09/07/2021 | Press release | Archived content
Yext, Inc. (NYSE: YEXT), the AI Search Company, today announced results from a new, original survey about American consumers' preferences and behaviors when resolving customer support issues online.
The company, which recently expanded its AI search platform to customer support use cases with Support Answers, surveyed 1,500+ consumers in the US and uncovered new insights about their willingness to self-serve, preferred support channels, and more:
Consumers prefer to self-serve, versus directly contacting a company.
Consumers want to trust information coming directly from a brand.
Consumers want smarter, more intuitive help site search from brands.
Investing in help site search can be the difference between losing customers and building brand loyalty.
'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 behavior,' said Joe Jorczak, Head of Industry for Service and Support at Yext. 'Consumers want to find answers to their questions independently, but their preferred method of self-serve has let them down too many times, simply because most businesses aren't equipped with technology that's powerful enough. What businesses can take away from our findings is that empowering customers to self-serve can significantly improve bottom lines, brand loyalty, and customer retention.'
Explore Yext's AI-powered customer support solution, Support Answers, here.