SearchUnify Enterprise Search

What do you like best about the product?

I like how SearchUnify quickly surfaces relevant content from multiple sources in one place.

What do you dislike about the product?

Sometimes the search results are not precise enough, making it harder to find the most relevant content quickly.

What problems is the product solving and how is that benefiting you?

SearchUnify provides valuable metrics that help us monitor Community Group health, identify engagement trends, and make data-informed decisions.

What do you like best about the product?

The UI/UX is clear and smooth to work with. Integrations are simple to set up, and customisations are easier with Searchunify. Searchunify has provided consolidated outputs without delays, which has brought great value to both customers and employees for the cost. The support team has been prompt, helping us work through issues and assisting with platform upgrades. SUgpt is also a very useful feature: it reads through articles and provides the answers we need, which reduces the time spent searching for them.

What do you dislike about the product?

Random unexpected issues come up when there was almost minimal to no changes made before that

What problems is the product solving and how is that benefiting you?

Searchunify has consolidated solutions from different platforms to display in places that we need rather than searching across each platform

What do you like best about the product?

Regularly scheduled weekly check-ins to investigate new scope, technical support issues, and features. Also like a direct line to associates at Grazitti through Slack communications.

What do you dislike about the product?

Sometimes unsure how connected people at SearchUnify are to our partners, for example, Vanilla Higher Logic. When updates are pushed to our Community platform, it has the potential to break the features that Grazitti has implemented there. Would be better to understand exactly how Grazitti is testing and ensuring Vanilla updates won't break features such as our search and our feedback widget.

What problems is the product solving and how is that benefiting you?

SearchUnify has helped us launch improved search functionality, data analytics on search usage, and customer feedback widgets.

What do you like best about the product?

Overall, I really like the range of features included in the SU product. We also received great support throughout our implementation, and the team at SU has been excellent to work with.

What do you dislike about the product?

I can’t think of any downsides to SearchUnify at the moment. The only feedback I’d offer is to share more product best practices during implementation. If a customer is used to doing something a certain way, but there’s a better approach within SearchUnify, it would be helpful to call that out and explain how to do it.

What problems is the product solving and how is that benefiting you?

We’re working to improve our self-service journey in Support. Our goal is to make sure customers can find the best content right up front, and that it’s easy to discover when they need it. We also want an AI agent to help guide customers, especially for level 1 types of cases. Since we have a small support team, we need as many of the straightforward, easy cases as possible to be solved through SearchUnify.

What do you like best about the product?

The team we’ve worked with has been extremely responsive and a real help in making sure we have a solid plan for implementation, testing, post-launch Hypercare, and ongoing support. The platform is very capable and integrates seamlessly with our Salesforce CRM.

What do you dislike about the product?

The Analytics platform contains a lot of information about our search, clicks, reuse, and associated rankings and levels, but it needs more capability to be tailored to each Admin user’s needs within their organization. I can download much of the data I need and do some off-platform reporting, charting, and analysis, but it would be helpful if all of that could be done directly within SearchUnify Admin. We’ve recently been given access to a more detailed chart and dashboard builder, so that should help in the near future.

What problems is the product solving and how is that benefiting you?

We previously did not have a multi-source Enterprise search platform that provided the level of knowledge access we needed, nor did we have a case deflection capability within our Support portal. SearchUnify has helped significantly in both areas by enabling our Support Agents to reuse existing knowledge, which allows them to resolve cases faster and more accurately. It has also given our customer base the opportunity to self-serve, so they don’t have to create a case for every request or question.

What do you like best about the product?

What stands out most is how it pulls content from all our different systems into a single, unified search experience. Instead of users having to search five different tools to find an answer, everything relevant surfaces in one place, which has noticeably cut down resolution times and support ticket volume.

I especially appreciated the team's support as a first-time user. They took the time to walk me through real-time updates as we went, rather than just handing over documentation and leaving me to figure it out on my own. That hands-on guidance made the learning curve a lot smoother and gave me confidence in using the tool early on.

What do you dislike about the product?

The one area I'd like to see improved is the analytics dashboard's ability to drill down into more granular detail for specific content sources. I can see overall search trends and performance at a high level, but when I want to isolate analytics for a particular source — to understand how it's performing on its own versus the aggregate — the options feel limited. It would be helpful to filter or segment the data more precisely by source so I can pinpoint exactly where content gaps or search issues are coming from, rather than having to infer it from the broader picture.

What problems is the product solving and how is that benefiting you?

Before SearchUnify, users often had to search across different tools to find a single answer, which slowed user resolution times down and led to a lot of unnecessary back-and-forth. SearchUnify solves that by unifying all of those sources into a single search experience, so relevant content surfaces in one place regardless of where it originally lives. The benefit has been very tangible: resolution times have noticeably improved, and we've seen a real drop in support ticket volume since users can now self-serve and find answers faster without needing to open a case.

What do you like best about the product?

The indexing and searchability features are strong, and it’s easy to integrate with D365. I also appreciate the support from the dedicated team. The reports on our portal usage and click activity provide more insight into how the portal is being used and into overall user behaviour.

What do you dislike about the product?

the time it takes to crawl the documents.

What problems is the product solving and how is that benefiting you?

search results to case conversion ratio helps us to improve the quality of our documents and Knowledge base

What do you like best about the product?

Unified search across fragmented systems
It pulls content from multiple repositories (knowledge bases, external sites, YouTube channels) into a single experience. In environments where information is scattered, that’s a big operational win.

What do you dislike about the product?

UI / backend admin experience could be better

What problems is the product solving and how is that benefiting you?

1. Fragmented knowledge and data silos - SearchUnify solves this by federating and unifying content across systems, so users don’t have to “tab hop” to find answers
2. Poor search relevance and keyword dependency - It uses AI, NLP, and intent understanding to interpret natural language queries and return more accurate, contextual results
3. High support volume and poor self-service - It enables strong self-service by surfacing precise answers, deflecting L1 cases, and reducing support load.

What do you like best about the product?

The Analytics portion of the search is very valuable for our organization. It helps us track if there are gaps in knowledge or if we have missing information that our users are looking for. In addition to the analytics, having a CSM to guide us through the data and give meaning to it has been valuable.

What do you dislike about the product?

Some features commonly available on other platforms, such as multi-hit highlighting are not available out of the box with SearchUnify. We explored this gap and, while it can be addressed through customization, the result is not as seamless as we would prefer. That said, we recognize that the organization prioritizes innovation in machine learning and AI over more traditional search feature development.

What problems is the product solving and how is that benefiting you?

Our content was previously fragmented across multiple systems, making it difficult to access through a single search experience. We had a mix of file types, including HTML, PDFs, and both static and dynamically generated web pages which added to the complexity.

With the support of the implementation team, we consolidated these sources and effectively index the content within one unified search system.

We also faced challenges with irrelevant results appearing in search queries on our old system. Since implementing SearchUnify's platform, users are now able to find more relevant, meaningful content based on their searches. Along with the ability to customize their experience.

What do you like best about the product?

I really love the analytics insights I’m able to get.

What do you dislike about the product?

Customization limitations in how results are ranked or displayed

What problems is the product solving and how is that benefiting you?

Insight into content gaps. Analytics show what users are searching for but not finding, guiding better content creation.