SearchUnify Enterprise Search
SearchUnifyReviews from AWS customer
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SearchUnify has improved Customer Experience drastically
What do you like best about the product?
SearchUnify has completely changed how our customers access our Knowledge Base - it's been incredible to have all three searches "speak" to each other.
What do you dislike about the product?
As an organization, we experienced a learning curve but now we're up and running.
What problems is the product solving and how is that benefiting you?
Prior to implementing SearchUnify, customers had to search the website, customer community and knowledge base to find the correct resource. This has increased customer experience and taken away frustration.
Expectations met so far
What do you like best about the product?
The experience with the entire team has been fantastic. From initial dealings when we were searching for a tool, contracting, implementation and now rollout. Everyone was transparent, there was no "bait and switch". Each person we've dealt with was genuine and candid in their communication. What we were told we were in for during the sales cycle is what we got from our implementation team. A well laid out plan. When we had questions or requests that perhaps fell out of the "norm", we were never told no, or promised the world. The team was honest and would investigate options and come back with well thought out responses or options.
The application itself has been very helpful in meeting our initial goals (improved search capabilities, one-stop-shop search capabilities, ease of use, LOTS of metrics for analytics). We now have insights into the path our customers take in our help center, what are the exact terms they search, what is the sequence of their search terms proving greater insight into the actual terms they use/what they do vs what we assumed they do. We are still only a couple of months from go live but we will be leveraging this information to improve our content and also work on reframing our own mindset/assumptions.
The Admin Panel is well laid out and easy to navigate. You can really go down a rabbit hole! Some of the features we are most eager about are:
- auto spell corrector/did you mean (something so simple but very helpful for end users to return relevant content)
- Synonyms - two parts here, suggested synonyms makes our lives so much easier vs having to define on our own and being able to create synonyms allows us to capture the terms our customers actually use/understand vs our standard or more technical terms
The application itself has been very helpful in meeting our initial goals (improved search capabilities, one-stop-shop search capabilities, ease of use, LOTS of metrics for analytics). We now have insights into the path our customers take in our help center, what are the exact terms they search, what is the sequence of their search terms proving greater insight into the actual terms they use/what they do vs what we assumed they do. We are still only a couple of months from go live but we will be leveraging this information to improve our content and also work on reframing our own mindset/assumptions.
The Admin Panel is well laid out and easy to navigate. You can really go down a rabbit hole! Some of the features we are most eager about are:
- auto spell corrector/did you mean (something so simple but very helpful for end users to return relevant content)
- Synonyms - two parts here, suggested synonyms makes our lives so much easier vs having to define on our own and being able to create synonyms allows us to capture the terms our customers actually use/understand vs our standard or more technical terms
What do you dislike about the product?
Perhaps we are still in the "honeymoon phase" but nothing stands out as a dislike. A few feedback or featur requests that I have yet to submit regarding some oddities noticed when switching to dark mode in the Admin Panel and ability to add commentary to actions on searches with no clicks.
What problems is the product solving and how is that benefiting you?
Improved search capabilities including synonyms, auto correct/did you mean, one-stop-shop search across all of our customer facing knowledge content. Analytics on deflection, identifying content gaps, ability to see customer path (not just the terms the search but sequence of search). We now have insights into the path our customers take in our help center, what are the exact terms they search, what is the sequence of their search terms proving greater insight into the actual terms they use/what they do vs what we assumed they do. We are still only a couple of months from go live but we will be leveraging this information to improve our content and also work on reframing our own mindset/assumptions.
Helpful Support
What do you like best about the product?
SearchUnify's support team is helpful though sometimes getting on a call resolves issues quicker. The documentation is there though sometiems I have additional questions or needs which the Support team's answer.
I've also engaged with the team's custom services and they are thorough in their implementations and willing to adjust if there is feedback.
I've also engaged with the team's custom services and they are thorough in their implementations and willing to adjust if there is feedback.
What do you dislike about the product?
When I do have questions I sometimes don't get as complete of an answer as I'd like, but I'm not an expert so I may be missing pieces of the puzzle.
What problems is the product solving and how is that benefiting you?
SearchUnify surfaces content to our customers and support team to deflect issues and resolve issues faster.
Efficient Search Solution: SearchUnify
What do you like best about the product?
fast search capabilities coupled with its ability to deliver highly relevant results.
What do you dislike about the product?
While SearchUnify offers numerous benefits, occasional occurrence of glitches could be improved
What problems is the product solving and how is that benefiting you?
We primarily use SearchUnify for streamlining our knowledge retrieval processes across various platforms within our organization.
Smart tool, Customer-centric Team
What do you like best about the product?
It is a great federated search tool, so bviously helps to bring together search results across various sources. Analytics and ease of implementation, coupled with customer-centric team is a huge benefit.
What do you dislike about the product?
I think they could be a little more bullish on pushing what's right for the customers in terms of their settings and so on.
What problems is the product solving and how is that benefiting you?
It brings search results from our various content sources together. We are also exploring using the feedback functionality to make our customer experience even better.
Robust Search Engine at Fraction Cost
What do you like best about the product?
Engineering team is superior and implementation Support is great
What do you dislike about the product?
Search Unify UI can be better, looks old school
What problems is the product solving and how is that benefiting you?
It helps our users to search for the content they need across multiple applications
SearchUnify helps me know what my customers are looking for, track trends, and measure success!
What do you like best about the product?
Adding Content Sources to create a diverse searching "database" has been great and very easy to use. The product is in our Customer Portal applications, allowing customers to search from all the varied platforms product articles and resources are hosted in. I like that additional custom APIs are not needed for a task like this. Search tuning is a powerful tool that I personally have not used enough, but working with Saurav Ganguly to help me maximize SearchUnify's value for my position and mission has been great. Saurav really understands my goals and has ideas on how to get there. I use Search Unify multiple times per use to gather metrics and find search trends that my customers are searching for. SearchUnify Academy has also been a great resource instead of going to Support or Saurav for any of my curiousities.
What do you dislike about the product?
The only thing I have found just "okay" with SearchUnify: the historical reporting issues (for example I could not report back sometimes for a full year or compare 2023 to 2024 from the reporting tool--I will have to rely on my manually recorded historical data).
What problems is the product solving and how is that benefiting you?
Increasing Customer Portal self-help conversions, reduce support cases/tickets, find gaps in documentation, identify trends on what our customers are struggling with and having success with
One of the most striking aspects of SearchUnify is its user-friendly interface
What do you like best about the product?
SearchUnify provides valuable analytics and insights to help us gain a deeper understanding of our data usage patterns. Customer support is very responsive and always takes care of issues in a very timely manner.
What do you dislike about the product?
While SearchUnify's user interface is designed to be intuitive, there may still be a learning curve for some users, particularly those who are not tech-savvy or accustomed to working with advanced search tools
What problems is the product solving and how is that benefiting you?
It provides a seamless integration and collaboration across all product search facets.
Great Product
What do you like best about the product?
1. It shows data from various sources into a single search interface, so we do not require to switch between platforms to find data.
2. We can personalize results based on our preferneces which enhances the overall UX.
2. We can personalize results based on our preferneces which enhances the overall UX.
What do you dislike about the product?
1. Customization limitation on specific business requirements.
2. Vendor depandancy on support and maintaince.
2. Vendor depandancy on support and maintaince.
What problems is the product solving and how is that benefiting you?
Scalability
Consistent, Productive Search for employees and customers
What do you like best about the product?
Easy to manage and use; a straightforward administrator platform that makes it easy to manage. From a use perspective, the features are consistent to other products and offers a range of options for each customer based on their specific need. They continuously innovate the product to remain competitive in their industry. Support for the tool has been consistent . Quick turn around, straight answers and they always come back with a suggested solution.
What do you dislike about the product?
We've been consistently happy with searchUnify.
What problems is the product solving and how is that benefiting you?
Identifying documents for support of customers from mulitple sources and in our internal intranet
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