Udesk helps enterprises improve customer service quality and achieve business growth through omnichannel communication, AI automation, data analysis, and other functions. Its flexibility and scalability meet the needs of different enterprises, integrating tools such as CRM and text voice robots to improve operational efficiency, ensure data security and compliance, and enhance international competitiveness. Understand how Udesk can help businesses improve customer service quality and achieve business growth by highlighting its features, application value, and advantages in integration.

In today's increasingly fierce global competition, the challenge faced by overseas enterprises is not only the localization of products and services, but also how to efficiently and seamlessly manage customer service needs from all over the world. However, in practical work, enterprise customer service teams often encounter various difficulties as shown below. These issues not only easily affect the quality and efficiency of customer service, but may also lead to customer churn and damage to brand image: difficult integration of customer communication through different channels, scattered information, resulting in team fatigue and low service efficiency? The large number of consultation work orders and high repetition of questions not only waste a lot of time and manpower, but also lead to a decrease in customer satisfaction? Lack of effective data analysis methods, inability to clearly collect and understand customer information and needs, difficulty in performance quantification and process optimization? Is it difficult to achieve multilingual and multi time zone support for global customers, and service quality cannot be guaranteed? Faced with the above challenges, how can enterprises improve service efficiency while reducing operating costs and providing customers with high-quality global service experiences?

As a leading customer service and sales support platform, Udesk is favored by many enterprises worldwide for its flexibility, scalability, and versatility. Today, we will introduce how Udesk can help businesses improve customer service quality and achieve business growth by highlighting some of its key features, application value, and advantages in integration.

To this end, Udesk provides a solution that combines omnichannel and text robots. Text robots can meet various business scenarios such as pre-sales customer acquisition, in sales consulting, and after-sales service for enterprises, and retain every business opportunity. Omnichannel visitor access ensures uninterrupted service.

-AI text robots are integrated with official websites, official WeChat accounts, mini programs, enterprise WeChat accounts, etc. to respond to customer needs from different channels

-Support rich media communication such as text, images, emojis, and product cards

-7 * 24-hour on duty, 24/7 uninterrupted service, ensuring customers' consultation and service experience anytime, anywhere

Omnichannel real-time communication and instant chat

Udesk's Live Chat feature provides enterprises with an omnichannel and all-round real-time communication platform. It supports multiple channels such as web pages, mobile applications, social media, and SMS, allowing businesses to interact with customers anytime, anywhere and solve customer problems.

Continuous conversation: No matter which device or channel the customer switches to, the conversation can seamlessly connect without interruption.

Chatbot: Automatically handles common problems, provides instant assistance, and reduces the workload of customer service personnel.

Intelligent response: Utilizing AI to preview customer typing content in advance and provide accurate answers quickly.

Text Robot Solution

The team is composed of senior algorithm researchers from Baidu, Microsoft, 360, and the Chinese Academy of Sciences. The core team has over 8 years of experience in designing intelligent dialogue systems. Using an engine centered around the original heart model, the more you use it, the smarter it becomes, learning through interaction and customizing it for the customer service field. This includes four major sections: production robots, knowledge base operations, seat assistance, and data analysis.

Udesk operates text robots to solve the unified management of product information, precise parameter queries, and real-time acquisition of sample data for multiple well-known enterprises. In the process of cooperating with Schneider Electric, a structured database is used to manage all product models and parameters, which are synchronized with the business system through API interfaces. Detailed product parameters are directly queried through the database, making it convenient, fast, and easy to maintain. By using task-based dialogue, the webhook can be integrated with the business system to efficiently retrieve sample information and product manuals in real-time. The following effects were ultimately achieved:

High interception rate, relieving pressure on customer service representatives

Match rate of 80%, interception rate of 72%, efficient interception of customer inquiries

A high interception rate is indeed crucial for relieving the pressure on customer service representatives. When the system is able to efficiently intercept and process the majority of customer inquiries, the customer service team can focus more on dealing with complex issues that require manual intervention, thereby improving overall service efficiency and quality. To achieve such a high interception rate, efforts are usually required in the following areas:

1. Intelligent technology: By utilizing advanced natural language processing (NLP) and machine learning (ML) techniques, the system can more accurately understand the content of customer inquiries and provide appropriate responses.

2. Knowledge base optimization: Continuously update and improve the knowledge base to ensure that the system can cover various questions and situations that customers may consult.

3. Continuous monitoring and optimization: Continuously monitor the performance of the system, identify and solve problems in a timely manner, and continuously optimize algorithms and strategies to improve matching and interception rates.

4. User feedback mechanism: Establish an effective user feedback mechanism that allows customers to easily provide feedback and suggestions on the system's response, thereby continuously improving the system's performance and user experience.

In summary, a high interception rate not only helps alleviate the pressure on customer service representatives, but also improves customer satisfaction and loyalty. By continuously optimizing the system and strategies, we can further improve the matching rate and interception rate, providing customers with a more efficient and convenient service experience.

User satisfaction improvement

Users can accurately query product information, avoid searching through a large number of documents, achieve real-time efficiency, and improve user satisfaction. User satisfaction is one of the key factors for the success of enterprises, and providing accurate, real-time, and efficient product information query services is of great significance for improving user satisfaction. Here are some specific explanations and strategies on how to improve user satisfaction by accurately querying product information:

The Importance of Accurately Querying Product Information

1. Time saving: Users do not need to search for the required information from a large number of documents, and can directly obtain answers through precise queries, greatly saving time.

2. Improve efficiency: Accurate queries can quickly meet user needs, reduce the time users spend waiting and searching for information, and improve work efficiency. 3. Enhance user experience: Fast and accurate information retrieval can improve the overall user experience of products or services and increase user satisfaction. 4. Enhance trust: When users can quickly find the information they need, they will trust your brand and services more, thereby increasing loyalty and improving user satisfaction strategies

Optimize the search function

3. Provide intelligent search suggestions and automatically recommend relevant search terms based on the keywords entered by the user

Using natural language processing techniques to enable the system to understand more complex query requests. Ensure the relevance ranking of search results and prioritize displaying the information that best meets user needs. 2. Establish a detailed product information database:

Covering all key information of the product, such as specifications, prices, features, usage instructions, etc. Regularly updating product information to ensure accuracy and timeliness of the information

Efficient information maintenance

Using structured knowledge to maintain product information, the structure is clearer and easier to manage

A structured product information system typically includes several core components: product classification, product attributes, product description, technical specifications, user manuals, and related documents. Each part has its own clear definition and function, together forming a complete product information framework. Through this structural design, we can effectively organize and classify product information, making information retrieval and management more convenient. In practical operation, we can use databases or information management systems to support structured product information maintenance. These systems typically have powerful data entry, storage, query, and update capabilities, which can help us quickly and accurately process large amounts of product information. At the same time, they also provide rich data analysis tools to help us gain a deeper understanding of the distribution and usage of product information, thereby making more reasonable management decisions.

Regardless of the size of the business, Udesk can provide an entry-level and flexible combination of feature suites to help overseas enterprises efficiently manage customer service processes globally, ensure the security and compliance of customer data, and enhance their competitiveness in the international market. Udesk is committed to building a globally influential brand and empowering customers to succeed in the global market. If you are interested, please click on the contact number on the right, and we will provide you with high-quality customized services!