EC

Verified User in Computer Software

Enterprise (> 1000 emp.)

3/30/2023

"Great partners for Search!"

5/5

What do you like best about SearchUnify?

The SearchUnify team! Search Unify has been an integral partner in the development of Vlocity Success Community over the years. The Grazitti Search Unify solution has deflected thousands of customer support cases to allow our partners and customers to quickly locate the content they need. Review collected by and hosted on G2.com.

What do you dislike about SearchUnify?

We are satisfied with our SearchUnify solution. Review collected by and hosted on G2.com.

AH

Verified User in Human Resources

Mid-Market (51-1000 emp.)

8/19/2022

"Search Unify Is Crucial to Ticket Deflection"

4.5/5

What do you like best about SearchUnify?

Search Unify provides better and more nuanced searching capabilities for internal and external users than what is offered by Salesforce Knowledge and Community out of the box. It gives us major insight into what clients are searching for, allows us to boost relevant and trending content, and pull insights as to how many tickets our content is deflecting from our Service team. Review collected by and hosted on G2.com.

What do you dislike about SearchUnify?

Wish we could more easily surface in the SU interface the specific users who are visiting our external Help Community and taking various actions (submitting a case without searching or viewing an article, for example) so we could easily target enablement campaigns to them. Review collected by and hosted on G2.com.

MG

Megan G.

Sr. Director Self-Help and Content Strategy

Mid-Market (51-1000 emp.)

10/12/2022

"SearchUnify is a great value and the functionality is exactly as advertised!"

5/5

What do you like best about SearchUnify?

SearchUnify's talented and motivated team takes accountability and gets stuff done! The team ensures progress, solves problems, and takes on challenges. Review collected by and hosted on G2.com.

What do you dislike about SearchUnify?

SearchUnify, like and federated search tool, requires knowledge of search practices and taxonomy. If you are new to that, the learning curve could be steep. Review collected by and hosted on G2.com.

AI

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

8/24/2022

"They aim to please"

4/5

What do you like best about SearchUnify?

When there were issues they were very communicative and resolved most issues in a timely manner. The customer service is excellent. When people moved on or off the support team they made sure to introduce them to us. Review collected by and hosted on G2.com.

What do you dislike about SearchUnify?

It is not a real time search. It takes at least 15 minutes for new content to be available in the search. This makes it difficult to use in a supportive environment. Review collected by and hosted on G2.com.

AI

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

10/13/2022

"Incomparable"

5/5

What do you like best about SearchUnify?

SearchUnify provides so much insight and what impressed me the most is how in-depth the dashboard goes into. Review collected by and hosted on G2.com.

What do you dislike about SearchUnify?

Dashboard could use more info tooltips, but the documentation is excellent. Review collected by and hosted on G2.com.

LM

Lainey M.

Customer Adoption Specialist

Mid-Market (51-1000 emp.)

1/17/2022

"Robust and complex search engine tool; patient and helpful customer success and support teams"

4/5

What do you like best about SearchUnify?

I appreciate having a dedicated Customer Success Manager (Nitesh Tamta). Even though I am in the US, he is always helpful and supportive whenever I need it. The analytics and dashboard are robust and detailed. Review collected by and hosted on G2.com.

What do you dislike about SearchUnify?

Sometimes the product itself has issues when integrating with our search tools and Salesforce. We often have minor tech issues that can be frustrating to try to troubleshoot and solve- although this isn't just a problem with Search Unify. Review collected by and hosted on G2.com.

PR

Peter R.

Content Manager

Mid-Market (51-1000 emp.)

9/21/2021

"Game-changer!"

5/5

What do you like best about SearchUnify?

SearchUnify provides my team with valuable insights that not only prove the value of our work - but also helps us drive our content strategy forward. It's been invaluable in driving Knowledge Base adoption across my org.

We use Salesforce Communities and found the search lacking - SearchUnify's AI-powered search and powerful searching tuning tools have increased our article view count and helped us cut our ticket volume in half! Its Content Gap Analysis tools also help inform our content strategy - we always know what our clients are looking for, and where we're not hitting the mark.

The agent widget has also helped improve ramp time for new hires - it's become much easier to handle support issues with all of our powerful resources at their fingertips, at all times.

SearchUnify is also pretty easy to use - most things are "click not code." Review collected by and hosted on G2.com.

What do you dislike about SearchUnify?

Some fields in Salesforce do not pull into certain reports in Analytics, which makes some processes around Content Analysis and creation a bit more manual than I'd like. What I will say is that the SearchUnify team are fantastic partners and really take product feedback to heart. I feel confident that their team will continue to drive improvements that I'd find valuable. Review collected by and hosted on G2.com.

What problems is SearchUnify solving and how is that benefiting you?

Our biggest problem was our old search engine was borderline unusable, especially with multiple content sources - SearchUnify solves that problem.

Internally - we struggled a lot to measure the success of our content and to demonstrate, with data, the areas where we could stand to improve, and SearchUnify solves both of those problems. If you're trying to implement KCS strategies into your support org, SearchUnify will help you make your case with stakeholders, with clear case deflection metrics and actionable insights.

SearchUnify also allows our best content to shine - meeting our customers in the moment, as we're able to greatly influence search results with relative ease. Review collected by and hosted on G2.com.

DD

Dinesh D.

Information System Management

Enterprise (> 1000 emp.)

2/11/2022

"Search!!"

4.5/5

What do you like best about SearchUnify?

Search features. The easy way it connects to our Environments via search clients and APIs Review collected by and hosted on G2.com.

What do you dislike about SearchUnify?

Searching on the special characters and advanced search features. Review collected by and hosted on G2.com.

AC

Verified User in Computer Software

Enterprise (> 1000 emp.)

5/21/2021

"SearchUnify Platform and Services Review"

5/5

What do you like best about SearchUnify?

Excellent Services as the vendor is very responsive to all needs. We have formulated a very good relationship with Grazzitti, and we very much appreciate all the efforts put forth by Services and Development. We have worked closely with the vendor to enhance Search and provide a robust faceted Search on Community and Service Cloud. We have indexed very valuable content sources and are now able to search these sources from Salesforce Service Cloud, Community and In application. Review collected by and hosted on G2.com.

What do you dislike about SearchUnify?

Version Updates Can take time to promote to production based on complexity. Overall a very positive experience,. Review collected by and hosted on G2.com.

Recommendations to others considering SearchUnify:

The Vendor is very accomodating and is very interested in resolving your business needs. If the vendor does not have a feature you desire, they will work to put the feature on their roadmap in short order.. Review collected by and hosted on G2.com.

What problems is SearchUnify solving and how is that benefiting you?

We now have the ability to search multiple content Sources from within Salesforce from within a case, full tab search, and from our Customer Community. We have realized very good adoption and are now able to measure deflection in a much more refined manner. We are able to deflect roughly 600 cases per month that are actively being created from our Case Deflection page. The Case creation page brings back knowledge based on the Community Users Case Summary and description as well as the customer platform. We see these cases are abandoned and users are able to self-serve based on results brought to the page by Searchunify's Powerful Search Logic. We have also implemented Search in our Products and utilze SearchUnity API's to assist customers In Application. Review collected by and hosted on G2.com.

LN

Leighton N.

Education Technology Manager

Mid-Market (51-1000 emp.)

1/22/2021

"One Search to Rule Them All"

4.5/5

What do you like best about SearchUnify?

SearchUnify has many of out of the box of the box connectors that makes adding new content sources a breeze. Review collected by and hosted on G2.com.

What do you dislike about SearchUnify?

Search Analytics could use some improvement to provide valuable insights on how it is being used. Review collected by and hosted on G2.com.

Recommendations to others considering SearchUnify:

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. Review collected by and hosted on G2.com.

What problems is SearchUnify 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. Review collected by and hosted on G2.com.