SearchUnify Enterprise Search
SearchUnifyReviews from AWS customer
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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.
Great Product. Great Service.
What do you like best about the product?
SearchUnify is very customizable and has a very user friendly admin console. We've been able to greatly expand the searchablility of our content and easily update configuration along the way. Most notably, the SearchUnify team has been supportive and willing to assist with each step of the way.
What do you dislike about the product?
There is not much to says about what doesn't work well with SearchUnify. If anything, the complexitiy of our content can cause our users to facet themselves out of content.
What problems is the product solving and how is that benefiting you?
SearchUnify has allowed us to bring together conent from eight different sources into the same search interface. We've increased self-service rates and case deflection.
Expanded search breath significantly, good customer service
What do you like best about the product?
Our Support Site is now about to offer our customers a much broader depth of applicable resources we could not otherwise deliver on the platform.
What do you dislike about the product?
I haven't found the reporting functionality to be intuitive to work with.
What problems is the product solving and how is that benefiting you?
Our customer support site is now able to index needed resources found on other platforms, delivering a much broader result list to our customers. Specifically, we had been unable to incorporate our video catalog in search results, and now they display for our users to have greater access to self service learning and we have seen a signficant increase in usage of this video content.
Innovative Partners
What do you like best about the product?
I highly recommend working the Search Unify and Grazitti team. They are exceptional partners who consistently go above and beyond to innovate and create solutions within Salesforce for our team. Their forward-thinking approach and ability to leverage Salesforce’s features have greatly streamlined our processes and boosted our productivity. Their dedication to staying updated on the latest Salesforce developments ensures we always have the most efficient tools at our disposal. Their contributions have been invaluable.
What do you dislike about the product?
I'll share this feedback directly with the teams if I have any.
What problems is the product solving and how is that benefiting you?
Insight generation, community and Knowledge management, sales force requirement customization, and scalability.
Enhanced customer support with SearchUnify
What do you like best about the product?
SearchUnify is very powerful and fast. It can query our knowledge base instantly and return accurate data, which helps create an ideal experience for our customers.
What do you dislike about the product?
Not at this time. We just started using it and so far everything is working as expected.
What problems is the product solving and how is that benefiting you?
Quick access to knowledge articles without having to leave the portal and without additional manual steps.
An excellent solution for searching across multiple content sources and collecting insight analytics
What do you like best about the product?
Our organization has recently started using SearchUnify, and our Team has personally used it for several years across previous companies. We like how quickly the solution can be deployed and introduced to customers with minimal effort. The onboarding teams were great with collecting our requirements and providing a clear deployment project outline. The Team performed all the heavy lifting in the backend and seamlessly coordinated with our Grazitti SF development team. A sandbox environment was provided so we could test and review the results, making little tweaks here and there before moving to our production site. After the deployment, the Team walked us through the admin console and where various options were located. If we encounter any issues, SearchUnify Support can manage our requests quickly and escalate as needed. We are pleased with our solution and look forward to expanding usage such as case deflection and chatbot options.
What do you dislike about the product?
The solution is very powerful and complex, with many moving parts, such as SearcchUnify admin settings, customized javascript and html coding, SF security settings and permissions, access credentials, etc. One of the areas we could benefit from would be an architectural summary of our configuration with some details about how the different sources and search clients are configured and integrated with our site. We're not looking for a document with every detail but at least a high-level overview with essential troubleshooting tips for when things go wrong. We know from experience that enabling customers with the best information available allows for prompt and accurate support service.
What problems is the product solving and how is that benefiting you?
SearchUnify solves two issues for us. First, we can provide custom searches across our documentation, LMS, community, and knowledgebase sources. The search results are easily customized, and customers can adopt them quickly. Second, we can provide federated search to our support agents for sources outside SFDC. Agents have easy access to customer-facing articles and internal process documentation to manage support cases easily.
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