Creality is a pioneer of the global consumer 3D printing ecosystem, having been active in the 3D printing field for many years. The company focuses on technological innovation and product distribution, expanding into global markets and building a world-class 3D printing technology brand that serves millions of users at home and abroad.
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Limited Service Hours — Human agents were unable to handle global customer requests around the clock without limits.
Lack of Smart Oversight — Consistent service standards were hard to enforce across all branches without a quality inspection system.
High Cost, Low Efficiency — The conventional service model incurred significant operating costs while service output remained suboptimal.
Udesk designed an integrated, full-channel smart customer service solution tailored specifically for Creality, combining multiple service functions to meet the needs of global-scale customer service.
Unifies the official website, domestic social media accounts, phone service, and overseas e-commerce platforms such as Amazon and Shopify, so that all customer requests can be received and managed through a single, unified backend.
Equipped with a multilingual AI Chatbot capable of holding multi-turn conversations and automatically answering common questions, serving customer inquiries around the clock, 24/7.
Combines the call center, online messaging service, and Ticketing System to form a complete service cycle — from receiving inquiries and assigning tickets to business management.
The Smart Quality Inspection System reviews all service records — both chat messages and voice calls — with data analytics and early-warning alerts to maintain service quality.
All incoming request channels from domestic and international platforms were successfully unified, enabling centralized management in a single view and eliminating fragmented service.
The AI Chatbot operates automatically 24/7 to respond to global customer inquiries, speeding up service response times.
Comprehensive quality checks powered by the Smart Quality Inspection System standardize agent service procedures across all domestic and overseas branches.
Repetitive tasks are now handled by the smart system, cutting labor costs and creating an efficient global customer service system.
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