As a world-renowned fast-food franchise brand, McDonald's China Customer Service Center completed a comprehensive digital upgrade in 2022. Its business covers the full range of service scenarios, such as food ordering, membership, after-sales service, and delivery.
Relying on multiple service channels, the center serves more than ten million customers each year and has become the brand's core service hub for reaching end users.
View more casesThe conventional service model cannot meet the operational needs of a large chain enterprise serving millions of customers per year.
Covering more than ten types of inquiries—such as ordering, membership, food safety, and promotions—which the traditional service model cannot handle efficiently.
Data from various channels—such as online service, phone, social media, and email—is fragmented and cannot be managed in a unified way.
With a customer service volume reaching millions per year, human agents face a heavy workload, causing slow responses and many repetitive questions that limit service efficiency.
There are many internal business systems without a unified integration port, resulting in broken service flows and complicated issue-handling processes.
Udesk built a full-chain digital service model to comprehensively address the various service challenges.
Integrating all service channels—including phone, online ordering, social media, and email—to achieve unified service reception and management on a single platform.
The Voice Chatbot and Text Chatbot automatically handle basic inquiries to answer high-frequency repetitive questions, while complex questions are smoothly transferred to human agents to optimize the service flow.
Connecting more than 40 internal business systems—including the ECS customer service system, the OMS ordering system, the CRM customer management system, refunds, and coupons—to achieve data exchange and business synchronization.
Leveraging artificial intelligence to provide uninterrupted service 7×24 hours, ensuring efficient round-the-clock responses for customer inquiries, order handling, and feedback intake.
With the support of the Udesk intelligent customer service platform, various business metrics were optimally achieved, and service quality and efficiency improved significantly.
Serving more than 10 million customers each year, able to stably support large-scale inquiry and customer service demand.
The voice bot handles more than 20,000 incoming calls per day, and the text bot handles more than 10,000 online conversations per day, significantly reducing the workload of human agents.
Integrated with more than 40 internal business systems, enabling unified handling of all business scenarios such as orders, refunds, membership, and promotions.
Unified service across the entire platform and fast intelligent responses significantly shorten issue-handling time and increase customer satisfaction.
McDonald's large-scale customer service digital upgrade solution can be applied directly and is suitable for omnichannel customer service scenarios across various industries, such as fast-food franchises and retail. Leave your contact details now to receive an exclusive industry solution and complete case study materials that support your company's customer service digital transformation.
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