Three dials up customer experience with Yext Answers

Mobile network Three has improved online customer experience by integrating a site search tool from Yext.

In the first two weeks of implementing Yext Answers, Three saw a 42 per cent reduction in the number of customer support contacts initiated due to incorrect, irrelevant, or 'no results' responses delivered to customer queries on Three.co.uk.

Additionally, Three fielded more than 400,000 searches and drove more than 253,000 clicks within the first month of integrating Yext Answers.

“Our customers were visiting our website and weren’t able to find the answers they needed using our existing search bar,” said Graham Johnston, head of omnichannel at Three.

“That ultimately led them to exploring other customer service options such as calling our contact centre or walking in-store - this is inconvenient to customers and adds additional layers to the customer experience where we want to be able to resolve their queries as quickly as possible."

He added: “People have been even more dependent on their mobile devices during this current COVID-19 crisis, so it’s critical that our website is up-to-date with important information that is easy to access.”

In addition to Yext Answers, Three has leveraged other solutions within the Yext Search Experience Cloud, including listings, reviews and pages. In the 16 months since adopting these products, this has resulted in more than 1.3 million clicks to its online listings; up by a quarter year-on-year.

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