Today we’re announcing the addition of Federated Search functionality with Vanilla, which puts Community at the center of your customer experience by bringing customer-facing systems together such as knowledge base articles, learning management courses, blog posts and more, into one central hub.
B2B and B2C brands often have a handful of customer-facing systems such as KB for documentation, LMS for training, blogs to share updates, and much more... all with the same goal of making sure your customers are successful.
When these resources are scattered across multiple places, you risk usage going down when people can’t remember where they should go for what content. This can create a frustrating experience for organizations that are dedicated to customer success and increasing retention.
Adding Federated Search to Vanilla allows you to place Community at the center of your customer journey. The result is one location for customers to go to find information, regardless of where it lives, reducing the risk of frustration and improving the overall customer experience.
We’ll be adding support for various Search Connectors over the coming weeks and months – the first one being Zendesk Guide Knowledge Base, which is hitting Vanilla staging sites on March 22nd!
Vanilla Search Connector: Zendesk Guide
The first Search Connector we’re releasing is for Zendesk Guide, which is Zendesk’s Knowledge Base/Help Center product.
When you configure the Zendesk Search Connector you’ll be able to pull Guide articles into Vanilla’s search results.
The most relevant results appear in real time when a user is searching
Each connector has a dedicated tab on the search results page so users can filter by “Zendesk Help”
Search analytics will be available in the analytics dashboard, so you can see what the most popular search results are, regardless of which platform hosts the results
Learn More & Get Started
The Zendesk Search connector is coming to your staging sites starting March 22nd with analytics to follow, so keep an eye on the Vanilla Success Community for release notes and documentation on how to get set up.
Federated Search with Zendesk Guide is just the beginning. We are already working on additional Federated Search Connectors so stay tuned for more announcements and more ways you can keep Community at the center of your customer journey.