Customer profile

Agile Switch (Beijing Heartbeat Technology Co., LTD.), founded in 2021, is the first enterprise software function management platform in China. It is committed to improving the speed of product delivery, reducing the risk of release, and enabling the entire team to better deliver, manage and control product features. Help companies truly achieve continuous innovation, lean entrepreneurship, immediate trial and error and get feedback, and improve GTM success rates.

Business needs and challenges

1. Quickly set up a user-friendly, professional help center

Previously, the help documents were relatively simple and did not support search and video. As the commercialization of agile switches progresses, there is an urgent need for a friendly and easy-to-use help document to provide a better user experience.

However, the existing production and research resources are concentrated in new product development, unable to support the upgrading of help document capabilities, and the self-research output ratio is not cost-effective.

2. The product document update process is complex

Product features iterate quickly and documentation is kept up to date. However, the existing document tool Docusaurus needs internal operations to learn to use Markdown, and then waits for programmers to merge and publish, which requires high ability of internal operations personnel and complicated processes.

Solution and capability enhancement

1. Professional UI design to help the center experience more friendly and easy to use

Magic sound intelligent home page editing function, support customer UI customization, create a document interface consistent with the official website design style, improve the professional image of help documents; The document layout is clear and the experience is friendly.

Bonus: The Agile Switch Help document before using the Magic Sound VS the Agile Switch product user manual after using the Magic sound

2. Accurate search to help users find answers faster

Global search, and support video content search, unique search text can locate relevant video clips, to help users find better and faster solutions.

3. Powerful and easy to use document editing, so that business personnel can easily get started

The document editing function of the video Help center is as easy and lightweight as flying books, and supports Markdown, Word, PDF and other document formats. An operational staff of Agile Switch completed the migration of 40 articles and 800,000 words of historical documents within one working day; And support cross-team collaboration to accelerate creation.

4. Publish in real time to ensure that documents keep pace with product updates

No need to use R & D resources, wait for R & D schedule, customer service staff can edit and publish in real time.

5. Support to insert video, intuitive display of product operation

Video can also be transcribed in real time, more convenient for users to watch; In addition, it can also combine magic sound intelligent recording products, record product videos with one click, and upload videos to the help center.

6. Detailed data analysis Kanban to understand the real business value of the help center

Traditional documentation tools lack data analysis, and customer service personnel have no way to know whether the content they produce is truly solving user problems and generating real business value.

Magic sound intelligent rich data background and user feedback content collection function, real-time monitoring of user visits, reading time, search analysis, failure keywords, feedback content, etc., to help business personnel optimize the content of the document at any time, truly enable the help center to empower users and solve user problems.

(This is a schematic diagram and does not involve real customer data)

It is imperative for the new generation of SaaS companies to reduce service costs and help document upgrades

The domestic SaaS industry is facing challenges such as high service pressure, complex product functions and scenarios, and how to let users learn products faster and use products better.

Agile Switch as a new generation of SaaS company, the founding team adheres to the concept of "product driven growth", attaches great importance to user experience at the beginning of the business, and focuses on serving customers' independent learning and use needs. With the help of the magic voice intelligent "Video Help center" SaaS product, to help users create a friendly, easy-to-use self-inquiry, learning platform, further enhance user satisfaction.

"Compared with gitbook, Talk-Bird, Flybook Docs, docusaurus, mkdocs, Magic is the only help center that meets our needs for continuous delivery and innovation, thousands of people, cross-team collaboration, lean entrepreneurship." -- Hu Bo, CEO of Agile Switch.

At present, Magic Voice intelligence has been serving many SaaS benchmark customers such as Moka. For the enterprise service companies that need standardized and large-scale services, the customer service staff is short of manpower and low efficiency in the face of a large number of user problems. The video Help Center SaaS product of Magic Voice Intelligence is a rich and functional help center for customer service personnel, allowing users to quickly and easily query or learn product knowledge, thereby improving users' independent service ability and reducing service costs.

In the future, Magic Voice Intelligence will continue to expand product capabilities, and welcome more SaaS companies to cooperate with each other to jointly cultivate users' independent service habits and reduce service costs.