Provides BYD With a Global Intelligent Customer Service Solution
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BYD Company Limited, founded in 1995 and headquartered in Shenzhen, China, employs over 220,000 people. As a global leader in new energy vehicles and integrated energy solutions, BYD operates across four core sectors: automotive, rail transit, new energy, and electronics, with a global footprint of production bases and branches.
Amid rapid global business expansion, BYD's legacy customer service system faced critical bottlenecks. The existing infrastructure lacked the capabilities required to support stable cross-border communication, standardized service workflows, and effective cross-team collaboration at global scale.
Key challenges included:
Outdated systems lacked intelligent functions, failing to support stable cross-border calls and efficient agent collaboration across international markets.
No standardized ticketing workflow led to scattered service records. Reporting data could not drive operational decisions or reveal meaningful service trends.
Slow issue escalation to engineers; no effective monitoring of service compliance or customer satisfaction. Cross-departmental handoffs were manual and error-prone.
Udesk delivered a fully integrated, globally deployable customer service platform tailored to BYD's international operational model, addressing all core requirements through four purpose-built modules:
Supports mobile, IP phone, web phone, and softphone modes, ensuring clear and reliable cross-border calls to realise the "global inquiries, domestic response" model. Agents handle international contacts without connectivity degradation.
Create tickets simultaneously during calls for instant information retention. Automatic recording for unattended calls with post-event ticket supplementation. Full digital workflow: ticket routing, assignment, follow-up, and archiving — ensuring end-to-end traceability.
Enables three-way calls among agents, customers, and engineers. One-click transfer and task dispatch for rapid response, dedicated support, and fully manageable escalation processes — reducing resolution time significantly.
Integrates phone, online, app, and other channels in one unified agent workspace. Flexible queuing strategies improve connection rates and user experience, while a unified customer view enables smarter, faster service decisions.
BYD defined four essential capabilities for its next-generation customer service platform:
Smoother global customer inquiries and more convenient after-sales feedback, significantly reducing complaints across international markets.
Internal cross-team collaboration efficiency improved by 30% through structured escalation, three-way calling, and digital ticketing workflows.
Full service monitoring and data-driven analysis now continuously enhance customer satisfaction and guide strategic service improvements across all markets.
A stable and efficient global service infrastructure now supports BYD's continued worldwide business expansion, strengthening brand competitiveness through premium service.
Udesk delivers an omnichannel + intelligent call + ticketing closed-loop + data-driven customer service system tailored for BYD's global operations. This empowers the automotive leader to strengthen brand competitiveness through premium service, achieving service upgrade, efficiency improvement, and experience optimization simultaneously.
As BYD continues expanding its global footprint in new energy vehicles and integrated energy solutions, the Udesk platform provides the scalable, intelligent foundation required to support growth without compromising service excellence — ensuring every customer, in every market, receives fast, consistent, and professional support.
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