The team launched Fusion-powered search on Lenovo.com mid-year 2017. 2018, the first year all search traffic passed through Fusion, saw annual revenue contribution through search increase by 95%. On Lenovo’s customer support site, clickthrough rates and bounce rates have shown dramatic improvement with Fusion, proving that customers are more quickly finding the content they’re looking for.
More recently, Lenovo has implemented Fusion signals to track user behaviors like click, add to cart, and purchase. Combining these user signals with machine learning, the search team was able to automate search result ranking for the vast amount of data in their knowledgebase. Relevancy, measured by how often customers click on the first result versus any subsequent result, has improved by over 55% in the span of just a few months since launching signals.
“We don’t have to go in and validate that results are good, our customers are telling us the results are good. We’ve had some dramatic growth. The results that we’ve had with Fusion are nothing short of astounding,” says Desormeau.