SearchUnify Enterprise Search
SearchUnifyReviews from AWS customer
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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
Drive your Self Service Program with Data Insights
What do you like best about the product?
Ease of integration
Quality of data analytics and insights
Opportunities (content gap)
Ease of Use
Quality of data analytics and insights
Opportunities (content gap)
Ease of Use
What do you dislike about the product?
I cannot think of any dislikes at this time.
What problems is the product solving and how is that benefiting you?
Evolving our Self Service program. Benefits:
- ROI on investment
- Clear measurable case deflection
- ROI on investment
- Clear measurable case deflection
One Search to Rule Them All
What do you like best about the product?
SearchUnify has many of out of the box of the box connectors that makes adding new content sources a breeze.
What do you dislike about the product?
Search Analytics could use some improvement to provide valuable insights on how it is being used.
What problems is the product solving and how is that benefiting you?
Our organization has lots of different content types such as documentation, knowledgebase, community and more spread out across different platforms. This makes it challenging for customers and users to find information across different sources. SearchUnify indexes all of our content and provides federated search interfaces (search clients) that enable a better user experience when searching for content.
Additionally, we have used a similar approach for our tens of internal content sources - from Confluene to Zendesk, to enable our internal users to be more efficient in locating content.
The benefits are two-fold. Our support and field teams are now equipped with a tool that lets them find the information they need to support customers in a timely manner. Customers are also enabled to find the information they need, thereby reducing the need for contacting customer support.
Additionally, we have used a similar approach for our tens of internal content sources - from Confluene to Zendesk, to enable our internal users to be more efficient in locating content.
The benefits are two-fold. Our support and field teams are now equipped with a tool that lets them find the information they need to support customers in a timely manner. Customers are also enabled to find the information they need, thereby reducing the need for contacting customer support.
Recommendations to others considering the product:
If you have lots of content spread out accross different sources and looking for a way to simplify and improve the search experience of users, then I recommend that you take a serious look at SearchUnify.
SearchUnify Team Responsive and Flexible
What do you like best about the product?
All of the engineers, support team, and account team are extremely responsive and flexible with scheduling meetings at a convenient time for us. During a huge migration project, the team has gone beyond expectations to accommodate our shifting timeline and requirements.
What do you dislike about the product?
At this time, there is nothing I dislike.
What problems is the product solving and how is that benefiting you?
Federated search for our customers and internal support teams, data analysis regarding our knowledge base effectiveness, and potential content gaps.
A robust platform that keeps on getting better
What do you like best about the product?
The product is extremely powerful and the analytics are well-thought-out. The team at SU hasn't missed a thing when it comes to feature enhancements and overall reporting needs for an enterprise search product. Also, platform pricing is really strong.
What do you dislike about the product?
Two things... First, the algorithm doesn't seem to prioritize content very well and needs a little bit more handholding than we anticipated. Thankfully it's easy to train the system though. Second, there are a limited number of seats you have for the admin panel, all dependent on the level you subscribe to.
What problems is the product solving and how is that benefiting you?
We're integrating previously disconnected environments and creating a seamless search experience for our clients, partners, and internal team members.
Recommendations to others considering the product:
You might have heard of "Coveo" but I guarantee giving SearchUnify a look is worth your time. They are a pleasure to work with and a powerful product.
Has quickly improved our site's functionality, with more to come.
What do you like best about the product?
The analytics we can gather from SearchUnify have proven useful in only a few months worth of use. The search functionality is a definite improvement compared to what we had previously. I have been very happy with the SearchUnify team. They are responsive, fast and professional!
What do you dislike about the product?
The UI of the admin portal takes a lot of getting used to. Things can be difficult to find, or not highlighted well. For instance, the number under "Total Documents" on the Content Sources page is clickable and brings you to a new page - but there's no way to know unless you hover over it.
I also found the online documentation lacking. Setup instructions are very basic, as are the descriptions of the various functionalities that the admin portal provides. I often had to reach out to the SU team (who were always helpful) with questions I felt should be answerable by looking at their knowledge base.
I also found the online documentation lacking. Setup instructions are very basic, as are the descriptions of the various functionalities that the admin portal provides. I often had to reach out to the SU team (who were always helpful) with questions I felt should be answerable by looking at their knowledge base.
What problems is the product solving and how is that benefiting you?
We have a better understanding of our content gaps - and a better understanding of what existing content needs improvement.
Search filters and facets have also provided a great way of categorizing our content for users that we did not have before.
We are currently implementing a new "Contact Us" page using SearchUnify's deflection capabilities, and we are confident that it's implementation will drive down case volume.
Search filters and facets have also provided a great way of categorizing our content for users that we did not have before.
We are currently implementing a new "Contact Us" page using SearchUnify's deflection capabilities, and we are confident that it's implementation will drive down case volume.
Very responsive and are able to handle complex technical issues with ease
What do you like best about the product?
Their responsiveness and their technical capabilities. SearchUnify is a vendor that you can treat as a partner. They listen to your requirements and would go to great lengths to implement your specific requirements. Their admin console is very powerful and their documentation covers all basic functions.
What do you dislike about the product?
For some advanced functions (like configuring weights for different content sources and configuring index rules), I wish they could have examples and best practice articles in their documentation.
What problems is the product solving and how is that benefiting you?
We implemented a federated search among several content platforms. Now our users can search across different platforms. We get better search analytics (content gap analysis and case deflection ratio) and are able to tune search results.
Recommendations to others considering the product:
Worth looking/trying if your main focus is cross-platform searching and search analytics
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