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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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.
