Case Study: Lulu achieves stronger support visibility and customer satisfaction with Yext

Lulu Uses Yext To Write The Book On Digital Presence Management

Lulu Press needed a better way to help customers find accurate support information across Lulu and Lulu University, rather than relying on scattered content that was hard to surface in search. Using Yext, Lulu aimed to improve brand visibility and create a stronger customer experience with a single search experience.

Yext implemented a search-driven support solution that surfaced structured data like videos and help articles. The results included 94% of searches returning relevant structured content, an average of 11,000 support searches per month, a 45% case deflection rate, and a 7% year-over-year increase in positive CSAT responses. Lulu’s videos were found more than 71,000 times, and text-based content was found more than 350,000 times, showing the impact of Yext on support content discovery.

Lulu

Marcus Freeman

Director of Customer Experience