NEW YORK, June 15, 2021 /PRNewswire/ -- Yext, Inc. (NYSE:
YEXT), the AI Search Company, today announced new integrations with
Zendesk, Inc. (NYSE: ZEN), as part of its continued focus on
empowering customer support teams.
Yext Support Answers, released in May, is a suite of enterprise
search solutions built on Yext's AI-powered platform for customer
support use cases. With the new integrations announced today,
businesses using Support Answers and Zendesk's popular customer
support tools can further equip their support agents and customers
to self-serve in a variety of ways:
- Help Center Search: Businesses can now implement
Yext's multi-algorithmic search experience on their Zendesk-powered
help center so that when a customer asks a question in the search
bar, they'll get an accurate answer drawn directly from the
business's Knowledge Graph, or official database of facts. By
empowering customers to resolve issues on their own through search,
businesses can reduce support ticket submissions and improve
customer satisfaction overall.
- Agent Workspace Search: Customer support agents can
also leverage Yext's AI search directly on their internal Zendesk
agent workspace. The feature suggests relevant information to an
agent the moment they receive a customer support ticket, enabling
them to resolve cases more efficiently.
- Case Deflection: Oftentimes, customers go straight
to contacting customer support when they have an issue. To
proactively deflect tickets and reduce friction in the customer
experience, businesses can now augment their traditional Zendesk
ticket form with Yext's AI search so that it suggests relevant
answers in real time, as customers are filling out the details of
their issue.
"Businesses that remove friction from the customer experience
are leveraging powerful capabilities — such as self-service — that
make searching for relevant content radically simple for both
customers and agents," said Tim
Marsden, Senior Director, Technology Partner Ecosystem at
Zendesk. "With this integration, companies can use Yext's robust
federated search capability to improve resolution time and
ultimately, deliver better customer experiences."
"Customer support and AI search go hand in hand, and are even
more tightly linked as customers ask more questions online to
resolve their issues independently," said Joe Jorczak, Head of Industry for Service and
Support at Yext, who recently joined the company from Zendesk.
"We're excited to continue our work with Zendesk, a leading company
in this space, on integrations that set the precedent for how
seamless the customer support experience can and should be
today."
These integrations are the latest developments in Yext and
Zendesk's ongoing work together, joining the Zendesk data
connectors already in Yext's App Directory — including the
Zendesk Guide App, which syncs help articles between the two
platforms to power a business's search experiences with official
information, reduce data silos, and manage data at scale.
The companies will come together again on Thursday, June 24th, for Zendesk's "A CX Moment
with Yext" webinar, where host Sarah
Reed will chat with Katie
Ludwig, Yext's VP of Platform Services & Support, about
the power of self-service and search, and how businesses can use
modern search in their support strategy to improve the customer
experience.
Learn more about Yext's Support Answers integrations with
Zendesk here, and register for Zendesk and Yext's joint webinar
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.