Zero-result queries: finding them, fixing them

From building and improving search on Google.com, my fellow engineers and I have learned a lot about how people search and why factors such as stemming, spelling, and synonyms are so important, even in the context of our business tools.

One of our first and most important observations was that returning zero results for a search query is one of the fastest ways to frustrate visitors – and lose potential customers. Shoppers who have made it to your site and searched for a product or category have expressed clear interest in buying from you, and returning no results is akin to accidentally forgetting to turn around the "Closed" sign on your storefront door in the morning!

Fortunately, retailers do have tools available to avoid this pitfall: automatic stemming, spell-checker, and synonym dictionaries can help ensure that customers find related or similar products on your site, even if they don't type in the exact product name or description text.

Like Google.com, Google Commerce Search has always arrived "out of the box" with the best automatic stemming, spelling, and synonym technology available. Starting today, it's become even easier for retailers with unusual or distinct product catalogs to upload and manage custom synonym dictionaries.

Now retailers who choose to enable advanced synonym options can simply add sets of synonyms specific to their product lines and can also trigger search expansion, so that the query as typed automatically triggers results for synonymous products.

Google already has a large body of synonym data for general search terms, and since Google Commerce Search lets you harness many of the search features of Google.com, you shouldn't bother replicating the work. Instead, focus on adding synonyms for queries specific to your product line or online store.

It's easy for search engine administrators to add synonyms to their accounts. Simply log into the control panel and add or delete search terms you want to trigger the synonym expansion. Or, if you have a large number of terms to add, you can create an XML file and quickly upload that to your account.

We hope you'll join us on our quest to end unnecessary zero result queries!

Posted by Tianyu Wen, Software Engineer

"Search" for us at SES New York!

If your company runs a website, you already know the importance of search engine marketing and optimization. But are you confident that your website is providing the very best user experience possible? If you haven't added or improved your search function yet, you could be missing out on conversions, sales, and repeat visits.

Next week, we're hitting the road to help spread the message about Google Commerce Search and Google Site Search. Visit us at Search Engine Strategies New York, held March 22 to 26th at the Hilton New York. Stop by the Google booth (#1007) to ask questions and learn how to bring visitors to your site, optimize their experience, and convert them into loyal customers.

On Thursday, don't miss our lunch session on Increasing Conversions with Google Site Search Solutions. Nitin Mangtani, Senior Product Manager on Google Enterprise, will explain how improving your site's search engine – whether you run an e-commerce or any other type of site – is key to stretching your SEM dollars and converting each and every visitor.

We'll have a few fun Google schwag giveaways too, so we hope that you'll join us. All conference registrants are welcome and no additional sign-up is needed.

Hope to see you next week in the Big Apple!

Posted by Anna Bishop, Google Enterprise Search team

How search can add real ROI to eCommerce websites

Although it "makes sense" that good search can increase website ROI, especially for eCommerce websites, it's important to back that intuition with quantifiable data supporting the value of online research search. Thanks to recent research from Market Strategy Group, the evidence is in.

Market Strategy Group's new white paper, titled "Search for Revenue: Leveraging Powerful Search to Boost eTail Sales" shares a range of data indicating how adding or improving search capability on eTail sites can significantly raise revenues. The study covers why site search is more important today than ever before, and delves into the potential ROI companies can achieve by having advanced search on their eCommerce sites.

We're sharing firsthand perspecitves on that value in an upcoming webinar hosted by eCommerce specialists MultiChannel Merchant:

Search: adding real ROI to eCommerce websites
Wednesday, February 3, 2010
1:00 p.m. EST / 10:00 a.m. PST

During this hour-long webinar, you'll hear from:

• Leslie Bacon, Group Publisher at Penton Marketing Media Group, delivering insights on the online channel and how Multichannel Merchant is addressing the shift towards online sales
• Joyce Wu, Partner at Market Strategy Group, covering their recent white paper, Search for Revenue: Leveraging Powerful Search to Boost eTail Sales
• Vijay Koduri, Product Marketing Manager at Google Enterprise, discussing how Google Commerce Search addresses the problems of e-commerce site search speed and relevancy

All three speakers will answer audience questions as part of this event.

Register here. We hope you'll join us to get the facts on how effective search boosts results for online retailers.

Posted by Ashley Gorringe, Enterprise Search team

Looking "under the hood" of Google Commerce Search: a technical webinar for agencies and partners

How can e-retailers surface product information and a vast number of product attributes for shoppers without sacrificing speed or relevance? In November, Google's enterprise search team launched a new website search option designed specifically for online retailers: Google Commerce Search. Since then, we've heard from many agencies, partners, and solution providers who wanted to learn more about the development and technical features of the product, because website search can present unique issues for online retailers.

If you're looking to dive a bit deeper into the technical side of Google Commerce Search, join us for a behind-the-scenes look in an interactive webinar in which Google's search product managers and engineers will review how Google Commerce Search works, address implementation and administrative questions, and discuss key product capabilities.

Google Commerce Search "Under the Hood"
Monday, February 1, 2010
1:00 p.m. EST / 10:00 a.m. PST

This webinar will include a question and answer session. We hope you'll join us for this informative online event.

Posted by Anna Bishop, Google Enterprise Search team

"Check out" Google Commerce Search at NRF's BIG Show

The holidays may still be wrapping up, but retailers around the globe are already thinking about the coming year. While final numbers for the 2009 holiday season are being tallied, early estimates suggest growth in e-commerce sales, which grew 15.5% over the 2008 holiday season – quite a contrast compared to 3.6% growth for the overall retail industry (see MasterCard Advisors Spending Pulse, reported in Wall Street Journal, December 28, 2009).

Here at Google, we're looking closely at how Google Commerce Search, our recently-launched retail-specific website search service, can help online retailers use search to improve the online shopping experience.

Next week, visit Google Enterprise at the National Retail Federation's BIG Show, held in New York, New York from January 10 – 13. If your organization plans to attend the show, be sure to visit Google in Booth #365, and in the adjacent Cyber Lounge, to learn how tools such as Google Commerce Search, the Local Business Center, and the Google Maps API can help you build a strong 2010.

Posted by Anna Bishop, Google Enterprise Search team

Search Appliance gets real-time: Twitter feeds now available on the GSA

Real-time information is becoming an increasingly important part of searching online – both for business and consumer search users. Yesterday we announced the launch of real-time results on Google.com, and today we're announcing that the Google Search Appliance (GSA) can show users tweets from Twitter next to their internal Search Appliance results.

Social information is important for businesses: employees searching for information needed to do their jobs benefit from real-time news too. They might be developing a new breakfast cereal, or designing a marketing plan for a clothing line, or writing strategy report for a political campaign. In all of these cases, understanding what is being said just as Twitter users are saying it can be invaluable.

Google’s focus is to provide the most relevant search results to users. In the case of the GSA, this means accessing information from multiple sources, aka universal search. To this end, we already offer a feature called Related Web Results, which allows employees to view results from Google.com alongside corporate search results.

Customers have told us that placing web results next to intranet ones often allows employees to think differently about a particular topic and approach it in new ways. By integrating enterprise search with more of the information that exists in the cloud, like tweets, employees can more easily leverage the wisdom of the crowd.

To turn the Twitter box on in GSA results, follow the instructions provided here. It should take no more than 15 minutes to get up and running. It can be enabled for only some users, all users, or set up so users can choose themselves whether they want to see the Twitter results by using a keyword trigger (like 'twitter'). Integration info and how-tos for this feature can be found here, and happy realtime reading.

Posted by Cyrus Mistry, Product Manager, Google Enterprise Search

Search in Google Docs gets more personalized with new relevance, stemming, and synonyms

Finding your business information within Google Docs should be as easy as finding information on google.com. To meet that goal, over the next few days, we will be enabling new search features in Google Docs that provides better relevancy as well support for stemming and synonyms.

Sort by relevance. The first change is the addition of relevance ranking in Docs search results. Until now, when you searched for a document, spreadsheet, or presentation, results were sorted by "last modified" date.

Now, search in Google Docs will look at various "signals", including whether you've authored a document, whether they've been explicitly shared with you, and other factors to present the most relevant items at the top of your results list. This personalization improves search across shared files, and each user gets the results that are most relevant for them.

Adding to this personalized approach, we've also added a new menu on the right side of the toolbar to let you view, and fine-tune, your search results by "Relevance," "Starred," or "Last Modified" results.

Stemming and synonyms. Search in Google Docs now also includes automatic stemming and synonyms, so that your results are good even if your typing is off. If you search for "meeting note," results will include a few variations of those words, including "meeting notes" (which is what you probably meant to type).

Posted by Balazs Racz and Liviu Panait, Software Engineers, Google Apps Search