Case Study: Zuora achieves faster, more relevant community search and increased engagement with SearchUnify

Zuora Redefines Discovery and Elevates Engagement on its Online Community with SearchUnify

Zuora, a San Mateo–based enterprise SaaS provider, faced a broken community search experience: the federated search returned a rigid set of five results per source so top-10 relevance was scattered, there was no faceting or filtering, results could take up to 30 seconds or fail to display, mobile/tablet UX was poor, and there was no back-end intelligence for personalization. To address this, Zuora engaged SearchUnify to deploy AI-powered Search on its Lithium Community, indexing content across MindTouch, Lithium, and Swagger.

SearchUnify implemented its AI-driven enterprise search to unify multiple content sources, deliver syntax-aware and personalized results, and surface real-time analytics for content performance and gaps. As a result, Zuora achieved faster, more relevant results with contextual suggestions, improved customer satisfaction and higher engagement across its knowledge platforms, and gained measurable insights via SearchUnify’s admin dashboard to inform ongoing content improvements.

Zuora

Lana Lee

Senior Community Manager & Strategist