Citysearch Customer Service Not Understanding Communications

As an Internet marketing agency we have to work with many service providers and that includes all the geo-listing (a.k.a. local business listings, local listing, business directories, interactive yellow pages) websites. Our communication with them is for our clients and in the event the information requires correction, then we have to communicate with these geo-listing websites to resolve the inaccuracies.

In this case we had to reach out to Citysearch and follow their procedure. What we learned after searching the Citysearch website (which partners with Ask.com Local) is that our client’s business and information was not listed in Citysearch. We learned in one of our communications to Citysearch customer service that we need to send them an email with the business information.

April 28th, 2010
The Citysearch website for customer service suggests sending inquiries to myaccount@Citysearch.com or cscs@Citysearch.com.

The email we sent originally to the above email addresses was:

“If a business is not listed within Citysearch, how do we go about adding a listing? We are a Internet marketing agency and have clients that we update their listings at Citysearch, but we’re not sure what happens when a listing is not already in your system. If you can point us in the right direction that would be appreciated.”

April 29th, 2010
The response we received from Citysearch with the email address CSMerchantSupport@Citysearch.com is below. At this point everything is moving along quite well and we received a response within 24 hours. No complaints…yet!

“Hello

Citysearch will be glad to add your business but we do require some information to fill your request.

Business Name:
Address:
City:
State:
Zip Code:
Cross Street (if applicable):
Phone:
Website:
Tags (services you provide):
Business Hours:

If you would like to add this information on your own you may do so and when the information is active on the site you may then ‘Claim the Business’

http://www.Citysearch.com/profile/add_business

You may claim the business, but you will need to become a Citysearch user. By going to www.Citysearch.com you may create a user account. Once you have done so you may go to the profile page for your business and click on ‘Own this Business?’ Populate the information requested. The process of claiming the business will take up to 30 days. You will receive a confirmation when the process is complete.”

May 11th, 2010
After securing the correct information and setting up a Citysearch account we submitted the following e-mail to Citysearch.

“Please add the following two listing locations to my Citysearch account xxxxxxxxxx (keeping account information anonymous purposely)

Listing 1 with all information required per April 29th response.

Listing 2 with all information required per April 29th response.

Please feel free to contact me if you have any questions.”

Same day response received from Citysearch as follows:

“You may claim the business, but you will need to become a Citysearch user. By going to www.Citysearch.com you may follow the Register link and create a user account. Once you have done so you may go to the Profile Page for your business and click on ‘Own this Business?’ Populate the information requested. The process of claiming the business will take up to 30 days. You will receive a confirmation when the process is complete.”

You can see the process is already degrading. In our initial email we had identified that a Citysearch account already exists! We, also, asked for the two listings to be “added”. Now, you would think that if someone in customer service was actually comprehending what they are reading those two points would have raised a red flag for a little research before a reactionary response. We can only assume no research was done based on the reply.

From our office, same day still and it’s not even noon EST yet we sent the following reply:

“I am a Citysearch user, I have an account with the user name xxxxxxxxxx as stated below. There is no ‘profile page’ for these two listings – please add these to your database so that I can get to the “own this business” option. Thank you”

We continue on the same day with the following reply from Citysearch Merchant Support. Please keep in mind that all of the communications on May 11th are in the same email thread. If anyone were to scroll up or down they could easily follow the dialogue with our Geo-Marketing team.

“If you would like to have your business appear on Citysearch without an advertising budget you may submit your information to us.

Business name Address Phone numbers Hours Categories for your business (examples bar, spa, dog walker etc.) Your website URL, Twitter, Facebook URL”

At this point what do you think we did? We scrolled down to the bottom of this email dialogue to our original message text copy and copy-pasted the same exact information that we started the conversation with them with! At this point it is now the end of business day on May 11th.

customer service frustration with emailThe only good news in all of this frustration was that it happened on the same day. To that end we will give Citysearch a good grade. However, the fact that the dialogue had to circle back to the beginning raises a question if English actually is the preferred language being understood at Citysearch?

If English is the language being read, written and understood at Citysearch then the competency of the customer service staff is highly questionable. In this economy when there are so many competent people looking for jobs you would think that we can hire staff that can actually comprehend an email dialogue.

While this situation is specific to Citysearch, I can attest that the problem of customer service by email occurs with all large corporations and the staff responding to emails. Email communication does make customer service more efficient and reduces the costs of phone calls. One would think that if the customer service staff of these large entities could take another 30 seconds to actually comprehend the dialogue further efficiencies could be gained.

Stay tuned as we finally get this resolved.

By | 2017-06-05T08:20:23+00:00 May 12th, 2010|Internet Marketing|1 Comment
SmartFinds Internet Marketing Logo

Contact Information

261 E. Maple Road
Birmingham, MI 48009

Phone: (866) 501-5758

SmartFinds is a web-marketing agency with over 20+ years experience in the Internet industry. As a full service, broad competency and experience agency we are able to become our client’s strategic partner managing all aspects of the digital presence, technologies and vendors.