I. Customer profile

Gull EEO was established in 2014. It is committed to using technology to "promote educational progress", helping teachers around the world to "cultivate independent and self-disciplined learners", and becoming a popular educational technology enterprise for teachers and students. As of 2021, the company has nearly 1,000 employees, more than 60% of which are technology research and development, and 100% of employees love and respect education. EEO has a wide range of high-quality educational technology products such as ClassIn, TeacherIn and NOBOOK.

Second, customer needs & pain points

1. ClassIn has a large number of users and fast product update and iteration. At present, the company uses a pure static help center with low online efficiency, which cannot cover the differentiated service needs of a large number of customers.

2. Winged Gout education service customers involve a large number of overseas customers, and the help documents need different versions in multiple languages, and the maintenance cost is high.

3. Serving customers requires a large amount of video content, and the help document needs to insert a large number of third-party attachments, providing users with download operations, and the efficiency of updating attachments on static pages is low.

4. Currently, the help center documents lack data feedback function, hot issues, search analysis, user feedback, etc., and can not optimize products and services based on customers' common problems. 

Third, magic sound intelligent enterprise knowledge base management system solution

Magic Sound intelligent knowledge management system can not only help enterprises quickly build knowledge base, realize the effective management and storage of all kinds of knowledge of enterprises, realize the accumulation of enterprise knowledge, provide more learning materials and communication platforms for enterprise employees and external customers, but also realize the construction of all archive knowledge base such as personal documents, project documents, Internet documents, and unit files. Enable enterprises to realize the benefits of capture, categorize, authorize, share, and quickly manage.

1, out-of-the-box knowledge base management system:

No development, cost savings, support site style customization. Support keyword search analysis, understand the common problems of customers. Bid farewell to the enterprise's production and research resources, and help the center's content update be published in real time and synchronized to the official website page.

2, powerful search function

Global search: Keyword based search to help users find answers faster

Video search support: Support video content search, unique search text can locate related video clips

3. Embedding function:

The documents of the magic sound intelligent document management system can also be embedded in the official website of the enterprise, products, or customer service systems, such as when visitors visit the enterprise products or services, the relevant content of the document system is directly displayed.

4. Unified management of multiple language versions:

Only need to maintain a Chinese main version, multi-language version automatic translation generation, support manual refinement and version comparison, there is no difference between different versions, support home page content and video content one-click translation.

5. Data statistics and analysis:

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

Project address: https://help.eeo.cn/

";Before there was a magic voice, I copied, pasted, and modified documents again and again. After using the magic voice, the rate of processing documents is much higher, and the product built-in help support function is very convenient. The background data board is also very neat to use." -- Head of customer service at Winged Gull Education