Introduction
SearchUnify is a unified cognitive platform that powers enterprise search, insights engine, and AI-powered apps for better customer support and self-service. It offers search analytics, intelligent search, and enterprise search capabilities to enhance customer support experiences. The platform integrates with various applications and offers connectors for platforms like Salesforce, Zendesk, Dynamics 365, Khoros, SharePoint, and more. With its cognitive search technology, SearchUnify improves information findability, enables proactive decision-making, and provides best-in-class applications for customer support professionals and knowledge workers.
background
Founded in 2008, Grazitti Interactive, the company behind SearchUnify, has been a digital innovation leader, developing solutions that unlock data insights, increase operational efficiency, and drive customer success. Over the years, Grazitti has evolved from providing marketing automation and cloud innovation services to building federated search solutions, and ultimately launching SearchUnify, an AI-driven search solution in 2016. The company has been recognized in various industry reports and has received certifications like KCS v6.
Features of SearchUnify
Enhanced Information Findability
Unify disparate data silos and make relevant information easily findable for customers and employees with 50+ OOTB connectors.
Proactive Decision Making
Leverage real AI and real-time analytics to gain deep insights into your customers’ and employees’ behavior.
Best of Breed Applications
Deliver personalized and proactive customer service experiences with a suite of next-gen support applications.
Drive Self-Service Success
Improve the findability of relevant information across your digital properties - irrespective of where the information resides. Deliver an impeccable self-service experience to your customers, prospects, partners, and employees.
Decrease Average Handle Time
Empower your support agents to quickly find and access all the information and help they need to resolve more customer queries in less time. Reduce AHT, increase customer delight.
Augment Support Efficiency
Go beyond simple automation of mundane processes - predict cases and then smartly sort, triage, and route them. Assign every case to the best-fit agent based on the agent expertise and the case sentiment.
Increase First Call Resolution
Equip your agents with cutting-edge technology and tools that empower them to understand and resolve customer queries in the first contact. Improve the experience of your customers as well as agents.
Drive Knowledge-Centered Support
Implement next-gen support programs like knowledge-centered support (KCS) and intelligent swarming successfully. Measure, quantify, and showcase the success of these initiatives.
Maximize Customer Service ROI
Measure, quantify, maximize, and showcase ROI in your entire support ecosystem. Save ~$1 Million in support cost in three months of deployment with quick time to value.
How to use SearchUnify?
To get started with SearchUnify, begin by integrating it with your existing platforms using the provided connectors. Set up your search parameters and configure the AI-driven search to ensure relevant results. Utilize the analytics tools to monitor user behavior and adjust your search tuning for better performance. Engage with the support team for personalized assistance and to leverage advanced features like the Escalation Predictor and Knowbler.
FAQ about SearchUnify
- How can I integrate SearchUnify with my existing systems?
- SearchUnify offers 50+ OOTB connectors for easy integration with various platforms like Salesforce, Zendesk, Dynamics 365, and more.
- What kind of analytics does SearchUnify provide?
- SearchUnify provides deep search analytics and advanced search tuning capabilities, allowing you to examine performance, improve content quality, and boost search result relevance.
- How does SearchUnify help in reducing average handle time?
- By empowering support agents with quick access to all necessary information, SearchUnify helps reduce the time taken to resolve customer queries.
- What is the role of AI in SearchUnify?
- AI in SearchUnify is used for real-time analytics, proactive decision-making, and predictive analysis to enhance customer service experiences.
- How can I measure the ROI of using SearchUnify?
- SearchUnify provides tools to measure, quantify, and showcase ROI in your support ecosystem, helping you save on support costs and improve service efficiency.
- Can SearchUnify help in improving first call resolution rates?
- Yes, SearchUnify equips agents with advanced technology and tools to understand and resolve customer queries in the first contact, improving both customer and agent experiences.
Usage Scenarios of SearchUnify
Customer Support
SearchUnify can be used to enhance customer support by providing quick access to relevant information and automating routine tasks.
Knowledge Management
The platform can be utilized to optimize knowledge management processes, ensuring that support documentation is up-to-date and easily discoverable.
Proactive Customer Service
Leverage SearchUnify's predictive analysis to deliver personalized messages and proactive customer service experiences.
Business Intelligence
Use the platform's analytics capabilities to gain insights into customer behavior and make data-driven decisions.
User Feedback
By using SearchUnify to harness the power of AI, Bluebeam was able to use technology to dramatically improve our customers’ support experience. - Jim Atkinson, President and Chief Customer Officer, Bluebeam, Inc.
The level of metrics detail that SearchUnify provides for me in the administrator dashboard is impressive and useful. - Lana Lee, Senior Manager & Strategist, Zuora Community
SearchUnify was recognized in The Forrester Wave™ for Cognitive Search, Q3 2021, showcasing its capabilities in the cognitive search space.
Recommended by TSIA, SearchUnify has been acknowledged for its contributions to the customer support and knowledge management industry.
others
SearchUnify offers a comprehensive suite of AI-driven tools designed to enhance customer support and self-service capabilities. Its cognitive technology platform integrates with various enterprise applications, providing a unified approach to content discovery and support efficiency. The platform's real-time analytics and predictive capabilities enable proactive decision-making, driving higher customer satisfaction and reducing support costs.
Useful Links
Below are the product-related links of SearchUnify, I hope they are helpful to you.