I. Customer profile

NetEase Cloud Business is an integrated service marketing platform under NetEase Intelligent Enterprise. By opening up online and offline service touch points of enterprises, NetEase Cloud business helps enterprises to gain insight into the market and consumers, realize automated marketing and fine customer operations, improve user experience with intelligent quality services, constantly consolidate and enhance the relationship between enterprises and consumers, and ultimately help enterprises to grow.

Second, customer needs & pain points

In order to better serve customers, help customers find better solutions, and reduce the pressure of customer service and after-sales service, and set up a help center. The initial help center is a static page, pure text based, each update requires the production and research team to develop online. With more and more channels for customers to contact information, the previous help center graphic support and video support are not in place, and the customer experience is poor. At the same time, the company's products have many business lines, strong differentiation for people and scenes, and the static help center page can not meet the differentiated services for different people. 

Third, magic sound intelligent enterprise knowledge base management system solution

In order to solve the problem of insufficient support for graphics and videos in the help center, cumbersome content update operations, and differentiated services for different user groups, NetEase Cloud business has chosen magic Voice Intelligence among many suppliers. The core requirements of the help center can cover more than 80%, and the system design is easy to use and operability are excellent.

Several recognized features:

1. Flexible video editing ability

Select the developed text content, you can realize the express clip of the video. Upload videos or record videos in the background, automatically generate text content that can be clipped based on video voice, select and manipulate the text content to copy, cut, paste, etc., and synchronize video playback frames. The cost of use is extremely low, and excessive pauses and meaningless content in self-recorded videos can be quickly optimized and deleted.

2. Generate subtitles intelligently

After a video is uploaded or recorded in the background of the system, the system can automatically generate subtitles, and you can quickly delete and add subtitles by manipulating subtitles. In just 10 minutes, video subtitles can be accurately matched and adjusted.

3, multi-version function

The same background can manage multiple sets of versions, the common content only needs to be saved in the main version, the main version document is updated, the sub-version only needs to be synchronized with one key to achieve content update. Differentiated services for different customers and different groups say goodbye to complex development links.

4. Data Kanban

The system provides data statistics report function, users browse data overview, as well as search keyword data and detailed data of various documents and videos of the system, data can penetrate to view details. Automatic clustering and sorting customer feedback common problems at a glance, common problems automatic clustering, automatic extraction of problem labels for product experience optimization to provide a basis.

4. Customer evaluation

The address of the project: https://waimao.163.com/helpCenter

"The magic sound is too easy to use, the page is also very good and comfortable, absolutely easy to use, you can save more than half the effort in helping document management, much easier than we were before." It's all about convenience and purpose." -- Head of customer service