Customer Service& Support BlogHow J&T Express Handles 1 Million Daily Customer Queries with Udesk
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article summary：As one of the world’s fastest-growing logistics giants, J&T Express operates in over 20 countries, with a strong footprint in Southeast Asia—including Malaysia, Indonesia, and Thailand. In markets where e-commerce is booming and customer expectations for timely support are sky-high, J&T faced a critical challenge: managing up to 1 million daily customer queries across multiple channels, from parcel tracking and delivery exceptions to refund requests and complaint resolution. Before partnering with Udesk, the company struggled with siloed systems, inefficient agent workflows, and rising customer service costs—all of which threatened its reputation for speed and reliability. This case study dives into how Udesk’s omnichannel customer service platform transformed J&T’s support operations, delivering measurable ROI, reducing costs, and elevating customer satisfaction.
Table of contents for this article
- The Challenge: Scaling Support for 1 Million Daily Queries
- The Solution: Udesk’s Omnichannel Platform for Logistics
- The Results: Measurable ROI and Transformative Impact
- Why Udesk Is the Ideal Partner for Logistics Companies Like J&T
- Conclusion
- 》》Click to start your free trial of Omnichannel Systems, and experience the advantages firsthand.
As one of the world’s fastest-growing logistics giants, J&T Express operates in over 20 countries, with a strong footprint in Southeast Asia—including Malaysia, Indonesia, and Thailand. In markets where e-commerce is booming and customer expectations for timely support are sky-high, J&T faced a critical challenge: managing up to 1 million daily customer queries across multiple channels, from parcel tracking and delivery exceptions to refund requests and complaint resolution. Before partnering with Udesk, the company struggled with siloed systems, inefficient agent workflows, and rising customer service costs—all of which threatened its reputation for speed and reliability. This case study dives into how Udesk’s omnichannel customer service platform transformed J&T’s support operations, delivering measurable ROI, reducing costs, and elevating customer satisfaction.
The Challenge: Scaling Support for 1 Million Daily Queries
By 2025, J&T Express was processing over 5 million parcels daily globally, driving a surge in customer inquiries—peaking at 1 million queries per day during peak seasons like Ramadan, Singles’ Day, and year-end sales. The company’s existing customer service setup was ill-equipped to handle this volume, with three core pain points threatening operational efficiency and customer loyalty:
First, channel fragmentation. J&T’s support was spread across WhatsApp, Facebook Messenger, email, phone calls, and in-app chat (on its official app and e-commerce partner platforms like Shopee and Lazada). Each channel operated independently, with no shared customer data—forcing customers to repeat their issues when switching channels. A J&T internal audit found that 68% of customers had to restate their queries at least once, leading to a 32% increase in complaint rates and a 25% drop in customer satisfaction (CSAT) scores.
Second, high operational costs. To manage the query volume, J&T employed over 1,200 customer service agents across its Southeast Asian hubs, with overtime costs accounting for 35% of the total customer service budget. Manual ticket routing and lack of automation meant agents spent 40% of their time on repetitive tasks (e.g., tracking parcel status, confirming delivery times)—wasting resources that could be allocated to complex issues.
Third, poor visibility and compliance risks. With decentralized support teams and no unified analytics tool, J&T struggled to track agent performance, query resolution times, and customer pain points. Additionally, logistics companies like J&T handle sensitive customer data (phone numbers, addresses), creating risks of data leakage—a critical concern in markets like Malaysia, where MCMC regulations mandate strict data privacy compliance.
J&T needed a solution that could unify its channels, automate routine tasks, reduce costs, and provide actionable insights—all while scaling to handle 1 million+ daily queries. After evaluating multiple customer service platforms, the company chose Udesk for its industry-specific expertise in logistics, omnichannel integration, and AI-driven efficiency.
The Solution: Udesk’s Omnichannel Platform for Logistics
Udesk partnered with J&T Express to design a tailored customer service solution that addressed its unique logistics challenges, focusing on three core pillars: omnichannel unification, AI automation, and data-driven optimization. The implementation was completed in 8 weeks, with minimal disruption to J&T’s existing operations, and included the following key features:
1. Omnichannel Unification: Udesk integrated all of J&T’s customer touchpoints—WhatsApp, Facebook Messenger, email, phone, in-app chat, and e-commerce platform chats—into a single, intuitive dashboard. This allowed agents to access a 360-degree view of each customer’s interaction history, including past queries, parcel details, and preferences, eliminating the need for customers to repeat information. For example, a customer who first inquires about a delayed parcel via WhatsApp can seamlessly switch to a phone call, with the agent already knowing the tracking number and issue details.
2. AI-Powered Automation: Udesk deployed its AI chatbot and voice robot to handle routine queries, which accounted for 75% of J&T’s daily inquiries (e.g., “Where is my parcel?”, “How do I request a refund?”, “What is the delivery time?”). The chatbot was trained on J&T’s logistics-specific FAQs and localized for regional languages (Malay, Indonesian, Thai, English), with a 96% intent recognition rate. For complex queries (e.g., damaged parcels, lost shipments), the system automatically routed tickets to the appropriate agent based on skill set—reducing manual routing time by 80%.
3. Data Analytics and Compliance: Udesk’s Insight tool provided J&T with real-time dashboards to track key metrics, including resolution time, agent performance, and customer satisfaction. The platform also included built-in data privacy features, such as hidden customer phone numbers and role-based access controls, ensuring compliance with MCMC and GDPR regulations—eliminating data leakage risks and potential legal penalties.
4. Branch and Agent Management: Udesk’s centralized platform allowed J&T to manage its distributed support teams across Southeast Asia, with real-time oversight of agent performance and query resolution. This ensured consistent service quality across regions, even as J&T expanded its operations.
The Results: Measurable ROI and Transformative Impact
Within 6 months of implementing Udesk, J&T Express saw dramatic improvements in operational efficiency, customer satisfaction, and cost savings—with clear ROI metrics that validated the partnership. Here’s the breakdown of the results:
• Cost Reduction: 42% Lower Customer Service Expenses: By automating 75% of routine queries, J&T reduced its reliance on manual agents, cutting the number of full-time customer service staff by 380 (from 1,200 to 820). Overtime costs dropped by 65%, and the total customer service budget decreased by 42%—translating to annual savings of $1.2 million. This ROI was achieved within 8 months of implementation, well ahead of the projected 12-month payback period.
• Efficiency Boost: 68% Faster Resolution Times: Udesk’s omnichannel dashboard and automated routing reduced average query resolution time from 45 minutes to 14 minutes—a 68% improvement. First-contact resolution (FCR) rate increased from 52% to 89%, as agents had full access to customer context and could resolve issues in a single interaction. This eliminated repeat queries, reducing overall query volume by 18%.
• Customer Satisfaction: 35% Higher CSAT and NPS: With fewer repeated inquiries and faster resolution, J&T’s CSAT score rose from 62/100 to 84/100—a 35% increase. Net Promoter Score (NPS) also improved by 28 percentage points, from 31 to 59, as customers reported higher satisfaction with the seamless support experience. Complaint rates dropped by 57%, with 92% of customers stating they would recommend J&T’s services post-implementation.
• Scalability: Handling 1.2 Million Queries Daily with No Additional Staff: During peak seasons, J&T’s daily query volume surged to 1.2 million—20% higher than its pre-Udesk peak. Thanks to Udesk’s AI automation and scalable platform, the company handled this increased volume without hiring additional agents, maintaining resolution times and CSAT scores. This scalability was critical during Ramadan 2025, when J&T processed 30% more parcels than the previous year but saw no increase in customer service costs.
• Data-Driven Improvements: Udesk’s analytics tool helped J&T identify key customer pain points, such as delayed parcel updates and unclear refund processes. By addressing these issues, the company reduced related queries by 41% and further improved customer loyalty. For example, J&T updated its parcel tracking system based on Udesk’s data insights, leading to a 29% reduction in tracking-related inquiries.
Why Udesk Is the Ideal Partner for Logistics Companies Like J&T
J&T’s success with Udesk highlights why the platform is the top choice for logistics companies managing high-volume customer queries. Unlike generic customer service tools, Udesk offers logistics-specific features tailored to the industry’s unique challenges—from omnichannel integration for diverse customer touchpoints to AI automation for routine logistics queries. For companies operating in Southeast Asia, Udesk’s localized language support and compliance with regional regulations (like Malaysia’s MCMC) eliminate barriers to implementation.
Udesk’s ROI-driven approach is particularly valuable for logistics businesses, where cost efficiency and service speed are critical to success. By automating repetitive tasks, unifying channels, and providing actionable data insights, Udesk helps logistics companies like J&T reduce costs, improve efficiency, and elevate customer satisfaction—all while scaling to meet growing demand. As J&T’s Head of Customer Service, Ahmad Zainal, noted: “Udesk didn’t just solve our query volume problem—it transformed our customer service from a cost center into a competitive advantage.”
Conclusion
For logistics companies grappling with high-volume customer queries, the right customer service platform can mean the difference between operational chaos and sustainable growth. J&T Express’s partnership with Udesk demonstrates how omnichannel integration, AI automation, and data-driven insights can deliver measurable ROI—42% lower costs, 68% faster resolution times, and 35% higher customer satisfaction—while handling 1 million+ daily queries seamlessly. As e-commerce continues to grow and customer expectations rise, Udesk provides logistics businesses with the tools they need to scale support efficiently, reduce costs, and build long-term customer loyalty. For any logistics company looking to transform its customer service operations and drive tangible ROI, Udesk is the proven solution.
》》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://my.udeskglobal.com/blog/how-jt-express-handles-1-million-daily-customer-queries-with-udesk.html
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