Yext Search: Helping brands help their customers find answers

Next-Gen Site Search, Powered by Natural Language Processing

Company: Yext
Role: Strategic Direction, Concept Development, Design Leadership
Timeline: Announced in October 2018 under “Yext Think” | Launched in 2020

Since 2014, with major search engines’ gradual move toward providing direct answers to search prompts, people’s browsing behaviors shifted. When they needed answers, they went to Google and searched — likely using combinations of keywords, natural language, and often times with spelling errors. And Google gave them quick, relevant answers, rather than top 10 blue links, and now they have evolved to show more elaborate, AI overviews.

With this, consumer expectation also shifted when visiting brand websites, but much was left to be desired. More often than not, site search gave what used to be the standard search experience in the 2000s — returning blue links instead of answers. Links make users have to stop, read, and think. Frustrated visitors then exit out and return to Google to find the page they’re looking for. Once they return to Google, they’re prone to exposure to competitors’ content.

In comes Yext Search, to help brands help their customers find answers, fully controlled and without distraction, resulting in engagement and conversion.

Yext Search is a highly customizable Search Engine that can power a brand’s store locator, menu search, people finder, and more — with direct answers from Yext Brain, a Knowledge Graph for brands.

With Yext Search, Samsung saw a 45% increase in their Net Promoter Score from customers, TowneBank saved $302,000 in call deflections per year, and First Financial Bank observed a 225% increase in site search volume. By giving customers answers they’re looking for, brands experience higher engagement and happier customers — ultimately strengthening their trust with customers and increasing brand value.

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