SF Express International has developed cross-border logistics services thanks to its extensive global network. Backed by a professional workforce, the company upholds service efficiency and accuracy in handling operational issues.
Explore More CasesCross-border logistics regulations change frequently, causing delays in field operations.
Information mismatches lead to delivery errors and customer complaints.
Repetitive inquiries burden the team and hinder the handling of complex issues.
Udesk provides an internal smart customer service solution tailored specifically for SF Express, deeply adapted to on-the-ground logistics business scenarios, addressing business challenges through three core capabilities:
Udesk's SDK integrates seamlessly with SF Express's internal field work app, Fengsheng. Field delivery staff can consult online anytime about pickup and delivery standards and business rules without switching systems, allowing the customer service team to respond quickly and resolve business inquiries instantly to support accurate field operations.
Through webhook integration with SF Express's internal business systems for accurate employee identity verification, round-the-clock 24/7 service is achieved. High-frequency, repetitive standard inquiries receive automatic responses within seconds without manual intervention, significantly shortening the issue feedback cycle.
An internal shared knowledge base was built to unify business Q&A standards. This feature not only helps human agents handle complex inquiries more efficiently, but also empowers field staff with quick guidance and standard scripts, boosting the team's professionalism and overall operational efficiency.
Real-time data synchronization reduces customer complaints.
The AI robot handles inquiries, easing the team's workload.
Standardized knowledge improves field staff competency.
Continuous self-service with no time limits.
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