Case Study: Yext achieves 97% CSAT and scales support with Zendesk Messaging

Through rapid growth, Yext’s customer support evolves to meet and anticipate its clients’ needs

Yext, the platform for Brand Verified Answers in search, needed to scale customer support as it rapidly grew while keeping information accurate and client experiences strong. To manage rising demand across multiple channels and teams, Yext used Zendesk Messaging and the broader Zendesk suite, including Support, Guide, Chat, and Explore.

Zendesk Messaging helped Yext streamline ticket handling with custom fields, better routing, hidden forms, and integrations with Slack, the Zendesk API, and a custom app. As a result, Yext’s team now handles about 20,000 tickets per month, maintains 97% CSAT, and reduces phone volume by roughly 200 calls per month, while supporting six languages and global operations.

Yext

Temy Mancusi-Ungaro

Senior Vice President of Client Delivery