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Customer profile
Moka (Beijing Sirias Technology Co., LTD.), founded in 2015, is an enterprise-level HR SaaS service provider, committed to intelligent means to drive the upgrading of enterprise talent strategy, for enterprises to solve the talent management needs in multiple scenarios. Moka is one of the fastest growing HR SaaS service providers in China. As of 2020, Moka has served more than 1,000 customers including McDonald's, Xiaomi, Watsons, China Pacific Insurance and Job Bang, and its business covers many fields such as Internet, retail, education and finance.
Business requirement
With the increasing number of customers, there is an urgent need to standardize and scale customer service, how to solve the external user experience and internal human effectiveness, the customer success department faces this dual challenge. It is necessary to establish a friendly and easy-to-use user center to facilitate users to quickly find answers to questions, improve users' self-service and learning ability, and reduce the pressure of service personnel.
Pain point
The existing production and research resources can not support, build a new user center;
There is a lot of content accumulated, and the form is different, how to quickly migrate to the new platform;
The number of team members is large, and involves products, after-sales and other departments, how to cooperate efficiently;
How to evaluate the quality of user center content and whether it solves user problems.
Solution and capability enhancement
Powerful, easy-to-use SaaS backend to quickly establish a new user center
Support UI modification, document editing, cross-team collaboration, etc., without the aid of R & D resources, waiting for R & D schedule, business personnel to edit, their own real-time release; Multi-authority and multi-role management, better division of rights; And operation records, one-key query, can be restored at any time.
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. 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)
Customer evaluation
"Magic Sound intelligence is a product that I have experienced that is very suitable for customers in terms of product functions and supporting services." In particular, the service, from the contact person to the production and research institute, can respond to and solve the customer's demands at the first time." -- Moka Customer Service Manager.
