Udesk

Udesk is a technology company.

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Updated: Mar 22, 2026 ·

About

Udesk develops an AI-integrated customer service software platform for enterprises. Its core offerings enhance customer interactions via multiple channels, including live chat and text-based support, functioning as a comprehensive customer relationship management system. The platform streamlines and optimizes service operations with intelligent tools.

Founded in 2013 by Yu Haoran, Udesk established its headquarters in Beijing, China. The company originated from the clear need for sophisticated, efficient customer service management within the enterprise sector. Yu Haoran launched Udesk to develop an intelligent, integrated solution, improving customer engagement and operational efficiency.

Udesk serves a global customer base, including tens of thousands of enterprise users, with a notable presence in the Chinese market. The company envisions an elevated standard for customer service through its AI-driven platform, focusing on boosting client satisfaction and operational efficiency. It aims to remain a leader in professional, enterprise-level service solutions.

Recent News & Mentions

Sep 1, 2018FundingUdesk - Series C Jul 1, 2016FundingUdesk - Series B Dec 1, 2014FundingUdesk - Series A

Financial History

Udesk has raised $62.0M across 3 funding rounds. Most recently, it raised $44.0M Series C in September 2018.

Total Raised

$62.0M

Valuation

N/A

Funding Rounds Raised

Date	Round	Other Investors
Sep 1, 2018	$44.0M Series C	DCM
Jul 1, 2016	$15.0M Series B	DCM
Dec 1, 2014	$3.0M Series A	DCM

Financial History

Udesk has raised $62.0M across 3 funding rounds.

Total Raised

$62.0M

Valuation

N/A

Deep Dive

Udesk is a Beijing‑headquartered SaaS company that builds AI‑driven customer service and CX (customer experience) software — an omnichannel ticketing, live‑chat and intelligent agent platform aimed at enterprises across retail, finance, manufacturing, government and other sectors[1][2].

High‑Level Overview

Mission, investment‑firm framing (if considered as an investor): Not applicable — Udesk is a technology product company focused on customer service software[1][2].- For Udesk as a portfolio/company: Udesk builds an AI‑first customer service platform (ticketing, omnichannel messaging, automation and intelligent agents) that helps enterprises unify customer interactions and automate support workflows to improve response time and operational efficiency[1][5].- Who it serves: mid‑to‑large enterprises across consumer goods, manufacturing, life sciences, automotive, public sector and finance, including cross‑border e‑commerce and telecom use cases[1][2][3].- Problem it solves: fragmentation of customer communication across channels, slow manual handling of tickets, and the need to scale service with automation and AI to reduce response time and cost[5][3].- Growth momentum: Udesk is a well‑capitalized Chinese SaaS vendor founded in 2013/2014, has raised Series C rounds (total reported capital ~USD 100M) and positions itself as a unicorn/leading smart customer‑service SaaS provider in China with international expansion ambitions and continued product investment in AI features[1][2][3].

Origin Story

Founding year and early framing: Udesk was founded in 2013 (sources cite 2013 or July 2014 in different profiles) and is headquartered in Beijing[1][2].- Founders and background / how the idea emerged: Public profiles emphasize Udesk’s emergence as one of China’s first smart customer‑experience solution providers, created to apply cloud, big‑data and AI to enterprise customer service rather than to rely on modular integrations typical of legacy vendors[2][3].- Early traction / pivotal moments: A major milestone was launching an omnichannel customer service system (around 2016 in company materials) that integrated call centers, online service and ticketing with an intelligent routing algorithm, which the company cites as improving cross‑channel information integration and response times for early enterprise customers[3]. The company also completed multiple Series C tranches led by investors including Tiger Global, Legend Capital and DCM and raised a notable RMB250M (~$35M) tranche in 2020[1].

Core Differentiators

Product differentiators: Integrated omnichannel ticketing + AI agents + self‑developed APIs for fast integrations with enterprise systems (claimed support for Salesforce, SAP, multiple LLMs) and an ecosystem approach to plug‑and‑play intelligent agents[3][5].- Automation & workflows: Robust ticket automation, triggers and workflow builders enabling significant agent time savings and self‑service knowledge base integration[5].- Scalability & performance: Platform designed to support high volumes of concurrent users and multilingual, global deployments for enterprises with large service workloads[5][3].- Pricing / ease of use: Market reviews highlight user‑friendly UI, affordable pricing and relatively quick onboarding for agent teams[6][5].- Ecosystem & integrations: Open platform that connects to major large models and third‑party enterprise systems to enable no‑code/customized agent deployment[3].

Role in the Broader Tech Landscape

Trend alignment: Udesk rides the convergence of SaaS customer‑service platforms, omnichannel CX and rapid adoption of generative AI/LLMs to automate and augment support agents[3][5].- Why timing matters: Enterprises are under cost and experience pressure; combining automation, AI and cloud ticketing lets companies scale support while improving response times — a wave that accelerated after 2020 and continues with large‑model integration[1][3].- Market forces in its favor: Growing enterprise digitalization, demand for multilingual and cross‑border support, and vendor preference for integrated platforms over point solutions[2][3].- Influence on ecosystem: As one of China’s early smart CX vendors and a sizable SaaS player, Udesk sets implementation patterns (omnichannel + AI routing + open integrations) and acts as an integration hub for partners and third‑party AI models[3].

Quick Take & Future Outlook

What’s next: Continued productizing of LLM/AI integrations (company materials highlight connectors to major models), international expansion, and deeper verticalized solutions for finance, telecom and e‑commerce clients appear to be logical next steps[3][1].- Trends that will shape its journey: Advances in generative AI, increased enterprise demand for automated conversational agents, and competition from global CX players and local Chinese rivals[3][1].- How influence might evolve: If Udesk successfully scales multilingual AI agents and enterprise integrations globally, it could move from being a domestic leader to a standard‑setter for enterprise intelligent service platforms; conversely, competition and enterprise consolidation could pressure margins and force tighter vertical focus[3][1].

Quick take: Udesk is a mature Chinese SaaS CX vendor that combines omnichannel ticketing with AI automation and strong enterprise integrations — well‑funded and positioned to capitalize on the enterprise AI support wave, with execution and global expansion as the key variables for future upside[1][3].

Notes and limits: Public sources show minor discrepancies on the exact founding month/year (2013 vs. July 2014 in some profiles) and mix company‑authored materials with third‑party profiles; funding totals and investor lists are drawn from aggregated databases and press reports[1][2].

Sources

Frequently Asked Questions

How much funding has Udesk raised?

Udesk has raised $62.0M in total across 3 funding rounds.

Who are Udesk's investors?

Udesk's investors include DCM.