Gain a clear understanding of search behavior and track trends over daily, weekly, or monthly periods with insights that help you identify user needs and optimize your search for a more intuitive user experience.
Track search trends to understand user intent and optimize search performance with a report that collects user responses identifies areas for improvement, and prioritizes changes based on user needs, helping you gather and store valuable feedback.
Gain valuable insights into user experience with this report that captures ratings and textual feedback on search relevance and includes Search Query, Clicked Results, Rating, Text Feedback, and Reported By – providing user satisfaction with your search.
Gain insights into the overall relevancy of your search results with this essential report that measures the effectiveness of your search outcomes and addresses the issue of users scrolling through numerous pages to find what they need.
Measure the relevancy of your search results with precision with a report that allows you to track the click positions for individual keywords, revealing the most clicked results for any given search term.
Discover how users engage during their sessions with in-depth tracking. With SearchUnify, instance managers can effortlessly monitor user interactions with search clients through this comprehensive report.
Identify the articles users reviewed before reaching out for support with this report that highlights the articles accessed before a customer raises a case, pinpointing potential gaps in your documentation.
Discover the articles that successfully resolve user queries without a support ticket with this insightful report that captures the articles consulted by users who never had to log a ticket and optimize your self-service support.
Explore the top-clicked articles at a glance with this report that links each article with session details, associated keywords, and user engagement. These clicks are aggregated from interactions on both the main search results page and the case creation page.
Dive into popular user queries and their associated clicked articles with this insightful report that maps each query to the articles that received the most clicks, providing a comprehensive overview of user interactions.
Pinpoint searches made during the selected period with zero results and no clicks, enabling admins to conduct comprehensive gap analysis and optimize content for improved search relevance.
Explore the weekly trends in sessions that end without successful search outcomes with this report that provides a clear comparison of unsuccessful search sessions over time, enabling you to pinpoint patterns and areas for improvement.
Discover queries where users didn't click on any search result with a report that highlights this behavior, allowing you to understand user interactions more deeply. These instances occur when users view search results but don't find the desired information, leading to no clicks.
Understand the reasons behind empty searches, such as the absence of documents containing the search keywords in your repositories, user permission restrictions, or disconnects between your search client and content sources.
Uncover hidden gems and optimize you search experience with a powerful report that tacks clicks on results ranked 11 or higher, revealing valuable insights into user preferences and content engagement beyond the first page.
Track essential metrics such as total search sessions, self-solve volume, case deflection, and self-solve rate to understand how effectively your customers are using self-service resources. This report offers a comprehensive view of customers’ ability to find answers independently, helping your team gauge the overall success of your self-service strategy.
This report focuses on the value of knowledge-centered support, specifically quantifying the role of knowledge base articles in successfully resolving support cases. By illuminating the impact of knowledge resources, this report underscores the importance of a well-maintained knowledge base in driving efficient case resolution.
Measure the effectiveness of your knowledge management system in deflecting support cases and encouraging self-service. This report provides insights into the quality and utility of content and search functionalities, helping you refine your self-service experience to meet customer needs proactively.
Calculate the financial advantages of case deflection with this new report, which translates deflected cases into clear ROI figures based on the administrator-provided cost per case. This insight empowers you to understand and communicate the direct cost savings that result from an effective knowledge management strategy.
Know the latest trends and best practices in customer support
