YEXT
“ Now , when a customer asks Samsung a complex question , the Yext algorithms powering the search experience understand the question and provide a direct answer ,” says Rayala . “ They surface dynamic content like photos , help articles , and calls-to-action — not a list of blue hyperlinks .”
Ultimately , within eleven weeks of launching with Yext , 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 .
While it may seem like building this kind of search experience — knowledge graph and associated integrations — would take months , Rayala provides a real-life example of how quickly customers can be ready to go with Yext Answers .
“ We have the technology , integrations , algorithms , and expertise necessary to deliver a world-class search experience out of the box . We ’ re able to get businesses up and running with AI search relatively quickly so they can start enjoying its perks .”
Another example she offers is Yext ’ s work in the public sector during the early phases of the pandemic .
“ Within the span of 60 days , when the world was scrambling for information , we were able to build custom information hubs to help the World Health Organization ( WHO ), the US State Department , and the states of New Jersey and Alabama deliver accurate , up-todate information about COVID-19 ,” she says .
“Many businesses in every industry continue to use an outdated technology called keyword search ”
DEEPIKA RAYALA CHIEF INFORMATION OFFICER , YEXT
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