NEW YORK, Sept. 21, 2021 /PRNewswire/ -- Yext, Inc. (NYSE:
YEXT), the AI Search Company, today announced results from the
company's collaboration with Virtusa and Adobe to modernize the
customer experience for People's United Financial, Inc.
As consumer behavior changed as a result of the pandemic,
People's United focused on further enhancing its many digital
banking channels to ensure customers continued to receive
personalized experiences. Having recently redesigned its website
with Adobe Experience Manager, People's United turned to Virtusa's
Launchpad platform to integrate Answers, Yext's site search
solution. As a Yext Alliances Partner, Virtusa was able to
seamlessly implement and replace the bank's basic, out-of-the-box
search experience. Once completed, Yext, an Adobe Premier Partner,
worked with Adobe to improve the bank's new search functionality by
adding information about locations, FAQs, and products.
With these integrations, People's United was able to answer
customers' direct, natural language questions right on its website,
alleviating the burden on its support centers and increasing lead
generation. The launch of Yext Answers assisted in about a 50% and
as much as 70% reduction in unnecessary support call volume in the
months following its launch compared to the months before. By
integrating locations into the Yext search experience with Adobe
AEM, People's United saw an estimated 15x annualized return on
investment (ROI) on the platform — a number that rose to 35x
annualized ROI when including locations, FAQs, and products.
"One lesson learned during the peak of the pandemic was how
essential it is to have an intuitive, informative web experience,"
said James Roy, Head of Digital at
People's United Bank. "We saw a lot of inbound inquiries and asked
ourselves, 'How do we rapidly enhance our service journeys to
provide really great ongoing customer support?' Working with
Virtusa, Adobe, and Yext seemed like such a complementary approach
to this challenge, and we've already seen some pretty impressive
results — from an uptick in search volume to one-stop searches
where people actually find what they need the first time
around."
Shane Closser, Head of Industry
for Financial Services at Yext, added, "Yext, Adobe, and Virtusa's
success with People's United Bank showcases the benefits that
companies in financial services can reap just by providing
customers with a consistent, intuitive search experience. By
enabling people to easily find the information they're looking for,
especially with the rise of online and mobile banking, banks have
the ability to improve their returns — even during a pandemic."
Learn more about the collaboration between People's United Bank,
Yext, Adobe, and Virtusa.
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.
About Virtusa
Virtusa Corporation is a global provider
of digital business strategy, digital engineering, and information
technology (IT) services and solutions that help clients change,
disrupt, and unlock new value through innovation engineering.
Virtusa serves Global 2000 companies in Banking, Financial
Services, Insurance, Healthcare, Communications, Media,
Entertainment, Travel, Manufacturing, and Technology
industries.
Virtusa helps clients grow their business with innovative
products and services that create operational efficiency using
digital labor, future-proof operational and IT platforms, and
rationalization and modernization of IT applications
infrastructure. This is achieved through a unique approach blending
deep contextual expertise, empowered agile teams, and measurably
better engineering to create holistic solutions that drive business
forward at unparalleled velocity enabled by a culture of
cooperative disruption.
Virtusa is a registered trademark of Virtusa Corporation.
All other company and brand names may be trademarks or service
marks of their respective holders.
About People's United Bank
People's United Bank, N.A.
is a subsidiary of People's United Financial, Inc., a diversified,
community-focused financial services company headquartered in the
Northeast with more than $63 billion
in assets. Founded in 1842, People's United Bank offers commercial
and retail banking through a network of over 400 retail locations
in Connecticut, New York, Massachusetts, Vermont, New
Hampshire and Maine, as
well as wealth management solutions. The company also provides
specialized commercial services to customers nationwide.
CONTACT: Amanda Kontor,
pr@yext.com
View original content to download
multimedia:https://www.prnewswire.com/news-releases/peoples-united-bank-sees-15x-annualized-roi-from-site-search-integration-between-yext-virtusa-and-adobe-301381123.html
SOURCE Yext, Inc.