The Swiftype Blog / Month: October 2017

Dreamforce: Search across all your apps directly from the Salesforce Platform

For many of us, Salesforce is where we spend a large amount of our working day. Whether you use Salesforce for CRM, marketing automation or customer support, it’s a critical platform for getting work done.

Data in Salesforce drives our businesses forward

When it comes to using Salesforce as a sales platform, it’s a resource for staying up to date with leads and closing new business. Salesforce holds the data that helps a company to understand current sales performance and make future revenue projections. This is information that helps to drive a business forward, so having it organized and easily accessible is a big benefit to most companies.

On the Service Cloud side, Salesforce helps companies to maintain high-quality customer service which is a critical ingredient to operating a sustainable business. With Salesforce, customer service representatives are able to interact with customers in a single place, streamlining operations, and helping customers to get answers faster.

Search across all your apps directly from Salesforce

At Swiftype, we recognize the important role that the Salesforce platform plays for many companies, so we’ve built a search tool that makes accessing external content from Salesforce much easier. The Swiftype Browser Extension works alongside you as you work in Salesforce, surfacing relevant content based on account, lead, and opportunity information.

Get a cross-platform view of people, accounts, and other key entities

Swiftype enables you to search every object and field from your Salesforce Clouds (Sales, Service, Communities) and across any other cloud data sources (G suite, Office 365, Box, Dropbox, Slack, Zendesk, Evernote, etc). With Swiftype, you can get a full, cross-platform view of an opportunity or account, which helps you to quickly identify any potential roadblocks and take action.

Complete functionality inside of Salesforce

Furthermore, if you’d like to access Swiftype from a full screen UI inside of Salesforce, you can tab over to that experience. From the full Swiftype Enterprise Search view, you’ll be able to search for files and team members, configure your settings, and see your organization’s recent activity.

Swiftype is an AppExchange Partner

Our Enterprise Search app has been through a qualitative and quantitative review process with Salesforce and has met the highest set of security standards and best practices.

Visit Swiftype at Dreamforce 2017 – booth #1928

Getting started

Swiftype has a connector framework that enables you to connect to all of your cloud data sources with a few clicks. Swiftype gives you the ability to add content sources at an organizational, team and individual level, ensuring you’re searching across the apps that are relevant to your job. By connecting to all of a company’s apps, Swiftype enables organizations to unify their fragmented data and boost productivity.

Search Quiz: How much do you know about search history and technology?

Search is playing an increasingly important role in our lives. Much of the world’s knowledge is now on the internet and search is the technology that unlocks that content, making it accessible with the stroke of a few keys. Here are a few data points about the growing volume of search queries and internet content.

  • Google handles about 63,000 searches per second (Source)
  • In 2016, Google handled 2 trillion searches, up nearly 70% from the year before (Source)
  • Researchers estimate that there are about 1 billion websites and 4.66 billion web pages (Source)
  • There was about 81.8 million WordPress blog posts published last month, a 27% increase from the previous year. (Source)

As the amount of information on the internet continues to grow, search researchers and companies will continue to innovate, leveraging technologies like AI to make search even more intuitive and relevant.

Swiftype Search Quiz: Top scorers get a t-shirt

At Swiftype, we like to think we know a thing or two about search, so we created a Search History and Technology Quiz. From the name of the first search engine to some of the key search algorithms, this quiz is a chance to test out your search knowledge.

How much do you know about search? Take the quiz here.


If you score in the top 10 percentile on the quiz, we will send you a free Swiftype t-shirt.

*Limit to one entry per participant during the contest period. Contest ends on Oct 31, 2017. Winners will be notified by email.

How site search makes higher education websites more accessible

Lots of website content and many types of visitors

As a higher education institution, you have thousands of pages of content that you want to make easily accessible to your wide range of constituents. Prospective students, current students, alumni, faculty, staff and parents all need to be able to find information on your website. How do you ensure they can find what they need?

Search makes content more accessible

Over the past 10 years, we have all grown accustomed to opening up Google, typing in what we want to find and getting relevant results. Search is an intuitive and flexible way to navigate the web as well as individual websites. A search bar is a window into many types of content and the interface can handle a wide variety of use cases.

Website searchers are on a mission

When a website visitor elects to use the search bar on your website, they have a specific goal in mind, so it’s important to provide them with relevant search results. At Swiftype, we specialize in building relevant site search technology and making it incredibly easy to set up on your website. We’re fortunate to be able to work with some great universities, and we wanted to highlight their Swiftype success stories.

Roanoke College

Located in Salem, Virginia, Roanoke College has an enrollment of 2,000 students. In 2014, Roanoke was ranked 2nd on the U.S. News and World Report list of Up-and-Coming National Liberal Arts Colleges.

Michael Santoroski, Director of Web and Software Development at Roanoke, was recently tasked with improving the college’s site search functionality as part of an overall website redesign. Roanoke had been using Google’s Custom Search Engine, but it was no longer meeting their needs. With a limited IT team, Roanoke needed a solution that would be easy to implement. After doing some research, they decided to go with Swiftype.

“We were constantly getting emails through our contact page from users who couldn’t find content they were looking for, whether that be an upcoming course schedule or an event. As soon as we implemented Swiftype, the emails stopped…virtually overnight.”

– Michael Santoroski, Director of Web and Software Development at Roanoke College

Before implementing Swiftype, Roanoke was constantly getting emails through their contact page from users who couldn’t find content they were looking for. After implementing Swiftype, Roanoke cut the number of web support emails to virtually zero, and they’ve improved the overall user experience of their website.

READ MORE ABOUT ROANOKE + SWIFTYPE

 

NYU Libraries

New York University (NYU) Libraries is a global organization that advances learning, research, and scholarly inquiry in an environment dedicated to the open exchange of information. As the library of a prestigious university in the 21st Century, their proactive focus on technology enables them to actively reach users at their point of need, wherever that may be.

NYU Libraries was using Google Site Search, and they didn’t have a lot of ability to customize the search. NYU wanted to have more control of their search, so they made the switch to Swiftype.

After implementing Swiftype in a single day, NYU Libraries was able to enhance the user experience on their website. Visitors are now performing more searches than before and “it’s become very clear that site search is a big deal for [NYU’s] users.” To better understand what visitors are searching for, NYU Libraries uses Swiftype Search Analytics to see popular queries and commonly misspelled queries. After reviewing this information, NYU manually adds search results for misspelled words through a drag-and-drop interface.

READ MORE ABOUT NYU LIBRARIES + SWIFTYPE

 

St. Mary’s University

Founded in 1852, St. Mary’s is a liberal arts school located in San Antonio, TX. Personal attention and powerful academic programs have made St. Mary’s a nationally recognized liberal arts institution.

Before implementing Swiftype, St. Mary’s struggled to search across all of the different websites, both internal and public-facing, that they have created over the years. When they went looking for a site search solution, they wanted to find a product that enabled them to quickly customize their search results and have their changes go live immediately.

According to Elaine Shannon, Web Developer & User Interface Specialist at St. Mary’s, “search is one of the most popular ways to navigate our website.” They’ve received a lot of positive feedback on both their main site search engine and their Search by Interest engine. St. Mary’s Search by Interest engine is a dedicated search tool for prospective students to enter the subject matter they’re interested in and be presented with relevant majors at the school.

READ MORE ABOUT ST. MARY’S + SWIFTYPE

 

“It’s a big deal when we can make sure we’re serving up the content our audience is trying to find—even with terms that are often misspelled.” — Dustin Reynolds, Assistant Director of Digital Marketing, Azusa Pacific University

Azusa Pacific University

Located northeast of Los Angeles, Azusa Pacific University (APU) is home to almost 10,000 students and counts 68 bachelor’s degrees, 45 master’s degrees, and eight doctoral programs within the system.

After years of using the Google Search Appliance for their website, the APU web team was faced with a new challenge. After Google announced it was phasing out the product, they were on the search for an even better solution—and not something so “old school.”

APU was able to get Swiftype fully set up on their website in about two weeks. During that time, they configured the search UI to match their website, created some custom meta tags to help guide the Swiftype web crawler (SwiftBot) and optimized the weights placed on fields in the their indexed data.

After implementing Swiftype, APU feels like they are providing a better experience to their website visitors. Additionally, they have a better understanding of what people are searching for on their website and can react accordingly.

READ MORE ABOUT APU + SWIFTYPE

Getting started with Swiftype Site Search

To get started with Swiftype, you just enter your website’s address and Swiftype will index your site and create your search engine in real-time. No coding is required, but developers can use the API for extra control. Swiftype can index any amount of content and new content is indexed automatically, so your search is always up-to-date.

A free trial makes trying Swiftype risk-free

Want to try out Swiftype Site Search for your website? You can sign up for a free trial here.

Site search is your marketing website’s killer feature

A visitor lands on your site. Now what?

Congrats, you’ve succeeded in driving a prospective customer to your website. Although most first time visitors to your site are not ready to buy (approximately 96%), you have a huge opportunity to educate them and create a future buyer.

Now that you have someone on your website, you need to make sure they can quickly understand what your product does and whether it is relevant to them. As for navigating your website, this new visitor will likely take 1 of 3 actions:

  • Click a link on your navigation bar
  • Click a CTA on the page they landed on
  • Go to your search bar and enter exactly what they’re looking for

As a marketer, you want to make sure you think through each of these customer journeys. According to Aberdeen Group, 39% of marketers say that promotion and discovery of content is a top challenge. No doubt, it can be difficult to show the right content at the right time to push a potential lead down the funnel so every bit of effort spent improving your conversion rate is worth it.

Website visitors who utilize site search

Here at Swiftype, we think a lot about search, so I’d like to really focus on the third customer pathway that I highlighted: when a customer decides to use your search bar. Over the past 15 years, Google’s powerful search engine has made searching second nature for many people and other leading tech companies like Amazon and Facebook are centering their products around search.

Amazon’s website prominently features search

 

Search done well is an extremely flexible and intuitive way to navigate a product or website, and it’s also a huge source of valuable data that can, among other things, signal macro trends and help companies to improve user experience.

Site search for marketing websites

As for companies that do search well on their marketing websites, let’s take a look at HubSpot’s website. HubSpot is a B2B SaaS company that builds marketing and sales software primarily for SMBs. They are well known for their effective inbound marketing strategies, and they’ve done a great job with their marketing website, including the site search feature.

HubSpot Marketing Website Homepage

 

Search Results Page

 

It’s clear that HubSpot has made sure that the experience for website visitors who want to utilize search is optimized. And for good reason.

Website visitors who perform a search are 216% more likely to convert than visitors who don’t.

Why is site search so important?

Website visitors who perform a search are 216% more likely to convert than visitors who don’t. When a visitor searches for anything on your website, it is a strong sign of intent. For one, you know they’re interested enough in your product to try and learn more and two, you know exactly what they are searching for.

When visitors utilize search on your website, you want to make sure they can easily find what they’re looking for. If they can’t, they will use Google to search your site at which point you will lose all control of your potential customer’s journey. If one of your competitors outranks you on Google for certain topics, it’s likely that your new website visitor will end up on your competitor’s website.

The benefits of great site search

Aside from helping your website visitors to find what they’re looking for, site search is also a great source of actionable data. You can use search analytics to determine:

  • Volume of search queries
  • Popular search queries
  • Queries returning no results
  • CTRs on search results

There is a LOT you can do with this information. At Swiftype, one big way we’ve seen our customers utilize search analytics is for data-driven content development. They look at what their website visitors are searching for that is returning no results, and then they create content to fill those voids.

By pinning their highest converting content to the top of the search results for relevant queries, companies can boost conversions and ultimately increase revenue.

Since the Swiftype Site Search Solution features a drag-and-drop interface for ranking results on a query-by-query basis, it’s easy for companies to make changes, and they have full control over their site search experience. The drag-and-drop interface also makes it easy for companies to optimize their search conversion rates for popular queries. By pinning their highest converting content to the top of the search results for relevant queries, companies can boost conversions and ultimately increase revenue.

Drag-and-drop interface for ranking results

 

Getting started with Swiftype Site Search

To get started with Swiftype, you just enter your website’s address and Swiftype will index your site and create your search engine in real-time. No coding is required, but developers can use the API for extra control. Swiftype can index any amount of content and new content is indexed automatically, so your search is always up-to-date.

A free trial makes trying Swiftype risk-free

Want to try out Swiftype Site Search for your website? You can sign up for a free trial here.

Want to improve your customer support experience? Think search.

Key takeaways:

  • Customer support really, really matters
  • Customers want to help themselves
  • Search can help you drive down support ticket volume
  • Search analytics help you identify gaps in your documentation
  • Customize search results through a drag-and-drop interface

Great customer support creates loyal (and profitable) customers

We all know that customer support is incredibly important. In case you’re not fully convinced, consider these stats:

  • 3 in 5 Americans would try a new brand or company for a better service experience (Source: American Express)
  • News of bad customer service reaches more than twice as many ears as praise for a good service experience (Source: White House Office of Consumer Affairs)

Furthermore, it’s much easier to do business with existing customers than new ones. According to the White House Office of Consumer Affairs, it is 6-7 times more expensive to acquire a new customer than it is to keep a current one.

So we know that keeping our customers happy is important but how should we support them? According to the HBR, 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. Customers want to be able to help themselves, but all too often, companies do not enable customers to find what they need on their own.

Customer support search

At Swiftype, we handle a wide variety of search use cases including customer support. Swiftype Customer Support Search helps companies to get the most out of their support documentation through advanced search technology.

Swiftype powers customer support search for Twilio, Lyft, SurveyMonkey, Asana, AppDynamics, Segment, PagerDuty and many others. After implementing Swiftype, support specialists from these companies spend less time answering support tickets and more time creating new documentation.

How Swiftype decreases support ticket volume

Swiftype actually helps you resolve support tickets before they happen by suggesting relevant help and documentation as your customers file support tickets. Customers are looking for immediate answers, so they’re happy to quickly find the answer they’re looking for.

Swiftype suggesting documentation

If your customer doesn’t think that the suggested documentation answers their question, they will go ahead and submit their support ticket. Over time, you will recognize trends in the support tickets that are submitted and be able to improve your documentation. As your documentation improves, customers will be able to self-service more and more.

Some of Swiftype’s other powerful features:

  • Search analytics
  • Drag-and-drop results ranking
  • Custom weighting
Swiftype Search Admin Dashboard

Data-driven customer support through search analytics

One of Swiftype’s most helpful features is search analytics. With search analytics, companies can see:

  • Overall search volume
  • Words and phrases that their customers search for most frequently
  • Queries that are returning no results

After seeing this data, companies can create content to directly address their customers’ questions that are going unanswered.

For example, Twilio noticed lots of customers were searching about session initiation protocols (SIP), but had never had time to develop in-depth content about that subject. After seeing the data, they developed an FAQ for SIP questions, and they saw the support tickets about them fall significantly.

Furthermore, Swiftype makes it really easy for companies to access their analytics by sending a weekly email with key metrics.

Drag-and-drop results ranking

Swiftype enables companies to customize search results on a query-by-query basis through a drag-and-drop results ranking tool. Whether they want to re-rank content based on trends they see in the search data or pin a new piece of content to the top of the search results, companies have complete control over their help center’s search experience.

Drag-and-drop results ranking

Custom weighting

Swiftype gives you granular control even if you’re not technical by enabling you to adjust the weights placed on each of the fields in your indexed data. With a simple slider, you can adjust the weight placed on a field and then immediately test the impact that your change has on your search engine. If you don’t like the effects of your change, you can restore the default setting with the click of a button.

Custom weighting dashboard

Getting started with Swiftype

Swiftype Customer Support Search enables companies to quickly help their customers find what they’re looking for. After implementing Swiftype, SurveyMonkey noticed that over 90% of people that visit their help center find the information they’re looking for without contacting a support specialist.

Interested in implementing Swiftype for your help center. You can sign up for a free trial here.

Want more information? Learn how about “How Asana, Twilio, SurveyMonkey and Lyft optimized their customer support centers”.

Do you use Zendesk for customer service and support tickets? Check out Swiftype for Zendesk.

Secret Search Confessions:
From an Online Shopaholic

NOTE: This has been published anonymously to protect the author’s identity.

By day, I work as an administrative assistant for a hospital. By…the rest of the day…I’m what my friends fondly call an “online shopaholic.” But I’m so much more than just an online shopper—I’m a lifestyle curator. Don’t just take my word for it! My half a million Instagram followers would probably agree.

It’s about creating a lifestyle

I get a lot of new followers every day because I take my unofficial job pretty seriously. I don’t just go to the H&M website and buy the first thing I see on the homepage. Anyone can do that! I’m all about creating a cohesive and unique look out of pieces that no one else would even think could work together. That requires a lot of digging deeper into sites, and searching for some pretty specific items of clothing.

Some days, I’ll be looking for some new athletic gear, and I can go to a website like Beyond Yoga and find whatever I want super easily. Their search is just so user friendly, and seems to know me well enough to show me what it knows I want before I have to look for it. For example, one time I wanted a new pair of leggings, but I wasn’t sure what style. I started typing in “leg” but before I got any further the search box had automatically suggested 4 pairs of awesome-looking leggings. I saw a gorgeous pair that were white and adjustable that I just had to have.

So, Beyond Yoga also has this section at the bottom called “complete the look,” which basically means they suggest other clothes that can, well, complete the look. But on the leggings I was looking at, that section was EMPTY! They had no idea what to use to complete that look.

Time to complete the look

Good thing I’m a lifestyle curator huh? Kicking into action, I jumped over to one of my go-to shops, Teespring, because they tend to have a lot of quirky and unique designs that I like to use in my casual looks. I typed in “tank,” but there’s no autocomplete function, it’s just auto suggestions, and for some reason “tank tops” is all the way at the bottom of the list. It’s okay, not everything in life is going to come easy, right? (I think I read that on a bumper sticker.)

After scrolling down to the end of the list and clicking on the “tank top” suggestion, I was horrified to find that I had to look through all of their tank tops. That’s over 24,000 results I got back! And two of the top three weren’t even tank tops! One was a t-shirt, and one was a mug! Who knows how many of those 24,000 results were actually tank tops? I tried to filter the results a little more by adding “yoga” to my search, and it helped a little, but there were still almost 2,000 results I had to sort through. Many of the results were off-topic and had nothing to do with yoga, so after clicking a few more filter checkboxes (“tank top” – but really, why would I have to filter by “tank top” when I was obviously looking for tank tops?—and “american apparel”) I ended up with seven results to choose from. None of them really fit the look I was going for, so I tried again with a different brand. There were about 50 results for Gildan, and I found a couple of designs that might have worked, but I kind of felt like I was trying too hard to force one of those tank tops to fit the leggings at this point. So I gave up on Teespring.

No time for bad search

I decided to try another one of my go-to shops: Azalea Boutique. They usually have a lot of great styles and are pretty good about organizing their looks by “moods.” I do like to browse their moods for inspo sometimes, but their “sporty” looks were just not hitting what I wanted to do with mine. It’s getting a little cooler, so I thought it would be cute to add a nice long sweater to my look. So I typed “sweater” in the search box and all these beautiful options showed up before I even hit enter. The first one looked really good: a beautiful white and black striped knit sweater, so I clicked on that. But on closer inspection it didn’t really go with the look I was curating, but they had some great suggestions right below it and one of them, the Longline Hoodie, was perfect! They basically did the work for me.

Last item: shoes. I used to love Quicksilver’s shoes, but after too many frustrating searches, I decided I needed better. My new go-to is FYFO. They’re from England, so they have different words for things. Good thing I’m a citizen of the world, so I know I’m looking for “trainers” instead of “sneakers.” Before I even finished typing the word, I found THE ones: Pineapple Mara Hi Tops. They were gorgeous, and they fit my look perfectly.

Some days are more frustrating than others, but that usually depends on how easy it is to search and use the filters for the online shops I like. If a store’s search sucks, I’m definitely not going to waste my time scrolling through thousands of items of clothes. I’m a pretty patient person, but ain’t nobody got time for that.

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Don’t risk your customers giving up on your products. Try Swiftype today.

Livin’ the Dream: Swiftype Joins Dreamforce 2017

Over the past two decades, Salesforce has become an undeniable stronghold in the Bay Area tech scene. But if there were any clear indicators of its widespread influence and fandom, it would absolutely be the behemoth of trade shows fondly know as Dreamforce.

A massive gathering of Salesforce’s customers, partners, and enthusiasts, Dreamforce is an annual culmination of thought leadership, innovation, and community all celebrating the world’s largest cloud ecosystem. It’s always the must-attend event of the year.

Still not convinced?

  • Sessions: Touting 2700+ sessions spread across all roles and industries, attendees have access to cutting-edge, up-close, information and exposure to the latest products and solutions.
  • Speakers: Not only are world-renowned leaders and Salesforce experts poised to speak on how to transform your business, hands-on training from the same experts is available to ensure user success.
  • Solutions: Finally, hundreds of Salesforce partners are showcased in the Customer Success Expo. who’ve built solutions that easily integrate with Salesforce and amplify its efficiency, productivity, and power.

Swiftype Joins the Ranks!

Swiftype is excited to sponsor Dreamforce for the first time this year. Our team will be joining the Customer Success Expo to show you first-hand how you and your team can connect your Salesforce universe and super-charge your productivity with Swiftype Enterprise Search and Site Search. Deliver AI-powered, highly-relevant results in a single search experience all without leaving your Salesforce environment.

Come join us and 170,000 of your closest friends for four days of career transformation, innovation, giving back, and community connection at the largest software conference in the world. It’s definitely going to sell out, so make sure you register now to secure your spot!

Looking to save a little $$ on your conference pass? We’ve got you! Use code D7EMSWFT when registering for your Full Conference Pass and you’ll save a quick $100!

How Asana, Twilio, and SurveyMonkey optimized their customer support centers [Infographic]

When it comes to solving issues, customers prefer self-service

Studies have shown that a majority of a company’s customers prefer to solve problems themselves rather than reaching out to a representative. For this reason, customer support search is incredibly important to help those individuals find the information they’re looking for.

Better customer support through search

Asana, Twilio, and SurveyMonkey have all invested heavily in creating high-quality support content. To ensure this content is easily accessible, these companies leverage advanced search technology that provides relevant results to their customers and actionable analytics for them.

Asana, Twilio, and SurveyMonkey have been successful with focusing their help centers around search. To highlight some of the key strategies they’ve used, we created this Customer Support Search infographic.

 

Get Started with Swiftype

Want to try Swiftype Customer Support Search for yourself? You can learn more on our website or sign up for a free trial.

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