We use Swiftype on our help center to gain insight into the types of searches our users are doing and if our content is successfully meeting our user needs. The two greatest benefits are that Swiftype indexes the text of the entire article to make it searchable (where ZenDesk guide only indexes the first 200 words), this makes Swiftype a much more effective search tool. The other is the ability to create a synonym library - this allows swiftype to correlate terms our users enter to other terms we use in the articles (for example, users may search for "store" or "marketplace" when our help articles use the term "selling channel" - synonyms allow swiftype to pull up results for the correct articles based on the user search terms).
What do you dislike?
Since Swiftype has been acquired by Elastic, their support has been less than stellar. More than 24 hours to get a response, and often more technical related problems will be longer than that.
Recommendations to others considering the product
Installing Swiftype to a help center or any other website will require some front-end web dev knowledge (adding a jquery script to the correct place in your site code), but the admin UI itself and running reports is fairly intuitive.
Interpreting that data to make decisions on improving content will require some experience in how to use this kind of data appropriately.
What business problems are you solving with the product? What benefits have you realized?
The swiftype reports have given us better insight into how our users are searching within our help center, and in a format that is easier to use than GA.
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