Yext creates customer support tool

Support Answers will both help customers searching for information on a business’ website and customer support agents looking for information on internal portals while helping customers with troubleshooting.

Features on the tool include the ability to integrate Yext’s natural language processing on the help section of websites, centralised support content, search engine optimisation for help centres, in-app support and the use of Yext Knowledge Graph, a support database.

Marc Ferrentino, chief strategy officer at Yext, said: “Customers have consistently expressed their aversion to contacting customer support, but for the longest time, businesses have not had the technology powerful enough for them to resolve their issues independently.”