Case Study: Samsung Increases Customer Satisfaction with Yext Help Site Search

Samsung Increases Customer Satisfaction and Streamlines the Resolution Journey with Yext Support Solutions

Samsung, one of the world’s largest electronics companies, needed to improve support for the millions of customers visiting its Help Site. As traffic surged after March 2020, Samsung’s legacy Elasticsearch-based search became unreliable and often returned irrelevant results, creating a poor self-service experience for users trying to find answers.

Yext implemented Yext Help Site Search to improve the resolution journey on Samsung’s support site. The solution helped Samsung increase customer satisfaction, boost Net Promoter Score, and drive more engagement with the Help Site, with the case study highlighting measurable gains in CSAT, NPS, and overall site engagement.

Samsung

Scott Messina

Director of Search and Design Strategy