Yext - Industry Ebook [Retail & Consumer Goods]

Here’s how Yext can help retail Industry Insider customers like you. RETAIL Reduce inbound cases and call volume. Empower consumers to self-serve by providing direct answers to questions, on and off your website, in chatbots, or in-app. Improve agent time to case resolution. Streamline workflows with universal search and centralize all knowledge resources and content for easy retrieval delivering answers aggregated across knowledge bases, websites, and more. See how our partner Yext tackles challenges in the retail industry. From big-picture problems to Increase customer and agent the specific needs of the head of customer satisfaction. support at a retail business, Yext has it covered. Transform your support experience and make customers (and agents) happier and more engaged Yext uses natural language understanding to interpret customer in the process. intent and deliver relevant, direct answers — helping users find the information they seek on company websites, internal portals, chatbots, and even third-party search engines. Keep reading to learn how Yext could help the head of customer support at a retail business motivate her team while finding the most efficient ways to keep costs down.

The Big Picture Yext helps companies provide an exceptional experience for employees and customers with Break down streamlined workflows and self-serve tools. information silos. The Challenge: Disparate information makes it difficult for agents to locate information about a product offering, Streamline store location, technical specs, job opening, or anything a customer support operations. might ask. The Challenge: Retail companies The Solution: With universal search and need to find answers to customer streamlined workflows, Yext enables questions more quickly than ever. agents to deliver answers fast and The Solution: With Yext’s search, increase operational efficiencies. agents can self-serve, meaning companies can provide a high-touch, personalized experience that drives business, increases agent efficiency, and improves customer loyalty. Quantify the impact. The Challenge: Actionable insights are critical to optimize your customer experience strategy. The Solution: Yext helps unify data Improve information sources from across the web to view findability with your customer interactions. You get an understanding of how to optimize AI search. support journeys. As a bonus, agents The Challenge: Both customers and can see their own metrics improve. agents need the tools to self-serve. The Solution: Yext enables agents to find instant answers via an internal portal. Customers are empowered with FAQ, guides, and more.

How Yext Solves The Close-up Mira’s Challenges See how a head of customer support could use Yext to reduce agent turnover Motivated teams and streamline processes. With Yext, Mira can unify content sources, so her agents can find everything in one easily search, right within their support desktop platform. They also benefit from being able to give customers answers more quickly with AI search. The agents are empowered by seeing their time- to-resolution metrics go down and working with happier customers on the end of the line. Happier Customers Mira Trung Because customers no longer need to call when they Head of Customer Support, have a basic question and can find that information Sunshine Shoes easily on Sunshine Shoe’s website, customer satisfaction Mira is focused on decreasing increases. agent turnover while reducing resolution times and increasing Consolidated Analytics CSAT. Accomplishing all of these Mira enjoys watching her team’s metrics improve with at once is a big challenge. Her Goals: Her Challenges: Yext. She is able to see customer questions that don’t • Integrate systems, processes, have answers, informing her team’s answers and use • Multiple systems and data that live them to improve her team’s content strategy. Moreover, and knowledge in different departments without • Empower agents to do their jobs centralized search she loves how she can separate analytics for the while leveraging technology to • High volumes of customer company’s internal agent search bar from the customer- alleviate the burden of mundane, inquiries facing site. repetitive tasks • Customers calling with the same • Increase customer loyalty by questions over and over again providing great experiences • Agents frustrated with the company’s information systems Learn more about Yext