NEW YORK, May 24, 2021 /PRNewswire/ -- Yext, Inc.
(NYSE: YEXT), the AI Search Company, today launched Support
Answers, a suite of enterprise search solutions built for customer
support teams.
The launch comes as people increasingly look online to find
solutions independently, yet are unable to successfully resolve
their issues. According to Gartner, 70% of a business's customers
use self-service tools, but only 9% can fully resolve their issues
through these more automated channels.* As a result, many
ultimately end up turning to live support options, driving up costs
for the business and increasing the time to resolution for already
frustrated customers.
Yext's modern, AI-powered solutions — now tailored for a range
of support use cases — understand the meaning behind customer
questions and deliver direct answers drawing from a business's
FAQs, product manuals, help articles, and more. By providing a
comprehensive self-service solution, Yext streamlines the
resolution journey not just for customers who search for
information on a business's website, but also for customer support
agents who look for information in their internal portals while
guiding customers through troubleshooting.
Yext's Support Answers includes the following solutions:
- Help Site Search: Businesses can now implement Yext's
advanced natural language processing (NLP) on their help site so
that when customers ask a support question in the search bar, they
can get instant answers drawn directly from the business's FAQs,
guides, tutorials, videos, ebooks, product manuals, and more —
without ever having to contact customer support. Multiple
algorithms, including Extractive Question Answering (QA) and
Semantic Text Search, enable the search experience to surface the
best result instead of a list of hyperlinks. Consumers can
currently see the solution in action on the help sites of Yext and
Three UK, among others.
- Case Form Deflection: Businesses can proactively
deflect customer support ticket submissions and provide another
opportunity for customers to self-serve with case form deflection,
which suggests relevant answers to customers as they are filling
out the details of their issue.
- Agent Desktop Search: To reduce information silos and
hold times for customers, businesses can centralize all
support-related content in each agent's internal portal. When
agents have access to accurate, up-to-date information in one
convenient location while working with a customer, they can
troubleshoot more efficiently and drive faster case
resolution.
- SEO for Help Center: If customers ask support
questions on a third-party search engine like Google, businesses
can still answer those questions via search-optimized landing pages
and synced FAQs that improve ranking on the results page and
increase the chances of appearing as a featured snippet.
- In-App Support: With just a few lines of code,
businesses can implement a digital concierge on their web, mobile,
and desktop apps that expands into a dynamic, chat-like search
experience. By providing customers with an intuitive way to get
answers to their questions directly within an app, businesses can
reduce unnecessary costs for their support team.
- Knowledge Base: Yext's knowledge base solution hinges on
the Yext Knowledge Graph, a central, brain-like database for
businesses to store, view, edit, and approve all of their
support-related information (and the relationships among that
data). This solution allows teams to create their own self-service
repository of information — complete with FAQs, support articles,
product manuals, and more — that can be surfaced through a
world-class search experience.
Businesses like Krispy Kreme, BBVA USA, Three UK, and Advantage Dental have
already been experiencing significant success with Yext's support
solutions. Just two weeks into Three's use of Answers, the UK's
leading mobile service provider saw a 42% reduction in customers
who clicked "contact us" after using its site's search feature,
indicating that more customers were now able to find answers to
their questions directly in the search results.
"Customers have consistently expressed their aversion to
contacting customer support, but for the longest time, businesses
have not had the technology powerful enough for them to resolve
their issues independently," said Marc
Ferrentino, Chief Strategy Officer at Yext. "Today, that
changes with the launch of Support Answers, which leverages our
platform's multiple search algorithms to interpret people's intent
and deliver contextually relevant, direct answers in a way that
meets consumers' needs and expectations, and saves a business time
and money."
Click here to learn more about Yext Support Answers, available
starting today.
*Gartner
About Yext
Yext (NYSE: YEXT) is the AI Search
Company and is on a mission to transform the enterprise with AI
search.
With the explosion of information and data online, search has
never been more important. However, while the world of consumer
search has innovated over time, enterprise search has not. In fact,
the majority of enterprise search is powered by outdated keyword
search technology that only scans for keywords and delivers a list
of hyperlinks rather than actually answering questions.
Yext, the AI Search Company, offers a modern, AI-powered Answers
Platform that understands natural language so that when people ask
questions about a business online they get direct answers – not
links.
Brands like Verizon, Vanguard, Subway and Marriott — as well as
organizations like the U.S. State Department and World Health
Organization — trust Yext to radically improve their business with
answers-led AI search.
CONTACT: Amanda Kontor,
pr@yext.com
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SOURCE Yext, Inc.