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CUSTOMER STORIES
Ilona Medová – Head of Customer Success, Expando
marketplace platforms
messages handled daily
languages supported
COMPANY
Expando
WEBSITE
https://www.expan.do/
HEADQUARTERS
Prague, Czech Republic
INDUSTRY
eCommerce Services
SELLING PLATFORMS
eBay, Amazon, Allegro, Kaufland.de
SOLUTIONS
eDesk Agency, Feedback
CUSTOMER SINCE
2018
FAVORITE FEATURES
Sales & Pre-Sales Enablement
AI Automations
Multilingual Support
Expando helps eCommerce brands successfully scale across marketplaces like Amazon, eBay, Allegro and others. By offering localized expertise and end-to-end marketplace support, Expando ensures their clients can grow fast and operate globally.
With Expando scaling fast, managing multichannel support became increasingly complex. The team juggled:
• 700+ orders per day
• 300+ incoming messages daily
• 14+ support platforms (including Amazon, eBay, Allegro, and internal tools)
Ilona explains, “Imagine logging into 14 different platforms just to check messages and notifications. It wasn’t scalable, especially as we onboarded more clients.”
eDesk became the centralized support hub that brought everything together. With smart automation, AI-powered responses, and real-time insights, Expando transformed their support operations into a streamlined, scalable machine.
1. Centralized Support Across 1,300+ Channels
eDesk allowed the team to consolidate all communication streams into one smart inbox.
2. Automation That Prevents Delivery Headaches
Using eDesk’s automation flows, cancellation requests are now instantly flagged and actioned before a shipment goes out—saving time and cost.
3. Faster Sales Support with Custom Labels
Labels like “Presales” and “Query” help the Expando team prioritize product compatibility questions — critical for serving their automotive clients.
4. Smarter Holiday Support with AI and Snippets
During peak sales periods, Expando uses eDesk’s AI-powered sentiment detection, snippets, and templates to respond faster and more personally.
5. 33 Languages? No Problem
eDesk’s real-time translation tools ensure seamless, Amazon-compliant customer support across 33 languages.
6. Return Rates Reduced with Proactive Tools
By prioritizing return-related tickets and enabling quick discount offers (when returns aren’t necessary), Expando reduced friction and increased customer retention.
7. One Unified Platform to Scale Global Success
At the core of Expando’s operation is centralization. With eDesk, the team can support all marketplaces and channels from a single dashboard.
• 14 platforms unified into one inbox
• 1,300+ support channels managed centrally
• 300+ daily messages processed with clarity
• 33 languages supported via AI Translations
• Presales questions turned into revenue
• Returns handled faster, with fewer refunds
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