Leslie Cox, Support Alliances and Strategic Initiatives Program Manager, Cohesity
SearchUnify helps to drive our customer self-service strategy by recommending knowledge as a case is being created. Finally, with the user journey mapping data in the admin panel, we are empowered to adjust and fine tune our content.
Waqas Mahmood, Manager Technical Support, Flexera
SearchUnify is helping us to fetch the relevant information to the Support engineers while resolving customer issues. It has been easy to implement, and it covers the sources that are of interest to us.
Raman Kumar, Senior Vice President, Customer Success, Idaptive
After implementing SearchUnify, the quality of support improved significantly as our support heroes could access relevant information from MadCap Flare inside the Salesforce console.
Donald Wetmore, Senior Manager, Kronos Global Support
We implemented SearchUnify Search Clients within Service Cloud and our Customer Community this past June ’19. This has allowed us to Index sources external to Salesforce and provide a deep search experience to assist Internal Users and Customers find answers quickly.
Leo Daley, Director-Community, Kronos
At Kronos, the customer experience is our top priority and we look to work with technology partners with the same focus. Our customers, partners and employees are finding relevant content more easily, and we’re seeing additional case deflection north of 10%.
Gabriel Lowe, Knowledge Manager, Rubrik
The support is phenomenal. They are extremely responsive and take feedback to heart. The company genuinely wants to provide features that their customers suggest and request.
Giri Iyer, Senior Vice President, Global Customer Support and Success, Rubrik Inc.
For us, an ideal solution has progressive thinking in terms of machine learning and the ability to capitalize some newer kind of platforms, tie search results, and extrapolate those results into future decisions. SearchUnify does all that and more!
James Goerke, Manager, Global Support, Vlocity
I particularly love the fact that we are able to securely share relevant information from all our portals with the ultimate goal of achieving greater self-service and case-deflection.
Lana Lee, Senior Manager & Strategist, Zuora
As the Senior Community Strategist at Zuora, what sold me on SearchUnify was their analytics dashboard. It provided every detail one could possibly want from a user’s search and provided information that one could take immediate action to improve results.
Technical Community Manager
Allowed us to return search results from all content resources in one unified area and experience. The data has allowed us to understand, in real-time, our customer’s needs and then to develop content that provides the targeted answers.
Business Systems Analyst
We love the tool as it saves our org 3-5 minutes on an average search. Implementation and ongoing maintenance has been incredibly easy.
I was brought in mid-game to the SearchUnify implementation with our company Knowledgebase. I had a direct pipeline to engineering to answer questions, made aware of upcoming releases, and given documented install procedures.
Administrator in Computer Software
Meet the SearchUnify team. They are very helpful and want to hear from you to improve the product.
The search tuning feature allows us to customize results which is helpful in elevating relevant content. The admin panel reports are quite insightful and help us develop a great customer experience in our product support community.
Business Systems Analyst
We love working with the team, and we love the tool! They listen carefully to all the feedback and implement the feedback on future releases.
Mike Gualteri, VP & Principal Analyst, Forrester
SearchUnify has a well-thought-out technical architecture that should enable the company to fill gaps in data ingestion, tuning, and tools to build custom applications.
Report: Boosting Knowledge Effectiveness through Analytics
SearchUnify’s Agent Helper, where support agents have the ability to identify top support agents, top knowledge articles, and top cases related to the one currently being worked on. In addition to gaining visibility into article popularity, this feature also makes for more effective collaborative support, also known as swarming.
Report: The Chatbot Comeback
A Brief Guide through Recent Advances, Best Practices, and Potential Risks behind Chatbot Technology
Best-of-breed providers, such as […] SearchUnify, include language libraries and packaged AI/ML to allow rapid implementations and good results without a team of data scientists on staff.
“The impact created by SearchUnify on various customers is remarkable and awesome.”
“This is an effective search tool built with modern AI technologies.”