"We're finding that the answer rate from these traditional site search solutions is nearly nil. Ten percent is conservative, but it's likely closer to zero percent," Jorczak added. A blue link is just not the same as getting structured information back, or getting your questions answered directly by AI. And because old site search solutions are built on algorithms from the 90's, the blue links often aren't even relevant to the question asked.
This means that, if you're using an outdated site search solution, you could have customers make it all the way through searching on your site — just to turn 90% of them back to a higher cost channel like a call center. For those keeping score in our example, of the "one million" problem, that's 400k tickets from non-digital solutions like call centers, 115k tickets from failed site navigation and now 315k tickets from failed site search. That 830k tickets out of one million problems, or an 83% ticket creation rate, and a 17% case deflection rate. It's going to be costly to answer all those tickets, and even if you can squeeze a few percentage points out at each step along the way, it's going to take something much stronger to get that case deflection rate to a better place.
This is where we believe we've found a better way with Yext's Support Search Solution, which operates with the Yext Search site search product at its core. Site search done right can tackle customer support questions, with Yext Search sporting a 94% rate of answering questions with detailed structured data. To do the math, that leads to nearly 330k of the 350k people who turn to site search getting their issue resolved without raising a ticket.
What's more, with a modern, AI-powered site search solution, brands can get detailed insights into the remaining 6% of questions that didn't get answered — allowing them to quickly spin up an FAQ or add another type of entity to answer those questions. Finally, a solution like Support Search doesn't just deliver more answers to customers in need: it provides a more efficient way for agents to find information across an organization — and resolve issues more quickly themselves.
In the end, even without improving beyond that 94% answer rate on site search, this means that *440k of 1 Million, or 44% of all tickets are deflected with a modern, AI-powered search solution — which is not only more cost-effective but customer friendly. Take it from Samsung, for example, who increased their customer satisfaction (CSAT) by 33% and their net promoter scores (NPS) by 44% with Yext Support Search.
The final score? Truly modern, AI-powered site search in our example can help deflect an estimated 27% more tickets than the site search solutions of the past — saving businesses money and saving customers heartache.