AI search company Yext has announced a partnership with technology giant Samsung to provide its search solution to Samsung’s help site.
Yext’s enterprise search platform allows people to ask questions of businesses in natural language and includes a feature for customer support use cases known as Support Answers. Its customers include the likes of Verizon, Vanguard, Subway, Marriott, the U.S. State Department and the World Health Organisation.
The partnership between yext and Samsung was in part a response to increased traffic caused by the COVID-19 pandemic, with consumers asking questions about Samsung products. Yext’s solution allowed Samsung’s existing content library of help articles, FAQs and videos to be searchable on its help site via natural language questions.
“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,” said Scott Messina, Director of Search and Design Strategy, Samsung Electronics America.
The companies said that Samsung increased its Net Promoter Score by 45% and Customer Satisfaction Score by 33% as a result.
“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.”
The company recently announced the results of a new survey into American consumers’ preferences and behaviours around online customer support, with 85% of those surveyed saying that being able to find information and resolve a problem themselves was either fairly or very important.
“Our research validated what we’ve been observing first-hand as we innovate solutions for customer support teams: a major disconnect between consumers’ preferences and behaviour,” said Joe Jorczak, at the time.
