NEW YORK, Oct. 14, 2021 /PRNewswire/ -- Yext, Inc.
(NYSE: YEXT), the AI Search Company, and Samsung, a global industry
leader in technology, today announced their success optimizing
Samsung's help site with Support Answers, Yext's AI-powered search
solution for customer support.
In early 2020, as people began working from home, using cell
phones, TVs, and kitchen appliances more than ever, Samsung's help
site was inundated with questions about these products. By turning
to Yext's Support Answers, Samsung was able to make its massive
content library — comprised of thousands of help articles, FAQs,
YouTube videos, and more — searchable on its help site. The ability
to field natural language questions from customers with direct
answers dramatically improved its customer support experience.
Within eleven weeks of launching with Support Answers, Samsung
experienced significant growth in every major customer satisfaction
metric, increasing its Net Promoter Score (NPS) by 45%, Customer
Satisfaction Score (CSAT) by 33%, number of resolved issues by 15%,
and number of completed surveys by 8x. Tapping into Yext's
performance analytics, Samsung was also able to boost click-through
rates (CTR) by 40%. All told, Samsung increased customer engagement
with its help site by 19%, streamlining the path to resolution and
delighting customers along the way.
"Switching over to Yext — not just for search but also for
knowledge management — has freed us from all of the baggage and
tech debt that we had built up over the years with Elasticsearch,"
said Scott Messina, Director of
Search and Design Strategy. "Before Yext, search on samsung.com was
pretty typical relative to what other companies were doing — a
magnifying glass at the top of the page. Now, when someone searches
for an answer, they get one and are then on their way. That's one
happier customer who doesn't have to deal with a phone call."
"For all companies — and especially for industry leaders like
Samsung whose products are so widely used — a reliable support
search experience that can actually deliver answers to customers'
questions is an absolute must-have," said Joe Jorczak, Yext's Head of Industry for Service
and Support. "Connecting all of a company's knowledge assets and
support resources and using it to power an AI search experience can
sound daunting, but Yext's collaboration with Samsung demonstrates
both how seamless it can be and how many benefits it can bring,
from increased customer satisfaction to reduced support costs to
faster resolution times."
Learn more about Yext's work with Samsung here.
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.