SearchUnify Enterprise Search
SearchUnifyReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
94 reviews
from
External reviews are not included in the AWS star rating for the product.
SearchUnify tool is versatile, effecient, user friendly and provide insightful reports
What do you like best about the product?
SearchUnify integrates multiple data bases, multiple content types with ease. The search results are optimized based on user preferences. The session history and detailed usage reports are insightful in determining the efficacy of the tool.
What do you dislike about the product?
With Gen AI there is a lot of potential to organize the content and flag broken links, duplicate information, level zero solutions. The tool can be enhanced further to provide a preview of the content than just the list of links as results.
What problems is the product solving and how is that benefiting you?
Search Unify's federated search is helps with providing optimal results for the search. It had improved the Reuse rate and implicit case deflection now is more than 50% , up 20% from last year. The SU reports provide us with insights of each session and has a key role in identifying content gaps.
Search Unify Is Crucial to Ticket Deflection
What do you like best about the product?
Search Unify provides better and more nuanced searching capabilities for internal and external users than what is offered by Salesforce Knowledge and Community out of the box. It gives us major insight into what clients are searching for, allows us to boost relevant and trending content, and pull insights as to how many tickets our content is deflecting from our Service team.
What do you dislike about the product?
Wish we could more easily surface in the SU interface the specific users who are visiting our external Help Community and taking various actions (submitting a case without searching or viewing an article, for example) so we could easily target enablement campaigns to them.
What problems is the product solving and how is that benefiting you?
Ticket deflection, enabling self-service, data insights related to user behavior and deflection, ROI, sourcing content from across the organization (Knowledge-Centered Service approach),
Excellent product and support. I've always receive exceptional help form the SeachUnify team.
What do you like best about the product?
I like the ability to have a Taxonomy that spans all my data sources. I like the filter capabilities, and the ability to have differently configured search bars.
What do you dislike about the product?
Article refresh time could be shorter so newly created articles are searchable and findable by other support agents. Other App options would be nice as well (Pop-out with custom sizes).
What problems is the product solving and how is that benefiting you?
Federated Search across all my content sources and search tracking for deflection
We're just getting the KCS process started, but I'm hoping this will help deflect customer support tickets and give us insight into other types of self service content we should be exposing to our customers.
We're just getting the KCS process started, but I'm hoping this will help deflect customer support tickets and give us insight into other types of self service content we should be exposing to our customers.
Recommendations to others considering the product:
You may need to do some heavy customization if you're running KCS with Zendesk
Search!!
What do you like best about the product?
Search features. The easy way it connects to our Environments via search clients and APIs
What do you dislike about the product?
Searching on the special characters and advanced search features.
What problems is the product solving and how is that benefiting you?
Enterprise Search Solution. We have had a great user experience & Analytics.
Robust and complex search engine tool; patient and helpful customer success and support teams
What do you like best about the product?
I appreciate having a dedicated Customer Success Manager (Nitesh Tamta). Even though I am in the US, he is always helpful and supportive whenever I need it. The analytics and dashboard are robust and detailed.
What do you dislike about the product?
Sometimes the product itself has issues when integrating with our search tools and Salesforce. We often have minor tech issues that can be frustrating to try to troubleshoot and solve- although this isn't just a problem with Search Unify.
What problems is the product solving and how is that benefiting you?
We are trying to track and analyze customer searches in our Customer Center. We've finally been able to visualize what words and phrases customers are looking for.
Very powerful tool for handling knowledge sprawl.
What do you like best about the product?
The support, product management, and customer success teams are all very responsive. We have seen our suggestions and requests for enhancement accepted and incorporated into the product.
What do you dislike about the product?
The administration UI is not as intuitive as it could be and there are, at times, multiple save buttons on the UI to accomplish a single action or update. Some of the client configurations seems to require contacting SearchUnify.
What problems is the product solving and how is that benefiting you?
We are solving a knowledge sprawl issue within and external to our organization. We have multiple sources for product information and have now begun to make sure they are all sourced through the SU instances we have incorporated.
Game-changer!
What do you like best about the product?
SearchUnify provides my team with valuable insights that not only prove the value of our work - but also helps us drive our content strategy forward. It's been invaluable in driving Knowledge Base adoption across my org.
We use Salesforce Communities and found the search lacking - SearchUnify's AI-powered search and powerful searching tuning tools have increased our article view count and helped us cut our ticket volume in half! Its Content Gap Analysis tools also help inform our content strategy - we always know what our clients are looking for, and where we're not hitting the mark.
The agent widget has also helped improve ramp time for new hires - it's become much easier to handle support issues with all of our powerful resources at their fingertips, at all times.
SearchUnify is also pretty easy to use - most things are "click not code."
We use Salesforce Communities and found the search lacking - SearchUnify's AI-powered search and powerful searching tuning tools have increased our article view count and helped us cut our ticket volume in half! Its Content Gap Analysis tools also help inform our content strategy - we always know what our clients are looking for, and where we're not hitting the mark.
The agent widget has also helped improve ramp time for new hires - it's become much easier to handle support issues with all of our powerful resources at their fingertips, at all times.
SearchUnify is also pretty easy to use - most things are "click not code."
What do you dislike about the product?
Some fields in Salesforce do not pull into certain reports in Analytics, which makes some processes around Content Analysis and creation a bit more manual than I'd like. What I will say is that the SearchUnify team are fantastic partners and really take product feedback to heart. I feel confident that their team will continue to drive improvements that I'd find valuable.
What problems is the product solving and how is that benefiting you?
Our biggest problem was our old search engine was borderline unusable, especially with multiple content sources - SearchUnify solves that problem.
Internally - we struggled a lot to measure the success of our content and to demonstrate, with data, the areas where we could stand to improve, and SearchUnify solves both of those problems. If you're trying to implement KCS strategies into your support org, SearchUnify will help you make your case with stakeholders, with clear case deflection metrics and actionable insights.
SearchUnify also allows our best content to shine - meeting our customers in the moment, as we're able to greatly influence search results with relative ease.
Internally - we struggled a lot to measure the success of our content and to demonstrate, with data, the areas where we could stand to improve, and SearchUnify solves both of those problems. If you're trying to implement KCS strategies into your support org, SearchUnify will help you make your case with stakeholders, with clear case deflection metrics and actionable insights.
SearchUnify also allows our best content to shine - meeting our customers in the moment, as we're able to greatly influence search results with relative ease.
SearchUnify Platform and Services Review
What do you like best about the product?
Excellent Services as the vendor is very responsive to all needs. We have formulated a very good relationship with Grazzitti, and we very much appreciate all the efforts put forth by Services and Development. We have worked closely with the vendor to enhance Search and provide a robust faceted Search on Community and Service Cloud. We have indexed very valuable content sources and are now able to search these sources from Salesforce Service Cloud, Community and In application.
What do you dislike about the product?
Version Updates Can take time to promote to production based on complexity. Overall a very positive experience,.
What problems is the product solving and how is that benefiting you?
We now have the ability to search multiple content Sources from within Salesforce from within a case, full tab search, and from our Customer Community. We have realized very good adoption and are now able to measure deflection in a much more refined manner. We are able to deflect roughly 600 cases per month that are actively being created from our Case Deflection page. The Case creation page brings back knowledge based on the Community Users Case Summary and description as well as the customer platform. We see these cases are abandoned and users are able to self-serve based on results brought to the page by Searchunify's Powerful Search Logic. We have also implemented Search in our Products and utilze SearchUnity API's to assist customers In Application.
Recommendations to others considering the product:
The Vendor is very accomodating and is very interested in resolving your business needs. If the vendor does not have a feature you desire, they will work to put the feature on their roadmap in short order..
Key to our customer success
What do you like best about the product?
Reports that are easy to tailor and understand, and the team is very responsive to requests for support.
What do you dislike about the product?
None that I can list at the moment, but I've only been a user for a relatively short time.
What problems is the product solving and how is that benefiting you?
User accessibility to our product docs. We can see the most popular pages and the search path to reach them, and can therefore shorten that path.
Excellent customer service
What do you like best about the product?
SearchUnify provides excellent customer service. They respond quickly to open cases and meet monthly to help us optimize the solution.
What do you dislike about the product?
Sometimes the solution can be buggy, but SearchUnify responds quickly with a fix
What problems is the product solving and how is that benefiting you?
Ability to track usage metrics and search content across multiple platforms
showing 71 - 80