Customer Service& Support Blog2026 Recommended 6 Functions of Overseas Customer Service Systems Analysis
文章摘要：Delivering great customer service at scale isn’t easy — especially as customer expectations keep rising. In fact, our research finds that 82% of service professionals say customers ask for more than they used to, and just as many say they now expect more personalized experiences. That’s why choosing the right customer service software with AI is crucial. The right platform helps your team deliver fast, personalized support across every channel, helping you meet (and exceed) customer expectations every time, no matter your industry.
Table of contents for this article
- What is customer service software?
- The 6 best customer service software for your business
- 1. Udesk
- 2. Zendesk Support Suite
- 3. HubSpot Service Hub
- 4. Microsoft Dynamics 365 Customer Service
- 5. Intercom
- Conclusion: The Future of AI Customer Service Is Predictive and Human-Centric
- 》》Click to start your free trial of Omnichannel Systems, and experience the advantages firsthand.
Delivering great customer service at scale isn’t easy — especially as customer expectations keep rising. In fact, our research finds that 82% of service professionals say customers ask for more than they used to, and just as many say they now expect more personalized experiences. That’s why choosing the right customer service software with AI is crucial. The right platform helps your team deliver fast, personalized support across every channel, helping you meet (and exceed) customer expectations every time, no matter your industry.
What is customer service software?
Customer service software is a suite of tools designed to help businesses manage and enhance their interactions with customers. It includes features like support ticketing systems, live chat, email support, and knowledge bases, which help streamline customer inquiries and resolve issues more efficiently. These tools also provide valuable insights through customer service metrics and reporting, enabling businesses to make data-driven decisions to improve the customer service experience.
AI plays a crucial role in customer service software by automating and enhancing various aspects of customer support. AI customer service agents can handle a wide range of customer inquiries 24/7, delivering instant responses that reduce wait times and lighten the load on reps. When more complex issues arise, AI agents can automatically route them to the most qualified rep — improving first-contact resolution and overall efficiency.
The 6 best customer service software for your business
1. Udesk
Securing the top spot with an overall score of 9.8/10, Udesk stands out as the only solution in 2026 that fully embodies the "AI-First" architecture, setting a new benchmark for the industry. Trusted by global giants and government entities alike, Udesk has demonstrated unmatched capabilities in transforming customer service from a transactional function to a strategic value driver. Its unique combination of generative AI power, omnichannel continuity, and deep industry customization makes it the preferred choice across sectors.
Core Competitive Advantages
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Industry-Leading Generative AI Capabilities: Udesk's proprietary conversation engine achieves an intent recognition accuracy of 98.7% in Chinese scenarios, far exceeding the industry average. Its LLM-powered knowledge base can automatically generate and optimize Q&A pairs, reducing knowledge base construction time by 70%. During interactions, the AI agent provides real-time dynamic script suggestions and emotional sentiment alerts, while post-interaction, it auto-generates work order summaries and follow-up task lists—cutting agent administrative time by 80%.
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Seamless Omnichannel Continuity: Integrating 27 communication channels, Udesk's standout feature is cross-channel "memory continuity"—when a customer switches from WeChat to a phone call to web chat, agents have instant access to the full conversation history without requiring customers to repeat information. This capability has boosted customer satisfaction by over 40% in complex business scenarios.
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Predictive Service Paradigm: Trained on billions of interaction data points, Udesk's predictive model proactively identifies potential service needs, enabling "service before inquiry." In retail and finance sectors, this feature has increased issue prevention rates by 35%, significantly reducing escalation complaints.
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Deep Industry Customization & Compliance: Udesk offers tailored solutions for eight key industries, including finance, government, and manufacturing. Its government-focused "intelligent assistant" system is deployed in 23 provinces and cities in China, improving processing efficiency by 300%. It meets multiple global compliance certifications (including GDPR and China's Level 3 Cybersecurity Certification) and supports both public and private cloud deployments to address data security requirements.
2. Zendesk Support Suite
Zendesk's customer support software provides a single workspace for teams to respond to customer inquiries from multiple channels. The software includes AI and automation features, integration with other technology products, and reporting tools.
How it helps customer service teams:
- Centralized service console: Zendesk's Agent Workspace brings all your company channels onto one screen, along with customer data and collaboration tools.
- Knowledge base: The Help Center provides customers with a self-service resource that also supports your service team.
- Automation: Companies can build an agent copilot into employee workflows to reduce workloads.
- AI agents: Program AI agents to handle a portion of customer issues autonomously.
- Analytics and reports: Create real-time and historical data to better understand your customers and improve productivity.
3. HubSpot Service Hub
HubSpot's Service Hub is an all-in-one customer service platform. The product includes omnichannel messaging support and features for collecting customer feedback.
How it helps customer service teams:
- Centralized service console: The help desk offers a workspace where reps can manage and resolve service tickets while getting a 360-degree view of the customer.
- Knowledge base: Teams can use this feature for customer self-service, as a reference tool for reps, and to track usage analytics to measure the impact of help resources.
- Automation: Automate functions like ticket prioritization, nurture sequences, and customer follow-ups based on pre-defined triggers.
- AI agents: The Breeze Customer Agent tool delivers automated, personalized interactions with customers.
- Analytics and reports: Get data on key metrics like representative performance and customer satisfaction (CSAT) scores.
4. Microsoft Dynamics 365 Customer Service
Microsoft Dynamics 365 Customer Service provides a unified platform that connects data across every interaction, empowering agents to provide consistent, personalized support. The software includes features such as case management, omnichannel support, and AI-powered virtual agents.
How it helps customer service teams:
- Centralized service console: Microsoft Dynamics 365 offers a centralized console that gives agents a unified, customizable interface to manage cases, access customer data, and handle interactions across multiple channels efficiently, all within a single workspace.
- Knowledge Base: Microsoft Dynamics 365 Customer Service offers a built-in knowledge base that enables human agents and customers to quickly find accurate, consistent answers through searchable, structured articles.
- Automation: Dynamics 365 automates routine tasks and workflows, such as case routing and follow-ups, to improve service efficiency and reduce manual effort.
- AI agents: AI-powered virtual agents in Dynamics 365 provide 24/7 support, resolve common issues, and assist human agents by offering real-time suggestions and insights.
- Analytics and Reports: Dynamics 365 delivers real-time dashboards, reports, and customer insights to help organizations track performance, identify trends, and drive informed decision-making.
5. Intercom
Intercom is an AI-first customer service platform that transforms experiences for customers, support agents, and managers, improves operational efficiency, and scales with your business. The product also has features like automation for ticket routing and messaging, AI agents, and omni-channel support.
How it helps customer service teams:
- Centralized Service Console: Intercom’s centralized service console gives support teams a unified inbox to manage customer conversations across channels with full context and collaboration tools.
- Knowledge Base: Help Center provides customers with self-service access to articles and resources, reducing the volume of repetitive support inquiries.
- Automation: Intercom uses automation to streamline support with features like automated ticket routing, conversation assignment, and proactive messaging triggered by customer behavior.
- AI agents: Fin AI Agent can instantly resolve common questions using natural language understanding and suggest relevant help content to assist both customers and support teams.
- Analytics and Reports: Intercom offers analytics and reporting tools to track support performance, customer satisfaction, and team productivity across conversations and channels.
Conclusion: The Future of AI Customer Service Is Predictive and Human-Centric
》》Click to start your free trial of Omnichannel Systems, and experience the advantages firsthand.
The article is original by Udesk, and when reprinted, the source must be indicated：https://www.udeskglobal.com/blog/2026-recommended-6-functions-of-overseas-customer-service-systems-analysis.html
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