87 SearchUnify Cognitive Search Reviews
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.
What I like most about SearchUnify is how accurate and fast the search results are. It really understands the context behind queries, not just keywords, which makes it much easier for users to find exactly what they’re looking for. We haven't been able to implement the more robust search functions that SearchUnify provides yet - but our testing of them has been very successful. Overall, it's made our support and knowledge management processes much smoother. Review collected by and hosted on G2.com.
One area that could use improvement is the initial setup and configuration. I'm a fairly decent web developer and I live for well written documentation - but it can be a bit complex to configure, especially if you're integrating multiple content sources. There’s definitely a learning curve, and it takes some time to fully customize everything the way you want. That said, once it's set up, the performance and results are solid. We can't wait to take full advantage of the many features SearchUnify has. Review collected by and hosted on G2.com.
The new search functionality by Grazitti is a significant upgrade, offering users an efficient and intuitive way to find information within the forums. We are already seeing substantial improvement over the previous search functionality.
We look forward to collaborating with Grazitti on further enhancements to ensure the feature continues to evolve with community needs. Review collected by and hosted on G2.com.
There is nothing to dislike with this new search functionality. Review collected by and hosted on G2.com.
The search has allowed us to get past the limitations of standard salesforce global search. We were able to index and crawl external content as well as internal CRM content which was needed. Their interface and platform is intuitive and easy to use. Review collected by and hosted on G2.com.
Originally the results page needed some work to meet our needs. The SU team was accommodating and made changes very fast allowing the project to stay on track. Review collected by and hosted on G2.com.
In addition to serving as a search engine, the platform offers actionable insights into search results and user activity—enabling smarter strategies to enhance the user experience. It also leverages GenAI to deliver personalized suggestions based on query prompts, further elevating the user experience. Review collected by and hosted on G2.com.
I haven’t encountered any significant issues so far. The overall experience has been smooth and aligned with my needs. Review collected by and hosted on G2.com.
The metrics dashboard has been very helpful to me as I ramp up in my role. Our Account Manager has been very helpful in answering questions and helping me brainstorm on potential new ideas. Review collected by and hosted on G2.com.
It would be helpful to have clear definitions that I can match to our other data sources to make it even easier to compare what comes out of SearchUnify versus what I'm seeing in our ticketing system, for example. Review collected by and hosted on G2.com.
SearchUnify’s customer support is top-notch—our CSM, Rishab Sharma, is incredibly responsive. The product team is equally impressive in how they listen to feedback and continuously work to improve the platform. We’ve been able to integrate content from multiple sources, which is essential for our self-service and support strategy. Review collected by and hosted on G2.com.
It would be nice if some parts of the admin portal were more intuitive/accessible to us, but the level of support that we receive makes up for this. Review collected by and hosted on G2.com.
SearchUnify is an amazing tool that helps us to enrich our client's ability to quickly find and reference needed documentation. It fills a gap that other vendors were unable to in configuring categorized searching. The AI integrations so far have been impressive as well. SU as partners are also extremely communicative and collaborative, always willing to lend a hand, jump on a call, and work through any items that come up. I can't recommend them enough. Review collected by and hosted on G2.com.
I have no downsides to report at this time. Review collected by and hosted on G2.com.
What I like best about SearchUnify Cognitive Search is it ability to provide detailed and comprehensive information with just one click, making it vry effiecent and user friendly. Review collected by and hosted on G2.com.
Nothing comes to mind. SEarch Unify meets all the needs of the community. Review collected by and hosted on G2.com.
The SearchUnify teams are extremely helpful, from implementation on to support. Our Customer Success Managers, in particular, have been an invaluable resource and connection.
I appreciate the enhanced discovery it provides for our Appinium resources in our learning portal. We've seen an increase in usage that we can directly attribute to the search functionality.
I also appreciate the level of detail provided in the analytics session tracking details. That has enabled us to take a deeper dive into user behavior and searches by exporting it to Tableau and connecting it to our Salesforce data. Review collected by and hosted on G2.com.
"Dislike" is the wrong word here, I think.
We have struggled to turn the data into action. Some of this is because of our resourcing constraints. Digging through the various data points we need to review can also be time-consuming. For example, some numbers are also rounded in the admin display. I must extract the raw data and use Excel tools and tricks to get the definitive numbers. I would appreciate a better extract option from SearchUnify to Tableau, where we can get real-time updates on a designated schedule and remove dependence on Excel spreadsheets.
We have also struggled a bit with identifying where to focus our efforts in the admin panel. There is a lot of information in there, so it's sometimes difficult to figure out where attention is needed or what actions to take. I look forward to enhancements for the admin experience in upcoming releases. Review collected by and hosted on G2.com.
