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Searchanise servers were down for one hour on BLACK FRIDAY, meaning zero products were visible on my store leading to many thousands in lost revenue. Good going guys!
Hello,
We are extremely sorry to see our recent issue affected your store and your sales, especially on Black Friday. As we see, it was fixed by our developers within an hour. Nevertheless, we have carefully examined the situation. It appears that we had a partial degradation of our search functionality which affected 7-10% of our clients. When it comes to the Overall uptime of our search, this year it was 99,975%.
Additionally, we’d like to note that when our search is not available, the Shopify default search should be active instead. When it comes to our Filters on collections feature, we currently have a so-called fallback mechanism for that: when our widget doesn’t load on a collection, a redirect to the default Search results page happens where your customers can see products found for the query of the collection title. E.g. if a collection is called Dior, your customers will be redirected to the Search results page with all the products found for the ‘Dior’ search term. In case this mechanism didn’t work for you during our issue, please let us know - we will gladly investigate it.
Still, we understand that you happened to be one of the clients affected by this issue. Therefore, we'd like to let you know that our development team already made significant improvements to our system by expanding our server resources. We also have more plans for improvement. For instance, we're considering options for making our monitoring system more advanced. It will be a complex task and we're ready to give it our time and attention so any potential issues are detected and fixed faster.
As we see, you remained our customer. Thank you for your trust! We will do all we can to make our service better for you. If you still have any questions regarding this whole situation or anything else, feel free to contact us at feedback@searchanise.io.
Best wishes,
Searchanise team
Customer support is pretty good, from having a full demo to raising support tickets they are really kind and helpful, congrats team Searchanise.
Thank you for your feedback! We're glad to hear that our support team left a positive impression. Your kind words mean a lot to us, and we’ll be sure to share them with the team.
Best wishes,
Searchanise team
We would recommend this app. Better end-user GUI and flexibility than similar apps.
Thank you for your recommendation! We're delighted to hear that you appreciate the user-friendly interface and flexibility of our app. If you ever need any assistance or have suggestions for improvement, feel free to reach out!
Best wishes,
Searchanise team
Good support, in live chat (on official searchanise website)
We appreciate your feedback! Glad to hear you had a good experience with our live chat support. Let us know if you ever need further assistance!
Best wishes,
Searchanise team
I love the app and very good customer service
Thank you for your kind review! We're thrilled to see you're enjoying Searchanise. We will make sure to keep it up!
Feel free to contact us at feedback@searchanise.io with any questions.
Best wishes,
Searchanise team
Great app, very responsive and helpful support, highly recommended!
Thank you for your wonderful feedback! We're glad to hear you're enjoying the app and that our support team has been helpful. Your recommendation means a lot to us, and we're here to assist you whenever needed.
Best regards,
Searchanise team
Quick and helpful response.
Thank you for your kind words! We're glad we could assist you quickly. Let us know if you ever need anything else!
Best wishes,
Searchanise team
It's a great app with many features. The filter tree is very helpful ad customizable. The app is great for improving your store's UI. The support team is highly responsive and are great at figuring out what you need.
Thank you for sharing your experience! We're delighted to hear that you're enjoying the app. It's great to know that our app is enhancing your store's UI and that our support team has been responsive and helpful in addressing your needs.
If you ever need further assistance or have more questions, don't hesitate to reach out. We're always here to help!
Best regards,
Searchanise Team
Great app!!!! The searchanise support team are so quick and helpful.
Thank you for the kind words! We're thrilled to hear that you had a positive experience with our support team. If you ever need any further assistance, don't hesitate to reach out.
Best regards,
Searchanise team
The Searchanise.io customer service team is excellent. They successfully made the changes we couldn't implement on the front end. Although there might be a bit of a learning curve, the Searchanise team is always ready to help if you reach out. Overall, it's a great app, and we would recommend it.
Thank you for the great feedback! We’re thrilled to hear that our team was able to assist with the changes you needed. We understand that there can be a learning curve, but we’re always here to help you along the way. We appreciate your recommendation and look forward to continuing to support you!
Best regards,
Searchanise team