Case Study: SurveyMonkey achieves better help center search control and case deflection with Swiftype

SurveyMonkey - Customer Case Study

SurveyMonkey, the online survey platform, needed better control over search in its global help center, which serves millions of customers in 12 languages. Its native search was slow to reflect content updates and gave the support team little control over what results appeared, making it hard to deflect cases and guide users to the right help content. SurveyMonkey turned to Swiftype for a more customizable, multilingual search solution.

Swiftype implemented 12 separate search engines—one for each international audience—along with tools like Custom Result Ranking, Weights, and Synonyms to fine-tune search results in real time. SurveyMonkey also used Swiftype analytics to identify top searches and no-result queries, helping shape content strategy. As a result, the support team gained full control over search, could update results instantly, and improved customers’ ability to find relevant help quickly.

SurveyMonkey

Deanna Horton

Content Manager