SearchUnify Enterprise Search
SearchUnifyReviews from AWS customer
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Very helpful
What do you like best about the product?
Search Unify has a helpful customer success and support team that is responsive and always trying to help meet our unique needs. They are adding a lot of AI capabilities to help make their product more effective and efficient -- it's not even the same product that it was a couple of years ago. It has been an essential component to make our LMS resources searchable in our org's Salesforce Community.
What do you dislike about the product?
I think the software UI could be more user friendly, but this was also the first SEO I've used on the backend so my learning curve was steep. It used to require a lot of manual time to maximize the search capabilities, but that has really changed with their GPT search.
What problems is the product solving and how is that benefiting you?
They make our LMS resources searchable in our Salesforce customer Community
Always willing to meet us where we need
What do you like best about the product?
The team has consistently shown flexibility and partnership in the way they support us. Whether it’s tailoring solutions to our specific needs or equipping us with the right information so we can manage things independently, they strike the perfect balance. They’re also highly responsive and kind, always ready to step in during urgent situations. Overall, they feel like a true business partner rather than just a vendor.
What do you dislike about the product?
Room for improvement could be more availability to do things myself.
What problems is the product solving and how is that benefiting you?
It’s helping us bring all of our documentation sources together into a single, unified experience. Instead of customers needing to search across different places, everything is presented in one easy-to-access interface. This not only makes it simpler for customers to find what they need, but it also improves consistency and saves time on both sides.
Fantastic implementation team
What do you like best about the product?
We have had an almost-seamless experience implementing Search Unify into our operations and have been impressed by the customer service and speed at which the implementation team operate, respond and fix. They are fantastic to partner with.
What do you dislike about the product?
There were a couple of instances where an answer or investigation was delayed due to a 3rd party business blocker, however the SearchUnify team handled this professionally and quickly - it does not reflect poorly on them at all.
What problems is the product solving and how is that benefiting you?
Joining two or more sources up for our customers through one platform
A federated search solution that is a perfect fit for Support Organizations
What do you like best about the product?
Search Unify effectively combined content from Documentation, Knowledge Base Articles, Forum Discussions, Blogs, and other sources to simplify our customer experience. This helps them come to one place and find the correct answer every day, regardless of where the content is posted. They also helped integrate it into our case creation flow so every case is created after a search of resources. This is also a resource that our support agents regularly use to find resources to share with customers.
Their in-depth analysis of analytics and case deflection logic provided us with greater clarity on our case flow, search metrics, and areas for improvement in our search functionality.
They worked hard with us to ensure a smooth go-live, which included extended hours. We also valued their consistent responsiveness, which ensured that questions were addressed promptly, demonstrating effective teamwork and ownership of the project's success.
Furthermore, the team's agility in implementing feedback in real time and making adjustments efficiently, even during calls, contributed positively to the project's momentum and collaborative nature.
Their in-depth analysis of analytics and case deflection logic provided us with greater clarity on our case flow, search metrics, and areas for improvement in our search functionality.
They worked hard with us to ensure a smooth go-live, which included extended hours. We also valued their consistent responsiveness, which ensured that questions were addressed promptly, demonstrating effective teamwork and ownership of the project's success.
Furthermore, the team's agility in implementing feedback in real time and making adjustments efficiently, even during calls, contributed positively to the project's momentum and collaborative nature.
What do you dislike about the product?
We encountered a few challenges with indexing the ticketing platform. It turns out the rate limit from that provider is relatively low. The SearchUnify team was able to fine-tune and optimize their indexing to keep everything running smoothly.
What problems is the product solving and how is that benefiting you?
It's bringing together all of the resources maintained by multiple teams into one place for our customers to find them. They also provide us with actionable insights on searches that yield no results and those with a low success rate. These insights enable us to develop new resources that we know will have a positive impact on our customers.
An efficient unified search drives case deflection and elevates the customer experience
What do you like best about the product?
In addition to serving as a search engine, the platform offers actionable insights into search results and user activity—enabling smarter strategies to enhance the user experience. It also leverages GenAI to deliver personalized suggestions based on query prompts, further elevating the user experience.
What do you dislike about the product?
I haven’t encountered any significant issues so far. The overall experience has been smooth and aligned with my needs.
What problems is the product solving and how is that benefiting you?
SearchUnify Cognitive Search helps streamline information discovery by delivering relevant, contextual results across multiple content sources. It reduces time spent searching, increases case deflection, and empowers both support teams and end users with quicker access to accurate information—ultimately enhancing productivity and improving the overall user experience
Professional, Friendly, and Flexible Team
What do you like best about the product?
The search has allowed us to get past the limitations of standard salesforce global search. We were able to index and crawl external content as well as internal CRM content which was needed. Their interface and platform is intuitive and easy to use.
What do you dislike about the product?
Originally the results page needed some work to meet our needs. The SU team was accommodating and made changes very fast allowing the project to stay on track.
What problems is the product solving and how is that benefiting you?
Ability to serve up relevant articles and content both internally and externally to the salesforce CRM.
Ease of use, quality metrics, good support
What do you like best about the product?
The metrics dashboard has been very helpful to me as I ramp up in my role. Our Account Manager has been very helpful in answering questions and helping me brainstorm on potential new ideas.
What do you dislike about the product?
It would be helpful to have clear definitions that I can match to our other data sources to make it even easier to compare what comes out of SearchUnify versus what I'm seeing in our ticketing system, for example.
What problems is the product solving and how is that benefiting you?
Unifying multiple content repositories and allowing us to show different types of content internally and externally.
Best in Class Search Vendor up to speed with the industry
What do you like best about the product?
Incorporating GenAI into enterprise search is a must nowadays.
What do you dislike about the product?
LLM Integration need some flexibility to support other providers
What problems is the product solving and how is that benefiting you?
Search relevancy and ease of consumption
Supportive and collaborative Support, CS, Product, and Engineering teams
What do you like best about the product?
SearchUnify’s customer support is top-notch—our CSM, Rishab Sharma, is incredibly responsive. The product team is equally impressive in how they listen to feedback and continuously work to improve the platform. We’ve been able to integrate content from multiple sources, which is essential for our self-service and support strategy.
What do you dislike about the product?
It would be nice if some parts of the admin portal were more intuitive/accessible to us, but the level of support that we receive makes up for this.
What problems is the product solving and how is that benefiting you?
SearchUnify’s Cognitive Search is helping us solve the challenge of centralizing our self-serve resources that exist across multiple platforms. Our customers need to find answers quickly, but our resources live in different systems for knowledge base, university, and community. SearchUnify enables a centralized search experience.
Painless Implementation & Fantastic Support!
What do you like best about the product?
The customer support is above par- thanks!
What do you dislike about the product?
There are always business nuances that can't be solved for...yet.
What problems is the product solving and how is that benefiting you?
Our external facing community requested smarter ways to find product documentation, training, group conversations, etc. SU delivered!
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