SearchUnify Enterprise Search
SearchUnifyReviews from AWS customer
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Refreshingly easy to use
What do you like best about the product?
Very powerful tool that has been easy to dive into. The customer service team at SearchUnify makes themselves very available for ad-hoc dives into functionality. I love the Search Analytics dashboard -- the deflection numbers are straightforward and a breeze to report on. Our support analysts very much prefer the Knowbler content creation user interface.
What do you dislike about the product?
I'm sure there is functionality we haven't tapped into yet. But, everything we are ready for, the team has been able to provide.
What problems is the product solving and how is that benefiting you?
Federated search, knowledge content creation, self-service success reporting
Has potential, but difficult to manage
What do you like best about the product?
Lynette and Mohit have been very helpful.
What do you dislike about the product?
It involves a lot of components, which require time and effort to use, especially for first-time users.
What problems is the product solving and how is that benefiting you?
SearchUnify helps the company to improve our case deflection
Very responsive team
What do you like best about the product?
The implementation and customer success teams are very responsive. We are new to the tool. However, whenever we have questions or issues, the team acts es the experience
What do you dislike about the product?
Requires pretty regular tweaking and monitoring to keep improving deflection
What problems is the product solving and how is that benefiting you?
providing unified search experience so users are not having to navigate to multiple repositories
Innovative and excellent customer support.
What do you like best about the product?
What I like most about SearchUnify is how accurate and fast the search results are. It really understands the context behind queries, not just keywords, which makes it much easier for users to find exactly what they’re looking for. We haven't been able to implement the more robust search functions that SearchUnify provides yet - but our testing of them has been very successful. Overall, it's made our support and knowledge management processes much smoother.
What do you dislike about the product?
One area that could use improvement is the initial setup and configuration. I'm a fairly decent web developer and I live for well written documentation - but it can be a bit complex to configure, especially if you're integrating multiple content sources. There’s definitely a learning curve, and it takes some time to fully customize everything the way you want. That said, once it's set up, the performance and results are solid. We can't wait to take full advantage of the many features SearchUnify has.
What problems is the product solving and how is that benefiting you?
As I've mentioned earlier - we haven't implemented the Cognitive Search in its full potential yet for customers to use - but in our testing - SearchUnify is helping us solve the problem of poor content discoverability. We've always had difficulty with limiting our search to keyword based searches. The results with extra search tuning brings up the articles we think are relevant - but that doesn't necessarily mean that our customers find them useful. But in our testing, we've seen that the results are more relevant and personalized which saves a lot for both myself and (hopefully) our customers. The solution we're currently using does help with content gap analysis though. The admin dashboard provides a pretty user friendly analysis for searches with no results, searches with results but no clicks, and other categories. Our technical writers use this tool to determine gaps in our content that may better serve customers with updates and new articles.
Optimizing Search Capabilities: Evolving Features and (Mostly) Seamless Integration
What do you like best about the product?
SearchUnify stands out by offering a streamlined and intuitive user experience, making each search interaction smooth. The process of setting it up is commendable, enabling users, including those lacking extensive technical knowledge, to operate and leverage the system efficiently. Its wide array of features renders it flexible and multifaceted, aligning effectively with diverse business requirements and scenarios.
A major advantage of employing SearchUnify is the ease with which it integrates. It harmonizes seamlessly with various platforms and systems, diminishing the challenges and time typically spent on amalgamating search solutions. Such flexibility and compatibility render it a preferred choice for entities aiming to bolster their search functionalities adeptly.
Moreover, its utilization has been maximized owing to a meticulously designed user interface and array of features. Consistent refinements and enhancements ensure the platform’s uninterrupted performance and its alignment with the continuously advancing search requisites and technologies.
The domain of customer assistance is another segment where SearchUnify outperforms. The agility and proficiency of the support crew play a crucial role in addressing concerns and inquiries swiftly, assuring negligible interruptions and sustaining the workflow. The steadfast support builds a foundation of confidence and dependability among its user base.
A major advantage of employing SearchUnify is the ease with which it integrates. It harmonizes seamlessly with various platforms and systems, diminishing the challenges and time typically spent on amalgamating search solutions. Such flexibility and compatibility render it a preferred choice for entities aiming to bolster their search functionalities adeptly.
Moreover, its utilization has been maximized owing to a meticulously designed user interface and array of features. Consistent refinements and enhancements ensure the platform’s uninterrupted performance and its alignment with the continuously advancing search requisites and technologies.
The domain of customer assistance is another segment where SearchUnify outperforms. The agility and proficiency of the support crew play a crucial role in addressing concerns and inquiries swiftly, assuring negligible interruptions and sustaining the workflow. The steadfast support builds a foundation of confidence and dependability among its user base.
What do you dislike about the product?
While SearchUnify is laden with benefits, there are elements that warrant refinement. The extensive features can seem daunting to some, causing an elevated learning phase, especially for those new to sophisticated search tools. Streamlining and enhancing the intuitiveness of accessing features would uplift user engagement and ease of use. Additionally, there’s room for enrichment in areas like analytics and journey maps, which currently fall short of some competing solutions.
The integration process can sometimes vary in smoothness, contingent upon the pre-existing systems. Some units may encounter hurdles embedding SearchUnify within their unique settings, requiring supplementary endeavors and assets to realize smooth operations. A more coherent and adaptable approach to implementation across different environments could help overcome such hindrances.
The integration process can sometimes vary in smoothness, contingent upon the pre-existing systems. Some units may encounter hurdles embedding SearchUnify within their unique settings, requiring supplementary endeavors and assets to realize smooth operations. A more coherent and adaptable approach to implementation across different environments could help overcome such hindrances.
What problems is the product solving and how is that benefiting you?
Our organization primarily employs SearchUnify to integrate varied knowledge bases, creating a fluid link among disparate data reservoirs. This guarantees users a unified access point to a comprehensive information array via one search action, enhancing the speed and ease of data retrieval. Moreover, we utilize the tuning capability to hone search outcomes, making certain that user queries match precisely with their search intent. Particular pieces of content are prioritized to surface promptly, thereby enhancing the pertinence of search findings.
Knowledge Manager
What do you like best about the product?
The easiness of the tool and the way it gives us the option to evaluate report and create our own customizations. The support and CSM are amazing and always ready to help.
What do you dislike about the product?
We are a company of multiple products, so we need more customization than many organizations, sometimes it works and sometimes it doesn't. SU needs to find ways match companies nieche and create customization which is easier to get.
What problems is the product solving and how is that benefiting you?
SU is helping us in displaying right resources when needed and helping with our case deflection.
Unifying content experiences across user journeys
What do you like best about the product?
As product content grows, its fragmentation becomes an issue for customers to find answers to their product questions. A federated search experience using SearchUnify helps to consolidate data, improve user experience, increase user engagement, and optimize search relevance.
What do you dislike about the product?
Multilingual federated search experience can be inconsistent and mixed as it is dependent on how each content source is configured for multilingual support. Prefer a standard, out-of-the-box implementation for all content sources that aligns with the corporate multilingual strategy to ensure consistency and uniformity in search experience across each portal.
What problems is the product solving and how is that benefiting you?
- We can aggregate search results from multiple content resources (tech docs portal, KB articles, community discussions, blogs, videos, and more) and present them to the user in a simple search. This makes for an efficient search experience and better content findability. Research shows that when content is hard to find, users doubt its relevance and effectiveness in meeting their goals.
- With fewer clicks overall and removing the need to log into each system, users are more likely to engage with the content, rather than leaving, leading to increased click-through rates and higher user satisfaction with our content.
- Users can weigh and rank the relevance of different content assets based on their preference and make the search engine more context aware. For example, users who click the Docs filter over KB get more relevant results from Docs.
- We can easily integrate new content resources into the federated search tool enabling it to function as a centralized content hub.
- We need to manage (monitor and troubleshoot) one federated search tool, and not multiple search tools for each content resource, making it more secure and reliable.
- With fewer clicks overall and removing the need to log into each system, users are more likely to engage with the content, rather than leaving, leading to increased click-through rates and higher user satisfaction with our content.
- Users can weigh and rank the relevance of different content assets based on their preference and make the search engine more context aware. For example, users who click the Docs filter over KB get more relevant results from Docs.
- We can easily integrate new content resources into the federated search tool enabling it to function as a centralized content hub.
- We need to manage (monitor and troubleshoot) one federated search tool, and not multiple search tools for each content resource, making it more secure and reliable.
Overall good but there is a lot of scope for improvement
What do you like best about the product?
Analytics and user journey is very insightful
What do you dislike about the product?
Search relevancy must improve and the return time for the search can be reduced!
What problems is the product solving and how is that benefiting you?
SearchUnify addresses a range of challenges related to information retrieval, content management, and user support.
mostly good experience
What do you like best about the product?
Customer-friendly employees, good communication, regular check-ups with CSM
What do you dislike about the product?
There is no full substitution of all Zendesk KB related features, but hope SU will add some in the future (e.g. KB article templates + KB search from the Text field panel in ZD)
What problems is the product solving and how is that benefiting you?
We are trying to find and increase case deflection rate in order to let our customer find KB articles instead of ticket creation
Fast implementation and continued support for expanding business needs.
What do you like best about the product?
Successful implementation in 9 days! They have continued to work with us to expand our process of indexing content as the needs of our business expanded.
What do you dislike about the product?
Because of our implementation of MadCap Flare, we needed to use a workaround to connect to our content.
What problems is the product solving and how is that benefiting you?
Provides us with a federated search tool to index our content from Salesforce, Litmos, and MadCap Flare. The administrative tools that allow us to easily report on support case deflections has been much easier to use than Coveo.
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