Businesses that fail to provide effective ecommerce tools – including site search – risk a loss of sales to competitors. There is often a disconnect between those who maintain site search and those who understand customer needs and behaviour. This article describes a ‘measurement, experiment, repeat’ approach and introduces a suite of open source tools (‘Chorus’) that supports rapid experimentation and implementation and which gives control of site search back to search teams.
This article explores the key roles and skills required in an effective in-house search team. The key roles to cover include search relevance strategist, search relevance engineer, data analyst/scientist, content owner, metadata owner. Several approaches to skills development are outlined, including external partnering. Your ultimate goal is to build your organisational capability so that your search function is owned and managed in-house.