Case Study: Yext achieves 97% email CSAT and scalable global support with Zendesk

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

Yext is a New York–based software company that helps businesses ensure accurate information—like hours, addresses, and prices—appears across search engines and social platforms. Rapid growth and a diverse, multilingual customer base created pressure on its support operations to deliver timely, consistent service and to surface insights that drive product improvements.

Yext standardized and expanded its support with Zendesk (Support, Chat, Guide, Explore), rolled the platform out to internal teams, and realigned Client Services around new workflows and customizations (custom fields, hidden ticket forms, API and Slack integrations, and a custom app). The changes empowered 90 international agents to handle ~20,000 monthly email tickets in six languages, raised email CSAT to 97%, cut about 200 support calls per month, and improved responsiveness during peak periods like Black Friday.

Yext

Colleen Gartland

Director of Client Support