Case Study: Outreach achieves higher customer engagement and lower support costs with Yext

Outreach Drives Customer Engagement, Saves Hundreds of Thousands of Dollars with Yext

Outreach turned to Yext to create the Outreach Support Portal, a cohesive self-service knowledge management system for customer resources. The challenge was to make support content easier to find and use, while giving customers faster access to up-to-date information, training materials, FAQs, and support.

Yext implemented a centralized portal that brought webinars, videos, Outreach University modules, success stories, and FAQs into one place, with natural-language search that surfaced content in context. As a result, customers could get answers in just a few clicks, improving customer satisfaction and reducing support ticket volume; the case study also reports 0% CTR on search results and a 0% reduction in ticket volume after Yext Support launched.

Outreach

Joel Sandi

Director of Self-Service Content and Strategy