Yext, the AI search company, has revealed how Samsung has optimized its help site for enhancing customer support.
Samsung has deployed Support Answers, Yext’s AI-powered search solution, for improving customer support in order to answer questions from customers on products.
Yext’s Support Answers assisted Samsung to make its 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 substantially improved its customer support experience.
Samsung experienced significant growth in every major customer satisfaction metric within 11 weeks of launching with Support Answers.
Achievements
# 45 percent increase in Net Promoter Score (NPS)
# 33 percent increase in Customer Satisfaction Score (CSAT)
# 15 percent increase in number of resolved issues
# 8x increase in number of completed surveys
Yext’s performance analytics has assisted Samsung to boost click-through rates (CTR) by 40 percent. Samsung increased customer engagement with its help site by 19 percent, 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.”
