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J&T Express is a global international courier company founded in August 2015 in Jakarta, Indonesia, with core businesses covering express delivery and cross-border logistics. Its service network spans 15 countries, including Indonesia, Vietnam, Malaysia, the Philippines, Thailand, Cambodia, Singapore, China, Saudi Arabia, the UAE, Mexico, Brazil, and Egypt.
As its business footprint expanded rapidly, J&T required a unified customer service system to support massive user inquiries and complex internal collaboration, while ensuring consistent service quality for global users, agents, and employees.
Learn how Udesk transformed J&T's global customer service operations.
Learn More →Rapid expansion across 15+ countries exposed critical gaps in J&T's customer service and internal collaboration infrastructure, demanding an intelligent, unified solution.
Data from five core internal systems — JMS, Zhitu i+, WeCom, Lark, and OA — across 25+ regions was disconnected, causing delays and errors in cross-department collaboration. The lack of integration created bottlenecks that slowed issue resolution and reduced overall service quality for the global logistics network.
Discover how Udesk resolved fragmented internal data silos.
Learn More →Customer inquiries were scattered across phone, official website, WhatsApp, Facebook, and Instagram, with no unified management, leading to disjointed service experiences and incomplete user interaction histories. Agents lacked a single view of customer conversations, hampering the delivery of consistent omnichannel customer service.
See how omnichannel consolidation transformed inquiry management.
Learn More →Varying inquiry scenarios across 15 countries made it difficult to standardize SLA monitoring for common queries (e.g., delivery time, shipping fees, complaints), resulting in inconsistent service quality. Without a global customer service system framework, maintaining uniform standards across all regions was nearly impossible.
Learn how Udesk enforced consistent SLA monitoring globally.
Learn More →Agents and employees across 25 regions handled mixed inquiries, including business questions, IT system issues, and operational rule requests. Manual ticket creation, routing, and processing were inefficient and labor-intensive, consuming valuable time and limiting the scalability of J&T's intelligent customer service operations.
Explore how automated ticket workflows streamlined agent support.
Learn More →To achieve seamless global customer service operations, J&T Express defined four core requirements for their intelligent omnichannel customer service system.
Connect JMS, Zhitu i+, WeCom, Lark, and OA to enable cross-system data sharing and seamless internal collaboration across all global regions, eliminating siloed workflows that degraded customer service efficiency.
Build a unified intelligent platform for your global customer service system.
Start Free Trial →Consolidate all user touchpoints — phone, website, WhatsApp, Facebook, Instagram — into a single platform, supported by AI chatbots to handle routine inquiries automatically and deliver consistent omnichannel customer service.
Unify your channels with Udesk's omnichannel customer service solution.
Start Free Trial →Build a closed-loop ticket workflow with automated routing, SLA monitoring, cross-department collaboration, and post-resolution follow-ups, adaptable to global business scenarios for the courier logistics customer service system.
Automate your ticket management and boost customer service efficiency.
Start Free Trial →Enable coordinated work among headquarters agents, call center agents, online agents, and AI agents to address diverse service needs across 25+ regions, forming a truly intelligent customer service architecture.
Enable multi-role collaboration with Udesk's global customer service system.
Start Free Trial →Udesk delivered a full-link intelligent customer service ecosystem tailored for J&T Express, unifying user touchpoints, internal systems, and collaboration workflows across the globe — powering seamless omnichannel customer service for courier logistics at scale.
Integrated with J&T's global customer system, connecting five core internal platforms — JMS, Zhitu i+, WeCom, Lark, OA — to eliminate data silos and enable cross-region, cross-system collaboration for the global logistics customer service system.
Unify your internal systems with Udesk's customer service solution.
Start Free Trial →Unified all user inquiry channels into one platform, allowing agents to access complete user interaction histories and deliver consistent omnichannel customer service without repeated information requests.
Centralize every channel in one intelligent platform.
Start Free Trial →Deployed AI chatbots across 15+ countries to automatically resolve routine queries — delivery time, shipping fees, complaints — reducing agent workload and enabling 24/7 uninterrupted intelligent customer service.
Deploy AI chatbots and automate customer service efficiency globally.
Start Free Trial →Built a closed-loop ticket system covering creation, automated routing, SLA monitoring, cross-department collaboration, and follow-ups, streamlining customer service operations for 25+ regions, including IT and operational rule-related ticket processing.
Automate ticket workflows with a global customer service system.
Start Free Trial →Established a coordinated framework for headquarters teams, call center agents, online agents, and AI agents, enabling efficient resource allocation for internal collaboration, user support, and automated query handling.
Build a multi-role intelligent customer service architecture today.
Start Free Trial →Join 50,000+ businesses using Udesk's omnichannel customer service solution to power their global operations.
Start Free Trial →By deploying Udesk's global customer service system, J&T Express achieved end-to-end intelligent customer service coverage, dramatically improving operational efficiency and user satisfaction across its entire logistics network.
Achieved end-to-end customer service coverage for users across 15+ countries and agents/employees across 25+ regions, with standardized service quality worldwide, making J&T's global logistics customer service system a benchmark for excellence.
Scale your global customer service operations with Udesk.
Start Free Trial →AI chatbots handled a large volume of routine inquiries, while automated ticket workflows reduced resolution cycles and cut manual labor costs, delivering measurable gains in customer service efficiency across all courier logistics operations.
Boost customer service efficiency with AI-powered automation.
Start Free Trial →Users benefited from faster responses and efficient issue resolution; agents and employees experienced simplified processes for IT and operational support, boosting satisfaction and reinforcing J&T's commitment to world-class intelligent customer service.
Elevate customer experience with a proven global customer service system.
Start Free Trial →Unified omnichannel data provided actionable insights for service quality monitoring and analysis, supporting J&T's global business expansion with reliable data and powering continuous improvement of the courier logistics customer service system.
Unlock data-driven insights with Udesk's omnichannel customer service solution.
Start Free Trial →J&T Express has upgraded its global customer service with Udesk, efficiently serving users worldwide. Your business can also build a multi-scenario, omnichannel, multi-region intelligent customer service system with Udesk, driving breakthroughs in customer service efficiency and customer experience.
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