FAQs🤔

Listings

1. Which directories are supported by Jump?

We integrate with the biggest directories like Google, Yelp, Bing, Yahoo, Apple Maps, and Yellow Pages. We’ll also publish your business on smaller directories relevant to your industry and location. In general, you can expect to be published on 70+ directories. To see your listings, go to the Listing Tab in the software, and click “Directories.”

2. What should my business description include and how long should it be?

A business description should be similar to an “about us” page on your website. You will want to present information about your business that a potential customer couldn’t get from just looking at your industry and name. For example, the fact you’ve been serving the county for 25 years, only serve all-natural and organic produce, or that you’re dedicated to the details. You have to capture the interest of a consumer, so keep this section around a paragraph long.

3. How important is the Additional Information Section in the listing tab?

Adding additional information will help separate you from your competition. Information is power, so optimize your listing by filling out the additional attributes. A lot of the terms may seem redundant, but web crawlers, like the Google search engine, actually value seeing the same words frequently in a profile, especially if it correlates to the search term.

4. How many keywords should I have?

Go for 10! Keywords are related to your business. To identify good keywords, try thinking like a customer. What would they search for to find your business? For example, if you were a restaurant, you would want to list some categories like:

  • Restaurant
  • Fast Casual

But also add more detailed categories like:

  • Mexican food
  • Best Mexican Restaurant

5. How many photos should I have?

You should have as many photos as it takes to show your full brand. We really recommend at least 5-6 but you can certainly add more. Try to show photos of your logo, store, products, events, and even employees.

6. How can I create a Google Business Listing?

A Google Business Listing is one of the most important online tools for your business. Here's how to set it up.

  • Google will prompt you to choose a Google account to associate with your listing, or, if you're already signed in, will use that account. You'll want to remember which email address you use!
  • Once you're in, Google will walk you through a five-step process to set up a listing. It starts with your business name, location, industry, phone number and website, and a final step to verify your connection.
  • After you've filled out the form, Google will mail you a pin code that arrives within 5-14 business days. This comes in traditional mail, so be sure to sort through your mail every day! Once you receive the pin, return to the website above and log back in with your same email address. Google will then ask you for the pin code.
  • Once that's complete, you have a Google Business Listing! You can login with that email address at any time to see reviews, search data, and other customer actions. If you're signing up for Jump Software, please remember your email address. You'll need it to connect it to your software.

7. What is the featured message and why is it important?

The featured message is a short snippet that can help you promote special opportunities within your business. Some examples can be a sale you have going on, a call to action you want viewers to take, an event coming up or a promotion. Featured Messages help drive results. To get the best results with your featured message:

  • Use strong calls to action.
  • Update at least once a month.
  • Provide real incentives like discounts.
  • Personalize your message.

Reviews

1. Should I respond to good/bad reviews? 

Yes! Responding to reviews looks proactive and shows that you care about your business.

Good Reviews

Responding to a four or five-star review not only demonstrates your appreciation, but it gives you an opportunity to market your business. Here are some of the best practices when responding to a positive customer reviews.

  • Thank them for leaving the review. Respond personally so that they know you actually took time to write your reply rather than copying and pasting a generic response.
  • Reference certain things they said in their review.
  • Use keywords like your business name, city, and business type in your response. These can help boost SEO.
  • Market your business by suggesting other products or services you offer. You can also let them know of promotions and events that are coming up.
  • Be sure to invite them back again.

Negative Reviews

Negative reviews can be a little more difficult to handle. Sometimes customers lie or are completely out of line. Sometimes it is the business’s fault. Either way, it’s worth responding to every negative review. The best case scenario is to convince the customer to revise their review. These are the best practices in responding to negative reviews.

  • Apologize! Even if you’re not sure if it was your fault, apologize to the customer and demonstrate you understand them.
  • Invite them to speak with you privately. There is no reason to have a whole conversation on a posted review. Give them a number they can call to discuss their concerns. This is a professional way for you to apologize, clarify, and take action.
  • Keep it short. Your response shouldn’t be more than a few sentences.

Anything in between

What about 3-star reviews? Chances are there was just something small that kept them from giving you a positive review. Use the best practices from both the positive and negative sections to respond. Thank them for their business. If you feel a phone call with the customer would help resolve the issue, give them a contact number.

2. Can I remove bad reviews?

Unfortunately, it’s usually not possible to remove bad reviews. We recommend responding to those negative reviews from your Jump account. Try to empathize and understand your customer. Invite them to speak with you over the phone or email to help settle any issues. If customers see that you’re proactive on responding to reviews, it shows you care about your business reputation. They’ll be more inclined to believe your intentions and trust your business. If bad reviews plague your listings, start gathering new, positive reviews to counteract the negativity. Most customers only consider the most recent reviews as an accurate portrayal of your business.

For tips on responding to reviews and getting new ones, check out this blog post.

3. How do I send out a review invitation?

To send out a review invitation, go to your Reviews Tab and click “create review invitations.” From there, you'll be guided through a series of 4 steps where you can choose:

  • The delivery method
  • The platform where you wish to invite them to leave their review
  • The customer’s contact info to use (email or phone number)
  • Content of the invitation message

Once you complete your invite, scroll down to the bottom of the page and click “Send Review Invitation”

Social

1. What is the difference between views, consumptions, and impressions?

Views are people actually clicking on your profile, whereas consumptions are users that read and clicked on one of your posts. Impressions are people who see your post in their feed/timeline.

2. How do I create a Facebook Business Page?

Facebook isn't just for personal accounts. Millions of business run a Facebook page that acts as a directory and promotional page for their company. We link our software to your Facebook Page to give you management alongside other online presence tools. 

To create a Facebook business page, you need a personal Facebook account. You can set this up by going to https://www.facebook.com and following the prompts on the screen. If you already have a Facebook account, login, and look to the top right of your account.

You'll see a link in the header that says, "Create" and underneath that, another link that says, "Page". Click on that. This brings up a screen with 2 different options. It's most likely that you'll choose "Business or Brand," but if another option better describes your company, choose accordingly.

After clicking on "Business or Brand," you'll be prompted to enter some basic information about your business such as name, category, location, and phone number. Don't worry, you can customize more later.

After entering that information, you'll be taken to your page. It looks pretty empty right now, but you can change all of it, just like you would a personal page. We recommend adding your logo in the profile picture area and a picture of your product, team, or location in the cover photo location. Facebook will then walk you through optimizing your page.

Insights

1. How do I create a Google Analytics Account?

To set up a Google Analytics account for your website, follow the instructions found here.

Essentially, you’ll need to attach your website to the analytics software. It will require copying and pasting a snippet of code from Google Analytics to your website. Your web developer can help if needed.

2. How do I connect my website analytics to Jump?

Website analytics requires a Google Analytics account. If you don’t have a Google Analytics account for your website, click here to learn how to get one. If you already have an account, integrating is easy. Go to the Integrations tab of the Jump account and click the “Google Analytics” box.

You'll then be asked to login to the Google Account associated with your analytics.  After doing so, you’ll be directed back to the Jump account where you can view those website analytics in your Insights tab, under “Website Analytics.”

Account Manager/General

1. How Do I View My Payment History?

In your Account Manager, select Billing. From here, you will be able to see the email on file that your invoice receipt is being sent to, the date the invoice is charged, the amount, and the status of your payments.

2. How do I add a role?

To add a user, you must first add the role you wish your users to have. To do so, click the Roles tab in your Account Manager, then click “add a role.” Name your role and select the "Permissions" you wish to associate with the role. Say for example, I wanted my social media manager to be able to get into the Jump Platform, but I didn’t want them to change my Listing section. I would add a role for “Social Media Manager” and be sure to select only the Social tab in the features that are listed. Then I’d assign that role to the user I created for my Social Media Manager.

3. How do I add a user?

To add a user, you must first add the role you wish your users to have. Once you add your role, click your Users tab in the Account Manager, then select "add a user". Fill in the necessary user information, choose the role you wish that user to have, and select save. 

To add a role, see the question #2 above.

4. How do I add a role and restrict access levels?

To add a user, you must first add the role you wish your users to have. To do so, click the Roles tab in your Account Manager, then click "add a role." Name your role and select the features you wish to allow. Say for example, I wanted my social media marketer to be able to get into the Jump platform, but I didn’t want them to change or access my Listings or Reviews. I would add a role for “Social Media Manager” and be sure to select only the Social tab in the features that are listed. Then I’d assign that role to the user I created for my Social Media Manager.

5. How do I update my billing/card information?

To update card information, you will go into your Billing section in your Account Manager, next to Roles, and edit the card on file. You can also call customer support at 1-800-805-9840.  

6. What should my focus be?

If you’re feeling a little overwhelmed, let us simplify your Jump account priorities. Getting your Listing tab filled out first is ideal. At least add categories, hours, a description, 6 photos, and 10 keywords. Any additional information is great!

From there, connect your Facebook business page and Google Business Listing, so you can begin to send reviews and create new posts. Connecting to additional platforms is always encouraged. Finally, start sending review invitations to your customers. We are confident you are a 5-star company and because of that you definitely have at least 10 happy customers to send review invites to. Start with a minimum of 10 customers to ask for reviews.

Once you have your foundation, you can adjust accordingly. Then schedule a few social media posts to expand your online reach to social media platforms. Within the first 30 days, if you can complete these things, you are in great shape and well on your way to building your presence!

7. Why am I not seeing results or getting phone calls?

You cannot be passive with your Jump account and expect results. This is your business, so invest time and energy into utilizing the tools available to you. Your biggest tool, in converting your visibility to calls and sales, is reviews. So set your focus on reviews to build the physical results of your efforts online.

Other

1. What does teen spirit actually smell like?

Would it surprise you if we told you it smells a lot like deodorant? Kurt Cobain's girlfriend at the time, Tobi Vail, wore a popular deodorant called "Teen Spirit". One night, Kurt was drinking at his house with his girlfriend and her friend. When Kurt left the room, Vail's friend wrote “Kurt Smells Like Teen Spirit” on the wall to tease him about his girlfriend. He took it as a metaphor for his chaotic, anarchist ideology and wrote the song, Smells Like Teen Spirit.

2. How did Vanilla Ice become so original?

According to the frozen confectionary, Vanilla Ice, originality is best achieved by copying David Bowie.

3. Does bronchitis really leave you without time for other things in life?

According to this lady, evidently not.

4. How many "Now That's What I Call Music's" are there?

It certainly seems like we are now in the thousands, but according to Now That's What I Call Music's website, they just released #70. However, by the time you read this answer, it very well could have changed.

5. Why does this section exist on your FAQs?

In a world where the bottom portion of webpages are viewed less than the top portion, we feel it necessary to reward your scrolling tenacity with a little light-hearted humor.

As a small business owner, I need all the support I can get to compete with the big dogs. Jump has given that support.  I am a fan of simplicity and their product is simple! I love it!

Jason Mackay, CEO @ Hidden Valley Eye Care

Watch the demo.

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.