Case Study: Kantata achieves 72% average Clicks-to-Total Searches with SearchUnify

How Kantata Metamorphosed its Zendesk Guide KB into a One-Stop Knowledge Shop with SearchUnify

Kantata, a professional services software company headquartered in Irvine, California, faced a content findability challenge: help articles lived across Zendesk Guide, a Salesforce community, and the company website with inconsistent metadata, making it hard for customers and agents to find answers in one place and increasing undeflected support tickets. To fix this, Kantata partnered with SearchUnify and its unified cognitive platform to bring relevant knowledge together inside Zendesk Guide.

SearchUnify created a unified index, personalized search results by user type and behavior, and added faceted filtering to surface the most relevant content from the KB, community, and site. As a result, Kantata saw substantially improved engagement and self-service — achieving an average Clicks to Total Searches rate of 72.11% from June 2021 to March 2022 — higher conversions and reduced pressure on support through better knowledge discovery.

Kantata