Yext adds new Zendesk integrations to strengthen its customer support offerings

  • Help Center Search: Businesses can now implement Yext’s multi-algorithm 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 pulled directly from Yext’s Knowledge Graph. company, or official database of facts. . By enabling customers to resolve issues themselves through search, businesses can reduce support ticket submissions and improve overall customer satisfaction.
  • Agent Workspace Search: Customer support agents can also take advantage of Yext’s AI search directly on their internal Zendesk agent workspace. The feature suggests relevant information to an agent as soon as they receive a customer support ticket, allowing them to resolve cases more efficiently.
  • Case deviation: Often customers contact customer service directly when they have a problem. 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 to suggest relevant answers in real time, while customers fill in the details of their problem.

“Companies that remove friction from the customer experience are leveraging powerful features, such as self-service, that radically simplify finding relevant content for customers and agents,” said Tim Marsden, Senior Director, Technology Partner Ecosystem at Zendesk. “With this integration, businesses can leverage Yext’s powerful federated search capability to improve time to resolution and ultimately deliver a better customer experience.”

“Customer support and AI research go hand in hand and are even more closely linked as customers ask more questions online to solve their problems 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 a precedent for how seamless the customer support experience can and should be today.”

These integrations are the latest developments in the ongoing collaboration between Yext and Zendesk, joining Zendesk Data Connectors already in Yext’s App Directory, including the Zendesk Guide app, which syncs help articles between the two platforms to power an enterprise’s search experiences with authoritative information, reduce data silos, and manage data at scale.

Companies will meet again on Thursday June 24, for Zendesk”A CX moment with Yext” webinar, where the host Sarah Rose will discuss with Katie Ludwig, VP of Platform Services and Support at Yext, on the power of self-service and search, and how businesses can use modern search in their support strategy to improve customer service. ‘client experience.

Learn more about Yext Support Answers integrations with Zendesk here., and register for the joint Zendesk and Yext webinar here.

About Yext
Shortly (NYSE: YEXT) is the AI ​​research company with a mission to transform business with AI research.

With the explosion of information and data online, research 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 research technology that only searches for keywords and provides 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 when people ask questions about a business online, they get direct answers, and not links.

Brands like Verizon, Vanguard, Subway, and Marriott, and organizations like the U.S. State Department and the World Health Organization, trust Yext to radically improve their business with AI-powered research. the answers.

CONTACT: Amanda Kontor, [email protected]

SOURCEYext, Inc.

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