtual Office Space addresses, P.O. Boxes, or mail service centers. They recommend using a home address and choosing the option to hide the address for the listing. What does “Hide My Address” mean? The listing sites require an address. When using a home address and hiding it, this allows the search engines to find your business for local searches.
How do I set up additional users in my account?
Currently, we offer one username/password to login, but we will have the ability to add additional users in the future.
How do I set up multiple locations within my account?
We can set up multiple locations for you that you will be able to access all from the one dashboard. Each location requires an additional fee. Call us at 866-767-3238 or email hello+rdm@thenala.com to learn more.
How do I add my social media accounts?
Please include your social media accounts on your sign-up form. We can add Facebook, Google and Foursquare to your listings. If you don’t add them on your form during sign-up, give us a call at 866-767-3238 or email hello+rdm@thenala.com.
What are the options for getting rid of negative feedback from the past?
The best way to establish a good reputation online is to generate enough positive reviews to discount the effectiveness of negative reviews, as well as responding to all negative or neutral comments. This is easily done with your new Dashboard. Once your accounts are connected, simply click “Respond” under the “Interactions” tab to respond directly to your customers.
How does the Review Generation feature work?
The review generation feature allows you to prompt customers to provide feedback. Customers who provide a 1, 2 or 3 star reviews are directed to fill out a form which will come directly back to you, so that you can address their concerns. If a customer includes a review with 4 or more stars, they are prompted to post on the review site you have included in your email. We recommend sending them out in a batches rather than 1 bulk email.
How do I add other review site accounts (such as Angie’s List, Foursquare, OpenTable, YP. etc)
You can add these types of custom sites into the email templates when requesting reviews.
How do I customize the email requesting reviews. I’d like to personalize it for my customers?
You can choose your own email content or use our templates provided.
How many times is the email sent to customers?
You can send up to 3 emails to your customers; the initial request and then up to 2 more follow-ups, if they do not respond. You also choose how far apart you want these emails sent.
How do I add my customer’s information to solicit reviews?
You can either upload a csv file with your customer’s information or you can add in your customers one by one. There are fields on the dashboard prompting you to add in a first and last name, email address or phone number for your customer.
Where do I see published reviews?
You can see reviews on your dashboard in the Interactions tab.
How do I respond to negative reviews?
With the review generation emails, you will receive an email back from your customer with a negative comment before that customer is prompted to post online. We suggest you respond to that email to address their concern(s). Replying to all reviews is important, especially the negative ones.
How will I know if new reviews have come in?
You will receive regular emails and reports with new reviews.
What is the Rankings tab? What is the difference between the “Local” column and the “Organic” column?
The Rankings tab is a tool for you to see where your keywords are performing online. This shows what page your business is coming up on for Google, Bing and Yahoo when using that particular keyword on the list. Organic search happens when search engines decide there’s no local intent in the search. The searcher is looking for information rather than a specific location. Local search happens when a user searches for industry + location. The search engine knows that the search has local intent.
How can I change or add to my keywords list?
To update your keywords, just log in to your dashboard and go to the keywords tab.
How can I get my business to rank for a particular service outside my area?
Ranking outside your services area is done through on page SEO, via your website. Here is a great article that explains further: https://whitespark.ca/blog/rank-in-cities-with-no-...
Why are some of my keywords not ranking and showing as “no match?”
If it shows no match, use this as a tool to regroup on your on-page SEO (website) and be sure it is optimized for Google/Yahoo/Bing and contains relevant keywords to your industry both within the source code and in the webpages text.
The rankings also depend on how people in your businesses area are searching for services. In addition to your website, create content using keywords, position yourself in your industry, interact with your audience on social media, and driving traffic to your optimized website.
For more information about keywords, check out this blog:
http://thenala.com/blog/article/why-keywords-are-critical-for-enticing-new-clientele
If I cancel my subscription, I will no longer have access to my client dashboard. How can I manage my business listings individually going forward?
You will still retain ownership of your major listings like Google, Facebook, Foursquare etc. and can go to the additional individual sites to keep them updated and active. Some site may require you to create an account with them to make updates.
What happens to my listings after the free trial?
After your free trial, you will automatically be renewed monthly. If at any point you choose to stop services, we do not hold your data hostage. Cancelling your subscription does not overwrite the updates made through your dashboard and will not force your listings to revert. Your directory listings will become subject to the normal data compilation process of each publisher, which may result in your data and content changing over time.
What does the Interactions tab do?
You can view reviews and interactions from your customers from the dashboard. You can also respond to both negative and positive reviews or comments right from your dashboard for Facebook, Yelp and Google.
Why can’t I respond to all reviews?
Please first check that the social media account is connected in your dashboard. Currently, we offer the option to respond to reviews directly from the dashboard for Google, Facebook and Yelp. If there are other sites you have reviews, please login to those sites directly to respond.
