SearchUnify Enterprise Search
SearchUnifyReviews from AWS customer
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Incomparable
What do you like best about the product?
SearchUnify provides so much insight and what impressed me the most is how in-depth the dashboard goes into.
What do you dislike about the product?
Dashboard could use more info tooltips, but the documentation is excellent.
What problems is the product solving and how is that benefiting you?
SearchUnify is providing us with details on what visitors to our site are searching for and we can follow their path to help make our content easier to discover.
SearchUnify is a great value and the functionality is exactly as advertised!
What do you like best about the product?
SearchUnify's talented and motivated team takes accountability and gets stuff done! The team ensures progress, solves problems, and takes on challenges.
What do you dislike about the product?
SearchUnify, like and federated search tool, requires knowledge of search practices and taxonomy. If you are new to that, the learning curve could be steep.
What problems is the product solving and how is that benefiting you?
We have multiple channels where customers consume information. We needed to present all options no matter where they entered - docs, cmty, or support. Now they do!
Invaluable product and customer service
What do you like best about the product?
The product is invaluable and resourceful in how we deliver content to our users and clients from other integrated applications. The customer service is great. They are very responsive, resolving issues promptly and flexible with recommendations as well as meetings. They seem to cater to and care about their clients and their specific needs. This has built a good and valuable relationship.
What do you dislike about the product?
The product could use a few more customizable features and items for enterprise clients. As grow and acquire companies, we need to be able to adapt to other platforms of publishing information.
What problems is the product solving and how is that benefiting you?
It's given us the ability to separate content resources and security options for our clients that other applications cannot do while keeping the content localized and yet connecting our solutions. Also, the data insights reporting on the workflow of how our clients use is very important.
They aim to please
What do you like best about the product?
When there were issues they were very communicative and resolved most issues in a timely manner. The customer service is excellent. When people moved on or off the support team they made sure to introduce them to us.
What do you dislike about the product?
It is not a real time search. It takes at least 15 minutes for new content to be available in the search. This makes it difficult to use in a supportive environment.
What problems is the product solving and how is that benefiting you?
The search engine that came with the software that we use for support cases was substandard. This filled the gap
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.
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