SearchUnify indexes multiple content sources and provides personalized recommendations using AI, ensuring that agents solve cases more efficiently and with greater accuracy.
With SearchUnify, you can index multiple content sources across on-premises and cloud applications like Lithium, Jira, MadCap Flare, Confluence, MindTouch, Salesforce Clouds etc. without leaving Service Cloud.
Machine Learning analyzes every customer and agent interaction to assign a relevance score to each content piece. Based on the context of each query, SearchUnify proactively suggests content that is most likely to resolve that case.
SearchUnify’s robust analytics provide rich insights into what agents are looking for, making it easier to identify content that needs to be created or modified.
Agents can access the company’s knowledge base and attach relevant search results to a case from within the Service Console, propelling knowledge-centred support (KCS).
Nothing gets on your customers’ nerves more than having to wait for a response from your service reps. SearchUnify’s Agent Helper empowers them to quickly send out that first response when a case comes in. It uses machine learning to analyze past cases as well as agents’ responses to suggest a suitable comment for the current case.
Empower agents to witness a customer’s journey across touchpoints and share only the most relevant content with them for case resolution.
After implementing SearchUnify, the quality of support improved significantly as our support heroes could access relevant information from MadCap Flare inside Salesforce console. Similarly, customers could also access more relevant content within the Help Center. We got more than we asked for and for that a big shout out to the folks at SearchUnify.
For us, technology is just one piece of the puzzle while the vendor and its attitude makes up for the rest. If a vendor doesn’t have the responsiveness or desire to actually look beyond the product and think of a solution, the vendor-customer relationship may be short-lived. This is where the SearchUnify team delighted us with its agility and responsiveness.
As the Zuora Community Strategist, the level of metrics detail that SearchUnify provides for me in the administrator dashboard is impressive and useful. Not only does it give me a glimpse into the behavior of our community’s visitors so that we can create a better, more optimized experience for them, but it also highlights the content gaps so that my team can quickly add needed content in the Community. At the end of the day, we want all Zuora Community users to be able to get the answer they need, as quickly as possible.
The reason we chose SearchUnify over the other enterprise search products is its speed and ease of deployment. It’s an amazingly flexible search product that provides cross-channel content search functionality. I particularly love the fact that we are able to securely share relevant information from all of our portals, whether public or private. Above all, the ability to analyze users’ search behavior and our content’s effectiveness is something that keeps us one step ahead of user expectations.