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COVID-19

Supporting you during COVID-19

During this unexpected time, our team is on board to continue assisting you. We are currently maintaining our standard operating hours and are available from 9:00am – 6:00pm, Monday to Friday AEST.

For enquiries, please contact us by calling our support team on: 1800 810 211

 

COVID-19 FAQ’s for Businesses

White Pages is here to help Australian businesses in this time of uncertainty. We’ve answered some of your questions below.

How can I keep customers informed of changes to my business?

It’s important to ensure your customers can easily find how to contact you and how your business has adapted during the pandemic. The ways in which you can do this vary depending on the White Pages service you have.

 

White Pages Listings

 

To update your business details or to add new information, please contact customer services on 1800 810 211 or submit any changes via our online form.

Some information you may consider updating:

  • Any changes to trading hours or how you are trading during the pandemic
  • Updating your business information, to outline any special precautions, extra services or expected delays for example.
  • Updating your phone number to a mobile number if your business is now operating remotely.

Don’t forget to update your social media channels, Google My Business and Bing accounts to reflect your changes.

Please note, we are experiencing a high volume of requests and may take up to 5 days to respond to online form requests.

 

White Pages Connect

 

White Pages Connect customers are able to login to the tool and update business information, these details will then update your online listings across the top search engines, social sites, maps and apps – including Google and Facebook. All with a single click.

We recommend updating the following information to keep your customers informed:

  • Any changes to trading during the pandemic. We recommend using the ‘special opening hours’ section of your White Pages Connect tool for this.
  • Updating your business information, to outline any changes to the services you offer, special precautions or expected delays in light of the pandemic. You can do this in the ‘long description’ section within the basic data tab.
  • Changing your phone number to a mobile number if your business is now operating remotely.
  • Review and update attributes – new attributes have been added for certain business categories to reflect changes that may have taken place such as ‘curbside pickup’, ‘no contact delivery’ and ‘dine-in’. Check what attributes are available for your business category in White Pages Connect within the rich data tab.
  • With things changing from day to day, creating posts is a great way to share regular updates with customers on your response to the pandemic and any changes to the business. Regular posts also keep your business front of mind for customers during the crisis. It is important that your posts are relevant and valuable during this unprecedented time. Through White Pages Connect, it is now possible to add COVID-19 related alert posts to your Google My Business listing. These posts will be prioritised above other posts. Please note, posts are available to White Pages Connect Elite customers only.

Click here to learn more about White Pages Connect or contact our expert team on 1800 031 668.

 

White Pages Connect Enterprise and Premium

 

Please contact your Key Account Manager or the Customer Success team who will be able to assist you with updates across your locations. Click here for more details.

How can I make adjustments to my listing or subscription?

We understand that businesses have been affected during this unprecedented time. Should you need to make changes, please contact us by calling our support team on: 1800 810 211 from 9:00am – 6:00pm, Monday to Friday (AEST).

Should I set special opening hours for my locations?

With many businesses having to alter the way they trade during this unprecedented time, we strongly recommend to use the opening hours notes and special opening hours features in White Pages Connect to inform customers if there have been any changes due to COVID-19.

Special opening hours apply for a certain period only. Please use this field to inform customers whether you have had to temporarily close, extend or reduce trading hours during the crisis. Closing a location for 7+ consecutive days will be considered as ‘temporarily closed’ on some directories.

To provide customers with further details, it’s worthwhile updating your description or adding a post. This will help provide clarity to customers on changes to the way your business operate or to simply inform customer if it’s business as usual. Click here to find out more on how to add a post.

Special opening hours can only be added to accounts that have normal opening hours completed. You should not remove or update your normal opening hours, as this can cause an error.

Login to your White Pages Connect account to get started.

How do I set special opening hours for my location or mark it as temporarily closed?

We’ve put together quick video guides to updating opening hours in White Pages Connect to help you inform your customers when your business is open during the crisis.

 

1. Navigating to special opening hours in White Pages Connect

 

 

2. Updating special opening hours in White Pages Connect or marking a business as temporarily closed due to COVID-19.

 

 

3. Updating opening hours and information in White Pages Connect

 

 

Login to your White Pages Connect account to get started.

How long does it take for my special opening hours changes to be displayed?

Some directories take up to seven days to update your listing, so it is important special opening hours are added or updated as soon as possible. Whilst you update these for pandemic affected dates, it’s worth considering the upcoming public holidays too.

Support your special opening hours with a post, as this will appear across Google* and Facebook at your specified time.

Login to your White Pages Connect account to get started.

NOTE: *Google posts related to COVID-19 are now temporarily permitted for all businesses with White Pages Connect Elite. This rule is subject to change by Google for businesses with 10+ locations.

How do I create a post in White Pages Connect?

This guide provides a step-by-step approach to posting in White Pages Connect. A new post type ‘COVID-19 ALERT’ is now also available in White Pages Connect. These alerts will display on Google My Business and will show above existing news and offer posts.

 

How to post and respond to reviews in White Pages Connect

 

Login to your White Pages Connect account to get started.

Please note: This feature is available in White Pages Connect Elite only. To learn more about White Pages Connect, click here or contact our expert team on 1800 031 668.

 

Are Google posts available for chain businesses with 10+ locations?

Google posts related to COVID-19 are now temporarily permitted for all businesses with White Pages Connect Elite. This rule is subject to change by Google for businesses with 10+ locations.

Important Note: Posts that include a phone number may be rejected.

Posts to Google must mention ‘COVID-19 update’ in the title and should inform your customers of any changes to your services, hours or temporary closures. Posts are text only and Google may reject posts that do not meet their guidelines.

Should I re-name my location as “XYZ closed until further notice” or “XYZ still open during the pandemic”?

No. Renaming your business or setting it to ‘Permanently closed’ could trigger re-verification of your business on Google, which may be detrimental to your online visibility.

Special opening hours is designed for temporary changes to trading. If your store is closed due to the crisis, this can be indicated in your special opening hours, too.

Are there any restrictions on Google My Business?

Google has made some temporary changes to Google My Business to focus on the reliability of information on Google Search and Google Maps during the crisis. As a result, there are restrictions on some of the functions of Google My Business:

  • Reviews, photos, and Q&A for businesses in a narrow set of medical categories, such as hospitals and doctors’ offices
  • For more information on the changes to Google My Business, visit the Google My Business COVID-19 Help page.

Please note, reviews, posts and Q&A are available to White Pages Connect Elite customers only.