SearchUnify Enterprise Search
SearchUnifyReviews from AWS customer
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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
SearchUnify for our Support Site.
What do you like best about the product?
SearchUniufy has been in regular contact with us throughout the implementation and after. Their reviews of the monthly analytics has been very helpful.
SearchUnify has recently helped us implement a chatbot for our Support Site. They have been very helpful in this process.
SearchUnify has recently helped us implement a chatbot for our Support Site. They have been very helpful in this process.
What do you dislike about the product?
I don't have a dislike to report. SearchUnify has been very helpful.
What problems is the product solving and how is that benefiting you?
SearchUnify is helping us see gaps in our customer-facing documentation. It helps us improve our self-help resources for our customers. With this, SearchUnify helps us maintain a high deflection rate. Also, the SearchUnify chatbot helps guide customers to the best resources, addresses gaps in documentation directly, and helps connect customers to additional assistance.
Recommendations to others considering the product:
What we have found is, when compared to other AI driven federated search tools on the market, SearchUnify is the best value in features and quality of results to subscription price.
SearchUnify was a worthwhile investment
What do you like best about the product?
Their support is always timely and almost always helpful. They are also quite accommodating and in general eager to provide excellent service. They have also added several features upon request which greatly improved our experience and did much better at meeting our business needs. Really a great business partner to work with.
What do you dislike about the product?
The constant issues. Even if I try to give them advanced notice of work I'll be doing they don't tell me that will overlap with a background update they are planning to do that will lock me out of their admin panel preventing me from doing the work I had scheduled a team around. Anything that has gotten fixed before is likely to break again, especially during an upgrade which took 3 months of dedicated QA testing because we kept finding issues. We are talking 50+ issues our team found alone which isn't much considering the 300+ our team uncovered during implementation, but at least 15 were things that had been found and fixed during the implementation. Luckily we have the manpower to find these issues before our customers see them usually, but the product isn't a stable one.
What problems is the product solving and how is that benefiting you?
Federated and Faceted search which has really helped us since we have poor business practices of each department/team using a different documentation platform so our data is all over the place, but SearchUnify helps us consolidate it all in one place.
Powerful features
What do you like best about the product?
We have been using SearchUnify for some time now and really appreciate the level of detail provided by the dashboards and reports. This helps keep our knowledge articles and web content up to date and relevant for our customers.
What do you dislike about the product?
New features are always rolling out so we haven't really found a dislike. Looking forward to greater report customization, scheduling and integration with Skilljar.
What problems is the product solving and how is that benefiting you?
Enterprise Search for our global customer support team. Case deflection by implementing this in our support portal for customer search. We recently expanded our entire web portal as a data source to provide relevant search results across all services.
Helpful analytics, great support
What do you like best about the product?
Support team response
Consolidate searches across all company properties
Consolidate searches across all company properties
What do you dislike about the product?
Dashboard can be hard to use
Tuning options are not intuitive
Tuning options are not intuitive
What problems is the product solving and how is that benefiting you?
We need insight on how customers interact with out documentation to prioritize updates. SearchUnify helps to focus efforts on what customers need
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