Monmouthshire Building Society is working with Yext, Inc. (NYSE: YEXT), the Search Experience Cloud company, to ensure that the mutual building society is able to deliver answers to its members online while managing its listings and public facing information on one central platform.
Like many financial services providers, Monmouthshire Building Society received record demand for mortgage holidays at the start of the nationwide COVID-19 lockdown. With the Society’s branches operating on reduced hours, the call centre saw a surge in the number of incoming enquiries from members who had been affected by the pandemic.
To alleviate the pressure on Monmouthshire Building Society’s call centre and adapt to the evolving needs of its members, the Society invested in Yext Answers to quickly and easily answer members’ questions and provide accurate timely information on their website.
“Lockdown made it apparent that finding new ways to connect with our members was fundamental to not only continue business-as-usual, but also make their lives easier during a stressful period,” said Laura Harvey, Head of Marketing at Monmouthshire Building Society. “For us, the key to navigating the rise in member queries was to have the information they’re looking for readily available. Thankfully, Yext’s platform has enabled us to do just that, ensuring we can easily manage all our information, whilst easily answering many members’ questions through our website.”
With Yext’s Search Experience Cloud, Monmouthshire Building Society is also better able to manage and monitor online listings, user search experiences and, through Yext’s analytic capabilities, see exactly what is being asked, and what answers are being surfaced to help inform its content strategy – providing a better customer experience online.
Jon Buss, Managing Director, EMEA at Yext, said: “Throughout the pandemic, consumers have needed constant reassurance regarding their finances, and with consumers searching online for banking information eight times a month on average, this has placed a tremendous pressure on organisations. Our work with Monmouthshire Building Society will provide them with the ability to connect with their members in the most effective way and we look forward to helping the Society provide the right answers through intelligent site search when it matters.”