Customer profile

Yunbat Intelligence (Nanjing Starbat Technology Co., LTD.), founded in 2018, is a leading SalesTech explorer in China. It is committed to providing enterprises with SAAS products that effectively combine CRM and AICC intelligent customer contact center. By 2022, Yunba Intelligence has won wide market recognition, and its customers cover more than 3,000 customers in many industries such as real estate, automobile, decoration, finance, and Internet, and have excellent performance in customer service labor cost savings, reception efficiency improvement, and customer satisfaction improvement.

Business pain points and needs

• The content is scattered everywhere, which can not form an effective matrix knowledge system;

Cloud bat intelligence has a lot of content accumulation, but the previous upgrade log in the graphite document, the user manual is a Word

Documents and a large number of other solution data are placed in the enterprise microdisk, making the content scattered everywhere and more fragmented; Although the team has been aware of it for a long time, there is no time to organize it, and even the knowledge base in the hands of everyone in the department is not uniform.

• A customer service team of 15 people, at the same time serving 3400 enterprises, thousands of enterprise wechat service groups, in the face of tens of thousands of times a day, how can we serve customers and users at the same time?

As the emerging dark horse of SaaS companies, Cloud Bat Intelligence has always attached great importance to service experience. Even if the number of customers is increasing, it is necessary to ensure that the first time and timely and efficient response to customer questions.

Solution and capability enhancement

During the period, Yunbat Intelligent began to find solutions, such as third-party document management tools such as Sparrow, but found that in terms of home page design, search, video support, data analysis, services, etc., it could not meet the needs of professional help centers. In the end, relying on the expertise of the overall solution, Yunbat Intelligent chose the video help center product of Magic Sound Intelligent.

Powerful content migration capability to help quickly build a unified knowledge base

No need to copy and paste again, magic voice intelligent support one-click import of multiple graphic documents, including Markdown, PDF, Word and other formats; It can also support the simultaneous migration of three documents such as language finch. With the powerful historical content migration ability of magic sound intelligence, Cloud Bat intelligence completed hundreds of historical documents, pictures, videos, etc., hundreds of thousands of words of content migration and construction optimization within a week;

At the same time, the data analysis center of Magic Voice intelligence can see the frequency of use, the number of views, and the high rate of document viewing of the entire help center, and cloud Bat intelligence can optimize the help center accordingly.

After the knowledge system is built, Yunbat intelligence can integrate the output of the knowledge matrix through a large number of channel systems such as video numbers. In this way, in some form, Cloud Bat intelligent CSM also undertook some work such as re-purchase, increase purchase, referral and so on, from a cost center to a growth center.

Rich and practical content center to help efficiently serve customers

How to build a help center that is rich in content and actually generates business value? In the process of reconstructing the video help center, Cloud Bat Intelligence also has its own business thinking.

First of all, Yunbat Intelligent not only as a simple help center, in addition to the function list, delivery process, but also including product advantages, etc., to undertake a certain sales link;

Secondly, in the content module setting, not according to the product module arrangement distribution, but according to the action process to layout. The cloud Bat intelligent product itself is a CRM+ customer contact system, with relatively complex scenes and more functional menus. In particular, there are a lot of detailed functions involved, such as some process canvases.

"We follow the concept of" growth hacker ", how to let users enter the next flow state, and gradually complete the entire site configuration like a monster, such as how to do the initial configuration of the new user access system, and what is the next setting after initialization. Instead of opening a manual and reading the whole thing, it's easy to get lost." Wei Jiaxing, CEO of cloud Bat Intelligence.

Under this design concept, the entire help center is built based on actions, from initialization -- basic configuration -- chatbot creation -- pre-call setup -- CRM-ISV partner requirements -- quality inspection, to form a "customer problem" oriented help center.

At the same time, the update log and so on are placed on the home page Settings, and the Settings of these sections are not a simple content list, cloud bat intelligence also has its own business thinking. For example, the update log lets users feel that Cloud Bat is updating product features at any time, such as it can visually see that it has updated four versions within 21 days.

Enterprise wechat group + video help center greatly reduce customer service communication costs

After completing the migration of historical documents and the construction of new content optimization, Yunbat Intelligence began to gradually put into use the content-rich knowledge base. Cloud Bat intelligence now uses the enterprise wechat + help center to serve customers, when it encounters repeated and standardized use problems, it can directly issue the magic sound knowledge base link to the enterprise micro customer service group.

In addition, users will gradually get used to searching in the system of magic sound knowledge base, reducing the cost of customer service communication step by step. The data also reflects the gradual increase in the use and usage of cloud Bat intelligent help center.

Cloud Bat intelligence plans to gradually turn this SaaS service into a text customer service logic similar to Taobao, in the form of "Chatbot+ people + knowledge center "to complete the entire business flow.

"Great Video Help Center, we put up API documentation, video tutorials and help Center and best practices in a week, which quickly saved our team and customer communication costs, and digitized our CSM, which quickly made us a heavy user of Magic Voice!" Wei Jiaxing, CEO of Cloud Bat Intelligence, said.