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Udesk: Apart from Zendesk and Intercom, you actually have another choice.

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Article Summary:While industry leaders like Zendesk and Intercom have become household names in customer support, there remains another player in the field that is often overlooked - Udesk.

In today's customer-centric business world, having an effective customer support system is no longer a nice-to-have, but a necessity for any company. While industry leaders like Zendesk and Intercom have become household names in customer support, there remains another player in the field that is often overlooked - Udesk.

Founded in Beijing in 2013, Udesk has grown to serve over 10,000 customers worldwide with its all-in-one customer support platform. Unlike its more well-known competitors that focus primarily on ticketing and online chat, Udesk takes a more holistic approach by integrating a wide range of support channels into a single system. This includes not just web and mobile support but also social media, messaging apps and even AI-powered virtual assistants.

By consolidating interactions from diverse channels, Udesk gives businesses a unified view of customer conversations and issues across the board. This centralized view helps support agents have better context when assisting customers, reducing resolution times in the process. The platform also leverages AI technologies like natural language processing and predictive routing to further optimize agent workflows.

For example, Udesk can automatically categorize tickets based on their content to route them to the most suitable agent team. It can also analyze past conversations to surface similar historical cases to agents, saving them time from researching issues from scratch. These AI capabilities are continually being enhanced through Udesk's own research and development efforts.

Beyond just offering the tools, Udesk also places strong emphasis on the human element of support. Its agent-centric design makes it easy for support teams of all sizes to collaborate effectively. Features like real-time messaging, team dashboards and detailed reporting give managers full visibility into agent performance to identify areas for improvement. Udesk also provides robust agent training resources and a thriving community forum for peer learning.

All these functionalities are delivered through a software-as-a-service model with flexible pricing tailored for businesses of different scales. Customers have access to the full suite of features without large upfront investments. Udesk also maintains a strong culture of customer centricity, with a dedicated customer success team providing implementation guidance and ongoing support.

While still lesser known than its American counterparts, Udesk has quietly gained a solid foothold in key markets like Southeast Asia and Latin America with its full-service approach to customer support. For companies looking beyond the household names and wanting a more personalized partner experience, Udesk is certainly worth considering as a highly capable yet often overlooked alternative. Its growing customer base is a testament to its ability to deliver world-class support solutions to businesses globally.

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The article is original by Udesk, and when reprinted, the source must be indicated:https://www.udeskglobal.com/blog/udesk-apart-from-zendesk-and-intercom-you-actually-have-another-choice.html

Customer Engagement Platformcustomer experience platformUdesk

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