Outreach Drives Customer Engagement, Saves Hundreds of Thousands of Dollars with Yext

*Cases Avoided includes both observed abandoned after starting as well as presumed resolved during help site search journey.

*Outreach data, Feb-Nov 2022 vs. Feb-Nov 2021

Closing sales deals is the lifeblood of many companies. But the way those deals are closed is nearly as important as the wins themselves. That's where Outreach comes in. Outreach's Sales Execution Platform is the only true end-to-end solution that allows sales teams to reliably create sales pipelines, close deals, and forecast business at scale. It provides accurate, easy-to-find information and guidance throughout the sales process.

While the platform was powerful, the Outreach team knew that they could make it more intuitive for their customers to reduce confusion and support ticket volume – and this was something that Joel Sandi, Director of Self-service Content and Strategy, aspired to change.

"We had disparate pieces of content in different locations," Sandi explained. "Content was siloed, our support website was on its own, and it was just tough for our customers to figure out where to go for information. When customers couldn't find what they needed, they would often submit support tickets, and it took time for our team to respond. It wasn't ideal for either party."

Outreach turned to Yext to build the Outreach Support Portal, an intuitive, reliable, and cohesive self-service knowledge management system with a variety of customer resources. The portal consolidated access to webinars and videos, Outreach University training modules, customer success stories, FAQs, and more into a single location.

Now, customers can quickly and easily access up-to-date content, connect with customer support, and get the answers they need with just a few clicks — improving customer satisfaction and reducing support ticket volume. Additionally, since the Yext platform understands natural language questions, content is delivered in the proper context. For example, if a customer asks about a product, they might be directed to a product overview, videos about the product, and other relevant information — instead of just a list of links that contain one of the keywords used.

"Yext made a strong case for bringing all of our content together from the first conversation, making it easy to access, and delivering it in a way that made sense," Sandi said. "They've certainly delivered on that promise."

Since working with Yext, Outreach has been able to improve its relationships with its customers and decrease costs associated with support ticket requests. "Consolidating all of our content to deliver customized and relevant information has allowed us to consistently achieve over 15 percent ticket deflection, resulting in hundreds of thousands of dollars in savings," Sandi explains.

Ticket deflection is the process of redirecting customer care tickets to other channels, resulting in a faster response and less strain on customer service teams. With Yext, Outreach successfully deflects tickets by providing customers with accurate information derived from support searches, case form searches, and more.

Yext has also helped Outreach better understand its customers' support needs. Whenever a customer interacts with the Support Portal, the Yext platform provides Sandi and his team with information about that transaction. "It allows us to build analytics and reports to help us create and deliver more customized content based on real customer experiences," Sandi said.

One of the things that Sandi values most is that Yext isn't just a vendor, but a strategic partner. "I feel confident that we can achieve our goals with Yext because they truly understand our vision and objectives," he said. "In fact, I routinely engage and strategize with many different teams at Yext, including their account team, product management, and so on. I leave every interaction even more certain that they're listening and incorporating my feedback. It's been one of the smoothest and most satisfying experiences I've ever had working with a vendor."

As for the future, Outreach will continue to build out its Support Portal into a hub for engagement and knowledge sharing. Sandi's goal is to simplify processes to be as intuitive as possible, all while delivering content intelligently through AI. Yext will play a big role in this process, creating a personalized and constructive digital experience. "It's very clear that there is something almost magical happening on Yext's digital experience platform in the models that Yext is building out with all of our information, and being able to so reliably deliver content and answers."

Since launching in February 2022, Outreach has experienced a 44% lift in CTR on search results, with 98% of searches receiving structured data in response. Additionally, in the first 12 months, the Outreach team was able to provide solutions to an additional 2,000+ customer questions that would have otherwise become technical support cases and has seen a 31% reduction in ticket volume after Yext Support launched.

All of this streamlining has aided Outreach in building better relationships with its customers. "Our platform helps organizations build engagement with customers, and we wanted to do the same for our company," Sandi said. "We've been able to do that through Yext, which has provided the best combination of technology and business partnership that I have ever experienced."

*per 1k users to correct for the rapid growth in Outreach's own client base

*Outreach data, Feb-Nov 2022 vs. Feb-Nov 2021